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

Tip

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

Matching companies

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

  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.

    Tip

    If you ever want to cancel the matching, select Not Set.
  4. Click Save And Close to apply changes.

  5. Repeat steps 2-4 for each company.

Setting service boards

Default service board

After matching the companies, you have to set a service board, where the newly created service tickets will be sent to by default.

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

  2. Click the Settings button.

  3. On the Ticketing tab, in the Default service board name drop-down list, select the desired service board.

  4. Click Apply to save changes.

The system will start sending all monitoring alerts for all matched companies to the specified service board as service tickets.

Company-specific service boards

If you want the system to send tickets regarding a specific company to a service board other than the default one, you can change the default service board for that company as follows.

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

  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, select the desired service board.

  4. Click Save And Close to apply changes.

The system will start sending all monitoring alerts for the given company to the specified service board as service tickets.

Resolving 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 Integrations > ConnectWise Manage > Ticketing Settings.

  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 to save changes.

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 Integrations > ConnectWise Manage > Ticketing Settings.

  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 to apply changes.

  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 kinds and severity of the alerts.

Default 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 Integrations > ConnectWise Manage > Ticketing Settings.

  2. Click the Settings button.

  3. On the Ticketing tab, select the desired filters in the Default Backup Type Filters and Default Event Type Filters groups.

  4. Click Apply to save changes.

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 Integrations > ConnectWise Manage > Ticketing Settings.

  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 in regard to the company.

  5. Click Save And Close to apply changes.

Configuring tickets

Default ticket settings

  1. In your ConnectWise Manage environment, 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 Integrations > ConnectWise Manage > Ticketing Settings.

  5. Click the Settings button.

  6. On the Ticketing tab:

    • 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.

    • In the Infrascale Dashboard, go to Integrations > In the When resolved, set ticket status to drop-down list, select a status to set by default for resolved tickets.

    • In the Default Fields group, set properties to apply by default for all newly created tickets (unless they have specific properties applied).

      Note

      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.
    • In the Summary Format box, enter the default convention for naming the tickets.

      Tip

      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 to save changes.

Ticket-specific properties

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

  2. On the Fields Matching tab:

    • In the Action column, click Manage to change all ticket properties at once; or

    • Click the respective cell in each separate column (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 Integrations > ConnectWise Manage > Ticketing Settings.

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

Also, you can push events manually if needed. For this:

  1. In the Infrascale Dashboard, go to Monitoring > Backups History.

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

  3. Click Send as a Ticket to ConnectWise.

    Note

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