Configure ConnectWise to integrate with Arctic Wolf

You can configure ConnectWise® to synchronize incident tickets with Arctic Wolf®.

Requirements

• A ConnectWise account with administrator permissions
• ConnectWise version 2022.1 or higher

Before you begin

• If you have a self-hosted ConnectWise instance, add the Arctic Wolf IP ranges to your allowlist. To see the IP addresses that you must allowlist, sign in to the Arctic Wolf Unified Portal, click > Allowlist Requirements, and then view the IP addresses in the section for your product.

Steps

1. Create a security role.
2. Select a service board.
3. Select a status for synchronizing with Arctic Wolf.
4. Generate API keys.
5. View Company ID.
6. Provide credentials to Arctic Wolf.
7. Provide integration information to Arctic Wolf.

Step 1: Create a security role

1. Sign in to your ConnectWise instance.

2. In the navigation menu, click System > Security Roles.

3. Click New Item.

4. In the Role ID field, enter a name for the new role.

5. Click Save.

6. On the Security Roles page, click the new role.

   The Security Modules page opens.

7. Click System

8. For Table Setup, click Customize.

   The Update Security dialog opens.

9. In the Allow Access to these section, make sure that these permissions are listed:

   • Company / Company Statuses
   • Company / Company Type
   • Service / Priority
   • Service / ServiceBoard

   Note: If any of these permissions are listed in the Disallow Access to these section, select the permission name, and then click <.

10. Click Save.

    The Update Security dialog closes.

11. Configure these settings:

    Category	Permission name	Add Level	Edit Level	Delete Level	Inquire Level
    Companies	Company Maintenance	None	None	None	All
    Companies	Manage Attachments	All	None	None	All
    Service Desk	Close Service Tickets	All	All	None	All
    Service Desk	Service Ticket - Dependencies	All	All	None	All
    Service Desk	Service Tickets	All	All	None	All
    System	Table Setup	None	None	None	All

12. Click Save.

Step 2: Select a service board

All tickets that are synced to Arctic Wolf must use the same ConnectWise service board. If you want to use an existing service board for the integration, proceed to Select a status for syncing with Arctic Wolf.

1. In the navigation menu, click System > Setup Tables > Search.

2. In the search bar, enter Service Board.

3. In the Table column, select Service Board.

   The Service Board List page opens.

4. Click New Item.

5. Configure the required fields, and then click Save.

Step 3: Select a status for synchronizing with Arctic Wolf

The status field marks a ConnectWise ticket for Arctic Wolf. Any tickets that are saved with the selected status will start to synchronize with Arctic Wolf. After the synchronization starts, changing the status does not affect the synchronization.

If you want to use an existing status, proceed to Generate API keys.

1. On the Service Board List page, select the board you created in Select a service board.
2. Click the Statuses tab.
3. Click New Item, and then configure these settings:
   • Status Description — Enter a descriptive name for the status. For example, Notify Arctic Wolf.
   • Configure the remaining required fields.
4. Click Save.

Step 4: Generate API keys

1. In the navigation menu, click System > Members.

2. Click the API Members tab.

3. Click New Item, and then configure these settings:

   • Role ID — Select the role you created in Create a security role.
   • Default Board — Select the board you created in Select a service board.
   • Configure the remaining required fields.

4. Click Save.

5. Click the API Keys tab.

6. Click New Item.

7. Enter a description for the API key.

8. Click Save.

   Public and private keys are generated for the new API member.

9. Copy the keys, and then save them in a safe, encrypted location. You will provide them to Arctic Wolf later.

   Note: You cannot access the private key after you leave this page.

Step 5: View Company ID

1. In the navigation menu, click Companies > Companies.
2. On the Company listing page, copy the Company ID and save it in a safe, encrypted location. You will provide it to Arctic Wolf later.

Step 6: Provide credentials to Arctic Wolf

1. Sign in to the Arctic Wolf Unified Portal.

2. Click Telemetry Management > Connected Accounts.

3. Click Add Account +.

4. On the Add Account page, in the Account Type list, select ITSM Ticketing Integration.

5. In the Cloud Service list, click ITSM ConnectWise Account.

6. On the Add Account page, in the Select a Cloud service section, configure these settings:

   • Account Type — Select ITSM Ticketing Integration.
   • Search Services — Select ITSM ConnectWise Account.

7. In the Add account information section, configure these settings:

   • Account Name — Enter a unique and descriptive name for the account.

   • ConnectWise URL — Enter the absolute URL that you use to access your ConnectWise instance, using the format https://example.connectwise.com.

   • Company Identifier — Enter the company identifier that you entered on the ConnectWise sign in page. This is usually a string of alphanumeric characters.

   • ConnectWise Public Key — Enter the public key from the API member you created in Generate API keys.

   • ConnectWise Private Key — Enter the private key from the API member you created in Generate API keys.

   • Credential Expiry — (Optional) Enter the credential expiration date, if applicable.

8. Click Test and submit credentials.

Step 7: Provide integration information to Arctic Wolf

• Contact your Concierge Security® Team (CST) at security@arcticwolf.com through your usual ticketing workflow, and include this integration information:
  • ConnectWise board — The service board you created in Select a service board.
  • ConnectWise status — The status you created in Select a status for syncing with Arctic Wolf.
  • ConnectWise note types — Both the ConnectWise note type you want to use when replying to an Arctic Wolf ticket, and the note type that you want Arctic Wolf replies marked as. Select from these options:
    • Discussion
    • Internal
    • Resolution
  • Priority mappings — The priority levels in your ConnectWise instance that correspond to low, medium, high, and urgent priority tickets from Arctic Wolf.
  • Closure state — The ConnectWise ticket state that Arctic Wolf should use to mark a ticket as resolved.
  • Re-opening state — The ConnectWise ticket state that Arctic Wolf should use to mark a ticket as unresolved or re-opened.
  • ConnectWise company ID — The value you created in View Company ID.