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Onboarding and Self-Service


ConnectWise Configuration

Updated Apr 10, 2024

Configure ConnectWise to integrate with Arctic Wolf

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

Note: As of July 31, 2023, Arctic Wolf supports a bidirectional ConnectWise integration that syncs ticket creation and updates between Arctic Wolf and your ConnectWise environment. We recommend that all customers with legacy integrations configured before this date migrate to the new integration.

The new integration uses credentials associated with a custom ConnectWise API member Role ID, instead of an administrator role. For more information about the custom Role ID permissions, see Step 1: Create a security role.

There are no additional costs associated with the new integration.

Requirements

Before you begin

Note: If you use old hardware or software to host your ConnectWise® instance, you might be blocked from integrating your ConnectWise environment with Arctic Wolf®. The Arctic Wolf IT service management (ITSM) integration uses a callback mechanism to a self-hosted Arctic Wolf URL. This webhook is secured by Arctic Wolf and requires that your TLS ciphers are up to date, following ELBSecurityPolicy-TLS13-1-2-2021-06 from AWS.

TLS protocols:

  • Protocol-TLSv1.2
  • Protocol-TLSv1.3

TLS ciphers:

  • TLS-AES-128-GCM-SHA256
  • TLS-AES-256-GCM-SHA384
  • TLS-CHACHAZO-POLY1305-SHA256
  • ECDHE-ECDSA-AES128-GCM-SHA256
  • ECDHE-RSA-AES128-GCM-SHA256
  • ECDHE-ECDSA-AES128-SHA256
  • ECDHE-RSA-AES128-SHA256
  • ECDHE-ECDSA-AES256-GCM-SHA384
  • ECDHE-RSA-AES256-GCM-SHA384
  • ECDHE-ECDSA-AES256-SHA384
  • ECDHE-RSA-AES256-SHA384

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. Configure your ConnectWise ticketing integration.
  7. Synchronize tenants.

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:

  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: Configure your ConnectWise ticketing integration

Note: If you are an MSP, only submit your credentials for the parent company hosting the ConnectWise PSA or Manage tenant.

  1. Sign in to the Arctic Wolf Unified Portal.
  2. Click Organization Profile.
  3. In the navigation menu, click Integrations.
  4. Click ConnectWise.
  5. In the Account Information section, fill in these fields:
    • 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.
  6. Click Validate Connection.
  7. After receiving a “Validation Success” confirmation message, click Next: Sync Settings.
  8. In the Sync Settings section, fill in these fields:
  9. Under Status for Ticket Routing, select the ConnectWise ticket status that you will use to route tickets to Arctic Wolf.
  10. Under Priority Mapping, for each Arctic Wolf priority level, select a corresponding ConnectWise ticket priority level.
  11. Under Status Mapping, fill in these fields:
    • 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.
  12. Under Default Note Preferences, fill in these fields:
    • 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.
  13. Click Next: Callback Installation.
  14. Click Save New Integration.

Step 7: Complete the ConnectWise integration process

Enable synchronization

  1. Toggle Sync Enabled on.

  2. Click Request Sync Test.

    The Sync Test dialog appears.

  3. Select a recipient.

    Tip: The list of recipients are the contacts in your contact directory. For more information, see User permissions.

  4. To complete your ConnectWise integration, click Start Sync Test.

    The Arctic Wolf server checks for integration errors.

Synchronize tenants

Note: This task is for MSPs.

In the Unified Portal, after you configure your ConnectWise ticketing integration, the organizations you manage in ConnectWise appear in the Customer List section. To complete your ConnectWise integration, you must synchronize at least one tenant.

  1. In the Customer List section, for each organization, enter the corresponding ConnectWise company ID.
  2. (Optional) For one or more organizations, override the Default Note Preferences settings that you configured in Configure your ConnectWise ticketing integration:
    • Note Type Used by Arctic Wolf — If desired, change the Default value to Discussion, Internal, or Resolution.
    • Note Types Sent to Arctic Wolf — If desired, change the Default list.
  3. Under Actions, click Save.
  4. Toggle Sync Enabled on for at least one customer.
  5. Repeat these steps to enable synchronization for each organization:
    1. Under Actions, click > Request Sync Test.

      The Sync Test dialog appears.

    2. Select a recipient.

    3. To complete your ConnectWise integration, click Start Sync Test.

      The Arctic Wolf server checks for integration errors.

See also