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Integrate Opsgenie with ConnectWise Manage

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Integration deprecated

ConnectWise Manage integration is deprecated. This means that you won’t be able to add new ConnectWise Manage integrations to your Opsgenie account as an integration. Existing ConnectWise Manage integrations will continue to work and you’ll be able to make configuration changes within your current integrations.

You can explore Opsgenie’s email integration as an integration option for ConnectWise Manage for the future.

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.

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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.

Note that since for ConnectWise Manage integration the ticket id is used to distinguish alerts, if the update action is performed on a ticket which is already created as an alert in Opsgenie, instead of creating a new alert, the alert count of the existing alert increases.

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.

Note that if the board in ConnectWise Manage doesn't have Close or In Progress statuses status update actions are not executed. Adding statuses to ConnectWise Manage board is explained in Configuration in ConnectWise Manage section.

Notice that, Board Name is not used for creating tickets from Opsgenie alerts on the specified board. However, it is important to give an existing board name since it is used for validation during saving integration.

Adding ConnectWise Manage Integration in Opsgenie

  1. Go to Opsgenie ConnectWise Manage Integration page.

  2. Specify who is notified of ConnectWise Manage alerts using the Teams 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. Click Save Integration.

The Company Name and Board name must match exactly to what they are named in ConnectWise. Otherwise, Opsgenie generates an error message and the integration cannot be saved.

ConnectWise Manage integration

Multiple Callback URL's listed in ConnectWise

After saving integration with Opsgenie if the API Key is refreshed we'll register the new callback URL with Connectwise implicitly. This will result in showing duplicate entries on the Connectwise side even though only the latest one would be active. You can delete the older ones manually from ConnectWise dashboard.

The endpoint callback link shown (above) during ConnectWise setup is not needed to configure this integration unless you have a special use-case.

Configuration in ConnectWise Manage

Public and Private Key Creation

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

ConnectWise Manage system

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

ConnectWise Manage API members

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

ConnectWise Manage new API member

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

5. From the bar click on API Keys.

ConnectWise Manage API keys

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

ConnectWise Manage new API keys

7. Populate the Description field and save.

ConnectWise Manage API key description

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

ConnectWise Manage public private key

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 

ConnectWise Manage setup tables

3. Type Service into Table field and press Enter.

4. Click on Service Board under Table column.

ConnectWise Manage service board

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

6. Navigate to Statuses tab.

ConnectWise Manage statues 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.

ConnectWise Manage status details

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 Opsgenieadd it as an internal note to ticket in ConnectWise Manage. mapping in the Send Alert Updates Back to ConnectWise Manage section.

ConnectWise Manage alert settings

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.

ConnectWise Manage other Opsgenie alert

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.

Maximum alias length

Opsgenie uses "externalXRef" field on Connectwise side to synchronize alerts with tickets. "externalXRef" has 100 character limit. It means aliases should be 100 or shorter lengthed otherwise Opsgenie won't be able to forward alerts to Connectwise.

Last modified on Jan 11, 2021
Cached at 7:16 AM on Apr 12, 2021 |

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