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Bi-Direction ConnectWise API Integration

Using AgileBlue's bidirectional API integration, you can receive security case escalations directly to your ConnectWise Manage ticketing system.

Overview

The ConnectWise ManageAPI connect with AgileBlue's platform allows for bi-directional communication for Security Cases. Escalated cases from AgileBlue will automatically create a ConnectWise ticket, while updates to that ticket will automatically be added to AgileBlue's portal, streamlining your security workflow.

ConnectWise Configuration

Create Integration & Client ID

  1. Access the Client ID section under the ConnectWise Developer Portal
  2. Scroll to Your clientId(s) and click Create New Integration
  3. Fill in the the following fields:
    1. Integration Name: AgileBlue
    2. Description: Bi-directional ticketing communication with AgileBlue Security Operations Platform.
    3. Integration Type: Private
    4. Technical Contact Email: Your admin user's email
    5. Product: Manage
  4. Click Submit
  5. Copy the Client ID

Create an API Member in ConnectWise

  1. Log in to ConnectWise Manage
  2. Navigate to System > Members > API Members
  3. Click + to add a new API Member
  4. Fill in the following details:
    1. MemberID: AgileBlueAPI
    2. RoleID: Assign a role with appropriate permissions (All required permissions detailed in screenshots below)
    3. Location and Business Unit: Set as applicable
  5. Click Save

Required Permissions

  • Security Roles/Modules
    securityrolesmodules
  • Procurement
    procurement
  • Service Desk
    ServiceDesk
  • System
    System

Generate API Keys

  1. After saving, go to the API Keys tab under your new API member
  2. Click + to add a new key
  3. Label the key (e.g. AgileBlue Integration) and select Save
  4. Copy the Public and Private Keys – you won't be able to retrieve the private key again

Gather Integration Information

  1. Gather the following details and save in an accessible location (these will be required for the next configuration step)
    1. Company Identifier (Located under  System > My Company)
    2. Client ID
    3. Client URL
      1. North American Users: https://na.myconnectwise.net/v4_6_release/apis/3.0/
      2. European Users: https://eu.myconnectwise.net/v4_6_release/apis/3.0/
      3. Australian Users: https://au.myconnectwise.net/v4_6_release/apis/3.0/
    4. Public API Key (Generated in the previous section)
    5. Private API Key (Generated in the previous section)

(OPTIONAL) Create Board, Board Type, Board Subtype, and Board Item

  • Board
    1. Navigate to System > Setup Tables
    2. Search for and select Service Board Setup
    3. Click + to create a new board
    4. Enter the board name and other details
    5. Click Save to create the board
  • Board Type
    1. Navigate to System > Setup Tables > Service Board Setup
    2. Select the Board created in the prior section
    3. Go to the Types tab
    4. Click + to add a new type
    5. Enter the type name and other details
    6. Click Save
  • Board Subtype
    1. Go to System > Setup Tables > Service Board Setup
    2. Navigate to the Board you created and select the Subtypes tab
    3. Click + to add a new subtype
    4. Enter the subtype name and other details
    5. Click Save
  • Board Item
    1. Go to System > Setup Tables > Service Board Setup
    2. Navigate to the Board you created and select the Items tab
    3. Click + to add a new item
    4. Enter the item name and other details
    5. Click Save

Configure Integration in AgileBlue Portal

  1. Log in to the AgileBlue Portal
  2. Navigate to Settings > Client Details > Support System
  3. Click Enable Support System and select ConnectWise from the dropdown menu
  4. In the ConnectWise Details section, fill in the following values:
    1. Company Identifier
    2. Client ID
    3. Client URL
    4. Public Key
    5. Private Key
  5. Scroll to the Board Mappings section and select the required board using the dropdown menu then enter your mappings
  6. Once the information is entered, scroll to the ConnectWise Priority Mappings section and set your desired criticalities
  7. Click Update

Need Help?

AgileBlue is always here to support you and ensure you are 100% successful. If there are any issues with the installation or if you have any questions, please reach out to AgileBlue Support.

Email: support@agileblue.com 
Phone: (216) 606-9400🚨