Supplement IT Glue / Hudu with CW Manage

If you have decided to set your primary integration for Lifecycle Insights with IT Glue or Hudu, you may choose to supplement your IT Glue/Hudu data with Tickets, Agreements and Opportunities from CW Manage.  The following document walks you through how to do that.

 

ConnectWise Manage Configuration

Estimated Time: 5 minutes

There is a simple set up in ConnectWise to allow for data to be pulled into Lifecycle Insights.  The following steps will walk you through this process.  The key events that will take place are:

  • Create a Security Role with limited, read only access
  • Create an API member that is assigned to the preceding Security Role
  • Collect 4 data points that will later be used to set up the integration in Lifecycle Insights.   We strongly suggest you open up your favorite text editor (IE. notepad or similar); and copy/paste the data points into that editor as we move along the process.

 

  1. Go to your ConnectWise Manage login page.  Before logging in, we will capture 2 of the 4 data points we need.   Specifically, your ConnectWise Base URL, and ConnectWise Company Identifier.

 

2. Please copy and paste the Base URL and Company Identifier values to your text editor.

3. Click Login

4. In the Left Nav Pane, click System, then click Security Roles as shown below.

 

5. Click on the + sign to Add a new Security Role

 

6. Enter a Role ID (1) and click Save (2) icon.

 

 

7. Expand Companies entity, and change Inquire Level to All for the following area:

  1. Company Maintenance

 

 

8.  Expand Finance entity, and change Inquire Level to All for Agreements.  Note:  This is required if you want to import agreements into LCI as contracts.

 

 

9. Expand Sales entity

  - Find Opportunity.  Change Add Level to All, Edit Level to All (Future considersation - currently don't edit in LCI), Inquire Level to All.

 

10. 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

 

 

11. Expand System entity

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

       - Next, click customize

       - Move Service / Service Board, Opportunities Opportunity Status, Opportunity Type, Opportunity Rating, Sales Probability and Sales Stage into the Allow Access to these column

       - Click Save

 

 

12. Set the Member Maintenance Inquiry level to ALL

 

 

13. Then click the Save icon

 

14. Now, we will add the API Member.  Click on System (1), then Members (2) as shown below.

 

15. Click on the API Members tab.

 

16. Click the + sign to add a new member

17. Enter required fields

  1. Member ID: lci_api (or similar)
  2. Member Name: LCI API (or similar)
  3. Role ID: Pick the Role ID (Lifecycle API or similar) you created in previous step
  4. Accept defaults or specify values for the rest of the fields
  5. Click the Save Icon

 

 

18. Click on API Keys tab.

 

19. Click + sign to add new key

20. Enter Description, and click Save Icon

 

 

21. Copy and paste the Public Key and Private Key values to your text editor.

 

Lifecycle Insights Configuration

 

Estimated time: 5 minutes

Earlier, when configuring ConnectWise, you wrote down/stored 4 data points.  Specifically:

  • Company Identifier
  • Base URL
  • API Public Key
  • API Private Key

We will need to have access those 4 data points to set up the ConnectWise Data Integration in Lifecycle Insights.

 

1.  Log into Lifecycle Insights using the username and password you created in the previous section.  The login URL is: https://master.lifecycleinsights.io/signIn .

 

2.  Once logged in, notice the Left Navigation pane has an Integrations Option under Administration. Click on Integrations.   Next, look for the section labeled PSA Integration - Configure your PSA to integrate with LCI Contracts.

 

data integrations menu connectwise selected

 

3.  Click on ConnectWise Manage

 

4.  Next, fill in the form

  1. Check Pull Agreements from ConnectWise Manage
  2. Check Pull Tickets from ConnectWise Manage
  3. Check Enable CW Manage Opportunity Integration
  4. Enter/paste the Company Identifier exactly as you recorded it earlier
  5. Enter/paste the API Base URL exactly as you recorded it earlier
  6. Enter/paste the API Public Key exactly as you recorded it earlier
  7. Enter/paste the API Private Key exactly as you recorded it earlier

 

5. Click Test Settings.  You should see a message 'Connection Successful.'  If you do not, please email us.

6. Click Save Settings. 

 

7.  Click on the tab called Link Companies to IT GLUE / Hudu

 

 

On this tab, you must match any of your active companies from IT Glue/Hudu to companies from Connectwise Manage.  It is this company matching that allows LCI to understand how tickets from Connectwise Manage are associated with companies from IT Glue.

 

Alternatively, you can use the Auto-Mapping feature to match your companies.

To use the auto-mapping feature, click the map companies button.

The system will try to match any exact or near exact matching company names and match those accordingly.  

 

 

 

When the auto-mapping is complete the companies that were matched are highlighted as green rows in the table.

 

The system attempts to find the most exact match for each company.  Some companies with slight name differences may not auto-map.  Please review the mapping to ensure that all desired companies are matched.   A counter of auto-matched companies is provided at the top of the table listing.

 

Non-exact matches may not map with the auto-mapping feature.  For example if the LCI company is listed as My Company, LLC, but the company is registered in the MS database as My Company may not auto-match.  Review your matches, you can use the drop-down selector to match the companies

 

Click the Save Automap button at the top of the table to save your selections.