ConnectWise Action Types

The Automate ConnectWise action type lets your processes create service tickets and log time entries in ConnectWise automatically.

Connect ConnectWise first

This action type only appears when a ConnectWise integration is active on your account:

1. Click Administration > Integrations > Integrations

2. Create a new integration, give it a name, and choose ConnectWise Manage as the integration type

3. Enter your ConnectWise connection details and save

Set up the action

1. On the desired template, click the Automated Actions icon in the template designer menu

2. Give the action a name and select Automate ConnectWise as your Action Type

3. Select a trigger and add any conditions

4. In Action setup, choose the Action Type (which ConnectWise action to perform) and complete its settings

For the ConnectWise ID settings below, you can either click Select From List to pick from live ConnectWise data (companies, boards, members, and so on) or click Use Field Token or Enter ID Manually to type an ID or insert a field token from your process.

Create Ticket

Creates a new service ticket in ConnectWise.

• ConnectWise Integration - Select the ConnectWise integration to use

• ConnectWise Company ID - The company the ticket belongs to

• ConnectWise Board ID - The service board for the ticket. The board you choose determines the available statuses, types, sub types, and items

• ConnectWise Agreement ID - The agreement to associate with the ticket

• ConnectWise Ticket Status ID, ConnectWise Ticket Type ID, ConnectWise Ticket Sub Type ID, ConnectWise Ticket Item ID - The status, type, sub type, and item for the new ticket

• Ticket Summary - The ticket summary. Field tokens are permitted

• Ticket Description - The ticket description. Field tokens are permitted

• Save New Ticket Number to Field - Select a process field in which to save the newly created ticket number, so later steps (such as time entries) can reference it

Create Time Entry

Logs a time entry in ConnectWise.

• ConnectWise Integration - Select the ConnectWise integration to use

• ConnectWise Ticket ID - The ticket to add time to

• ConnectWise Member ID - The ConnectWise member performing the work

• ConnectWise Agreement ID - The agreement to add time to

• ConnectWise Work Type ID and ConnectWise Work Role ID - The work type and work role for the entry

• Minutes - How many minutes the time entry is for. Field tokens are permitted

• Time Entry External Notes and Time Entry Internal Notes - Optional notes for the entry. Field tokens are permitted

• Billable Option - Choose Billable, Do Not Bill, or No Charge

• Charge To Type - Choose whether the time is charged to a Service Ticket, Project Ticket, or Charge Code

• Charge Code - The charge code to use when Charge To Type is set to Charge Code

Optionally, use the Complete Task step to automatically complete a process task with a success or failure response once the ConnectWise action has run.