Plugins/ConnectWise

From LabTech

Introduction

This plug-in syncs clients, Contacts and Assets to the ConnectWise PSA. You can import Client and Contacts and actively update the ConnectWise PSA with changes. Background update can be preformed regularly every 12 hours to retrieve changes from the ConnectWise PSA. Assets(Computers) are sent in for each client synchronized. Tickets are Created and Finished in the ConnectWise PSA and can be remotely finished from ConnectWise. An Alert style has been added to make tickets in only the ConnectWise PSA and not LabTech. ConnectWise Management report statistics are gathered and reported when assets are updated. Ticket Attachments are created as documents in ConnectWise and attached to the ticket. Download the ConnectWise Plugin Current Version: 2.0 Be sure to read the Instructions.doc included in the MSI file incase the plugin has been updated.

Configuration

Control Center Workstation Configuration

Make sure the workstation has access to the ConnectWise service URL.

ConnectWise Configuration

Setup the Service Ticket Cross References

Open ConnectWise, Select Setup from the left hand navigation menu, then Select Setup Tables.

Search for Service Status.

Double-Click on Service Status and a new window will appear.

Open each Service Status.

Set the External Integration XRef

Save the Changes. Make sure all the items in the dropdown list have (Set) at the end.

• Do this for each Service Status.

Note

On our Test System we Mapped the Following.

New -> Not Responded

Cancelled -> Cancelled

On Hold -> On Hold

Assigned -> Responded

Plan of Action -> Plan of Action

Closed -> Resolved

Setup the Integrator Login

Open ConnectWise, Select Setup from the left hand navigation menu, then Select Setup Tables.

Search for Integrator Login.

Double-Click on Integrator Login and a logins screen will appear.

Click New

Enter a Username and Password.

Check the Service Ticket API box and choose a Service Board.

Enter http://YourFQDN/LabTech/callback.aspx?ExternalID= for the Ticket Callback URL.

Check the Managed Services API, Contact API, Time Entry API and the Company API boxes.

Select a Member for the Time Entry.

Set the Access Level to All Records.

Save the Login.

Click Setup Tables again.

Search for Management IT

Double-Click on Management IT and a window will appear.

Click New Item

Enter LabTech for the Name.

Select Custom from the Solution List.

Enter LabTech for the Custom Solution Name.

Enter a Username and Password for Connectwise that LabTech will use.

Save the Solution.

Set up 'Management' setup table

The Management setup table is used for synchronizing the count levels for Managed Workstations and Managed Servers for the agreements.

Download the ConnectWise MSP Installer:

If your server is 64-bit, use this installer: 64-Bit Installer.

If your server is 32-bit, use this installer: 32-Bit Installer.

Run the downloaded installer on your ConnectWise Server

• • If you are a Cloud CW Partner you do not have to worry about this step or if you are a converter from another MSP software and you had this setup previously, then you will not need to do this step. On the Management Setup Table the API Sync Login account needs to be set to the Labtech Integrator Login Account.

After this is completed go to the setup table in Connectwise called 'Management' and configure the top portion.

Setup Members

Open ConnectWise, Select Setup from the left hand navigation menu, then Select Members.

Add a Member for every LabTech User in your system.

• Make sure the Members Name is the exact same as the LabTech Username.

Setup Time Entry Work Types

Open ConnectWise, Select Setup from the left hand navigation menu, then Select Setup Tables.

Search for Work Type.

Double-Click on Work Type and a new window will appear.

Double-Click on Regular in the Work Type (Time) List.

Select Regular for the External Integration XRef.

Save the Work Type.

• Do this for the 3 other Work Types in the XRef List. All of the XRefs should have the word (Set) at the end of them when you are finished.

Mapping Existing Accounts to LabTech Clients

If you have existing LabTech and ConnectWise Systems, both with existing accounts, and you would like to link them together; Do the Following.

Open the LabTech Control Center.

Open the Client you wish to map. (Double-Click on the Client in the Navigation Tree)

Note the Display Name.

Open ConnectWise and Select the Company you want to map to.

Enter the LabTech Display Name in the ID field and Save the Company.

