ConnectWise PSA Integration
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SECURITY Administrator
NAVIGATION Setup > Integrations > ConnectWise
About the integration
The ConnectWise PSA™ integration allows you to join together your Datto RMM and ConnectWise PSA accounts. This allows you to manage tickets created by Datto RMM (either manually or through automatic alerts) and to associate them with companies and devices within ConnectWise PSA. In addition, you can automate the mapping and creation of ConnectWise PSA configurations for Datto RMM devices.
Requirements
- If you are connecting to an on-premise ConnectWise PSA server, you will also need to add the IP addresses listed in IP addresses per platform (Outbound) for outbound communication.
- You must have a ConnectWise PSA Standard or Premium account. ConnectWise PSA Basic is not supported.
How to...
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- In ConnectWise PSA, navigate to System > Security Roles.
- Click the plus sign icon to create a new Security Role with the following permissions:
Setting/Module | Add Level | Edit Level | Delete Level | Inquire Level |
---|---|---|---|---|
Companies | ||||
Company Maintenance | None |
None |
None |
All |
Configurations | All |
All |
None |
All |
Manage Attachments | All | None | None | All |
Management | None |
None |
None |
All |
Finance | ||||
Agreements | None | All | None | All |
Procurement | ||||
Product Catalog | None | None | None | All |
Service Desk | ||||
Close Service Tickets | None | All | None | All |
Service Tickets | All | All | None | All |
SLA Dashboard | None | None | None | All |
System | ||||
API Reports | None | None | None | All |
System Reports | None | None | None | All |
Table Setup | All | None | None | All |
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- In ConnectWise PSA, navigate to System > Members.
- Navigate to the API Members tab.
- Click the plus sign icon to create a new member.
- In the System > Role ID field, select the Security Role created in Configure a Security Role in ConnectWise PSA.
- Enter the rest of the required details and then click the Save icon.
- Navigate to the API Keys tab.
- Select the member you wish to generate keys for and click the plus sign icon.
- Enter a description for your API keys and click the Save icon.
- Observe that a Public Key and a Private Key are generated, and make note of these keys. After initial creation, the Private Key will no longer be visible.
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NOTE If you have any other currently enabled PSA configurations, you must disable them first before you can enable the ConnectWise PSA Integration.
- Enter the following details:
Field | Description |
---|---|
ConnectWise URL | The ConnectWise PSA URL. The site URL can point to an on-premises or cloud location, must include the appropriate protocol, and must not contain www. For example, https://connect.mycompanydomain.com. |
Company | Your company name that you use to log in to your ConnectWise PSA account. |
Public key | Refer to Generate API Keys in ConnectWise PSA. |
Private key | Refer to Generate API Keys in ConnectWise PSA. |
NOTE All fields are required in order to complete the integration setup.
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In the Sites tab, you can link ConnectWise PSA companies to Datto RMM sites. This allows you to associate any ConnectWise PSA configurations automatically created from Datto RMM devices with the correct companies in ConnectWise PSA.
- From the Type drop-down menu, select the applicable types of companies you want to sync to Datto RMM from Connectwise PSA.
-
From the Status drop-down menu, select which statuses companies should have in order to be synced to Datto RMM. Once at least one type and one status have been selected, all applicable companies will populate below.
- Once the ConnectWise PSA companies have loaded, you can select the RMM site you want to map by clicking the Enter Site name field. If the site does not yet exist in Datto RMM, you can select Create New. Selecting Create New will create a corresponding site in Datto RMM for each ConnectWise PSA company with this option selected when the mapping is confirmed.
- Once you've finished configuring the site mapping, click Map Selected to save your configuration and map the ConnectWise companies to the corresponding Datto RMM sites and/or create sites for any companies where Create New is selected.
NOTE Clicking Mapped will allow you to review existing mappings.
NOTE If a ConnectWise PSA company is configured to have multiple company types, the company can appear when loading companies for any of the associated company types. Once an RMM site is mapped to the company, it will no longer appear in the list to map for additional company types.
NOTE If a ConnectWise PSA company is configured to have multiple sites, the company will appear in the list multiple times for each company and site combination. Once a company and site combination is mapped to an RMM site, it will no longer appear in the list to map. The ConnectWise PSA company and site combination will also be reflected in any tickets generated. Refer to Round-trip ticketing.
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The Devices tab allows you to link Datto RMM device types and ConnectWise PSA configuration types. This tab contains the following three sections:
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This section allows you to link Datto RMM device types and ConnectWise PSA configuration types. These mappings only apply to new ConnectWise PSA configurations; they will not affect existing configurations.
An attempt is made to match similarly named Datto RMM device types to ConnectWise PSA configuration types. Click the name of the configuration type to modify incorrect mappings and use the drop-down menu to search for a better match. Click Save Configurations to save the mapping change or navigate away from the Devices tab to discard your changes.
