The following guide will show you how to set up an API user in your ConnectWise PSA (formerly "Manage") account.
Create Security Role
Before creating an API user, we need to create a security role with the minimal permissions required for the integration.
Connect to your ConnectWise PSA account and go to System > Security Roles
Click on the + sign and add a new security role and give it an informative name.
Click on the newly created security role in the list and configure the following permissions in the table:
Under “Companies”, set “Company Maintenance” inquiry level to “All”
Under “Service Desk”, set “Close Service Tickets” add, edit and inquiry levels to “All”
Under “Service Desk”, set “Service Tickets” add, edit and inquiry levels to “All”
Under “System”, set “Table Setup” inquiry level to “All”
Click on “Customize” near the “Table Setup” permission and disallow all except the following 4:
Company / Company Status
Service / Priority
Service / Service Board
Time / Work Type
Save the security role by pressing the save icon
Create API User
Now, we need to create a user that will be used by Guardz.
The user will have the security role we defined in the previous step.
In ConnectWise PSA, go to System > Members
Go to the “API Members” tab and click on the + sign to add a new API user
Under System > Role ID, select the security role you created in the previous step
Under Service Defaults > Service Board, select the boards you wish to restrict Guardz from accessing (it’s best to restrict all the boards, except the ones you wish to use for the integration)
Fill in the rest of the details as you wish and save the user
In the newly created user page, click on the API Keys tab and add a new key using the + sign
Give the new key an informative description and save it. Once saved you will be shown the public and private keys of the API key. Save and do not share them, they should be used only when creating the integration in Guardz.
Create the Integration in Guardz
Once we have the API user, we are ready to create the integration in Guardz.
Log in to your admin account in Guardz application, click on your user icon at the bottom-left, and select PSA Integration
Select ConnectWise PSA in the integrations list
Use your company ID (the same one you use to connect to your ConnectWise PSA account) and the public and private keys of the user we created in the previous step
Remember to select the correct region in which you have the ConnectWise PSA account, if you’re not sure, check which prefix your ConnectWise PSA URL has:
na - North America
eu - Europe
aus - Australia
za - South Africa
staging - Staging (ConnectWise PSA development environment)
On Premise (custom address)
Follow the other steps to create the integration and once it's active, Guardz issues will begin to generate tickets in ConnectWise PSA (according to how the integration was configured).
Important Note: In order to validate the integration, an API request to check the company's status with ConnectWise is run. If you receive an error, this could indicate that you are not using the correct credentials for your ConnectWise instance.
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