• Do this for every Client you want to link together.
• Also make sure the 'Type:' Field in Connectwise matches the 'Company Type Filter' in Labtech's CW Plugin integration fields to enable them to be pulled down from Labtech.
• If you wish to search for Multiple Company Types, you may use the % sign as a wildcard filter that will search for ALL company types

In Connectwise

In Labtech

Setup Management Solutions

This is used to synchronize Assets to Companies.

Open Connectwise and Select a Company

Click on the Management Tab.

Click Save to begin setting up Company Management.

Click New to add a record.

Select LabTech/LabTech from the dropdown list of solutions.

Enter a Managed ID. See Below...

Select a Device Type from the list. Workstations and Servers is the default.

Click Save.

Choosing Managed IDs

Determine the Managed ID by first deciding what group of computers you would like to return to this Company. You have the choice of sending a Group, a Client or a Location. Since LabTech may be setup differently than your PSA, this allows you to adapt to different situations.

A Managed ID is comprised of a Letter (G,L,C) and a Number (LabTech ID). The Letters indicate to the system what type of information you want, G for Groups, C for Clients and L for Locations. The Number represents the LabTech ID of the Group, Client or Location.

• Setting the Managed ID to G42 would list all of the computers from the LabTech Group number 42 inside the Companys Configurations List.

Turn on Client IDs in LabTech from the Main Menu by selecting Tools > Show IDs. Make a Note of the Client ID in the Navigation Tree.

Examples

C12 - All Computers in all Locations for Client number 12.

L47 - All Computers at Location number 47.

G43 - All Computers within Group number 43.

Installing the Plugin In Labtech

After you have downloaded the ConnectWise.MSI plugin...

Navigation

Run the file Connectwise.msi directly on your LabTech server.

Open the Control Center and select Help from the Main Menu then select Plugin Manager.

Click Add and browse to the ConnectWise.DLL'

Close and Re-Open the Control Center

Open the Plugin Manager again.

Check the box next to Connectwise Sychronization Tool then Click Yes to Configure/Enable the Plugin.

Close and Re-Open the Control Center

• All of the files will be copied to the proper directories for you if you have installed using the Plugin Manager.

Other Installation procedures.

Copy the Plugin DLL to the %programfiles%\Labtech\Plugins and Inetpub\WWWRoot\Labtech\Bin Folders.

Restart the LabTech Database Agent Service.

Restart the IIS Server with IISReset.exe

ConnectWise Plugin Configuration

Browse the ConnectWise Tab within the Config > Integration Section of the DashBoard.

CWise API URL: https://FQDNCwiseServer/v4_6_release/services/system_io/integration_io.asmx

• If you have followed the instructions then you will only need to change the Server URL, Username and Password. Leave the rest of the settings at their default and click Save.

Close then re-open theControl Center.

• Sync Clients - When a Client is Saved it will be updated or created in ConnectWise.
• Sync Contacts - When a Contact is Saved it will be updated or created in ConnectWise.
• Sync Tickets – When a Ticket is created for a Client that exists in ConnectWise it will be created in ConnectWise. And when that ticket is finished it will be updated and set to finish in ConnectWise.
• Sync Computers – Every 12 hours all Computers for Clients will be updated\Created in ConnectWise for companies that have a management solution setup.
• Enable Deletes – If enabled then when deleting records they will be deleted in ConnectWise. Requires Sync clients or Contacts.
• Background Sync Accounts – Every 12 hours all clients that exist in ConnectWise will be updated with information from ConnectWise.

Using the ConnectWise Plugin within LabTech

Importing

Clients

Import Clients from ConnectWise will get all Accounts from ConnectWise and ADD or Update them in Labtech. The system will get all the Accounts and Ask if you want to import them all.

• Click Yes to import them all.
• Respond NO to ask 'Yes or No' for each Account.

Contacts

Import Contacts from ConnectWise will get all Contacts from ConnectWise and list them in a selection window. Check the items to perform the selected action. Import will add new items and Update will overwrite it with ConnectWise information. This is the only way to add new items from ConnectWise as all automatic processes only update.

