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How to set up your ConnectWise Integration

Connect your usecure platform with ConnectWise.

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Written by Justin Sandahl

This guide walks you through configuring the ConnectWise Manage integration between your ConnectWise instance and the usecure platform.

Note: You will need ConnectWise Manage access with Admin permissions to set up the integration.

Part 1: ConnectWise Developer Portal Configuration

Step 1: Navigate to the Developer Portal

  1. Go to developer.connectwise.com

  2. Log in with your ConnectWise account credentials

  3. Navigate to the ClientID page from the main navigation

Step 2: Create a New Integration

  1. Click the Create New Integration button

  2. Fill in the following required fields:

Field

Value

Integration Name

Enter a descriptive name (e.g., “usecure Integration”)

Description

Brief description of the integration’s purpose

Integration Type

Select Private

Technical Contact Email

Enter your technical contact email address

Product

Select Manage from the dropdown

3. Click Submit to create the integration.

Step 3: Copy Your Client ID

After creating the integration, you’ll be provided with a Client ID. Copy this value as you’ll need it for the usecure platform configuration.

⚠️ Important: The Client ID is unique to your integration and is required for all API calls. Keep it secure and do not share it publicly.

Part 2: ConnectWise Manage Portal Configuration

Step 1: Log In as Administrator

  1. Log in to your ConnectWise Manage service portal with an administrator account

  2. Note your Company ID - this is the company identifier you use to log in (you’ll need this later)

Step 2: Navigate to Member Settings

  1. Click the System icon (gear) in the left sidebar

  2. Select Members from the menu

Step 3: Create or Edit a Member for API Access

You can either create a new member specifically for API access or use an existing member:

To create a new member:

  1. Click + to add a new member

  2. Fill in the required member details

  3. Save the member

To use an existing member:

Click on an existing member from the list to edit them.

Note: We recommend creating an API member under System › Members › API Members and assigning it a dedicated security role with only the permissions the integration needs. See Required ConnectWise permissions.

Step 4: Generate API Keys

  1. Navigate to the API Keys tab within the member settings

  2. Click the + (plus sign) to create a new API key

  3. Enter a Description for the key (e.g., “usecure Integration Key”)

  4. Click Save

The system will automatically generate:

  • Public Key - Displayed on the API Keys tab

  • Private Key - Shown only once at creation time

⚠️ Important: The Private Key is only displayed once when the key is created. Make sure to copy and securely store both keys immediately. If you lose the Private Key, you’ll need to generate a new API key pair.

Part 3: usecure Platform Configuration

Step 1: Navigate to PSA Tools Settings

  1. Log in to the usecure platform

  2. Go to NFR Settings (or your applicable settings page)

  3. Select PSA Tools from the menu

Step 2: Enable and Configure PSA Integration

On the Configuration tab:

  1. Toggle Enable PSA Tools to ON

  2. Select ConnectWise from the PSA Type dropdown

  3. Fill in the following fields:

Field

Value

Base URL

Select the appropriate regional API endpoint (see table below)

Client ID

The Client ID from the ConnectWise Developer Portal

Company ID

Your company identifier used to log into ConnectWise Manage

Public Key

The Public API Key generated in Part 2

Private Key

The Private API Key generated in Part 2

Regional API Endpoints

Select the Base URL that matches your ConnectWise Manage region:

Region

Base URL

North America

https://na.myconnectwise.net/v4_6_release/apis/3.0

Europe

https://eu.myconnectwise.net/v4_6_release/apis/3.0

Australia

https://au.myconnectwise.net/v4_6_release/apis/3.0

Australia (Secondary)

https://aus.myconnectwise.net/v4_6_release/apis/3.0

South Africa

https://za.myconnectwise.net/v4_6_release/apis/3.0

Staging/Development

https://staging.connectwisedev.com/v4_6_release/apis/3.0

Click Save to store your configuration

Step 3: Configure Event Settings

Navigate to the Event Settings tab to configure which events trigger ticket creation.

  1. Enable Phishing Failure Events - Toggle to enable/disable

  2. Ticket Type ID - Enter the ConnectWise ticket type ID for these events (see Note)

  3. Category - Enter the category for the tickets (see Note)

Note: These settings are optional, the Connectwise Integration will use the default ticket type and category set in the PSA system, but can be changed if the user wants to override this.

