ConnectWise PSA is business automation software that helps IT service providers efficiently manage all aspects of their business. ConnectWise is provided as a web application combined with a rich desktop or mobile client.
Axcient can be configured to push information about Axcient services into ConnectWise, using the ConnectWise integration APIs. You must use the MSP ConnectWise add-on to do this.
The following integration features are available:
After set up, Axcient will automatically push new information into ConnectWise. For example, Axcient will attempt to push information into ConnectWise within 60 seconds every time that a backup ends or a service status update is pushed into the Web Portal, although Axcient will not update ConnectWise for a given customer more frequently than every 12 hours.
One time setup:
If ticket integration is desired, ConnectWise service status is updated and cross-referenced to the ticket status used by the integration API. Then an integrator login is created within ConnectWise, which allows Axcient to push information to ConnectWise.
If billing integration is desired, ConnectWise products are cross-referenced to Axcient services. Next, the ConnectWise integration is configured within the Web Portal. Then, after every backup or service status update, Axcient automatically updates the quantity of additions on each agreement for each company in ConnectWise. You set the price for the corresponding ConnectWise products to be the unit prices specified in the agreement. In this way, invoices generated by the agreement are accurate.
Per-company setup: To setup ConnectWise ticket integration and backup statistics for an individual company, add the Axcient management solution to that company and assign a managed ID linking the ConnectWise company to an Axcient customer record. For billing integration, add a new agreement to the company, and then add one agreement addition per service to be billed (such as online backup or email filtering).
ConnectWise must be told which ticket status to use when Axcient tries to create a ticket with a “Not Responded” (new) status. Since Axcient only creates new tickets, this is the only status which must be cross-referenced. To set this up, refer to the example below as you complete the following steps:
Service boards that have been cross-referenced in this way will now be available for integration.
Effective January 1, 2020, ConnectWise has issued an end of life schedule for their legacy SOAP API.
All partners using the SOAP API must reconfigure their ConnectWise integration to use the newer REST API prior to January 1, 2020 to ensure that their ConnectWise integration continues to work without interruption.
The primary configuration difference between the SOAP and REST API interfaces is user authentication. The legacy SOAP interface utilized integrator login accounts for configuration, while the newer REST interface uses API member logins with security keys.
Axcient has released an update to the billing portal enabling ConnectWise to use the REST API, but some user configuration changes are necessary in order to activate it. Each Axcient partner currently using the ConnectWise integration feature within the billing portal will need to perform the changes to their configuration as described below.
The updated REST API depends on keys (not on login credentials.)
To generate an API key from ConnectWise for use in the Backup for Files (BFF) portal, login to ConnectWise and follow these instructions:
API members are special login accounts valid only for performing REST API operations.
Note: ConnectWise access restrictions are configured at the API member level, when necessary.
Typically, you would create (a) one API member for each integration you need to configure, and (b) one API key for each member.
Please note that the member name and description shown in these examples is unimportant - merely a friendly name to clearly identify the integration for which it was created.
After you've created and saved the member ID, create an API key for that member.
The public and private keys created here serve as the username and password for your integration login.
Important note on private keys: You can only view the private key immediately after it is created! There is no way to reveal this private key again at some point in the future. IMMEDIATELY capture the private key and save it within your secure password vault before proceeding. If you've lost the private key for an API member account, you must create a new key and capture its private key at the time of creation.
Skip this step if you are not setting up billing integration. ConnectWise uses products to track different line items that can appear on agreements and thereby on invoices. You should setup one ConnectWise product for each Axcient service that you want to automatically bill for. These products will represent the unit price for each billable unit for the service (such as the number of GBs, the number of servers, and the number of mailboxes). Depending on what you need to bill for, create new ConnectWise products for one or more of the following, as appropriate for your company:
• Select Online Backup Storage
• Basic Online Backup Storage
• Online Backup # Servers
• Online Backup # Desktops
• ShadowProtect BDR Storage
• ShadowProtect BDR Servers
• ShadowProtect BDR Desktops
• Local Backup # Servers
• Local Backup # Desktops
• Local Backup Storage
• Email Archiving # Mailboxes
• Email Filtering # Mailboxes
Follow these steps for each ConnectWise product you need to create (refer to Figure 3):
Note: These products should only cover usage charges (for example, setting up a charge for a flat monthly price that includes 25 GB of online backup storage) and do not cover any fixed price service fees for Axcient services.
To add additional fixed-price Axcient services:
After you have configured your products, your product list might look like the one shown below:
A management solution must be setup in ConnectWise to represent the Axcient services.
Skip this step if you are not setting up billing integration. Otherwise, complete the following steps:
Click Save to save the changes to the record.
