ConnectWise Configuration

Updated Sep 27, 2023

If you are using old hardware or software to host your ConnectWise instance, you may be blocked from integrating your ConnectWise environment with Arctic Wolf. The Arctic Wolf 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

Configure ConnectWise integration

This guide outlines how to configure ConnectWise® to sync incident tickets with Arctic Wolf.

Requirements

Before you begin

Steps

  1. Create a security role.
  2. Select a service board.
  3. Select a status for syncing 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. Enter a name for the new role in the Role ID field.

  5. Click Save.

  6. On the Security Roles page, click the newly created role. The Security Modules page opens.

  7. Click System

  8. Next to Table Setup, click Customize. The Update Security dialog opens.

  9. Make sure these permissions are listed under Allow Access to these. If any are listed under Disallow Access to these, select the permission name and click <.

    • Company / Company Statuses
    • Company / Company Type
    • Service / Priority
    • Service / ServiceBoard
  10. Click Save to close the Update Security dialog.

  11. Configure these permissions:

    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 instead of creating a new board, proceed to Select a status for syncing with Arctic Wolf.

Otherwise, to create a new board:

  1. In the navigation menu, click System > Setup Tables > Search.
  2. Search for and select Service Board in the Table column. The Service Board List page opens.
  3. Click New Item to create a new service board.
  4. Fill in the remaining required fields and click Save.

Step 3: Select a status for syncing with Arctic Wolf

The status field is used to mark a ConnectWise ticket for Arctic Wolf. Any tickets that are saved with the selected status will start to sync with Arctic Wolf. After syncing has started, changing the status does not affect the syncing.

If you want to use an existing status instead of creating a new status, proceed to Generate API keys.

Otherwise, to create a new status:

  1. From the Service Board List page, select the board from Select a service board.
  2. Click the Statuses tab.
  3. Click New Item to create a new status.
  4. Under Status Description, enter a descriptive name for the status, for example Notify Arctic Wolf.
  5. Fill in the remaining required fields and 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 to create a new API member for Arctic Wolf.

  4. Under Role ID, select the role created in Create a security role.

  5. Under Default Board, select the board from Select a service board.

  6. Fill in the remaining required fields and click Save.

  7. Click the API Keys tab.

  8. Click New Item to create a new API key.

  9. Give the key a description and click Save.

  10. Copy the generated keys for the created API member to a secure location. You must provide these keys to Arctic Wolf as part of Provide credentials to Arctic Wolf.

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

Step 5: View Company ID

  1. In the navigation pane, click Companies > Companies.
  2. On the Company listing page, make note of the Company ID value for the company that Arctic Wolf sends tickets to. This will be provided to Arctic Wolf in Provide integration information to Arctic Wolf.

Step 6: Provide credentials to Arctic Wolf

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. In the menu bar, click Telemetry Management > Connected Accounts.

  3. Click Add Account +.

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

  5. From the list of cloud services, select ITSM ConnectWise Account.

  6. On the Add Account page, complete these steps:

    1. Account Name — Enter a unique and descriptive name for the account.
    2. Enter the absolute URL that you use to access your ConnectWise instance, using the format https://example.connectwise.com.
    3. Enter the company identifier that you enter on the ConnectWise sign in page. This is usually a string of alphanumeric characters.
    4. Enter the public and private keys from the API member created in Generate API keys.
    5. Credential Expiry — (Optional) Enter the expiration date if the credentials have an expiry date.
  7. Click Test and Submit Credentials.

Step 7: Provide integration information to Arctic Wolf

Create a ConnectWise ticket for Arctic Wolf

After you have configured the ConnectWise integration, you can create a ticket for any incident.

Notes:

  • The email address of the person creating the ticket in ConnectWise must be listed as a contact of your organization with Arctic Wolf.
  • Markdown formatting in comments is not synced between your organization and Arctic Wolf.
  • Attachments added through the Attachments tab are only synced to Arctic Wolf after a comment has been added to your ticket. To make sure that your attachment is received promptly, we recommend using a New Note to send attachments.
  1. In your ConnectWise instance, create a new ticket.
  2. Under Company, select the organization that this incident relates to.
  3. Select a Contact who is listed as a contact of your organization with Arctic Wolf.
  4. Under Board, select the board from Select a service board.
  5. Under Status, select the status from Select a status for syncing with Arctic Wolf.
  6. Fill in the remaining required fields and click Save to create the ticket and begin syncing with Arctic Wolf.
  7. To add comments and attachments for Arctic Wolf after your ticket is created:
    1. Click New Note.

    2. Select the Discussion checkbox.

    3. Add comments and attachments as needed.

      Note: Make sure that the total attachment size is less than 50 MB, and that all attachments are submitted with a comment.

      Tip: Click Show Options in the attachments dialog to change the accepted file formats.

    4. Click Save.

See also