Sample ConnectWise integration

In this sample integration, the customer connected their ConnectWise system with the Arctic Wolf ticketing system.

This customer receives Arctic Wolf tickets though an email connector to their ConnectWise PSA triage board. Tickets originally use Arctic Wolf as the company name, so to modify this, the customer uses an automation that sets the ticket source to Arctic Wolf and updates the company name to reflect the correct client. When the ticket is resolved in ConnectWise, a Rewst automation sends an API call to close the ticket in the Arctic Wolf system. The first attempt to create this automation in Rewst took a couple hours. A faster alternative could have been python.

Tools used

  • ConnectWise PSA — Main ticketing tool
  • Rewst — Automation-building tool

Automation workflow for closing tickets in the Arctic Wolf environment

  1. The system monitors for a technician to move a ConnectWise ticket with Arctic Wolf as the source to the Resolved status.
  2. The automation fetches the company name and internal ID values from the ConnectWise ticket.
  3. The automation performs a regex search on every note in the ticket to extract the Arctic Wolf ticket number.

    This action enables the automation to associate the Arctic Wolf ticket and the ConnectWise ticket.

  4. The automation searches a mapping table for the company name to locate the Arctic Wolf organization ID and data center location.
  5. The automation chooses the correct API URL based on the data region for the customer region, as identified by the data center location from the mapping table.
  6. The automation queries the Ticket API to find out if the ticket is still in a Pending status. If yes, the automation sends a command to close the ticket.

    This action ensures that if a ticket was already closed manually in Arctic Wolf, the automation doesn't cause an error.

These images demonstrate the ticket closure workflow:

Workflow of the Arctic Wolf ticket closure automation.

Rewst UI with the ticket closure automation configured.

Troubleshooting the ConnectWise automation

The customer solved for a few obstacles while building the automation.

ConnectWise and Arctic Wolf information mapping

The customer noticed that the company names in ConnectWise and Arctic Wolf systems don't always match, and the Arctic Wolf client ID is part of the API call. So, the customer set up a variable in Rewst, mapping each Arctic Wolf client ID to the company name in ConnectWise.

As part of this variable, the customer also added the data region for the customer so that the automation knows which Ticket API server to call.

Example code:
JSON 
{
  "CW Company Name A": {
    "id": "arctic-wolf-org-id-1",
    "pod": "us001"
  },
  "CW Company Name B": {
    "id": "arctic-wolf-org-id-2",
    "pod": "us002"
  }
}

Rewst integrations

The customer had to create four separate Arctic Wolf API integrations in Rewst: one for the Organizations API, and one for each Ticket API server.