Wirespeed integrates with ConnectWise (CW) PSA to automatically push escalated cases from Wirespeed into CW, as well as bi-directionally sync statuses and SLAs.

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Getting Started

Login to CW to complete the following steps:

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Create a Security Role

  1. Navigate to System > Security Roles > Hit the + button
  2. Name the Role Wirespeed
  3. Add the following permissions
    1. Companies
      1. Set Company Maintenance - Inquire - All
    2. Service Desk
      1. Set Close Service Tickets - Add/Edit/Inquire - All
      2. Set Service Tickets - Add/Edit/Inquire - All
    3. System
      1. Select customize next to Table setup
      2. Disallow all items
      3. Allow Service/Priority
      4. Allow Service/Service Board
      5. Set Table setup - Inquire - All

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Create an API Member

  1. Navigate to System > Members > API Members > Hit the + button
  2. Name the Member Wirespeed, similar for other required fields
  3. Select the Wirespeed Role ID
  4. Provide any other required fields as they fit your organization and Save
  5. Select the API Keys tab > Hit the + button
  6. Provide Wirespeed as the description and Save
  7. Save the public key and private key

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Add Integration

  1. Login to Wirespeed > Integrations > Add Integration > Connectwise PSA
  2. Provide the URL of the ConnectWise domain you use, e.g. https://connectwisedev.com/
  3. Provide the Company ID you use to login to ConnectWise with
  4. Provide the public key and private key from earlier steps
  5. Save

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Configuration

After adding, Wirespeed will redirect you to the configuration screen. Here you will be able to choose what Company, Board, and Ticket Type Wirespeed should use when creating tickets in ConnectWise. Additionally, you can choose what statuses and priorities to use in certain scenarios.
Wirespeed will sync the closed status and remediation SLAs from ConnectWise back into Wirespeed. Status syncing is stopped once the ticket has been closed. Reopening a ticket in CW will not reopen the associated case in Wirespeed.

Cases with multiple detections will only create a single CW ticket. Additional detections added to a case will not modify CW ticket status or priority.