This article covers how to manage and adjust your ConnectWise Manage sync settings. These settings control how configurations, tickets, and contracts are synced into Lifecycle Manager.

Navigating to ConnectWise Manage Sync Settings

1. In the upper right of Lifecycle Manager, hover over the Settings icon.
2. Click Integrations.
3. From the integrations list, click ConnectWise Manage.
   

Manage Sync

This section provides the status of your most recent sync with ConnectWise Manage, and is where you can update your credentials.

Edit credentials

Click Edit credentials to update the server domain name, Company ID, Public Key, or Private key associated with your ConnectWise Manage integration.


After entering your updated credentials, click Connect now to sync with ConnectWise Manage and save any changes made in the Update your credentials section.

Sync Status

Displays the result of the most recent sync attempt.

Name

Optionally enter a nickname to help identify the integration. This is useful if you manage multiple ConnectWise Manage instances.

Sync Data

This section defines what data is included in the sync and which ConnectWise Manage fields Lifecycle Manager can write to.

Preferences

• Enable or disable Two-Way Sync by selecting the checkbox beside each field.
  Two-Way Sync allows Lifecycle Manager to write Purchase date and Warranty expiration date values retrieved through warranty lookups back to ConnectWise Manage.
  
   
• Select Sync assets without serial numbers to sync configurations even if they don't have serial numbers associated with them in ConnectWise Manage.
  Assets without serial numbers won't support warranty lookups, but can still be included in reporting.
  

Configuration Status

Select the ConnectWise Manage configuration statuses assigned to assets that you want included in your sync. Any assets with a status that doesn't match your selection here won't be synced into Lifecycle Manager.

Company type

Choose the company types whose assets should be included in the sync. Assets associated with companies that don't match the types selected here won't be synced.

Company status

Select the status of companies in ConnectWise Manage that you want to include in the sync.

Configure Fields

This section of the sync settings page is where you can map your ticket, contract and hardware types coming from ConnectWise Manage to appropriate Lifecycle Manager types.

Mapping ticket types

Ticket data from ConnectWise Manage can be synced with Lifecycle Manager. This is used to create PSA tickets from action items, and for Analytics features. 
Tickets require specific permissions from ConnectWise Manage in order to sync.

See Integrating with ConnectWise Manage for specific permissions required to sync tickets.

Ticket Statuses

After your first sync, ticket statuses will be visible in the Tickets section. Map each of Your ticket statuses (left column) to a ScalePad ticket status using the dropdown menu on the right.

Ticket Categories

Assign a ScalePad category level to the Ticket Type, Subtype, and Item fields from ConnectWise Manage.

Depending on how you use types, subtypes and items in ConnectWise Manage, you can assign them to Level 1, Level 2 or Level 3 categories. Category options become more specific at higher levels:

• Level 1 category: General tickets 
  Example: Incident resolution
• Level 2 category: More specific than Level 1
  Example: Network incident
• Level 3 category: The most specific ticket types
  Example: Firewall incident

The level you choose for each field determines which ScalePad options you can map its values to.

Once a category level has been selected for your types, subtypes and items, choose a ScalePad category for each using the dropdown menu on the right.

Mapping Contract types

Lifecycle Manager imports contract data from ConnectWise Manage. Specific permissions are required to sync in your contract data.

See Integrating with ConnectWise Manage for further info on setting up permissions to sync contracts.

Because contract types vary by partner, each CWM contract type section needs to be assigned a ScalePad contract type so reporting is consistent.

Mapping Hardware types

The final area in the configure fields section of your ConnectWise Manage Sync settings page is where you can map your Configuration types from ConnectWise Manage to ScalePad Hardware types.

For each of the items under Your configuration types, select a ScalePad hardware type from the dropdown menu on the right.
For example, map Desktop and Laptop configurations to Workstation. Those configuration types will appear as workstations in Lifecycle Manager.


To exclude a configuration type from syncing, select Don't Sync from the dropdown.

After making any changes to the sync settings page, click Save and sync now to start a fresh sync with your new settings.