Tip: You can find Ticket Type IDs in ConnectWise Manage under System → Setup Tables → Service Board.

Step 4: Configure Customer Sync

Navigate to the Customer Sync tab to map usecure customers to ConnectWise companies:

  1. Include my company in the customer sync - Toggle if you want to include your own company

  2. For each customer listed, enter the corresponding PSA Customer ID from ConnectWise

Finding ConnectWise Company IDs

To find a company’s ID in ConnectWise Manage:

  1. Navigate to Companies in ConnectWise Manage

  2. Search for and select the company you want to map

  3. Look at the browser URL - you’ll see a parameter like companyId=123

  4. The number is the PSA Customer ID (e.g., 123)

Alternatively:

  1. Open the company record

  2. The Company ID is typically displayed in the company details or header

Troubleshooting

Common Issues

Issue

Solution

Authentication failed

Verify your Client ID, Company ID, and API keys are correct. Ensure the API keys are still active.

"You do not have security permission to perform this action"

ConnectWise doesn't say which permission is missing. Check that: every permission level in the security role is set to All, not My; the Table Setup Allow list contains Service / Service Board, Service / Priority and Service / Source. If tickets still won't create, or Billing Sync can't find an agreement it should, set Companies › Company Maintenance Inquire Level to All.

401 Unauthorized errors

Check that the member associated with the API keys has the security role described in Required ConnectWise permissions.

403 Forbidden errors

Check the member's security role against Required ConnectWise permissions, and make sure every level is set to All.

Invalid Base URL

Ensure you’ve selected the correct regional endpoint for your ConnectWise instance.

Tickets not creating

Verify the Ticket Type ID and Category are valid in your ConnectWise configuration.

Customer sync issues

Double-check the PSA Customer IDs match the correct companies in ConnectWise.

API rate limiting

ConnectWise has API rate limits. Space out bulk operations if you encounter 429 errors.

Verifying Your Configuration

After completing the setup:

  1. Test the connection using the usecure platform’s test functionality (if available)

  2. Trigger a test event to verify tickets are being created correctly

  3. Check the ConnectWise Manage tickets list to confirm the integration is working

Checking API Key Status

To verify your API keys are active:

  1. Navigate to System → Members in ConnectWise Manage

  2. Select the member with the API keys

  3. Go to the API Keys tab

  4. Ensure the key is not marked as Inactive

Security Best Practices

  • Use a dedicated member account specifically for API integrations

  • Grant only the minimum required security role permissions to the API member

  • Regularly rotate API keys (generate new keys and update the usecure configuration)

  • Monitor API usage in ConnectWise for any unusual activity

  • Never share your Client ID or API keys publicly

  • Consider using a member with limited access to sensitive data

Required ConnectWise Permissions

We recommend creating a dedicated security role for the usecure integration that includes only the permissions below, and assigning it to the API member you set up in Part 2.

Note: Always set permission levels to All, not My. API members don't own any records in ConnectWise, so a My level gives the integration no access.

Ticket creation

To create tickets for phishing simulation failures and breach detection, set the following permissions:

Module › Permission

Add

Edit

Delete

Inquire

System › Table Setup

None

None

None

All (customised – see below)

Service Desk › Service Tickets

All

None

None

All

Customising Table Setup

  1. On the System › Table Setup row, set Inquire Level to All. The Customize option only appears once the level is above None.

  2. Click Customize.

  3. Move every table to the Disallow list.

  4. Move only these tables back to Allow: Service / Service Board, Service / Priority and Service / Source.

  5. Click Save.

Note: Keep Service / Service Board allowed even if you've chosen a board in your usecure Event Settings. The integration still needs to read that board's statuses.

Billing Sync

If you use Billing Sync, add the following permission to the same security role so usecure can keep agreement quantities up to date:

Module › Permission

Add

Edit

Delete

Inquire

Finance › Agreements

None

All

None

All

Note: Set both Edit and Inquire to All. ConnectWise doesn't let you limit Edit to a single field, so this permission also allows other agreement fields to be edited, including price. usecure only ever updates the quantity on agreement additions.

Additional Resources

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