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ConnectWise Manage: Ticketing Integration Setup

Overview​

The ConnectWise Manage integration (ConnectWise PSA) lets you create a service ticket straight from a recommendation or a Kanban board card, so cloud work shows up where your service team plans and tracks it.

Time: about 10 minutes. Cost: whatever ConnectWise charges for API access. Spotto adds no fees.

Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.Start from a recommendation (Share recommendation on its detail page, list or a resource page) or from any tracked card on the Kanban board that has no ticket yet (recommendation, health event, checklist item, governance finding, alert). In the share dialog pick the ticketing tool: the company's own, or a child company can use its parent's; check the routing (company defaults are filled in, and Halo, ConnectWise and Autotask let you change them for this ticket); optionally add a message. Spotto creates a new ticket in Jira, Halo, ConnectWise or Autotask (one tool per company) with the title and description, score, impact, risk and effort, subscription and resource IDs, who shared it and the message, and a View in Spotto link. Back in Spotto the recommendation shows Shared via the tool and the ticket number, and its board card links to the ticket instead of showing Share; Tasks > Review > Tickets lists every ticket Spotto created; the current status is read from your tool each time you open Tickets (Open, In progress, Closed or Unknown). Spotto never edits, comments on or closes the ticket after creating it.

A company has one ticketing tool at a time. If it is set to Jira, Halo or Autotask, ConnectWise is not offered when sharing.

What you enter​

The ConnectWise column shows what Spotto needs. The other tools are shown for comparison.

Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.Jira: connect with site URL, account email and API token; routing is one board (Jira project), or a board per recommendation category with a default board for the rest, with issue type Task and an optional epic and label; routing cannot be changed for one ticket (the category picks the board, epic and label); no parent credentials, each company enters its own. Halo: connect with base URL, client ID and client secret (optional token endpoint and Halo product: Auto, ITSM or PSA); routing is ticket client, site, team, agent, ticket type, ITIL ticket type, status, priority, impact, urgency, source and categories 1 to 4; all can be changed for one ticket; a child can use Managed by parent, but must pick its own ticket client, and client, site, team and agent never come from the parent. ConnectWise: connect with site URL, company ID, public key and private key; routing is service board and status, plus under Advanced company, project, type, subtype, item, priority, source, contact, agreement and SLA; all except company can be changed for one ticket; a child can use Managed by parent and override routing. Autotask: connect with username, API integration code and secret (optional base URL and zone URL, found from the username if left blank); routing is company, contract, project, contact, resource, queue, status, priority and SLA; all except contract can be changed for one ticket; a child can use Use parent credentials and override routing.

Prerequisites​

  • Access to Connectors -> PSA Integration in Spotto for the company you are configuring.
  • ConnectWise Manage API keys for a member that can create service tickets and read boards, statuses, agreements and SLAs.

Configure ConnectWise in Spotto​

  1. Open Connectors -> PSA Integration and confirm the right company is selected.
  2. Turn on Enable ticketing integration and select ConnectWise.
  3. Enter the Site URL, Company ID and Public key. Put the private key in API token or key.
  4. Pick a Service board and Status if your tenant needs them. Expand Advanced routing for the other fields. Pick Type before Subtype, and Subtype before Item, to avoid empty lists.
  5. Click Test ConnectWise connection and fix any errors.
  6. Click Update.
Site URL

Enter the ConnectWise Manage host (for example yourcompany.connectwise.com) or the full instance URL. Spotto normalizes it to the REST base path and only accepts hosts that contain connectwise.

Secrets are write-only

Spotto stores the private key securely and does not show it again. To rotate it, enter the new value and save.

Parent and child companies (MSPs)​

Configure the credentials and defaults on the parent company. The parent owns the secret and runs the connection test. On a child company, turn on Managed by parent and set any routing overrides. Only users with access to the parent company see the override fields. Per-ticket choices win over child overrides, which win over parent defaults.

Validation​

  1. Click Test ConnectWise connection and confirm the success message.
  2. Open Investigate -> Overview -> Recommendations, open a recommendation and click Share recommendation.
  3. Choose ConnectWise, check the routing fields and submit.
  4. In ConnectWise Manage, confirm a new service ticket was created.
  5. In Spotto, open Tasks -> Review -> Tickets to see the ticket and its status.

Troubleshooting​

ConnectWise isn't offered (only Email shows)​

Likely causes:

  • Ticketing integration isn't enabled for the company, or a different tool is selected.
  • Your role can't read the company's integration settings (some environments return 403 Forbidden; email sharing still works).

How to fix:

  1. In Connectors -> PSA Integration, confirm ConnectWise is selected and saved.
  2. Confirm you're in the right company.
  3. Ask a Spotto admin to check your permissions.

Test connection fails​

If the error says ConnectWise denied access to service boards, the API member needs permission to read them. In ConnectWise PSA, check the member's security role under System → Table Setup → Inquire and its service board access. New API keys will not fix this.

If the error says ConnectWise rejected the provided credentials, check the company ID and the public/private key pair. Spotto supplies the ConnectWise client ID for its integration; you do not enter one.

Other causes:

  • The site URL host doesn't contain connectwise or has extra path segments. Use the host only.
  • The API member can't read boards, statuses, agreements or SLAs.

Test passes, but no ticket is created​

Likely causes:

  • The tenant requires routing fields (board, status, agreement or SLA) that aren't set.
  • The API member can't create service tickets.
  • The key pair was revoked.

How to fix: add the required routing fields, confirm the member can create service tickets, or rotate the private key and update it in Spotto.

Fields are locked or hidden on a child company​

The child is set to Managed by parent, so credentials are edited on the parent. If the override fields are hidden, you don't have access to the parent company; ask a parent-company admin for access.

Need help?​

Contact the Spotto team via your Customer Success Manager or Contact Us if you want help checking the ConnectWise values before you save them.

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