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joshuakurzawa's avatar
joshuakurzawa
2 years ago

ConnectWise Manage - Attach Configurations

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 :)

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  • Anonymous's avatar
    Anonymous
    2 years ago

    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.

  • JaredM's avatar
    JaredM
    Icon for Neophyte rankNeophyte
    2 months ago

    We have accomplished this 90% on our own, but would love to see LM take it the rest of the way.

    • We have a added a custom field in ConnectWise to store the resource name

    "customFields": [ { "id": 11, "value": "##HOSTNAME##" } ]

    • We have a nightly PowerAutomate flow which looks at all tickets sourced by LM, and checks if the custom field value matches a config within the company. It can then be attached with a simple POST call.

    POST URL:
    https://{URL}/v4_6_release/apis/3.0/service/tickets/{ticketID}/configurations
    BODY:
    {
      "id": "{ConfigID}"
    }