Setting Up a New ConnectWise Manage Integration

About Setting Up a New ConnectWise Manage Integration

To set up a new ConnectWise Manage integration, you must first do the following:

• Download and install the ConnectWise Manage Internet Client from the following location: http://www.connectwise.com/install

• In Barracuda RMM, you must create a new user with Administrator privileges that will be used exclusively by the ConnectWise Manage integration to send ticket updates back to Barracuda RMM.

Note: If you have global account policies that require regular password expiry, you must remember to change this account's password to prevent it from being locked out, which will break the integration.

• In ConnectWise Manage, generate Public and Private keys that will be used in the integration process.

To Generate Public and Private Keys in ConnectWise Manage

1. Start ConnectWise Manage and log in.

2. Click the System icon.

3. Click the Members link.

4. Click the API Members tab.

5. Click the + button, and create a new member with the Admin role, then click Save.

6. Click the Arrow button to go back to the Member page.

7. Click the API member you created, then click the API Keys tab.

8. Click the + icon.

9. Type a description for the Key.

10. Click the Save icon.

11. Copy the Public Key and Private Key and keep them where you can find them.

Note: The Private Key is not available after you leave this page, so it’s important for you to copy it.

About Configuring a New ConnectWise Manage PSA Integration

Configure a new Barracuda RMM-ConnectWise Manage PSA integration by following these procedures in order:

1. Configuring the Integration in ConnectWise Manage

2. Configuring the Integration in Service Center

Configuring the Integration in ConnectWise Manage

The following procedures describe how to configure the integration in ConnectWise Manage.

1. Entering the Service Center Administrator Credentials in ConnectWise

2. Configuring the Service Center Connection to the ConnectWise Web Service

3. Configuring Barracuda RMM SNMP Assets in ConnectWise

Entering the Service Center Administrator Credentials in ConnectWise Manage

First, in ConnectWise Manage you must enter the login credentials for the Service Center Administrator user that you created in Barracuda RMM. These credentials will be used exclusively by ConnectWise Manage to send ticket updates back to Barracuda RMM.

As well, when you set up the credentials you must ensure the ConnectWise Manage asset sync is disabled. Barracuda RMM is responsible for syncing assets. This means that in order to avoid conflicting asset syncs, you need to disable asset syncing in ConnectWise Manage.

1. Log into ConnectWise Manage PSA using an admin account.

2. Under Setup, click Setup Tables.

3. Search for and open the Management IT table.

4. Click New to create a new Management Solution.

5. In the Name field, type Barracuda RMM.

6. Select Set one login to be used by all members.

7. From the Management IT Solution list, select Custom.

8. In the Custom Solution Name box, type SyncOff.

9. In the Username field, type the Service Center Administrator user name that was created for ConnectWise Manage.

10. In the Password field, type the Service Center Administrator password.
    Note: If this password is set to expire, integration with Barracuda RMM will need to be updated at that time.

11. Click Save.

Configuring the Service Center Connection to the ConnectWise Manage Web Service

You must configure a ConnectWise Manage User Name and Password that will be used exclusively by Service Center to communicate with the ConnectWise Manage Web Service. These credentials are known in ConnectWise Manage as an Integrator Login. If you don’t already have an Integrator Login created specifically for Barracuda RMM, then you can create one in the procedure below.

1. Log into ConnectWise Manage PSA using an admin account.

2. Under Setup, click Setup Tables.

3. Search for and open the Integrator Login table.

4. Click New to create a new user or select an existing user from the table.

5. Type the ConnectWise Manage credentials (Username and Password) that Service Center will use to connect to the ConnectWise Manage web service.

6. To require that any future configuration to the ConnectWise Manage service desk module requires a password re-entry, select the Require password re-entry to configure this service desk module check box.

7. From the Access Level list, ensure All Records is selected.

8. Ensure the Service Ticket API check box is selected.

9. Select the Service Board that you used when Entering the Service Center Administrator Credentials in ConnectWise Manage.

10. Do one of the following:

    • For Barracuda-hosted On Premise customers, enter the Ticket Callback URL, formatted as shown in the example below:
      <SCMessaging URL>/cwcallback.aspx?companyname=<Company ID>&vardomain=default&host=api-<ConnectWise Website Hostname>&recid=
      Note:  For hosted Service Centers, your SCMessaging URL is in the following format:
      http://<xx00>.mw-rmm.barracudamsp.com/SCMessaging/ATCallback.aspx , where <xx00> is the name of the server where your Service Center is hosted, for example, eu02 or us01.

    • For other customers, enter the Ticket Callback URL, formatted as shown in the example below:
      <SCMessaging URL>/cwcallback.aspx?companyname=<Company ID>&vardomain=<VAR Domain>&host=api-<ConnectWise Website Hostname>&recid=
      For example: http://scmessaging.test.mycompany.com/cwcallback.aspx?companyname=HorizontalPlatforms&vardomain=Var1&host=api-myconnectwise.com&recid=
      Note : For ConnectWise Manage 2017.4 and higher, prefix the domain name with "api-". For example, if you log in to ConnectWise Manage with "myconnectwise.com," use "api-myconnectwise.com".
      Tip: In Barracuda RMM, you can get this URL and copy it into ConnectWise Manage. See Configuring the Ticket Status Mapping.

11. Ensure the following check boxes are selected:

    • Managed Services API

    • Company API

    • Reporting API

    • System API

12. Click Save.