NOTE If the device type is changed in Datto RMM, the Type field in the configuration is correspondingly updated. The update will respect the mapping of device types and configuration types in ConnectWise PSA.
NOTE If none of the listed configuration types are appropriate, you will need to create a new configuration type within ConnectWise PSA.
NOTE If multiple warnings are encountered that prevent devices from being created, they will appear as pop-ups in the UI. Click Remove all ConnectWise warnings to clear these warnings.
IMPORTANT Datto RMM devices cannot be used to create new ConnectWise PSA configurations if the configuration type has any Questions selected as Required. A warning will display next to these fields in Datto RMM. Devices in Datto RMM can only be mapped to preexisting configurations in ConnectWise PSA (in which these questions have been already answered). To create new devices with these configuration types, questions must be cleared as Required in the Configuration Setup Table within the ConnectWise PSA interface. For more information, refer to Configuration Setup Table.
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This section allows you to choose whether or not you want devices in Datto RMM to automatically map to a new or existing configuration item in Connectwise PSA. You will also get to choose the device mapping logic.
- To enable automatic device mapping, turn on the Automatically map new Devices to Configurations toggle.
- Under Automatic Mapping Logic, you will be able to choose what action you want to take place when a device is detected in Datto RMM that is not mapped to a ConnectWise configuration. The rules take effect from the top down, so if a device does not meet a mapping logic rule, then Datto RMM will check the next item in the list.
The following actions are available to take:
- Map: Maps the Datto RMM device to the detected matching ConnectWise configuration. In the case that no match or multiple matches can be found, it will move down to the next item in the list.
- Do not map: Leaves the device unmapped. You can still use Manual Device Mapping to map these devices.
- Create New: Creates a new configuration in ConnectWise PSA, and maps the Datto RMM devices to it.
- To save your configuration, click Save Mapping Logic.
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This section allows you to review and unmap your mapped devices as well as configure mapping for any unmapped devices.
NOTE Devices not currently mapped to configurations are shown by default. Select Mapped view the devices that are already mapped.
NOTE Devices will not be available to map until they have been audited by the Datto RMM platform.
To map unmapped devices:
- Click Unmapped.
- Select the check box next to the devices you wish to map.
- Use the search box under ConnectWise Configuration Name to search all unmapped configurations in the company linked to the Datto RMM site the device belongs to. If no existing configuration exists, you can search for Create New and select the Create New (device name) option.
- Once all devices you wish to map have been configured, make sure those devices are selected and click Map Selected.
- In the confirmation dialog box, click Confirm to map the selected devices.
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Unmapping a device in Datto RMM will unmap the device from its configuration in ConnectWise PSA.
To unmap a device, perform the following steps:
- In the Devices tab, navigate to Manual Device Mapping.
- Click Mapped.
- Select the devices you wish to unmap.
- Click Unmap Selected.
- In the confirmation dialog box, click Confirm to unmap the selected devices.
- Observe that the status of the device in its configuration within ConnectWise PSA remains Active.
NOTE A device will be automatically unmapped if it is deleted from Datto RMM, and its status will be set to Inactive within the configuration in ConnectWise PSA.
NOTE If a device is deleted from a configuration in ConnectWise PSA, it will remain mapped in Datto RMM until you unmap it.
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The Alerts tab allows you to enable the creation of ConnectWise PSA tickets as well as to configure the ticket source and to map Datto RMM alert priorities to ConnectWise PSA ticket priorities.
NOTE For successful ticket creation, Service Boards must have a default team and status configured within ConnectWise PSA.
NOTE It is recommended that you leave the Enable Ticket Sync field set to Off until Priority and Ticket settings are configured.
- In the Alert Mapping section, map the RMM Monitor Priority section to the appropriate ConnectWise ticket priorities using the drop-down menus.
- In the Ticket Settings section, select the proper ConnectWise ticket source from the drop-down menu. You can also configure repeating alerts here. Refer to Configure repeating alert.
- In the Default Ticket Settings, select the Service Board, Type, Subtype, Item, Open Status, and Closed Status in the drop-down menus for each monitor type. You can configure these values to be the same across all monitor types using the Apply to all rows drop-down menus at the top of the list.
- Once you have finished configuring the Alerts tab, you can turn on the Enable Ticket Sync toggle if you wish to start syncing tickets upon saving.
- Click Save at the top or bottom of the page to save your changes.
NOTE All Ticket Attributes can be overridden at the individual monitor level. You may specify whether new tickets will be created in ConnectWise PSA when adding or updating a monitoring alert for a device.
IMPORTANT You are not required to complete this section in order to map devices; however, a new ticket cannot be manually created for a device until it is mapped in ConnectWise PSA.
NOTE For information about Agent ticketing for end users, refer to Integrated ticketing with ConnectWise PSA.
