Connectwise PSA Integration

Integrating ConnectWise PSA with ilert enables automated alert creation in ilert based on ticket updates in ConnectWise. This helps reduce mean time to resolution (MTTR) by providing real-time alerting and escalation from your service management tool.

In ilert: create an ConnectWise PSA alert source

1. In ilert, go to Alert sources → Alert sources and click Create new alert source.

   
2. Search for ConnectWise PSA in the search field, click the ConnectWise PSA tile, and then Next.

   
3. Give your alert source a name, optionally assign teams, and click Next.

4. Select an escalation policy by creating a new one or assigning an existing one.

   
5. Select your Alert grouping preference and click Continue setup. You may click Do not group alerts for now and change it later.

   
6. The next page shows additional settings, such as customer alert templates or notification priority. Click Finish setup for now.

7. On the final page, an API key and/or webhook URL will be generated. You will need it later.

Prerequisites

• A registered ConnectWise application with a client ID. You can obtain one here: https://developer.connectwise.com/ClientID

In ConnectWise PSA: Create an API key

1. In the ConnectWise PSA sidebar, navigate to Members.

1. Click on the API Keys tab.

1. Click on the + icon to create a new API key.

1. Enter a description in the Description field and click Save.

1. Copy the Public Key and Private Key for use in the next step.

In ConnectWise PSA: Create a callback

1. Use the following curl command to create a callback via the ConnectWise REST API:

curl -X POST "<API-BASE-URL>/v4_6_release/apis/3.0/system/callbacks" \
  -u "logincompany+publickey:privatekey" \
  -H "clientId: <clientId>" \
  -H "Content-Type: application/json" \
  -d '{
        "description": "ilert Callback",
        "url": "<INTEGRATION-URL>",
        "type": "ticket",
        "objectId": 1,
        "level": "owner",
        "inactiveFlag": false
      }'

Replace the following placeholders:

• <API-BASE-URL>: use one of the following depending on your region:

  • https://api-au.myconnectwise.net

  • https://api-eu.myconnectwise.net

  • https://api-staging.connectwisedev.com

  • https://api-na.myconnectwise.net

• logincompany: your ConnectWise company login name

• publickey: your ConnectWise API public key

• privatekey: your ConnectWise API private key

• <clientId>: your application's registered client ID

• <INTEGRATION-URL>: the ilert alert source URL

1. After running the command, the callback should appear under Members → API Callbacks in the ConnectWise PSA interface.

FAQ

Will alerts in ilert be resolved automatically?

Yes, as soon as a ConnectWise callback sends a ticket event with closedFlag value set to true, corresponding alert in ilert will be resolved.

What permissions are required in ConnectWise?

The API user must have permissions to create callbacks and access tickets.

Can I test the integration?

Yes. Create a test ticket in ConnectWise and verify that an alert appears in ilert.