This page covers the integration settings that apply when ConnectWise is one side of a connection.
Use it when you're configuring a relationship that includes ConnectWise and want to understand each setting. Which settings appear depends on whether your ConnectWise organisation is the source or the target.
Defaults
These set where tickets land in ConnectWise and the values applied to them.
Company: the ConnectWise company the integration works against.
Board / Service board: the service board tickets sync to. As a source you select one or more boards to sync from (and a default board); as a target you select the service board tickets are created on.
Status: the ConnectWise status applied to synced tickets. Required on both sides.
Priority: the priority applied to synced tickets. Optional when ConnectWise is the source, required when it's the target.
Source: the ConnectWise source value recorded on created tickets.
Owner: the default owner assigned to created tickets.
Comment, attachment, and time entry sync
Comment types: which ConnectWise note types sync:
Internal,Discussion, andResolution. At least one must be selected.Sync attachments: include ticket attachments in the sync.
Sync time entries: include time entries. When on, set a default work role and member, which are used as fallbacks when one can't be matched from the source.
Default work role: fallback work role used when a matching work role can't be resolved from the source time entry.
Default member: fallback member used when a matching member can't be resolved from the source time entry.
Include time entry notes: carry the notes from each time entry across with it.
Reverse sync and filters
When ConnectWise is the target, you can turn on reverse sync to send updates back, and narrow which tickets are included.
Reverse sync: send updates from ConnectWise back to the source, with a filter that limits which tickets reverse-sync (for example, by board).
Field based filter: only tickets where this field is enabled are included in the sync. Leave it blank to sync all tickets from the selected boards.
Source vs target: As the source, you choose the boards (and default board) to sync from, and priority is optional. As the target, you choose the service board tickets are created on, priority is required, and reverse sync with the field based filter becomes available.
The API configuration override at the bottom of the form works the same on every platform. See Integration configuration for how it works.
Related pages
Integration configuration: shared settings and the API override.
ConnectWise integration setup guide: connecting ConnectWise to Support Fusion.