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ConnectWise integration setup guide

This document outlines the required ConnectWise configuration steps to enable integration with Support Fusion. Complete these steps in your ConnectWise instance before configuring the connection in Support Fusion.

Prerequisites

  • ConnectWise instance administrator access

  • Knowledge of ConnectWise security roles and API member management

  • Understanding of ConnectWise company and board configuration

Step 1: Create Security Role with Required Permissions

This security role will define the specific permissions needed for Support Fusion to integrate with your ConnectWise instance. The integration requires access to various modules with specific permission levels.

1.1 Create New Security Role

  1. Navigate to System > Security Roles in ConnectWise

  2. Click the + button to create a new security role

  3. Role ID: SupportFusionIntegration

  4. Click Save to create the role

1.2 Configure Module Permissions

After saving the role, the permissions table will appear. Configure the following permissions for each module:

Companies Module:

  • Company Maintenance: Inquire - ALL

  • Company/Contact Group Maintenance: Inquire - ALL

  • Configurations: Inquire - ALL

  • Contacts: Inquire - ALL

  • Manage Attachments: Add - ALL, Edit - ALL, Inquire - ALL

  • Management: Inquire - ALL

  • Notes: Inquire - ALL

  • Team Members: Inquire - ALL

  • Tracks: Inquire - ALL

Service Desk Module:

  • Close Service Tickets: Add - ALL, Edit - ALL, Inquire - ALL

  • Merge Tickets: Edit - ALL, Inquire - ALL

  • Service Ticket - Dependencies: Add - ALL, Edit - ALL, Inquire - ALL

  • Service Tickets: Add - ALL, Edit - ALL, Inquire - ALL

  • SLA Dashboard: Inquire - ALL

  • Ticket Templates: Inquire - ALL

System Module:

  • Table Setup: Inquire - ALL

1.3 Save Security Role

  1. Review all permission settings to ensure they match the requirements above

  2. Click Save to create the security role

  3. Note the Role ID - you'll need this for the API member creation

Step 2: Create API Member Account

API members are special user accounts in ConnectWise designed specifically for third-party integrations. They can only access ConnectWise through the API and cannot log into the web interface.

2.1 Access API Member Management

  1. Navigate to System > Members in ConnectWise

  2. Click API Members tab

  3. Click Add to create a new API member

2.2 Configure API Member Details

Fill in the required API member information:

Basic Information:

  • Member ID: SupportFusion (or your preferred identifier)

  • Member Name: Support Fusion Integration

  • Email Address: Optional - Use a monitored email address if desired (e.g., [email protected])

  • Role ID: Select "SupportFusionIntegration" (the role created in Step 1)

System Settings:

  • Time Zone: Set to your organisation's time zone

  • Level: Select "Corporate (Level 1)" or appropriate level

  • Location: Select your default office location

  • Business Unit: Select appropriate business unit

Service Defaults:

  • Default Board: Select the primary service board where tickets will be managed

  • Restrict Board Access: Select the same board to limit access

2.3 Generate API Keys

  1. After saving the API member, click on the API Keys tab

  2. Click Generate to create the public and private key pair

  3. CRITICAL: Copy both keys immediately:

    • Public Key: Copy and store securely

    • Private Key: Copy and store securely - this will only be displayed once

  4. The private key cannot be recovered if lost - you'll need to generate new keys

Step 3: Determine Your ConnectWise API URL

The API URL format depends on your ConnectWise hosting region and instance URL.

3.1 Identify Your Region

Check your ConnectWise login URL to determine the correct API endpoint:

Step 4: Configure Support Fusion Integration

Once you have completed the ConnectWise configuration steps above, proceed to configure the integration in Support Fusion:

  1. Navigate to Settings in Support Fusion

  2. Select ConnectWise from the platform dropdown

  3. Enter your configuration details:

    • ConnectWise URL: Your API URL from Step 3 (e.g., api-myconnectwise.net)

    • Company ID: Your ConnectWise company identifier

    • Public Key: The public key generated in Step 2.3

    • Private Key: The private key generated in Step 2.3

  4. Click Save Configuration

  5. Click Test Connection to verify the integration

Troubleshooting

Authentication Failed

  • Verify both public and private keys were copied completely without extra characters

  • Ensure the API URL matches your region (Step 3)

  • Verify the API member account is active and not disabled

Permission Denied

  • Review the security role permissions match those listed in Step 1

  • Confirm the API member is assigned the correct Role ID

  • Check that the service board access is properly configured

API URL Issues

  • Use only the API domain (e.g., api-au.myconnectwise.net) without https://

  • Ensure the region-specific URL matches your ConnectWise instance

  • Remove any trailing slashes or additional path components

Board/Status Access Issues

  • Confirm the API member has access to the selected service board

  • Verify the board exists and is active in ConnectWise

  • Check that status options are available for the selected board

Resources

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