How do I troubleshoot issues with my Auvik / ConnectWise Manage integration?

There are a few possible issues you might experience when trying to integrate Auvik with ConnectWise Manage:

• Auvik syncs its billable count with ConnectWise
• Testing the connection spins
• Testing the connection produces a fail message
• ConnectWise Manage companies aren’t available for mapping
• ConnectWise Manage company sites aren’t available for mapping
• New Auvik alerts aren’t opening new ConnectWise Manage tickets
• Auvik alerts are dismissing and not reopening ConnectWise Manage tickets
• Alerts are failing to open or update ConnectWise Manage tickets
• Inventory isn’t syncing to ConnectWise Manage
• Duplicate devices are being synced to ConnectWise Manage

Auvik syncs its billable count with ConnectWise

Scenario

How do I sync up my billable devices in auvik with my ConnectWise Manage instance?

Solution

The Auvik billable device count currently does not have the capability to sync up with a field in Connectwise Manage to report a billable device count using the ConnectWise Manager sync.

Testing the connection spins

Scenario

After setting the integration details for your new Auvik / ConnectWise Manage integration, you selected Test Connection. Instead of seeing a pass or fail message, all you see is a spinner.

Solution

Some self-hosted instances of ConnectWise Manage can be blocked behind a firewall and can’t be accessed without a VPN. First, confirm the firewall is configured to allow TCP requests from Auvik’s network address translation (NAT) gateway.

Once the firewall has been updated, try adding the ConnectWise Manage integration again, then click Test Connection. If you still see the spinner, contact Auvik support and we’ll be happy to help troubleshoot.

Testing the connection produces a fail message

Scenario

After setting the integration details for your new Auvik / ConnectWise Manage integration, you selected Test Connection. You received a fail or warning message.

Solution

If the test connection is showing a fail message. The first thing to check is whether the public API key and private API key you entered are correct. To ensure that an extra space or hidden character wasn't entered, copy the keys from their stored location and paste them into an empty text file. After confirming the keys are correct, enter them into the appropriate fields in Auvik and click Test Connection again.

If the test connection is showing any warnings around permissions, review the security role configured in ConnectWise Manage to confirm the permissions are set correctly. Once you’ve updated the security role permissions, return to Auvik and click Test Connection again.

If Test Connection is still producing a failure after you’ve confirmed everything is set correctly in both systems, please contact Auvik support.

ConnectWise Manage companies aren’t available for mapping

Scenario

After creating the integration, your ConnectWise Manage companies aren’t appearing for mapping to your Auvik clients.

Solution

There are two possible causes:

1. The security role being used doesn’t have the correct permissions.
2. Your ConnectWise Manage companies are using a status other than Active.

Security role permissions

Let’s first confirm the security role has the correct permissions set in ConnectWise Manage. From your MSP dashboard, select to edit the integration. Click Test Connection.

• If you receive a pass message, click Cancel. The issue could be that your ConnectWise Manage companies are using a status other than Active.
• If you receive a warning message, you need to confirm the security role permissions from your ConnectWise Manage console. Leave this open as we’ll return to it to complete a second Test Connection later.

To confirm the security role permissions, log into your ConnectWise Manage console.

1. In ConnectWise Manage, from the navigation menu, click System, then Setup Tables.
2. From the navigation menu, click System, then Security Roles.
3. From the list of Security Roles, locate the one being used for Auvik and click the row.
4. Review the permissions for each section, starting with Companies. Click to expand.

Module	Add Level	Edit Level	Delete Level	Inquire Level
Company Maintenance	None	None	None	All
Company/Contact Group Maintenance	None	None	None	All
Configurations	All	All	None	All

5. Click to collapse Companies, then click to expand Service Desk. Update the permissions as follows:

Module	Add Level	Edit Level	Delete Level	Inquire Level
Close Service Tickets	None	All	None	All
Service Dashboard	None	None	None	All
Service Tickets	All	All	None	All

6. Click to collapse Service Desk, then click to expand System. Update the permissions as follows:

Module	Add Level	Edit Level	Delete Level	Inquire Level
API Reports	None	None	None	All
System Reports	None	None	None	All

7. Click Save.
8. If the integrator configuration looks good, and the companies are still not appearing, please contact Auvik support and we’ll be happy to help.

Note: Do not exclude companies from Security Role permissions using the 'Customize' button.

Return to the Auvik ConnectWise Manage integration and click Test Connection. Once you’ve confirmed the warning message no longer appears, click Cancel. In the displayed list of integrations, click the row for the ConnectWise Manage integration. To confirm the companies are now appearing, click Add Client Mapping.