Synchronization

Assets

Update Assets to ConnectWise will send all the Assets of clients that have management solution setup for them. These assets are the computers listed under the locations that belong to the client. This also includes any devices with the Sync External check box on the network device screen. This is the same as the Automatic procedure except it does it manually.

Creating and Updating Clients in ConnectWise

Synchronizing clients from LabTech to ConnectWise is very easy. Simply open a Client up in LabTech and click Save. This will cause the ConnectWise system to either create a new Account or Update an Existing One.

To setup a brand new ConnectWise System from your LabTech system, open each client in LabTech and click save. To move existing accounts from your ConnectWise system into Labtech use the Import Menu above.

Ticket Synchronization

Tickets are updated in ConnectWise as soon as they are changed in LabTech. There is no delay and the update happens when the ticket is saved. The only reverse updating of tickets happens only when the ConnectWise system calls the ticket update URL. Tickets will not be created in ConnectWise unless the client has been synced to ConnectWise.

The Status will be linked together with according to the mapping performed in the config. The Priority of tickets is mapped as less than 10 is Low, 10 is Normal, 11-15 is intermediate and 15 and above is High.

Ticket Due dates will be set if the Due date is set in LabTech. On the contrary, if it is set in Connectwise it will NOT be set in LabTech. Each item a ticket performs an action it will be recorded in the Detail Description area and any finish messages will be saved in the Resolution Area.

• Attachments will be listed under Documents for this ticket

ConnectWise Ticket Alerts

A LabTech Monitor will have extra Alert Actions that can be set to create Tickets in the ConnectWise System.

These Alert Actions will create a Service Ticket in the ConnectWise System.

• The ConnectWise Ticket will create the Service Ticket with the Login ID so it will be mapped to that Service Board in ConnectWise.
• The ConnectWise Ticket 2 will create a Service Ticket with the second Service Board Login ID and use that Service board.

Exporting

Time Entries

Export Time to the ConnectWise System just as you would export to a XML or CSV file.

Open the DashBoard and select the Export Tab.

Select ConnectWise Time from the list of export types.

Select the Clients and Dates that you want and Click Preview.

Once you have the items Checked that you want to export, click the Export button.

The Export box will appear and just click save; unless you want to save this export as a different file.

Time will be entered as time entries in ConnectWise.

Check ConnectWise and verify the time is correct.

Once everything is OK then click the button Mark Slips Billed to set these items so they will not export the next time.

• Charges are assigned to an Employee. The Employees are scanned to match the MemberID to the LabTech Username.

CW Customer Portal Authentication

It is possible to have the Labtech Tray icon on machines you are monitoring to auto-authenticate into the Connectwise customer portal as that particular machine/client. To enable this, follow these steps:

Finding URL

First is to find the correct URL to the portal page and test it. Here are some examples of the URL. *URL'S ARE Case sensitive!*

Hosted Solution URLS

http://myconnectwise.net/v4_6_release/services/system_io/Portal/Default.aspx?Company=YourCWCompanyName&machineID=%ID%

http://myconnectwise.com/v4_6_release/services/system_io/Portal/Default.aspx?Company=YourCWCompanyName&machineID=%ID%

• Replace YourCWCompanyName with whatever CompanyID you type in to login to your Hosted Connectwise System.

Non-Hosted Solution URLS

http://PSAServerFQDN/v4_6_release/services/system_io/Portal/Default.aspx?machineID=%ID%

After finding the proper URL test it out with an existing system in your Connectwise System by replacing the %ID% with the actual Device ID of the configuration in Connectwise. The photo below shows how to find that number.

Setting up the template in Labtech

After finding the proper URL out. In Labtech you simply need to set the Template up for the Support URL, Help URL, or Custom URL to match the aquired URL path with machineID=%ID%. To enable these fields, double click on the Text Label to the left of the text box. The %ID% is a replacement that tells Labtech to replace that value with the ComputerID of that machine when executing the URL.

Once this is completed. Update the configurations on the machines in Labtech by sending the Command->Inventory->Update Config to set the URL into place for the tray to execute.