Skip to content
BackupSentinel
Start free trial
Documentation menu

ConnectWise PSA setup

Create the API member, connect it, map companies. Coming soon.

Last updated

Connect ConnectWise PSA (formerly ConnectWise Manage) so BackupSentinel incidents open, update and close service tickets. How tickets behave is described in PSA ticketing.

Before you start

You need a ConnectWise PSA administrator, and BackupSentinel's Growth or Pro plan (or the free trial).

1. Create an API member in ConnectWise PSA

  1. Security role. Open System → Security Roles and create a role for BackupSentinel (don't use Admin). Grant:
    • Service Desk › Service Tickets: Inquire, Add, Edit
    • Service Desk › Close Service Tickets: allowed
    • Companies › Company Maintenance: Inquire
    • System › Table Setup: Inquire (to list boards, statuses, types and priorities)
  2. API member. Open System → Members → API Members and choose New:
    • Set Role ID to that role.
    • Set Level to Corporate, so no board is hidden.
    • Choose a default location and department, then save.
  3. Keys. On the API member's API Keys tab, choose New. Copy the public key and the private key: the private key is shown only once.
  4. Board team. The service board you will use needs at least one team.

2. Connect it in BackupSentinel

In Settings → Integrations → PSA ticketing → ConnectWise PSA, enter:

  • Site: na.myconnectwise.net, eu.myconnectwise.net, au.myconnectwise.net, or your own server's address.
  • Company ID: the company you sign in with.
  • Public key and private key: from step 1.

Choose Connect and test. BackupSentinel finds your API address and version from your site and checks the keys.

3. Map and switch on

  • Service board first. Then its type, subtype, item, status for new tickets, status when the backup recovers (a closed status of the board) and status when an incident is reopened.
  • Priorities: one for failures and missing backups, one for warnings.

Then map clients to ConnectWise companies and switch on, as in PSA ticketing.

Good to know

  • Ticket summaries are limited to 100 characters by ConnectWise, so long client and job names are shortened. The incident reference (BS-…) is always kept, and BackupSentinel uses it to find its own ticket on a retry.
  • Notes are added as internal analysis unless you turn Keep notes internal off; then they go to the ticket's discussion.