Company status

We only sync companies that match one of the statuses in the filter "Companies By Status" and one of the types in the filter "Companies By Type". The problem could be that your ConnectWise Manage companies don’t match the company filter criteria.

1. Click Integrations from the side navigation bar.
2. In the displayed list of integrations, click the row for the ConnectWise Manage integration.
3. Confirm what filter(s) has been set for company status and type. 

To add a new company status or type filter, select the appropriate box. Select the appropriate status or type to add.

If updating the filters still doesn’t show the company, please contact Auvik support.

ConnectWise Manage company sites aren’t available for mapping

Scenario

After creating the integration, your ConnectWise Manage companies are available for mapping, but the company site(s) aren’t available for mapping to your Auvik clients.

Solution

By default, we only sync companies with an Active status. So the problem could be that your ConnectWise Manage company site(s) have a status other than Active.

1. In ConnectWise Manage, from the navigation menu, click Companies, then Companies.
2. From the Company Search view, enter the company name, and click Search.
3. From the search results, click the row for the company. If there’s only one company in ConnectWise Manage with the company name you searched for, it will open by default.

4. From the company details, click the Sites tab.
5. Confirm the status for the site is set to Active. Depending on how many columns you have visible in the sites grid, you may need to scroll to the right.
6. Click the name of the site to be reactivated.
7. Uncheck Inactive.
8. Click Save.

Note: Do not exclude companies from Security Role permissions using the 'Customize' button.

If updating the site status still doesn’t help the site show up, please contact Auvik support.

New Auvik alerts aren’t opening new ConnectWise Manage tickets

Scenario

Alerts triggered in Auvik aren’t being sent to ConnectWise Manage.

Solution

Check whether the credentials set on your Auvik / ConnectWise Manage integration are correct. From your MSP dashboard, select to edit the integration. Click Test Connection.

• If you receive a pass message, click Cancel.
• If you receive a fail message, check the public API key and private API key. If you need to update either one, remember to click Save to capture the updated keys.

Now that you’ve confirmed the keys are accurate, are you still experiencing issues? If so, let’s dig into the configuration details.

From your MSP dashboard, select to edit the ConnectWise Manage integration. From the Companies tab, check to see that all of your Auvik clients have been mapped to a ConnectWise Manage company.

• If no, complete the following steps to map your clients.
• If yes, click the Manage Alerts tab.
  • Has Alert Severity Mapping been set? If not, set the mappings. Make sure you click Save to capture any changes.
  • Have you added all applicable Alert Status Mapping (service boards) where Auvik alerts could be sent? If not, add all the service boards you want to interact with Auvik.
  • There’s a grid that lists the notification channels using the integration. Do you see any clients listed? If not, you haven’t created a notification channel yet and or associated the channel to the alerts you want to be passed to ConnectWise Manage.

There are a few additional things to check within Auvik:

Have alerts been associated with the ConnectWise Manage notification channel?

Depending on where you originally configured the notification channel, you might need to check this from the global dashboard or the client dashboard.

• From your Auvik dashboard, click Manage Alerts from the side navigation bar.
• Click Notification Channels.
• In the display list of notification channels, find the ConnectWise Manage channel. Check the box at the beginning of its row.
• Click Associate with Alerts.
• Confirm that alerts appear associated (True). If there are no associated alerts in the displayed list of alerts, find the one(s) you want to associate to the notification channel. Check the box at the beginning of each row.
• Click Save.

Now that alerts have been associated, new alerts triggered in Auvik will be sent to ConnectWise Manage. Any alert triggered before the notification channel was updated needs to be sent separately. To do this, see How do I resend notifications?

Was there an active maintenance window when the alert triggered in Auvik?

During maintenance windows in Auvik, alerts still trigger but notifications are suppressed. Depending on where the maintenance window was originally created, you might need to check this from the global dashboard or the client dashboard. 

1. From your Auvik dashboard, click Manage Alerts from the side navigation bar.
2. Click Maintenance Windows.
3. In the Configured Maintenance Windows grid, you can see if there’s an active maintenance window that matches the date and time the alert triggered.
4. In the Maintenance History grid, you can see if there were any maintenance windows open during the date and time the alert triggered.

 

If you see a maintenance window that corresponds with the date and time of the triggered alert, you can send it to ConnectWise Manage for tracking. To do this, see How do I resend notifications?

Now that we’ve confirmed the Auvik / ConnectWise Manage configuration is sound, are you still experiencing issues? If so, dig into your ConnectWise Manage configuration details. To do this, work through the article on integrating Auvik with ConnectWise Manage step by step.

If you check the audit trail in your Auvik - ConnectWise Manage integration and see a New Ticket Creation Failed message, check the service board details.

