ConnectWise

ConnectWise is a business management platform designed for technology solution providers. It helps organizations streamline operations, sales, and communication by centralizing data from multiple sources and offering real-time visibility into key business functions.

The integration between Absolute and ConnectWise enhances visibility and communication between platforms by importing detailed device configuration data directly into the ConnectWise database. This allows for consistent and up-to-date inventory data within a single pane of glass.

Absolute allows you to create automated tickets in ConnectWise in response to system events, using Remote Monitoring (RMM) checks and alert actions.

The inventory data collected through this integration includes:

  • IP address
  • MAC address
  • OS information
  • Local drive details
  • CPU speed
  • Last login name

Having this comprehensive inventory data in ConnectWise allows a centralized location for managing and monitoring device information, enables quicker identification and resolution of issues, ensures that configuration data is consistent across platforms, reducing discrepancies and improving overall accuracy.

Prerequisites 

Administrator access to ConnectWise Manage for generating API keys

Guided walk-through: Setting Up the ConnectWise Integration in Absolute

❶

Generate API Keys in ConnectWise

  • Log in to ConnectWise.
  • In the top-right corner, select 'My Account' from the user dropdown.
  • Open the API Keys tab (if not visible, enable it in Settings).
  • Click + to create a new key pair.
  • Enter a name for the key and click 'Save'.
  • Note down the public and private keys immediately - you won't be able to view the private key again.
❷

Collect the Company ID

  • Go to 'Companies' in ConnectWise.
  • Search for an active company and record the Company ID.
❸

Add the ConnectWise Account to the Absolute console

  • Open your instance and go to Settings > Advanced
  • Under 'Integrations' select 'ConnectWise' and click ''+ Add'
  • Fill in the account details using:

    The public/private API keys

    The collected Company ID

    A name and description for the integration

    Set the region to 'Staging'

  • Click 'Connect', select a 'Board' and 'Company', then click 'Save'
❹

Link Devices via Sites in the console

  • Navigate to Devices > Sites.
  • Right-click and choose New Site.
  • Use the Company ID as the Site Name.
  • Add devices to this newly created site.

Guided walk-through: Creating Tickets

Within the console you can create a customized RMM packages for automated alerts and notifications of system failures, security breaches, performance issues, and other critical events, enabling quick response and resolution.

These alerts can be opened and displayed simultaneously within your ConnectWise and Absolute instances.

When configuring your RMM check (see the Remote Monitoring section for detailed information on RMM checks), you can add 'Create Ticket' and 'Update Ticket' actions on Open Alert and Close Alert events.

Example:

Set up an RMM check to monitor RAM usage on a device. This check should monitor RAM usage at regular intervals and trigger an alert if usage exceeds a predefined threshold.When the RMM check detects high RAM usage, it should automatically generate an alert and create a ticket in the ticketing system. The ticket should include details such as device name and any relevant diagnostic information. Once the issue is resolved and RAM usage returns to normal levels, the ticket will be updated and closed.

❶

On Open Alert:

  • In your RMM check workflow, go to Actions within the 'Checks to trigger Alert' > Integrations.
  • Select the previously added ConnectWise account.
  • Choose 'Create Ticket' action.
  • Enter a Summary (e.g., device name), a Description, and set the Priority.
  • Use variables such as device name or custom inventory values to auto-fill fields.
  • The ticket is generated simultaneously in Absolute and ConnectWise when triggered.
❷

On Close Alert:

  • Add an 'Update Ticket' action to your workflow.
  • Provide a closing message or status update.
  • The ticket will be marked resolved in 'ConnectWise'
❸

View Tickets in ConnectWise:

  • Go to Service Desk > Service Ticket Search.
  • Search using the Company ID, ticket summary, or other filters.
  • The ticket will reflect the configuration set in Absolute, including Company ID, contact, and priority.