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Integrating Auvik with ConnectWise Manage

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Auvik integrates with ConnectWise Manage for alert notifications and inventory sync.

ConnectWise Manage has two installation types:

  • Cloud, which is hosted by ConnectWise Manage
  • On Premise, which is hosted inside your network on a local server
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Although Auvik supports both ConnectWise Manage Cloud and On Premise, when you create a new ConnectWise Manage integration in Auvik, it defaults to ConnectWise Manage Cloud. You don’t have the option to select ConnectWise Manage On-Premise.

But don’t worry—even if you have a self-hosted instance of ConnectWise Manage, if it can be accessed outside of your office without a VPN connection, cloud is the way to go.

If your self-hosted instance of ConnectWise Manage can’t be accessed outside of your office without a VPN connection, contact Auvik support and we’ll work with you to get your ConnectWise Manage integration set up properly.

 

To set up an Auvik integration with ConnectWise Manage, first follow the steps below to create a new integrator login. Then create the new integration in Auvik.The configurations for ConnectWise Manage Cloud and On Premise are the same, with one minor difference: For On Premise, you’ll need to select the Auvik collector that will be used to talk to your On Premise instance of ConnectWise Manage.

You'll also find ConnectWise Manage integration instructions in Auvik's ConnectWise Manage Marketplace listing, on the Documentation tab.

Before you set up the integration between Auvik and ConnectWise Manage, make sure the ConnectWise Manage service boards you’ll use with the integration are fully configured. A service board and its status must be active for it to be used. If the service board or a mapped status are inactive, Auvik alerts won’t create or update tickets in ConnectWise Manage.

Note: When you create an integration in Auvik for ConnectWise Manage On Premise, you have the option of providing the hostname or IP address of your ConnectWise Manage server. If providing a hostname, make sure your Auvik collector can resolve the server’s IP.

A quick test here would be to do an nslookup against the ConnectWise Manage server’s IP and ensure it resolves.

$ nslookup ConnectWise.auvik.com
Server: x.x.x.x
Address: x.x.x.x#53
Non-authoritative answer:
Name: auvik.com
Address: x.x.x.x

If you receive the reply shown below, double-check that your collector is querying your local DNS servers to resolve your private hostname. If it isn’t, configure the collector to use your local DNS servers for name resolution.

$ nslookup ConnectWise.auvik.com
Server: x.x.x.x
Address: x.x.x.x#53
Non-authoritative answer:
*** Can't find ConnectWise.auvik.com: No answer

Configuring ConnectWise Manage security roles and API members

Security roles and API members are used for connecting Auvik to your ConnectWise Manage instance. These steps must be performed by a ConnectWise Manage administrator with permissions to manage security roles and members.

How to add a security role

  1. Log into the ConnectWise Manage dashboard.
  2. From the navigation menu, click System, then Security Roles.

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  1. Click Add.

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  1. Enter Auvik API for the Role ID.
  2. Click Save.
  3. Click to expand Companies. All options will be set to None by default. Update the permissions as follows:

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

  1. 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

  1. 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

  1. Click Save.

How to add members

Before creating a new member in ConnectWise Manage, be sure you have at least one location with at least one business unit defined.

  1. From the navigation menu, click System, then Members.

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  1. Click the API Members tab.

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  1. Click Add.

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  1. Fill out the new member form as follows:
    1. Overview - Login:
      1. Enter AuvikAPI as the Member ID.
    2. Profile:
      1. Enter the member name of Auvik API.
      2. Enter an email address for the user.
    3. System:
      1. Select Auvik API as the Role ID.
      2. Select Corporate (Level 1) as the level.
      3. Select Corporate as the name.
      4. Select a location.
      5. Select a business unit.
    4. All other options should be set to best reflect that this account has a view of your entire organization, not just a single location or business unit.
  2. Click Save.

How to set an API key on the new member

  1. From the members profile, click the API Keys> tab.

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  1. Click Add.

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  1. Enter CW Auvik as the description.
  2. Click Save.
  3. Copy and save the public and private API keys that were generated in a safe place. The private key will never be displayed again if you leave the tab before copying it.

How to add a new integration in Auvik

To confirm the correct public or private API key was entered before saving, click the eye () in the public or private API key fields to show the API key. To hide the API key, click the eye () again.

  1. From the Auvik dashboard, click Integrations> in the side navigation bar.
  2. Hover over the Add Integration button and choose ConnectWise Manage.
  3. In Auvik, fill in the following detail:
    1. Integration name.
    2. ConnectWise Manage URL.
    3. ConnectWise Manage Company Name.
    4. Paste the public API key copied from the ConnectWise Manage API user screen.
    5. Paste the private API key copied from the ConnectWise Manage API user screen.
  4. Click Test Connection to confirm your settings are accurate.
  5. Click Next
  6. Select additional Company Statuses or Company Types you’d like synced from ConnectWise Manage to Auvik.

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  1. Click Save.

If the test connection spins or a failed message appears, see How do I troubleshoot issues with my Auvik / ConnectWise Manage integration? for possible resolutions.

Before you can use the ConnectWise Manage integration, there are four final configuration steps:

  1. Mapping your ConnectWise Manage customers to your Auvik clients (only applicable if you add the integration from your MSP dashboard),
  2. Defining your inventory sync (if you plan to use inventory),
  3. Defining how alerts are to be sent between Auvik and ConnectWise Manage. Including adding the appropriate service boards and setting which is the default service board. You can add as many service boards as you like, though you can have only one default board.
  4. Create the appropriate notification channels to be associated with Auvik alerts that are sent to ConnectWise Manage. If you’d like, you can also add a distinct notification channel for each ConnectWise Manage service board. This is great if you have different boards set up for different work. Associate the notification channel to each alert that’s to be sent to ConnectWise Manage.
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