Overview

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Setup Overview

Setting up the ConnectWise integration involves two main steps:

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Prerequisites

Before starting the integration setup, ensure you have:

• Admin Access: Full administrative access to your ConnectWise system
• Security Role Management: Ability to create security roles and manage permissions
• API Member Creation: Permissions to create API members and generate API keys
• Company Information: Your exact company name as shown on the ConnectWise login screen
• System Access: Access to System → Security Roles and System → Members sections

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Getting a 403 permission error

ConnectWise returns 403 code=Security when the Neo security role is missing an Inquire or write level. Open Creating an API Member and check the three entries under “Three entries deserve a second look”, then run the connection checks again. The Identity check fails this way when System → Member Maintenance is not set to Inquire = All, even though the API member exists.

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Agents on project tickets

An agent can run on ConnectWise project tickets (the tasks inside a project) as well as service tickets. In the agent builder, open Triggers & Filters and set What to process to Project Tickets, or ask your Neo Support Agent to build the agent. The choice is fixed once the agent is created, so an existing ticket agent cannot move to project tickets; create a new agent instead. A project-ticket agent must be a triggered agent. Workflows and scheduled agents cannot run on project tickets.

• Triggers: Ticket created, Ticket updated, Note added, Technician added a note, Another workflow finished and Manual only. Another project-ticket agent can also start the run; a service-ticket agent or workflow cannot. Customer replied, Technician replied and Time entry created are not available. Moving a project ticket to another phase does not start an agent: in our tests, ConnectWise sent Neo no ticket event for a phase move.
• Filters: the project ticket’s own fields, such as project, phase, board and status. Calculated fields, team and SLA are not available. The agent builder does not show custom-field filters for project tickets; ask your Neo Support Agent to add one.
• Tools: the agent reads and changes the project ticket with the ConnectWise PSA API tool, so give the API member the Project Tickets permissions under Project, with edit access when the agent changes a status or another field (see Creating an API Member). Add Internal Ticket Note and the internal Teams and approval tools work as on a service ticket.

These tools use service-ticket endpoints, so a project-ticket agent does not get them: Update Ticket Fields, Add Time Entry, Add Client-Facing Ticket Note, Send Email to end user, Send SMS, Send Message to Ticket’s Additional Contact, Merge Tickets, Attach File to Ticket, Create TimeZest Scheduling Link, Get Technician Context, Verify Dispatch Decision and Load Intent. To change a status or another field, the agent uses the ConnectWise PSA API tool.

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Replies from unregistered contacts

This page has no setting for replies from senders who are not ConnectWise contacts. That switch is on the trigger: open an agent’s Triggers & Filters tab with a Customer replied condition, and click Configure below the conditions, or ask the Neo Support Agent to change it. It applies to all of your ConnectWise agents and workflows. See What counts as a customer reply on ConnectWise.

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Additional Features