Note:  Anything shaded in green is required to create and manage tickets in CW Manage from LCI.

The Lifecycle Insights CW Manage integration supports tickets.   The ticket integration supports the following:

1.  We can pull tickets in from CW manage and report on ticket operational metrics in Report Builder

2.  You can create and manage tickets in CW Mange directly from Lifecycle Insights

This document assumes that you have already set up your CW Manage integration and entered API Keys into LCI.   Considering this, the only thing this article covers are the requirements for LCI to access Tickets in CW Manage.  If you want to review the full set up for CW Manage, please click this link.

Connectwise Manage Requirements

In order for us to pull Tickets from CW Manage, the CW Manage Security role set up for the LCI API key must have the appropriate access.  The following will walk you through ensuring that you have the correct access right set up for the API key being used.

1.  Log into CW Manage - you must log in as a user with Administrative privileges

2.  In the left Nav pane, click on Security, then choose Security Roles

3.  Find the Security Role that is tied to the API Member used for Lifecycle Insights

4.  Click on the name of the Security Role to bring up the Security Modules page.

5. Expand the Companies entity, and change Inquire Level to All for: Company Maintenance

6.  Expand Service Desk entity

        - Find Service Tickets.  Change Add Level to All, Edit Level to All and Inquire Level to All.

        - Find Close Service Tickets.  Change Add Level to All, Edit Level to All, change Inquire Level to All

7.  Expand System entity

       - Find Table Setup.  First, ensure Inquire Level is set to All

       - Next, click customize

       - Move Service / Service Board into the Allow Access to these column

       - Click Save

7.  Click the Save icon at the top