Connect ConnectWise PSA
ConnectWise PSA (formerly Manage) is a PSA system for IT service providers. DomainWarn creates tickets for incidents there and takes over the companies from ConnectWise as customers. The integration is in beta: it follows the REST API 3.0 but is new. Check the first tickets and mappings, and let us know if anything looks off. It is included from the Agency plan.
In ConnectWise, ideally create a dedicated API member (System › Members › API Members) with a security role that may create and update service tickets and read companies, and generate a public and a private key under API Keys.
In DomainWarn, under Settings › Integrations › ConnectWise PSA, enter the site (e.g. api-eu.myconnectwise.net or your own server), the company ID, public and private key. When you save, DomainWarn reads a company; only then is the connection established. The private key is stored encrypted and never shown.
Tickets in ConnectWise PSA
Choose the board, then its status for new tickets and – if you like – when resolved, and the priority per DomainWarn severity. The alert is stored as internal analysis on the ticket, follow-ups are added as an internal note; the customer sees none of it.
Then switch on tickets under “Features” and add a “ConnectWise PSA” channel under notifications; like every channel it has a minimum severity and follows the notification rules. A new incident opens a ticket at the company of the customer the domain belongs to; for domains without a mapped customer the chosen default company applies, without one no ticket is created. There is exactly one ticket per incident, even if an alert is repeated or several incidents arrive together. The test send checks the connection and the choices without creating a ticket.
See also: Notification channels · Customers
Map companies from ConnectWise PSA
Under “Companies and customers” you see every active company from ConnectWise PSA. Map it to an existing DomainWarn customer; that always works, because tickets need the mapping. With the “Import customers” feature you can also create companies as new customers – one by one or with “Create all unmapped as customers”. If a customer with exactly that name already exists, it is mapped instead of created twice. Nothing is ever deleted, neither in DomainWarn nor in ConnectWise PSA.
After moving to a smaller plan or with tickets switched off, no new tickets are created; existing ones keep receiving notes and are closed when resolved. “Disconnect” deletes credentials, mappings and ticket references; customers in DomainWarn and tickets in ConnectWise PSA stay.