Configure ConnectWise integration

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

Requirements

• A ConnectWise account with administrator access.
• ConnectWise version 2022.1 or higher.

Before you begin

• If you have a self-hosted ConnectWise instance, add the Arctic Wolf IP ranges to your allowlist. To see the complete list of IP addresses that you must allowlist, go to the Arctic Wolf Unified Portal, and then click Help > Allowlist Requirements. The IP addresses that must be allowlisted are listed under Third-Party Managed Service Integrations.

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

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

• Send this integration information to your Arctic Wolf team through your usual ticketing workflow:
  • ConnectWise board — The service board from Select a service board.
  • ConnectWise status — The status from Select a status for syncing with Arctic Wolf.
  • ConnectWise note types — The ConnectWise note type that you want to use when replying to an Arctic Wolf ticket, and the note type that you want Arctic Wolf replies marked as. One of:
    • Discussion
    • Internal
    • Resolution
  • Priority mappings — The priority levels in your ConnectWise instance that correspond to low, medium, high, and urgent priority tickets from Arctic Wolf.
  • Closure state — The ConnectWise ticket state that Arctic Wolf should use to mark a ticket as resolved.
  • Re-opening state — The ConnectWise ticket state that Arctic Wolf should use to mark a ticket as unresolved or re-opened.
  • ConnectWise Company ID — The value from View Company ID.

Create a ConnectWise ticket for Arctic Wolf

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

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

• ConnectWise documentation