Configuring ConnectWise Integration

Configuration Guide

Overview Direct link to this section

This guide outlines how to configure your ConnectWise instance to track the tickets that Arctic Wolf® sends.

Before you begin Direct link to this section

Configuring ConnectWise integration requires you to include Arctic Wolf IP ranges in your AllowList. To see a complete list of IP addresses that you must AllowList, go to the Arctic Wolf Portal, click on your organization name, and select Arctic Wolf IP Addresses. The IP addresses that must be AllowListed are listed under If you use Arctic Wolf third-party integrations.

Tip: Arctic Wolf provides public IP ranges on the Arctic Wolf Portal. This list of IP ranges changes over time and you are responsible for updating your systems when this happens.

Generating API keys Direct link to this section

To generate the API keys required for ConnectWise integration:

  1. Sign in to your ConnectWise instance.

  2. In the navigation pane, select System and then look for the Members option.

  3. From this page, navigate to the API Members tab.

  4. Create a new member for Arctic Wolf and fill in the fields as required.

    Note: You must ensure that the Role ID of the selected API Member is an Admin for the integration to work.

  5. Navigate to the API Keys tab.

  6. Select + to give the key an arbitrary description, and then save changes.

  7. Copy the generated keys for the created API member to a secure location. You must provide these keys to Arctic Wolf as part of Providing ConnectWise integration information to Arctic Wolf.

Note: The private key is permanently hidden after you leave this page.

Viewing Company_RecID Direct link to this section

To view your Company_RecID, you must enable the hidden column for this value. To enable columns for Company_RecID:

  1. Sign in to your ConnectWise instance.
  2. In the navigation pane, click Companies > Companies.
  3. On the Company listing page, click the gear beside the page number list to open a dialog box.
  4. Under Hidden Columns, locate Company_RecID, and then select it.
  5. Click > to add Company_RecID to the Visible Column field.

Providing ConnectWise integration information to Arctic Wolf Direct link to this section

To provide the necessary values to Arctic Wolf:

  1. Sign in to the Arctic Wolf Portal.

  2. Navigate to Contact Your CST and fill in the following fields:

    • Subject — ConnectWise integration information for ticket tracking.
    • Message — Paste the following values:
    Value Description
    Company ID from ConnectWise The company ID that you enter on the ConnectWise sign in page. This is normally a string of alphanumeric characters.
    Company_RecID The identifier of the company that Arctic Wolf pushes tickets to. See Viewing Company_RecID for instructions.
    Client Company_RecID mapping For Arctic Wolf to push tickets directly to a customer you manage through ConnectWise, include a client mapping with the following format: { Client Name: Client's Company_RecID }
    Public Key The public key from the created API member in Generating API keys.
    Private Key The private key from the created API member in Generating API keys.
    ConnectWise instance URL The absolute URL that you use to access your ConnectWise instance, in the form https://example.connectwise.com.

    Tip: Include any questions or other information that you have in the message body.

  3. Select Send to send the email.

  4. In the created ticket, confirm with your CST that the integration has been successfully configured.

Changing default board for ConnectWise tickets Direct link to this section

You can optionally change the default board that ConnectWise tickets appear in.

  1. Sign in to your ConnectWise instance.
  2. In the navigation pane, select System and then look for the Members option.
  3. Click the API Members tab.
  4. Select the configured Arctic Wolf API member.
  5. Under Service Defaults, review the Default Board selected.
  6. If desired, select a different Default Board.
  7. Click Save.

See the ConnectWise documentation for more information about these settings.