Prerequisites: 

Before you begin to configure your x360Cloud accounts, you must first successfully configured the API member and service default settings in ConnectWise. 

Overview

This article will explain how to configure the PSA settings in x360Cloud to integrate with the ConnectWise Professional Services Automation (PSA) platform, after you have first successfully configured the API member and service default settings in ConnectWise.  

• A ticket will automatically be created in ConnectWise if an organization does not successfully generate a backup within a 24 hour period. 
• Currently, tickets from all organizations are created under a single company in ConnectWise (currently Axcient x360Cloud). The company will be created automatically. In future releases, you will have the ability to map organizations for improved management.
• All tickets pushed to ConnectWise will be associated with the default Service Board and will share the same default Status and Team, as configured in the steps below.

Configure PSA settings in x360Cloud

STEP 1: Navigate to the Settings tab in x360Cloud's Reseller Portal

In the Reseller Portal, click the Settings tab and then click the PSA tab. 

 STEP 2: Select a PSA System

In the PSA tab, click the Configure a new PSA System radio button.

In the PSA drop-down menu, select ConnectWise.

 STEP 3: Configure ConnectWise Credentials in x360Cloud

• In the ConnectWise Credentials section, configure settings for your ConnectWise account:
• In the Site URL field, enter your ConnectWise URL.
• In the Company ID field, enter the ID of your company.
• In the Public Key field, enter the public key generated for your API Member.
• In the Private Key field, enter the private key for your API Member.
• Click the Test & Save Connection button when you are finished.

Turn on ticketing in x360Cloud

After you configure PSA settings, you can turn on ticketing in x360Cloud. 

STEP 1: Navigate to the Settings Tab

In the Reseller Portal, click the Settings tab and then click the PSA tab.

 STEP 2: Toggle on ticketing

In the PSA tab, turn on ticketing:

• Click Ticketing Enabled to turn on ticketing.
• Click the Save button when you are finished.

View Tickets in ConnectWise

After you configure settings, a ConnectWise ticket will be created if an organization does not successfully generate a backup within a 24 hour period.

The ticket will include the following information:

• Organization Name
• Organization ID
• Number of protected end user accounts (number of end user accounts selected for backup in the organization)
• Last successful backup completed (date and time of the latest successful backup)
• Latest backups statuses (three latest backup statuses)

Need more help?

To fully integrate x360Cloud with ConnectWise, you need to complete all four of the following tasks:

1. Create an API member and generate API Keys.
2. Specify service defaults for the API member.
3. Configure a new PSA system in x360Cloud.
4. Turn on ticketing in x360Cloud.