ConnectWise
• 3 min to read •
ConnectWise is a platform tool built for technology solution providers to run their business. It is dedicated to help organizations with sales, collaboration, and communication. The key aspect of the system is that it allows to centralize data from across multiple channels, and provide real-time visibility in operations.
Integration between Syxsense and ConnectWise, provides access to detailed configuration data of devices. This information is drawn from Syxsense into the ConnectWise DB. Such integration enhances communication and ensures consistent updates across platforms.
Integration between Syxsense and ConnectWise, provides access to detailed configuration data of a devices. This information is drawn from Syxsense into the ConnectWise DB. Such an integration enhances communication and ensures consistent updates across platforms.
The collected Inventory data includes:
- IP address
- MAC address
- OS information
- Local drive information
- 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.
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Prerequisites Administrator access to ConnectWise Manage for obtaining the public and private keys. |
| ❶ | Log in to ConnectWiseDrop-down TitleDrop-down Title
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| ❷ | At the top-right of the page, from your user account drop-down list, select My AccountDrop-down TitleDrop-down Title
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Generate public and private keys:
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After the keys are generated, it is important to note them down. After the key pair is saved, you cannot see the private key again. These keys will be used to configure your instance to connect to ConnectWise.Drop-down TitleDrop-down Title
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Open Companies > Perform Search > Find a company with Status: Active > Collect Company IDDrop-down TitleDrop-down Title
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Go to you instance > In the upper right corner choose ‘Settings’ icon ① > Under Integrations choose ‘ConnectWise’ ② > Click ‘+ Add’ ③ > Fill in the Account details with the previously generated keys and your company information:
Click ‘Connect’ > Select Board and Company from the drop-downs > Click ‘Save’Drop-down TitleDrop-down Title
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Go to Devices > Sites > Create a Site: right-click it and choose New Site > Use the collected Company ID as the Site Name > Add devices to the created site Drop-down TitleDrop-down Title
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To view the inventory data of devices in ConnectWise, go to Companies > Use Search to find your Company ID > Choose Configurations to open the list of devices > Choose the deviceDrop-down TitleDrop-down Title
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Click on the selected device to see the detailed information, which includes:
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Guided walk-through: Create a TicketGuided walk-through: Create a Ticket
Within Syxsense 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 Syxsense 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.
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On Open Alert Choose Integrations under the Actions on the right of the workflow canvas. Under Integrations you can choose the account which has been previously added to your instance (as described in the walk-through above) and choose 'Create Ticket'. In ConnectWise this ticket will be displayed with the same Company ID.Drop-down TitleDrop-down Title |
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Add Summary (in ConnectWise this will displayed as the name of the ticket) and Description for the ticket. It is useful to add a device name into the Summary to facilitate a search process. Here you can also use variables, like Inventory value, for example, device name or custom variables. Set the urgency of the alert according to ConnectWise categories in the Priority dropdown. Once configurations are saved, whenever the alert is triggered, the ticket will be created on both sides simultaneously.Drop-down TitleDrop-down Title
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On Close Alert To update the ticket with relevant status, add an 'Update Ticket' action to the monitoring check. You will be prompted to add a description note for the update.Drop-down TitleDrop-down Title
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In ConnectWise, these tickets are listed under Service Desk. You can navigate to Service Desk - Service Ticket Search, click Search and find the relevant ticket using search categories, and review its details. The Company ID, Primary Contact, and Priority will match the settings configured during the creation of the ConnectWise integration in the Syxsense console.Drop-down TitleDrop-down Title
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Last Update: July, 2024
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