Configure repeating alert
Within the Ticket Source section, you can configure whether to consider a Datto RMM alert to be repeating if any ConnectWise PSA tickets have been created for the same monitor and the same device within a configured timeframe (minutes/hours). Repeating alerts are only added to existing ConnectWise PSA tickets that are not resolved or closed.
To configure a repeating alert, turn on the Group alerts into a single ticket if they have the same issue for the same device toggle. Enter a number for the time frame, and then select either minutes or hours from the drop-down menu.
Where repeating alerts are configured, when a ticket is resolved in ConnectWise PSA that contains multiple repeat alerts, all alerts associated with the resolved ticket will also be closed in Datto RMM.
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IMPORTANT The ConnectWise Agreement Mapping feature in Datto RMM supports only one agreement type per device type. If a company in ConnectWise uses a different agreement type than the one specified in the agreement mapping section for an RMM device type, the quantity numbers will not be updated.
IMPORTANT To complete this section, you must already have an Agreement with at least one Addition configured in ConnectWise PSA. You must also have the required Finance and Procurement permissions configured for your Security Role in ConnectWise PSA. Refer to Configure a Security Role in ConnectWise PSA.
This section allows you to map Datto RMM device types to ConnectWise PSA Agreement Types and Product IDs. Click into the Agreement Type and Product ID fields for each device type to select the appropriate values from the drop-down menus.
NOTE Agreement Types and Product IDs that are Inactive in ConnectWise PSA will not be available for mapping in Datto RMM.
In Datto RMM, a device quantity represents the number of devices in a site. Once you have completed this section and have also mapped sites to companies in the Map ConnectWise PSA companies to Datto RMM sites section, any devices that are mapped or unmapped in the Map Datto RMM device types to ConnectWise PSA configuration types section will count toward the device quantity for a mapped site.
Click Save to save your changes or navigate away from the tab to discard them. Once changes are saved, the relevant ConnectWise PSA Agreement will be determined based on the mapped Agreement Type, and the Addition associated with that Agreement will be updated based on the mapped Product ID. Within the Addition, the Total Quantity field represents the device quantity, which will be incremented or decremented automatically.
NOTE The Total Quantity field in ConnectWise PSA is only incremented or decremented when triggered by certain operations. If Agreement Mapping is configured after a Datto RMM device has already been synced with a ConnectWise PSA configuration, the Total Quantity field will not be updated to reflect the current total. You must first manually adjust the Total Quantity field in the Addition to reflect the number of Managed devices in Datto RMM. Once adjusted, the Total Quantity field will then be automatically incremented or decremented when triggered by one of the following operations:
• Device is added (+1)
• Device is deleted (-1)
• Existing mapped device is moved to the current site (+1)
• Existing mapped device is moved from the current site to another site (-1)
• Device type is changed (+1/-1)
• Datto RMM site is deleted (-1)
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You can disable ticket synchronization temporarily by turning off the Enable Ticket Sync toggle within the Alerts tab. All of the ticket integration settings will be retained until the next time it is enabled. Tickets will begin generating from the moment ticket synchronization is re-enabled.
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Once the settings are saved, the systems will synchronize. Tickets and device information generated by Datto RMM will now automatically be synchronized to ConnectWise PSA. When a ticket's details are updated in ConnectWise PSA, the change is automatically synchronized back to Datto RMM.
Features
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Round-trip ticketing works automatically. When tickets are closed in ConnectWise PSA, the corresponding alert will be resolved in Datto RMM. When an alert is resolved in Datto RMM, the corresponding ticket will be closed in ConnectWise PSA.
NOTE Configuring which ticket statuses will cause tickets to be in a closed state in ConnectWise PSA (which triggers Datto RMM alerts to be resolved) is done within ConnectWise PSA.
Tickets are generated by Datto RMM in one of two ways:
- Manually by selecting New Ticket from the Monitor Alerts page (legacy UI) or the Single Alert View page (New UI). Refer to Action bar icons in the legacy UI and Create Ticket in the New UI.
- Automatically by an alert generated based on a monitor configured for the device. Refer to Integrated ticketing with ConnectWise PSA in the legacy UI or ConnectWise PSA in the New UI. The ticket is then created and associated with the device's configuration within ConnectWise PSA.
You can open the ticket by clicking the ticket number anywhere in the New UI:
Alternatively, you can click the ticket number anywhere in the legacy UI:
The ticket then opens in ConnectWise PSA.
Diagnostic information about the device is only added to the ticket if diagnostic details are available in the alert. Refer to View and act on alert information in the legacy UI or Timeline in the New UI.
NOTE The RMM Device and RMM Alert fields are automatically generated by Datto RMM. Click the icon next to these fields to go directly to the device or alert page respectively in Datto RMM.
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To manage a device via ConnectWise PSA, on the Configuration page for the device, click the Manage Device link to open the device summary page in Datto RMM. Refer to Device summary.
NOTE You must be logged into your Datto RMM account; otherwise you will be prompted to log in first.