First of all, you have to match each ConnectWise company with corresponding company/partner in the Infrascale Dashboard. Matching is based on the ConnectWise company identifier.

wb_incandescent If you have matched companies previously, for example when configuring integration for billing purposes, skip this step.

Matching the companies

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Companies Matching tab, in the ConnectWise Id column, click the respective cell for the desired company.

  3. In the ConnectWise Company Id drop-down list, click the appropriate company ID.

  4. Click Save And Close.

  5. Repeat steps 2-4 for each company.

If you want to cancel the matching, click Not Set in the ConnectWise Company Id drop-down list.

Setting the service boards

After matching the companies, you have to set a service board, where the service tickets will be published to.

Default service board

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. Click the Settings button.

  3. In the Default service board name drop-down list, click the desired service board.

  4. Click Apply.

Now the system will send all monitoring alerts for all matched companies as service tickets to the specified service board.

If you want the system to send monitoring alerts for a specific company as service tickets to a different service board, you can change the default service board for that company as follows.

Specific service boards

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Companies Matching tab, in the Service Board column, click the appropriate cell for the desired company.

  3. In the Board Name drop-down list, click the desired service board.

  4. Click Save And Close.

Resolving the agreements

Unlike for the billing purposes, resolving the agreements for ticketing purposes is optional.

Automatic mass resolving

This allows to resolve multiple agreements according to the default matching condition. For example, if you know that agreements contain, or start with, or end with a specific text string.

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. Click the Settings button.

  3. On the Ticketing tab, in the Tickets agreement matching condition box, enter the expression rule (see details in Expression rules for matching).

  4. Click Apply.

The default matching condition is sufficient to resolve the agreements, if each company has only one agreement that match the default condition. Otherwise, the match will be ambiguous, and thus agreements will not be resolved.

Manual resolving

Most of the agreements can be resolved automatically. However, if there are still the unresolved agreements, i.e. that do not match the default condition, or the improperly resolved agreements, you have to resolve them manually.

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Companies Matching tab, in the Agreement column, click the respective cell for the desired company.

  3. In the Agreement Name drop-down list, click the appropriate agreement.

  4. Click Save And Close.

  5. Repeat steps 2-4 for all companies with unresolved agreements.

If you want to cancel the matching, click Not Set in the Agreement Name drop-down list.

Configuring filters

All monitoring alerts for endpoints relate to the specific backup and event types.

Backup types identify the nature of the backups, while event types indicate the kind and severity of the alerts.

Global filters

These filters allow to select backup and event types of the monitoring alerts, which will be sent to your ConnectWise environment as service tickets for all matched companies.

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. Click the Settings button.

  3. On the Ticketing tab, select the required Default Backup Type Filters and Default Event Type Filters.

  4. Click Apply.

Company-specific filters

These filters allow to select backup and event types of the monitoring alerts, which will be sent to your ConnectWise environment as service tickets for a specific matched company.

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Companies Matching tab, in the Backup Types or the Event Types column, click the respective cell for the desired company.

  3. Clear Use Default Backup Types or Use Default Event Types respectively.

  4. Select the filters you want to apply to the company.

  5. Click Save And Close.

Configuring tickets

Global ticket settings

  1. In ConnectWise Manage, go to System > Setup Tables.

  2. Find the desired service board, or create a new one.

  3. In the service board, create new type, subtype, item, and status.

  4. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  5. Click the Settings button.

  6. On the Ticketing tab:

    1. Select Create ticket only if issue holds for X day(s), and enter the desired number of days, if you want to set a delay for creating the tickets.

    2. In When resolved, set ticket status to, select a status that will be set for the resolved tickets by default.

    3. In the Default Fields group, set the ticket properties, that is priority, type, subtype, and item.

      info Ticket priority (Critical, High, Medium, Low) is a global ticket property defined in ConnectWise by default. It does not depend on a service board where the ticket is generated.
    4. In the Summary Format box, enter the default convention for naming the tickets.

      wb_incandescent By default, ticket names follow the convention {CompanyName}/{AccountName}/{SystemName}.
      You can change it using the other placeholders. Click Help on the right to see all available placeholders.
  7. Click Apply.

Ticket-specific properties

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Fields Matching tab:

    • In the Action column, click Manage (gear icon) to change ticket properties; or

    • Click the respective cell in each separate column (i.e., Ticket Priority, Ticket Type, Ticket Subtype or Ticket Item) to change a specific property.

Pushing events to ConnectWise

After you configure the integration itself, the system will automatically push events as service tickets to ConnectWise Manage.

You can enable or disable automatic pushing for a specific company as follows:

  1. In the Infrascale Dashboard, go to Settings > ConnectWise Ticketing.

  2. On the Companies Matching tab, in the Push Enabled column, select the desired companies to push the events for.

You can also push events manually, if needed:

  1. In the Infrascale Dashboard, go to Reporting.

  2. In the Event column, click the respective cell for the desired account/appliance.

  3. Click Send as a Ticket to ConnectWise.

    info This option is available, if data pushing was enabled for the relevant company and the event is covered by filters.