If everything looks good with the configuration, both in ConnectWise Manage and Auvik, but the alerts still aren’t being sent from Auvik to ConnectWise Manage, please contact Auvik support.

Auvik alerts are dismissing and not reopening ConnectWise Manage tickets

Scenario

Updating the state of a ticket in ConnectWise Manage is dismissing the Auvik alert and the ticket isn’t reopening as expected.

Solution

This can happen if the status mappings for your Auvik / ConnectWise Manage integration are set in a way that ignores the reopen status. So let’s check the settings.

In Alert Status Mapping, check the following configurations:

• Dismiss Auvik alert when ConnectWise ticket is: __
• If ConnectWise ticket status is: __ AND the Auvik alert is still active, reopen the ticket in ConnectWise after: 15 minutes

The two statuses indicated by ___ need to be different. If they’re the same, edit them to be different and click Save.

If the statuses are already different and you’re still experiencing the problem, there’s something else going on. Please contact Auvik support and we’ll take a look through our logs to see if we can spot any messages from ConnectWise Manage.

Alerts fail to open or close tickets in ConnectWise Manage

Scenario

An alert triggers in Auvik but fails to create a new ticket, or an alert clears in Auvik but fails to close an existing ticket.

Solution

Look in your Auvik - ConnectWise integration audit trail. If you see New Ticket Creation Failed or Ticket Closure Failed message, the service boards defined in the configuration are inactive or have an inactive status.

Check the settings of the configured service boards:

1. In ConnectWise Manage, from the navigation menu, click System, then Setup Tables.
2. Under the table column, enter Service Board and click the row from the search results that come up.
3. Click the row for the service board configured in your Auvik - ConnectWise Manage integration.
4. From the Board tab, confirm that Inactive isn’t checked. If Inactive is checked, uncheck it and click Save.

5. Click the Statuses tab.
6. From the list of statuses, confirm that none appear with a check under the Inactive column. If a status that’s mapped in your Auvik ConnectWise - Manage integration is inactive, click the row for the status.

7. Uncheck Inactive and click Save.

If everything looks good with the configuration of the service boards, but Auvik alerts still fail to open or close tickets in ConnectWise Manage, contact Auvik support for more help.

Inventory isn’t syncing to ConnectWise Manage

Scenario

Inventory has been enabled for syncing, but devices aren’t being synced and updated in ConnectWise Manage.

Solution

Confirm the inventory configuration that’s been set on your Auvik / ConnectWise Manage integration.

• The first thing we want to confirm is whether field syncing been enabled. If Enable Field Syncing is currently unchecked, check the box and click Save.
• Now let’s check the audit trail to see if we’re receiving configuration messages. Inventory syncs every 10 minutes, so the first sync could take a bit of time to show up. After 10 minutes, if nothing is appearing for configurations, go back to the inventory configuration tab. Make sure you can answer yes to all these questions:
• Have you set the device identifier you’d like to use for identifying devices for syncing?
• Have all device class mappings been set?
• Have you set the appropriate fields to be synced?

If you answered no to any of questions, set the appropriate details.

If you answered yes to all the questions, let’s take another look at your inventory configuration.

• For a device to sync between Auvik and ConnectWise Manage, the device must match the configuration specified in Auvik. Inventory mapping configurations are treated as ANDs and ORs.

Example:

Device Identifier is Serial Number OR Device Identifier is Host Name AND Device Class Mapping is [Switch].

For this device to sync, it must match all three parameters.

Device Identifier is Serial Number AND Device Class Mapping is [Switch].

For this device to sync, it must match both parameters.

• To confirm if the issue is a missing serial number, look at the inventory mappings for the client where devices aren’t being synced. In the Unmapped Devices table, do you see a row that appears something like Name: Dell2155cdn Serial Number: Not Available?

Note:  Check if the device you are mapping has custom fields that are mandatory. If Auvik doesn't have the information to map anything to these fields, Connectwise won't let Auvik create the record. Making the field optional will allow the device to sync even if the field is empty.

If so, please contact Auvik support and let us know which device appears to be missing a serial number. We’ll check with our team to see if it’s possible to retrieve the data from the device.

Alternatively, you can update the device identifier to be based on Host Name, rather than Serial Number. If your inventory configuration is set with a device identifier of Host Name rather than serial number, and devices still aren’t being synced, please contact Auvik support.

Duplicate devices are being synced to ConnectWise Manage

Scenario

Duplicate devices are being created in ConnectWise Manage when inventory syncs from Auvik.

Solution

Please contact Auvik support and we’ll dig through the logs to figure out what’s causing the duplication. Once we determine the cause, we’ll take action to prevent the duplicates from happening again.