Setup new ConnectWise Pod v2

If you are not utilizing our new version of the pod it is very simple to update to the new one. You can also run them concurrently until you are sure v2 is working properly for you. 

Login to MSP Process and go to Integrations -> PSA Integrations -> ConnectWise. 

Once you click ConnectWise you will see v2 link as shown below and you can click the copy button next to it. 

Now login to Connectwise and go to System -> Setup Tables and Search for Manage Hosted API. 

Once you select it you can update your existing POD or create a new one and utilize both side by side until you are sure v2 meets all of your needs. The naming of your pods may be slightly different than mine below but we recommend updating both Contact and Service Ticket pods. 

Select one of the existing ones to update it: 

Update the origin link to:

https://pod.mspprocess.com

To note if you want to create a new pod then the pod should look like the one above. The only setting to consider is whether you want the pod to be 600 or 800 in size. We generally recommend 800 if you have larger screens. If on a laptop you may want 600. 

Deploying the MSP Process Pod in ConnectWise

In MSP Process, navigate to Integrations -> PSA Integrations and then select your ConnectWise Integration. 

Then select the copy button as shown below; you'll need that when configuring the MSP Process pod in ConnectWise. 

Next, go into ConnectWise and select System -> Setup Tables. Once in setup tables search for the word manage and click into the Managed Hosted API table as shown below: 

Click the + sign to add a new entry: 

You can then fill in the information below as shown. The link you copied will be pasted into the URL field. Once you fill in the info click Save and Close. 

We will then create one more by clicking the + button again and setting up this one as a Service Ticket selection as shown below. All the settings are the same except for the name and the Screen should be set to "Service Ticket". Save and close once finished. 

Open your contact under Companies -> Contacts and then click the Plus or Configuration Gear box as shown to add the new Pod to your Contact Screen. Once you do you will need to login with your MSP Process credentials. 

Create a service ticket using your contact and add the MSP Process pod to the Service Ticket as shown below. 

Please note that each of your users will need to add these pods to their layout (the last two steps above) but they should already be there for them to add to their view. 

NOTE: Before completing the steps in this KB article, please setup a Security Role in ConnectWise that has the permissions outlined in this KB article.

Login to ConnectWise as an Admin and select System -> Members -> API Members as shown below: 

Click on + as shown below: 

Fill out all required fields - including specifying the Role as the one you created earlier - and click the Save button.

Click on API Keys and then click on the + sign to add a new key: 

Give it a description and click Save: 

The keys will disappear after you click save and close so copy both now to a document or directly into MSP Process before you save and close in ConnectWise. 

Now login to MSP Process and navigate to Integrations -> PSA Integrations. Click + to Add CRM and select ConnectWise. 

Select ConnectWise

Enter your PSA Connection Details: 

The next screen will have you select all your ticket settings. You will need to click Validation after selection and then submit. All fields shown below are required. The other fields are optional. 

Introduction

At MSP Process we believe in only setting the minimum permissions required to leverage our application for your business needs. Please find the outline below along with a more granular review of the permissions. 

Adding a Security Role for MSP Process

1. Login to your ConnectWise Manager account
2. Navigate to System -> Security Roles
3. Add a new role, name it MSP Process, and give it the permissions listed below: 

Area	Permission
Companies	Company Maintenance: Inquire (All) Company/Contact Group Maintenance: Inquire (All) *Configurations: Inquire (All) Contacts: Add/Edit/Inquire (All) CRM/Sales Activities: Inquire (All) Manage Attachments: Add/Inquire (All) Notes: Add/Edit/Inquire (All) Team Members: Inquire (All)
Finance	***Agreements: Inquire (All)  **Invoicing: Inquire (All)
Project	Project Tickets: Inquire (All)
Service Desk	Close Service Tickets: Add/Edit/Inquire (All) Resource Scheduling: Add/Inquire (All) Service Ticket - Dependancies: Add/Edit/Inquire (All) Service Tickets - Finance: Inquire (All) Service Tickets: Add/Edit/Inquire (All) SLA Dashboard: Inquire (All) Ticket Templates: Inquire (All)
System	Member Maintenance: Inquire (All) My Company: Inquire (All) Table Setup: Inquire (All)
Time and Expense	*** Time Entry: Add/Edit/Inquire (All)

* only required if you're allowing your end-users to link tickets in the MSP Process Client Portal to Configuration Items

** only required if using the Invoices tab within the MSP Process Client Portal

*** only required if you're creating Time Entries from the Ticketing -> PSA Tickets page, or from the MSP Process mobile app

       4. Within the System area, click the customize link beside the Table Setup permission (screeshot below):

       5. Make sure that the API user you've created has access to the following Setup Tables:

NOTE: The "Allow" column is on the left; the "Disallow" column is on the right. 

• Activities / Activity Status-CRM

• Activities / Activity Type

• Company / Company Status

• Company / Company Type

• Company / Configuration

• Company / Configuration Status

• Company / Team Role

• Contacts / Communication Type

• Contacts / Contact Relationship

• Contacts / Contact Type

• Contacts / Department

• General / Auto Sync

• Scheduling / Location

• Scheduling / Reminder Time

• Scheduling / Schedule Type

• Scheduling / Schedule Status

• Service / Priority

• Service / Service Board

• Service / Severity

• Service / Source

• Service / Ticket Description Links

• Service / Ticket Templates

• Time / Work Role

• Time / Work Type

 

6. You may then save and close the MSP Process Security Role.

 

API Endpoints Used by MSP Process

This is a list of all APIs we get information from or post using the API connections. Please adjust your permissions based on the details below. Please note that some of these API requests are part of other functions of our app and are not needed for End User and SMS utilization. 

Type	API (resource)	Description
GET	/company/companies/count	Check is connection is valid
GET	/company/companies/statuses	Get statuses (company filters)
GET	/company/companies/types	Get types (company filters)
GET	/company/configurations/statuses	Get statuses (configuration filters)
GET	/company/configurations/types	Get types (configuration filters)
GET	/company/configurations	Get configurations
GET POST	/company/companies	Get all companies
GET	/company/communicationTypes/info	For contact creation
GET POST	/company/contacts	For contact creation
GET	/company/noteTypes	note types
GET	/company/contacts/{contactId}/notes	contact notes
GET	/company/contacts/{contactId}	contact
GET	/company/contacts/count	contacts count
GET	/company/contacts/validatePortalCredentials	valiadate client portal credentials
POST	/company/contacts/requestPassword	request reset password

 

System

Finance

Service

Ticket Notes

Time Entries / Schedule entries

PSA Defaults allow you to predefine settings that will be used in SMS/Ticketing Processes.

Go to Integrations -> PSA Integrations

Click on the integration you have setup. In this case I'll use ConnectWise as an example. 

Select the defaults you'd like for the ticketing profile and click Submit

Name - Give your profile a name

Default Company - This is utilized when the system is not able to match a contact with a company. In this case the ticket will be set to your default company. We usually recommend this be your own business company in your PSA.

Type - Set the ticket type

Subtype - Set the ticket Subtype (optional)

Item - Set the Item (optional)

New Ticket Status - Set the new ticket status. This is the status we will set for new tickets that arrive. 

Closed Ticket Status - If you use close a ticket utilizing MSP Process it will use this status unless you select it. If the user closes the ticket it will set it to this status as well. 

SMS Received Status - When an SMS is received from a user the system can automatically update the status of the ticket. We usually recommend creating a status such as "SMS Received" that way whoever is working the ticket knows an SMS was received.