Integrate Opsgenie with ConnectWise Manage

Opsgenie has a full bi-directional integration with ConnectWise Manage. Use the integration to create an alert in Opsgenie automatically when a ticket is created in ConnectWise Manage, or vice-versa. Actions are mapped between the systems so when they are taken in either system, Opsgenie synchronizes both systems to reflect changes.

Watch ConnectWise and Opsgenie integration video on Youtube.

What does Opsgenie offer ConnectWise Manage users?

Use Opsgenie’s ConnectWise Manage Integration to forward ConnectWise Manage tickets to Opsgenie as alerts. Opsgenie determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. ConnectWise Manage tickets are created from Opsgenie alerts and reflect Opsgenie alert actions on ConnectWise Manage tickets.

Functionality of the integration

ConnectWise Manage to Opsgenie:

• When a ticket is created in ConnectWise Manage, an alert is created in Opsgenie automatically through the integration.

• When a ticket is closed in ConnectWise Manage, an alert is closed in Opsgenie automatically through the integration.

Opsgenie to ConnectWise Manage:

• When an alert is created in Opsgenie, a ticket is created in ConnectWise Manage automatically through the integration.

• When an alert is acknowledged in Opsgenie, corresponding ticket's status is updated to In Progress in ConnectWise Manage.

• When an alert is closed in Opsgenie, corresponding ticket's status is updated to Closed in ConnectWise Manage.

• When a note is added to an alert or an alert escalated in Opsgenie, a note is added to the corresponding ticket in ConnectWise Manage automatically through the integration.

  • If Send Alert Updates Back to ConnectWise Manage is enabled, indicated ConnectWise Manage actions are executed on ConnectWise Manage tickets for the indicated alert actions, when the alert is created by ConnectWise Manage.

  • If Create ConnectWise Manage Service Tickets for Opsgenie Alerts is enabled, indicated ConnectWise Manage actions are executed on ConnectWise Manage tickets for the indicated alert actions for any alert which has a source other than ConnectWise Manage.

  • These action mapping features are explained in detail in the Action Mapping Feature section below.

Adding ConnectWise Manage Integration in Opsgenie

1. Go to Settings → Integrations. Search for ConnectWise Manage and select Add. 

2. Specify who is notified of ConnectWise Manage alerts using the Responders field. Auto-complete suggestions are provided as you type.

3. Populate the required fields correctly. Refer to the next section to see how to create the private and public API keys.

4. Select Save Integration.

Configuration in ConnectWise Manage

Public and Private Key Creation

1. In ConnectWise Manage, click System from the left menu then click Members.

2. From the top bar click the API Members tab.

3. Click the plus(+) sign on the opening page to create a new API member.

4. Populate the required fields on the form and save.

5. From the bar click on API Keys.

6. In the opening page click on the plus(+) sign to create new API keys.

7. Populate the Description field and save.

8. After you save the API key, copy the contents of the Public Key field and the Private Key field.

9. Paste the copied values to the corresponding fields on ConnectWise Manage integration in Opsgenie.

Adding Necessary Statuses to ConnectWise Manage Board

To use the integration's close the service ticket and update the ticket status as In Progress capabilities, the board set on the integration must have 2 statuses:

1. In Progress

2. Close

To add these statuses to a board:

1. In ConnectWise Manage, click System from the left menu.

2. Click Setup Tables 

3. Type Service into Table field and press Enter.

4. Click on Service Board under Table column.

5. Click on the board name set to the integration.

6. Navigate to Statuses tab.

7. If there are no Close or In Progress statuses in the list, click on the plus sign to create them.

8. If statuses exist ,make sure they are not marked as inactive or closed status. Settings of statuses compare to those in the image below.

Action Mapping Feature

• Opsgenie allows customers to define action mappings between Opsgenie actions and ConnectWise Manage actions.

For alerts created by ConnectWise Manage

• Use this section to map Opsgenie actions to ConnectWise Manage actions when the source of the alert is ConnectWise Manage (i.e When the alert is created by ConnectWise Manage integration.)

• Map different Opsgenie actions to different ConnectWise Manage actions. For example, add an internal note to a ConnectWise Manage ticket when the alert is acknowledged. In order to do this, define If alert is acknowledged in Opsgenie, add it as an internal note to ticket in ConnectWise Manage. mapping in the Send Alert Updates Back to ConnectWise Manage section.

For other Opsgenie alerts

• Use this section to map Opsgenie actions to ConnectWise Manage actions when the source of the alert is NOT ConnectWise Manage (i.e When the alert is created by another integration.)

• For this purpose, use Create ConnectWise Manage Tickets for Opsgenie Alerts section. In order to use this functionality, map one Opsgenie action to create a service ticket ConnectWise Manage action. The Opsgenie action doesn't have to be alert is created, it can be other actions as well.

Troubleshooting

If the ConnectWise integration is assigned to a team, in order to create issues in ConnectWise from alerts created in Opsgenie, the other integrations must also be assigned to the same team, or, no team must be assigned for both the ConnectWise integration, and the other Opsgenie integrations.

As mentioned above, the endpoint callback link shown during ConnectWise setup is not needed to configure this integration unless you have a special use-case. Contact support if you have any questions.