ConnectWise Integration¶
Overview¶
This integration allows you to connect to ConnectWise Manage to create, update, retrieve, and manage service tickets.
Configuration¶
To configure this integration within the SOAR platform, you typically need the following ConnectWise Manage details:
Server URL: The URL of your ConnectWise Manage instance (e.g.,
na.myconnectwise.net,eu.myconnectwise.net, or your on-premise URL).Company ID: Your ConnectWise Company ID.
Public Key: Your ConnectWise Manage API Public Key.
Private Key: Your ConnectWise Manage API Private Key.
(Note: The exact parameter names might vary slightly depending on the specific SOAR platform configuration interface. Ensure the API Member used has the necessary permissions for Service Ticket management.)
Actions¶
Create Ticket¶
Create a ConnectWise ticket.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.company(string, required): Company identifier (name or ID).board(string, required): Board name.summary(string, required): Specify the summary for the new ticket (max 100 characters, will be truncated).status(string, required): Status name (e.g.,Unassigned).priority(string, required): Priority name (e.g.,Priority 3 - Normal Response).owner_name(string, optional): ConnectWise member name to assign this ticket to (e.g.,connectwise_user_1).email_note_cc(string, optional): Comma-separated list of email addresses to receive note updates.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the ticket creation, likely including the new ticket ID.
Add Comment To Ticket¶
Add new comment to a ticket in ConnectWise.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.ticket_id(string, required): ConnectWise ticket ID (e.g.,608718).comment(string, required): Comment content to attach to a ticket.internal(bool, optional): If checked, mark the comment as internal.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the comment addition.
Get Ticket¶
Get ConnectWise ticket by ID and attach ticket JSON as a file.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.ticket_id(string, required): Fetch ticket by ID.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the ticket details (often attached as JSON).
Create Alerts Ticket¶
Create a ConnectWise ticket for each new Siemplify alert.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.company(string, required): Company identifier.board(string, required): Board name.status(string, required): Status name (e.g.,Unassigned).priority(string, required): Priority name (e.g.,Priority 3 - Normal Response).initial_description(string, required): Initial description text for the ticket (often populated with alert details).owner_name(string, optional): ConnectWise member name to assign this ticket to.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the ticket creation for the alert(s).
Ping¶
Test Connectivity to ConnectWise Manage.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the ping action.
Close Ticket¶
Close ConnectWise ticket.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.ticket_id(string, required): ConnectWise ticket ID (e.g.,608718).custom_close_status(string, optional): Specify a custom closed status name if different from the default (e.g.,Completed).target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the close operation.
Add Attachment To Ticket¶
Add an attachment to the ticket in ConnectWise.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.filename(string, required): Specify the filename for the attachment (including extension). This is also used as the title.base64_encoded_file(string, required): Specify the base64 encoded file content.ticket_id(string, required): Specify the ID of the ticket to add the attachment to.allow_only_owner_update(bool, optional): If enabled, only allow the owner to update the attachment.display_in_customer_portal(bool, optional): If enabled, display the attachment in the customer portal.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the attachment upload.
Update Ticket¶
Update ticket details in ConnectWise.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.ticket_id(string, required): Ticket ID to be updated (e.g.,609620).summary(string, optional): Specify the updated summary (max 100 characters).type_name(string, optional): Type name (e.g.,Application).sub_type_name(string, optional): SubType name (e.g.,Adobe).item_name(string, optional): Item name (e.g.,Development).owner_name(string, optional): ConnectWise member name to assign the ticket to.board(string, optional): Board name.priority(string, optional): Priority name (e.g.,Priority 3 - Normal Response).status(string, optional): New ticket status (e.g.,In Progress (plan of action)).email_note_cc(string, optional): Comma-separated list of email addresses to receive note updates.target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the ticket update operation.
Delete Ticket¶
Delete ConnectWise ticket by ID.
Arguments:
case_id(string, required): The ID of the case.alert_group_identifiers(List[string], required): Identifiers for the alert groups.ticket_id(string, required): Ticket ID to be deleted (e.g.,607167).target_entities(List[TargetEntity], optional): Optional list of specific target entities (Identifier, EntityType) to run the action on.scope(string, optional): Defines the scope for the action. Defaults to “All entities”.
Returns:
dict: A dictionary containing the result of the deletion operation.
Notes¶
Ensure the ConnectWise integration is properly configured in the SOAR Marketplace tab with the correct Server URL, Company ID, Public Key, and Private Key.
The API Member associated with the keys needs appropriate permissions for Service Ticket management.
Board names, Status names, Priority names, etc., must match the values configured in your ConnectWise Manage instance.
Ticket summaries are truncated at 100 characters by the API.