ConnectWise Manage

Forward ConnectWise Manage monitor alerts to AlertFlow and create service tickets from workflows.

Overview

The ConnectWise Manage integration has two independent parts:

• Inbound — ConnectWise sends alert callbacks to AlertFlow via Workflow Rules.
• Outbound — AlertFlow workflow actions open service tickets on any ConnectWise board.

Part 1 — Receive alerts from ConnectWise Manage

Step 1 — Create the integration in AlertFlow

1. Go to Integrations → New Integration.
2. Select ConnectWise Manage.
3. Optionally assign it to a client.
4. Click Create and copy the Webhook URL.

Step 2 — Configure a Callback in ConnectWise Manage

ConnectWise Manage supports HTTP callbacks via Setup Tables → Callbacks.

1. In ConnectWise Manage, go to System → Setup Tables.
2. Search for and open Callbacks.
3. Click New to create a callback:

4. Save the callback.

Step 3 — Test

Create a test alert or ticket in ConnectWise Manage that matches your callback conditions. In AlertFlow → Alerts, it should appear within seconds.

Default field mappings

Part 2 — Create tickets in ConnectWise Manage from workflows

Step 1 — Create an API Member in ConnectWise

1. In ConnectWise Manage, go to System → Members.
2. Create a new API member (or use an existing service account):
   • Member Type: API
   • Role: Service Ticket — Add at minimum
3. Open the API Keys tab on the member record.
4. Click New and generate a public/private key pair.
5. Copy both keys — the private key is shown only once.

Step 2 — Save credentials in AlertFlow

1. Go to Settings → Integrations → Ticketing → ConnectWise Manage.
2. Enter all four fields:
   • Site URL — e.g., https://na.myconnectwise.net
   • Company ID — shown in your ConnectWise login URL
   • Public Key
   • Private Key
3. Click Save Credentials.

Step 3 — Add a Create Ticket node to a workflow

1. In the Workflow Builder, drag a Create Ticket node onto the canvas.
2. Configure it:
   • System: ConnectWise Manage
   • Board: service board name, e.g., Service
   • Priority: e.g., Priority 1
   • Subject: {{alert.title}} — {{alert.severity}}
   • Body: Client: {{alert.clientName}}\n\n{{alert.description}}\n\nAlertFlow ID: {{alert.id}}

Authentication details

AlertFlow authenticates to the ConnectWise REST API using HTTP Basic auth with ConnectWise's compound credential format:

Authorization: Basic base64(companyId+publicKey:privateKey)
Endpoint: POST {siteUrl}/v4_6_release/apis/3.0/service/tickets

Template variables

Troubleshooting