Integration Guide

1. Create Security Role

In your ConnectWise PSA instance, go to System→Security Roles where you can create a security role for Neo

• Role ID => Neo
• Click Save

2. Grant READ access

Read means Inquire in ConnectWise terms. Neo needs Inquire Level for the following:

Security Module	Entry	Inquire Level
Service Desk	Service Tickets	All
Service Desk	Service Tickets - Finance	All
Service Desk	Close Service Tickets	All
Service Desk	Resource Scheduling (customize)	All
Service Desk	Merge Tickets	All
Service Desk	Service Ticket - Dependencies	All
Project	Close Project tickets	All
Project	Close Projects	All
Project	Project Headers	All
Project	Project Notes	All
Project	Project Phase	All
Project	Project Tickets	All
Project	Project Contacts	All
Project	Project Finance	All
Project	Project Management	All
Project	Project Reports	All
Project	Project Teams	All
Project	Project Ticket - Dependencies	All
Project	Project Ticket Tasks	All
Companies	Configurations	All
Companies	Contacts	All
Companies	Team Members	All
Companies	Company Maintenance	All
Companies	Manage Attachments	All
Companies	Management	All
Companies	Notes	All
Companies	Reports	All
Companies	Contacts	All
Time & Expense	Time Entry	All
Time & Expense	Time Entry Billable Option	All
Time & Expense	Reports	All
System	Member Maintenance	All
System	Table Setup	All
System	My Company	All
Finance	Agreements	All
Finance	Billing View Time	All
Procurement	Products	All

System -> Table Setup

In customize menu everything is allowed by default. It's fine because it allows Neo to read metadata about companies, tickets, etc. from ConnectWise

3. Grant WRITE access

Neo Workflows can add Ticket Internal Notes and update Ticket Fields:

Security Module	Entry	Add Level	Edit Level
Service Desk	Close Service Tickets	All	All
Service Desk	Service Tickets	All	All
Service Desk	Service Ticket - Dependencies	All	All
Service Desk	Merge Tickets	All	All
Companies	Contacts	All	All
Time & Expense	Time Entry	All	All
Time & Expense	Time Entry Billable Option	All	All
Finance	Billing View Time	All	All
Companies	Manage Attachments	All	All

Update Project Tickets:

Security Module	Entry	Add Level	Edit Level
Project	Close Project Tickets	All	All
Project	Close Projects	All	All
Project	Project Ticket - Dependencies	All	All
Project	Project Ticket Tasks	All	All
Project	Project Tickets	All	All

Update My Company:

Security Module	Entry	Add Level	Edit Level
System	My Company	All	All

Update Owner:

Security Module	Entry	Add Level	Edit Level
Service Desk	Resource Scheduling	All	All

4. Create API member

• With the Security Role created, let's create an API member for Neo.
  • Go to System → Members → API Members.
  • Create a new member by defining the following fields:
    • Role ID: Select the role ID created before;
    • email: team@neoagent.io
  • Define API Keys
    • Create a new API key for Neo by providing a description (e.g. "Neo-API").
    • You will be given a new Public and Private Keys;

5. Share API credentials with us

• Please go to the (Dashboard)[https://dashboard.neoagent.io/integrations] and share with us the following information:
  • ID of the API member you created on step 4
    • We need the number-based ID, like 342
  • Public Key (”username” in Neo Dashboard)
  • Private Key (”password” in Neo Dashboard)
  • Your ConnectWise PSA URL (e.g. https://na.myconnectwise.net/)
  • Your company name exactly as it's set in ConnectWise. You can find it on the login screen:

6. Control the integration

The integration is now active. You can control it in the Dashboard.

1. Sync is triggered automatically and happens every 8 hours
2. You can trigger a sync manually by clicking on the Trigger Sync button.
   • It's useful when you want Neo to know about recent changes in Ticket Statuses, Board/Queue names, Companies, etc.

Advanced

• Use PSA Sync Filters to control which tickets are imported from ConnectWise to Neo

tip

These filters only control which tickets are synchronized into Neo's database to be available for Similar Tickets search. They do not affect which tickets Neo can access through workflows.