Overview
The Druva Managed Service Centre (MSC) console offers integration with ConnectWise PSA to streamline the consumption and ticketing operations for the Managed Service Providers (MSPs). With this integration, MSPs can now automate previously manual processes, enhancing efficiency, scalability, and accuracy, while reducing operational costs and eliminating errors.
This article provides step-by-step instructions on generating API keys and configuring ConnectWise PSA.
Key ConnectWise Features
Ticketing - This feature automatically creates tickets in ConnectWise PSA based on the alerts triggered, enabling faster response to incidents.
Consumption Sync - This feature consolidates consumption information within ConnectWise PSA, allowing MSP administrators to centrally manage Druva consumption data and use it for accurate customer consumption sync.
Benefits
Accurate and Timely Consumption Sync: The Consumption Sync feature in ConnectWise PSA automates the tracking of service usage. This ensures data for client charge-backs is accurate, complete, and processed on time, thus enhancing the reliability of your revenue operations.
Reduce Operational Costs: Automation eliminates manual, repetitive tasks, thus reducing manual workload and administrative efforts. This helps reduce operational costs and improve overall profitability.
Improved Customer Satisfaction: With faster responses and accurate consumption sync, MSP administrators can provide their customers with a seamless and reliable experience that strengthens trust and long-term loyalty.
Scalable Growth: Streamlined processes allow MSP administrators to efficiently scale operations and onboard more customers onto the Druva platform without increasing administrative burden.
Prerequisites
To perform this integration, you must have:
Access to a ConnectWise PSA platform through a supported web browser.
Admin permissions for a ConnectWise PSA account.
Access to List Boards, Statuses, Types, Subtypes, Priorities, Impacts, Companies, Agreements, Additions.
Configure ConnectWise PSA
Before you configure ConnectWise PSA, ensure you have an API Member with the Admin role.
If you prefer to limit permissions rather than providing full Admin access, you can do so by creating a custom role. For detailed instructions, please refer to the FAQs documentation.
Step 1: Obtain Public and Private API Keys
In the API Members list, click the Member ID for which you want to generate keys.
On the details page, click the API Keys tab.
3. Click the plus (+) icon to generate a new pair of Public and Private API keys.
4. Copy both keys immediately.
Note: The Private Key is only displayed once during creation. It cannot be retrieved later. Ensure you save it in a secure location.
Step 2: Configure ConnectWise PSA
To configure ConnectWise PSA-
Log in to the Managed Service Centre (MSC) console.
From the left navigation pane, go to Settings > Integrations.
From the Integrations page, click Configure to configure ConnectWise PSA. The ConnectWise PSA Configuration Settings window appears.
From the ConnectWise PSA Configuration Settings window, enter the below fields:
a. Company ID - The unique identifier of your ConnectWise PSA company account required to establish the integration with Druva MSP. This is located in the top right corner when you log in to ConnectWise PSA.
b. Public Key - The authentication key generated in ConnectWise under System > Members > API Keys. The Public key is used in combination with the Private key to authorize API requests.
c. Private Key - The corresponding secret key generated in ConnectWise PSA along with Public key. This key is displayed only once at the time of creation and must be stored securely, as it is required for authentication.
d. Server Domain - The URL of your ConnectWise instance, visible in your browser’s address bar (e.g., api-na.myconnectwise.net).
5. Enable the Consumption Sync and Ticketing features.
6. Select a day of the month (from 1 to 10) to publish consumption details.
Note: The previous month’s consumption details will be published on your selected day.
7. Once you are done with the configuration, click on Test and Configure to save.
8. The ConnectWise PSA integration details will be displayed in the Integrations window.
Remove ConnectWise Configuration
To remove the ConnectWise configuration-
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, click the Remove Configuration button on the ConnectWise PSA card. The Remove Configuration window appears.
Click Remove. The ConnectWise PSA configuration is now successfully removed.