11. The Cross-References tab appears on the bottom half of the screen.
ConnectWise integration must be activated in the Web Portal. To perform this activation, complete the following steps:
Note: ConnectWise requires https for integration. This entry should start with https:// in the URL.
4. Check the Update Invoice Descriptions checkbox to update the billing invoice line item descriptions with detailed, per-account disk-usage
5. If you are using billing integration, check the desired checkboxes to enable the services that you configured for billing integration.
6. Click Save Changes to save your changes.
This section can be skipped if you do not push tickets about Axcient events into ConnectWise.
Otherwise, to configure such notifications in the Axcient Web Portal, follow these steps:
This section can be skipped if you do not synchronize backup statistics or perform billing integration.
To enable these features, follow these steps:
Now that ConnectWise integration has been configured globally, you must perform some additional steps for each ConnectWise company that needs to integrate with Axcient services. These steps will cross-reference Axcient accounts and customers with ConnectWise company records.
Note: The following sections describe the steps you must perform for each ConnectWise company.
1. In ConnectWise, navigate to the System tab, then select Setup Tables.
Note: Do not make additions from the COMPANIES tab or an error like this will occur:
If you see this error, please verify that you are going to the System on the bottom left, using this icon:
2. Type in Managed and press enter to search.
3. Select Managed Devices Integration.
4. Select the Company tab and find the the company records to configure.
5. Click on the correct Device Integration Name.
6. Click on the Companies tab on the top navigation bar:
7. Select the Company Name.
8. Click the + icon to add a new Management Solution.
9. Make a note of the Axcient Customer ID number (found in the ID column).
In the example highlighted below, the Axcient Customer ID number is 19652:
10. Return to ConnectWise and enter the EFS-[efolderCustID] in the Managed ID field.
For example, enter EFS-19652.
11. In the Device Type field, select Workstations and Servers.
Note: The Workstations and Servers field must be the first entry.
There will be a ConnectWise data flow issue if the Workstations and Servers and Backup Stats are switched in order of entry.
12. Leave the Agreement field blank. This field must be blank.
13. Click Save.
14. Click the + icon to add a new Management Solution.
15. Fill out the fields again for the same Managed ID information with the EFS-[efolderCustID].
For example, enter EFS-19652
16. In the Device Type field, select Backup Stats. (This must be the second entry only.)
17. Leave the Default Agreement field blank. This field must be blank.
18. Click Save and then Close.
Note: Ensure the entry order has Workstations and Servers first and Backup Stats second, as shown.
A ConnectWise data flow issue will occur if these two entries are switched.
19. Select the Company > Management tab and then click the Printer icon.
This will generate the ConnectWise Management Report , which tells you if backup sync is working properly.
After the two entries have been fully configured, the backup statistics on the Executive Management report will be updated after each backup completes. Here is an example report with the backup statistics updated by the Axcient integration process:
In this step, add agreement addition(s) to one or more agreements to bill for one or more Axcient services.
If you are not using billing integration, skip this step.
Otherwise, perform the following steps:
After the initial ConnectWise integration has been fully configured, you can add new ConnectWise Client Companies and create new Web Portal user accounts.
For each new ConnectWise Client company integrated with Axcient services, you must add the two Management ID entries you previously configured in ConnectWise. (Repeat instructions under Step 1. Configure the Managed ID for a ConnectWise Company.)
This will return a list of events with notification action problems (such as pushing information into ConnectWise).
Select the Company > Management tab and then click the Printer icon.
This will generate the ConnectWise Executive Management Report and display the Backup Status sync properly.
Complete the following steps for each Web Portal user name account and each ConnectWise Company Setup:
For example, email@example.com is different from the ConnectWise Service Board address Support@companyname.net used to create tickets.
Important! ConnectWise Tickets must remain on the originally-configured Integration Service Board. Tickets should not be moved to a different service board or changed to a child ticket. Doing so will break the Integration sync and cause duplicate tickets.
What does it mean if you receive a username or password error (similar to the following example) in one or more of your Web Portal Event logs?
*ERROR: "Exception has been thrown by the target of an invocation. --- Username or password is incorrect --- End of inner exception stack trace"
This error means the integrator usernames and passwords (either in the ConnectWise Table and/or the Web Porta)l do not match. To resolve this issue, perform the following steps:
The ConnectWise Management ID Error is a common problem which may occur after completing initial Axcient ConnectWise integration.
After you create new user accounts in the Web Portal, adding the two entries in ConnectWise Company (under the Management tab) will associate the Customer ID number (CID) with the ConnectWise Company, providing the connection for the Integration Sync.
If you experience this error and need help making these associations, establishing this sync, and resolving this problem, please use the instructions available here:
Updated: February 2021
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