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.

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 synchronizing 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.

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.

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.

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.

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.

1. Sign in to the Arctic Wolf Unified Portal.
2. In the navigation menu, click Organization Profile > Integrations.
3. Click the ITSM tab.
4. Click ConnectWise.
   Note: You can change your integration at any time, for example, to ServiceNow. In the Integration Type section, click Change Integration, and then in the Change Integration window, click Remove Integration. Your ITSM integration settings are removed and you can select a different integration option.
5. In the Account Information section:
   • ConnectWise URL — Enter the absolute URL that you use to access your ConnectWise instance, using the format https://example.connectwise.com.
   • ConnectWise 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.
6. Click Validate Connections.
7. After receiving a "Validation Success" confirmation message, click Next: Sync Settings.
8. In the Sync Settings section:
   • ConnectWise Company ID — Enter the value you created in View Company ID.
     Note: This field does not appear if you are an MSP. MSPs fill in this field during Synchronize tenants for ConnectWise.
   • ConnectWise Service Board — Select the service board you created in Select a service board.
9. In the Status for Ticket Routing section:
   1. ConnectWise Status for Arctic Wolf Ticket Routing — Select the ConnectWise ticket status that you will use to route tickets to Arctic Wolf.
   2. Optional: ConnectWise Unlinked Status — Select the ConnectWise ticket status that you will use to stop syncing tickets with Arctic Wolf.
      The ConnectWise status you select for ConnectWise Unlinked Status cannot be used for ticket routing or status mapping.

      Note: When a ticket is unlinked, Arctic Wolf can no longer update the ticket. Unlinked tickets cannot be synced again.
10. Optional: In the Source section, in the ConnectWise Source list, select a source.
    Tickets that Arctic Wolf creates will be marked as originating from this source.
11. In the Priority Mapping section, for each Arctic Wolf priority level, select a corresponding ConnectWise ticket priority level.
12. In the Status Mapping section:
    • Solved — Select the ConnectWise ticket status that Arctic Wolf should use to mark a ticket as resolved.

    • Unresolved — Select the ConnectWise ticket status that Arctic Wolf should use to mark a ticket that gets reopened after it is marked as Solved.

13. In the Default Note Preferences section:
    • Note Type Used by Arctic Wolf — Select the ConnectWise note type that replies from Arctic Wolf will have.

    • Note Type Sent to Arctic Wolf — Select the ConnectWise note type that will be synced to Arctic Wolf. Note types not selected here will be ignored.

14. Click Next: Callback Installation.
15. Click Save New Integration.