ConnectWise Tickets - API Permission Requirements

If you're using ConnectWise Manage alongside Lifecycle Manager, you can streamline your workflow by converting action items directly into PSA tickets. This article walks you through the process, ensuring you meet the API security requirements for creating tickets directly from Lifecycle Manager.

Creating PSA tickets from within Lifecycle Manager enhances efficiency by maintaining a centralized workflow for managing client tasks. This saves time and ensures all action items are tracked and managed within the same system.

Prerequisites

Ensure you have set up your ConnectWise Manage (CW Manage) integration and entered the necessary API keys into Lifecycle Manager. This article only focuses on the permission requirements needed for Lifecycle Manager to access and create tickets in CW Manage. For the complete integration setup, refer to the ConnectWise Manage Integration Instructions article.

Step-by-Step Guide to Setting Permissions

  1. Log into ConnectWise Manage
    1. First, log in to CW Manage using an account with administrative privileges.
  2. Access Security Roles
    1. In the left navigation pane, click on System.
    2. Choose Security Roles.
  3. Modify the Security Role for the API Member
    1. Locate the security role associated with the API member used for Lifecycle Manager.
    2. Click on the security role name to open the Security Modules page.
  4. Adjust Permissions in the Companies Module
    1. Click the down arrow next to Companies to expand the section.
    2. Change the Inquire Level permissions to All for Company Maintenance.
      CW_Manage_comp_maint_permissions.png
  5. Adjust Permissions in the Service Desk Module
    1. Expand the Service Desk module.
    2. For Service Tickets:
      1. Set Add, Edit, and Inquire Level permissions to All.
        CW_Manage_service_desk_permissions.png
  6. Adjust Permissions in the System Module
    1. Expand the System module.
    2. Locate Table Setup:
      1. Ensure the Inquire Level is set to All.
    3. Click the customize link in the Table Setup row.
    4. Move Service / Service Board into the Allow Access to these section.
      CW_Manage_system_permissions.png
  7. Save Your Changes
    1. Click Save.
    2. Click the Save icon at the top of the page.

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