SIGNL4 now includes a new app for connecting to ConnectWise Manage ("Manage"). This makes 2-way integration with Manage a breeze, and responding to service desk tickets can now be done conveniently via mobile app in SIGNL4. This blog article has all the important details.
What features does the integration offer?
The integration offers the following features:
- New Signls, i.e. notifications via push, SMS or call for new service desk tickets
- Display of all desired ticket details, such as notes or tasks
- Status updates of service desk tickets via the mobile app
- Setting a ticket owner when acknowledged in SIGNL4
- Adding notes to tickets via the mobile app
- Synchronization of status changes in ConnectWise to SIGNL4.
- Ability to set which tickets should be transferred to SIGNL4 (e.g. only certain priority, etc.)
How does the integration work?
The integration is based on the ConnectWise Manage REST API. SIGNL4 is a client application for this API and retrieves service tickets from it. API access uses credentials of an API member, which must first be created in Manage (see below). The member, its location, business unit/department, and default board define which service tickets can be seen/retrieved by SIGNL4. Generally, ConnectWise Manage on-premises or a cloud instance is supported. The Manage API version should be "2019.1" or newer.
What components are needed in Manage?
The connector app in SIGNL4 requires several items in Manage. All except the API member are automatically created by the connector app when it is first started in SIGNL4. The following table gives an exact overview and explains further details about required prerequisites in Manage:
|Type||Sample ID||Created by||Description|
|API Member||signl4||ConnectWise Administrator||Required for SIGNL4 to access the Manage REST API. Required properties/values: - Location - Business Unit - Default Board - Role: Admin - API Key Location, Business Unit and Default Board simultaneously define which service tickets can be retrieved by the connector app.|
|Custom Field||Signl4Retrieved_c||Connector App (automatically)||Tracking on the service ticket if it must be retrieved or has been retrieved - Not visible in the UI|
|Custom Field||Signl4Status_c||Connector App (automatically)||Required for automatic closing of Signls when corresponding service tickets change their status - Not visible in the UI|
|Custom Field||Signl4User_c||Connector App (automatically)||Required for assigning ticket owners - Not visible in the UI|
|Workflow Rule||SIGNL4 - Trigger Signls||Connector App (automatically)||Defines which service tickets are retrieved. By default, all new tickets with the status "New (not responded)" are retrieved. - Must contain 3 event triggers (more information on request) - Can remain inactive (Invocation via Manage REST API)|
|Workflow Rule||SIGNL4 - Update Signls||Connector App (automatically)||Defines when Signls should be acknowledged or closed automatically (e.g. when the status of a ticket changes to "Closed (resolved)") - Must contain 2 event triggers (more information on request) - Can remain inactive (Invocation via Manage REST API)|
|Workflow Rule||SIGNL4 - Update CW Tickets||Connector App (automatically)||Defines how service tickets should be updated when acknowledged or closed in SIGNL4. - Must contain 2 event triggers with corresponding actions (more information on request) - Can remain inactive (Invocation via Manage REST API)|
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