Hi all,
Does anyone know if it’s possible with escalation chains that send an API call (create a ticket) into ConnectWise Manage that it’ll attached a configuration to the ticket if one exists in the system?
There isn’t anything I can manipulate in ConnectWise unless it’s an email parsing rule so I’m hoping it’s just something I can add into the API call to achieve this :)
Spent about 6 months trying to do this. It’s not possible. You have to attach the config after the ticket is created. We have a custom Azure function that receives the calls from LM and makes 2 calls to CW. One to open the ticket and one to attach the config.
Simple scripting as an action in response to an alert would allow this to happen.
NeophyteWe have accomplished this 90% on our own, but would love to see LM take it the rest of the way.
"customFields": [ { "id": 11, "value": "##HOSTNAME##" } ]
POST URL:
https://{URL}/v4_6_release/apis/3.0/service/tickets/{ticketID}/configurations
BODY:
{
"id": "{ConfigID}"
}
AdvisorJust wanted to bring this back to life as I noticed LogicMonitor added a "Connectwise Configuration Sync" to the Integration.
With that being said, I reviewed it, and it seems lackluster as it just creates configurations and doesn't auto-map to existing configurations which needs to be done manually or via a script by pre-populating all the resources with their associated IDs.
Regardless, I am also using Power Automate to attach the configurations to tickets along with the creating/syncing the configurations so I experimented/revisited to see if LogicMonitor can attach the configurations.
ConnectWise doesn't allow you to attach the configurations using the ticket creation POST...BUT LogicMonitor has the "Escalated" status in the integration which can reference the ##EXTERNALTICKETID##. Therefore, you can utilize that to attach your configurations.
Example:
Stage 1: Creates the ticket
Stage 2: Attaches the configuration
Stage 3: Do Nothing to prevent the further attaching attempts.
Payload for Escalated.
Does anyone see any downside with this? The only thing I can think of is someone acknowledging the alert within 1 minute of the escalation interval but that would be rare as we don't really ACK the alerts in LogicMonitor anyways.
