Overview
This article provides comprehensive guidelines on effectively managing the ConnectWise Integration and Ticketing features within the Managed Service Centre (MSC) Console.
Edit ConnectWise Configuration
To edit the ConnectWise configuration
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, click the Edit Configuration button on the ConnectWise PSA card.
In the Edit Configuration Settings window, you can:
Update configuration settings.
Enable or Disable the Ticketing feature.
📝 Notes
Disabling the Ticketing feature stops the creation of tickets in ConnectWise.
MSP administrators are required to re-enter their private key when editing configuration settings to ensure proper authentication.
Specify the day of the month to publish consumption details.
After making your changes, click Test and Configure to save and apply the updates.
Remove ConnectWise Configuration
To remove the ConnectWise configuration
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, click Remove Configuration button on the ConnectWise PSA card. The Remove Configuration window appears.
Click Remove. The ConnectWise PSA configuration is now successfully removed.
Edit Service Board
To edit the Service Board
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, select the Ticketing tab.
Under the Ticket Creation card, click the Edit Service Board button.
Select the required ConnectWise Service Board from the dropdown and click Save.
In the Confirmation window, click Yes, Continue to update the Service Board.
Edit Ticket Creation Settings
To edit the Ticket Creation settings
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, select the Ticketing tab.
On the Ticket Creation card, click the pencil (edit) icon under the Create Ticket For column.
Update the Ticket Creation Settings as required, then click Save.
Manage Customer Mapping
To update or remove the Customer Mappings
In the Managed Service Centre (MSC) Console, go to Settings > Integrations.
In the Integrations window, select ConnectWise PSA to open the ConnectWise configuration PSA page.
On the ConnectWise PSA configuration page, click Manage Customer Mapping. The Manage Customer Mappings window will display all the mapped and unmapped customer accounts.
In the Manage Customer Mappings window, you can:
Add a new mapping
Update an existing mapping
Remove an existing mapping
Click Save to apply your changes.
In the Confirmation window, click Yes, Continue to update the Customer Mappings.