Reporting Incidents to ConnectWise Manage

UPDATE: As of May, 13th 2020, you can now manually map Huntress Organizations to ConnectWise Manage companies. See the new steps in Section 4 steps 4-7 below

UPDATE: On April 15th, 2020 we added the " Creating a new security role" section for better securing your API member

Huntress can report incidents and step-by-step remediation instructions directly to your cloud-based and on perimeter ConnectWise Service Boards. The ticket will be created under the service board you specify when configuring the integration. The ticket will be reported under the client's company name--Huntress uses the Organization Name to identify the Company Name within ConnectWise. 

Creating a new security role (optional)
Creating an API Member in ConnectWise Manage (does not count against your user licenses)
Generating public and private keys for the API Member account
Configuring the Huntress integration with the generated public and private keys

Creating a Security Role

This is an optional step to help secure your ConnectWise Manage API. If you'd rather not create a custom rule for Huntress, create the API member with "Admin" permissions.
  1. Login to ConnectWise Manage using either the web or desktop version. 
  2. In the lower-left corner of the ConnectWise interface, select the "System" section to expand its options.  
  3. Select the "Security Roles" sub-option. 
  4. Click the + icon in the top-left of the Security Roles module

  5. Enter a name for the new security role (e.g.Huntress API) and then click the Save icon.
  6. You will be brought the Security Modules for Role screen.
  7. Click the down arrows beside the  Companies and Service Desk headings to expand each section.
  8. In both sections, modify the two values in the table below
    1. Companies Add Level Delete Edit Level Inquire Level
      Company Maintenance None None None All
    2. Service Desk Add Level Delete Edit Level Inquire Level
      Service Tickets              All None All All      

**Screenshots are taken from ConnectWise Manager Version 2020.2

  1. Navigate to System > Members > API Members.  
    1. Chose your Huntress user.

Creating an API Member account in ConnectWise

  1. Login to ConnectWise Manage using either the web or desktop version. 
  2. In the lower-left corner of the ConnectWise interface, select the "System" section to expand its options.  
  3. Select the "Security role" sub-option. 
  4. You'll now need to create a new API Member. To do so, select the "API Members" tab at the top of the newly opened Members pane.
  5. Select the plus (+) sign on the left side of the Members pane to add a new API Member account.
  6. In the New Member form, you'll need to fill out all required fields which are denoted with asterisks (*).
  7. Populate the Member IDMember Name, and Email fields. (The member ID is the User ID and the Member Name is the display name that will show on tickets)
  8. Within the Role ID drop-down menu, select the Huntress API role that you created earlier. Leave other values as default (unless you have another use-case and understand how the options work).  
  9. Select the Default Board and select the Service Boards you DO NOT want the Huntress API to have access to (follow the least-privilege method, we suggest selecting all Service Boards Except for the one you want Huntress Tickets going to. 
  10. Congrats, you've populated all the needed fields! Create your API Member by clicking the floppy disk icon at the top of the Members pane.
  11. Do not return to the main Member pane. Proceed to the next section to continue.

Generating public and private keys for the API Member account

  1. You'll now need to generate public and private keys for your newly created API Member. Start by selecting the "API Keys" tab at the top of the Huntress API pane.
  2. Select the plus (+) sign on the left side of the Huntress API pane to add a new API Key.
  3. Populate the Description field with "Huntress API Key".
  4. Create your Public and Private Keys by clicking the save icon.
  5. Congrats! You've successfully generated the API keys Huntress needs to create tickets. You'll need these in the next steps so don't navigate away frompage.

Setting up the Huntress Integration to ConnectWise

  1. Login to the Huntress Dashboard.
  2. Hover over the Huntress options menu in the upper-right corner of the dashboard.
  3. Select the "Integrations" option from the menu.
  4. Select the "Add" button to create a new integration.
  5. Select the "ConnectWise" banner.
  6. Select the applicable location for your ConnectWise instance. Populate the "Company ID" field with your ConnectWise Company ID. Populate the "Public Key" and "Private Key" fields with the previously generated Member API Keys. Specify the name of the service board to report to in the "Default Service Board" with the name of the service board.
  7. Select the "Add" button to save your integration.
  8. Chose your Default Service Board and Default Company:
  9. If Huntress is unable to match to an organization we will place the incident under a  Default Company you set here.

  10. You will be presented with a list of all Huntress Organizations and their matching ConnectWise Company. If there is not a direct match, you will be left with a dropdown stating "Select a company" for you to manually match the Huntress Organization to the ConnectWise Company. Click Save 
  11. After adding your ConnectWise integration, Navigate back to Integrations. Huntress will attempt to make a connection to the specified ConnectWise Host.
  12. Within a couple of seconds, the "Status" field should either change to a green ✔ or a red ✖.
  13. If your connection was successful, congratulations! Huntress can now directly report incidents and remediation recommendations to your specified ConnectWise Service Board. If your connection failed, select the pencil icon to edit your integration settings. If you have any trouble getting this setup, don't hesitate to drop us an email.

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