> For the complete documentation index, see [llms.txt](https://docs.ilert.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ilert.com/integrations/inbound-integrations/connectwisepsa.md).

# Connectwise PSA Integration

Integrating [ConnectWise PSA](https://www.connectwise.com/platform/psa) with ilert enables automated alert creation in ilert based on ticket updates in ConnectWise. This helps reduce mean time to resolution (MTTR) by providing real-time alerting and escalation from your service management tool.

## In ilert: create an ConnectWise PSA alert source

1. In ilert, go to **Alert sources → Alert sources** and click **Create new alert source**.

   <figure><img src="/files/rmL9OoRxcWnDwcJZQm4Y" alt=""><figcaption></figcaption></figure>
2. Search for **ConnectWise PSA** in the search field, click the ConnectWise PSA tile, and then **Next**.

   <figure><img src="/files/1WoRRYB5U40PbeMJ7Hit" alt=""><figcaption></figcaption></figure>
3. Give your alert source a name, optionally assign teams, and click **Next**.
4. Select an **escalation policy** by creating a new one or assigning an existing one.

   <figure><img src="/files/y4Bakf2apGhBN56U8ZPR" alt=""><figcaption></figcaption></figure>
5. Select your [Alert grouping](/alerting/configure-alerting/alert-sources.md#alert-grouping) preference and click **Continue setup**. You may click **Do not group alerts** for now and change it later.

   <figure><img src="/files/nTlB0ZCIW1SP3dj6P9nO" alt=""><figcaption></figcaption></figure>
6. The next page shows additional settings, such as customer alert templates or notification priority. Click **Finish setup** for now.
7. On the final page, an API key and/or webhook URL will be generated. You will need it later.

<figure><img src="/files/kcV2EOJJwfIZNH1Db8kK" alt=""><figcaption></figcaption></figure>

## Prerequisites

* A registered ConnectWise application with a client ID. You can obtain one here: <https://developer.connectwise.com/ClientID>

## In ConnectWise PSA: Create an API key

1. In the ConnectWise PSA sidebar, navigate to **Members**.

<figure><img src="/files/6k5RDrsNCJtqBqfqzjwD" alt=""><figcaption></figcaption></figure>

2. Click on the **API Keys** tab.

<figure><img src="/files/4SxhS9tiCO1OIvOcOuHQ" alt=""><figcaption></figcaption></figure>

3. Click on the **+** icon to create a new API key.

<figure><img src="/files/sV5zHTtDf1WLmJKHunQf" alt=""><figcaption></figcaption></figure>

4. Enter a description in the **Description** field and click **Save**.

<figure><img src="/files/8ijW1Jq5WaJ8q6HCXQ2V" alt=""><figcaption></figcaption></figure>

5. Copy the **Public Key** and **Private Key** for use in the next step.

<figure><img src="/files/0h49dfnchvZ177x1FyxC" alt=""><figcaption></figcaption></figure>

## In ConnectWise PSA: Create a callback

1. Use the following `curl` command to create a callback via the ConnectWise REST API:

```bash
curl -X POST "<API-BASE-URL>/v4_6_release/apis/3.0/system/callbacks" \
  -u "logincompany+publickey:privatekey" \
  -H "clientId: <clientId>" \
  -H "Content-Type: application/json" \
  -d '{
        "description": "ilert Callback",
        "url": "<INTEGRATION-URL>",
        "type": "ticket",
        "objectId": 1,
        "level": "owner",
        "inactiveFlag": false
      }'
```

Replace the following placeholders:

* `<API-BASE-URL>`: use one of the following depending on your region:
  * `https://api-au.myconnectwise.net`
  * `https://api-eu.myconnectwise.net`
  * `https://api-staging.connectwisedev.com`
  * `https://api-na.myconnectwise.net`
* `logincompany`: your ConnectWise company login name
* `publickey`: your ConnectWise API public key
* `privatekey`: your ConnectWise API private key
* `<clientId>`: your application's registered client ID
* `<INTEGRATION-URL>`: the ilert alert source URL

2. After running the command, the callback should appear under **Members → API Callbacks** in the ConnectWise PSA interface.

<figure><img src="/files/ttiluiOi5xP7n8FlHTWc" alt=""><figcaption></figcaption></figure>

## FAQ

#### **Will alerts in ilert be resolved automatically?**

Yes, as soon as a ConnectWise callback sends a ticket event with `closedFlag` value set to `true`, corresponding alert in ilert will be resolved.

#### **What permissions are required in ConnectWise?**

The API user must have permissions to create callbacks and access tickets.

#### **Can I test the integration?**

Yes. Create a test ticket in ConnectWise and verify that an alert appears in ilert.


---

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