SIRIS, ALTO, and NAS: How Do I Integrate ConnectWise Manage 2.0 with My Datto Device?

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Question

How do I integrate ConnectWise Manage 2.0 with my Datto device?

Environment

  • ConnectWise Manage 2.0
  • Datto ALTO
  • Datto SIRIS
  • Datto NAS

Answer

This article explains how to configure and use the Datto / ConnectWise Manage 2.0 Integration. The Integration lets the Datto device create tickets, configurations, and agreements in your ConnectWise managed environment.

Figure 1: The ConnectWise 2.0 configuration page (click to enlarge)

Prerequisites

Before starting, ensure that your setup meets the following criteria:

  • You are running ConnectWise version 2017.6 or later.
  • You have access to add and edit API Members within ConnectWise.
  • You have access to the setup tables (for example, connection type).

Device Alert Setup

Alert functionality

When your Datto device creates an alert, Datto's ConnectWise integration immediately opens a service ticket on your ConnectWise service board. You will see mention of Device alerts and Agent alerts during the setup process on the Partner Portal, below.

Setting the alert email address

For a device or agent alert to create a ticket, you must first set an email address for that type of alert. Filling in the email address field enables alert messaging on the Datto device, and tells it where to send alert emails.

Datto does not currently support screenshot alert ticket creation via the ConnectWise integration. You may be able to get alerts using an email parser that automatically creates tickets for each email it receives. Datto does not support this procedure.  To learn how to set up an email parser, log into ConnectWise University and read this article (external link).

API Member Setup

Unlike the previous Datto / ConnectWise Manage integration, you do not need to configure the integrator table within ConnectWise. Instead, you will create a new API Member. Once set, Datto will authenticate with ConnectWise via Public & Private API Member Keys.

Setting up the new API

1. Within ConnectWise, access the API Members section by clicking System → Members and then selecting the API Members tab.

2. Click the + icon to add a new API member.

3. Select the API license class.

4. Select the Admin System Role ID.

5. Complete the rest of the required fields.

6. Click the Save icon to create the member. Several new tabs will then appear at the top of the page.

Figure 2: Setting up the new API, steps 1-6 (click to enlarge)

7. Select the API Keys tab

8. Click the + icon to create a new API key.

When prompted, add a description for the API key and click Save. ConnectWise will automatically generate a public and private key. Take note of the private key, as it will only display upon creation.

When configuring an API key and selecting Save for the first time, you will see a message stating this is the new integration, not the legacy ConnectWise Integration.

Screen_Shot_2017-10-11_at_9.18.30_AM.pngFigure 3: Setting up the API in ConnectWise (click to enlarge)

Navigating to the ConnectWise 2.0 Integrations Management Page

1. In the Partner Portal, click Admin, then choose Integrations from the drop-down menu.

Figure 4: The Partner Portal (click to enlarge)

2. Select ConnectWise from the menu bar. Enter your credentials when prompted. Host and Company Name are the same as your ConnectWise credentials. The API Member public key and API Member private key generated during the API Member step above. Once confirmed, click Authenticate.

Figure 5: The ConnectWise authentication page (click to enlarge)

ConnectWise 2.0 Setup Options

Header options

Figure 6: The ConnectWise 2.0 header (click to enlarge)

In the header, select ConnectWise as the integration type. You can also choose to enable or disable integration on a global level.

Making a configuration type

Now you can make a configuration type specifically for Datto devices. If no configuration types exist during first time setup, Datto will create one for you.

1. Open the setup tables by clicking System > Setup Tables.

2. Search for Configuration, then select the Configuration Types (not Configuration Status) table. 

3. Name the configuration type whatever you’d like. Take note of the name as you will use it again later in the setup process.

4. Under Configuration Type, choose the configuration type that is set up specifically for your Datto devices.

Figure 7: Configuration type (click to enlarge)

Set Default Values

This section lets you specify default values for each device reporting to your integration. When you are finished configuring default values, click Save Settings to save.

Figure 8: Set Default Values (click to enlarge)

Service Board
Choose what service board receives alert-generated tickets from the Datto device.

Ticket Status
Choose the default status for new tickets.

Service Type
Choose the default service type.

Service SubType
Choose the default service subtype.

Datto Device Alerts
Choose whether global device alerts generate an email, a service ticket from the selected service board, or both. For redundancy, Datto strongly recommends configuring your integration to receive both email and ConnectWise alerts.

Datto Agent Alerts
Choose whether alerts from individual agents on the Datto device generate an email, a service ticket from the selected service board, or both. For redundancy, Datto strongly recommends configuring your integration to receive both email and ConnectWise alerts.

Manage Device Settings

This section displays information about the Datto devices in the fleet, including device names, serial numbers, models, settings, company names, and integration status. After you’ve selected default values, you can begin associating your Datto Devices with ConnectWise Companies and update any settings specific to the device.

Figure 9: Manage device settings (click to enlarge)

  • Within the Manage Device Settings table, click Edit for the desired device.

Figure 10: Edit device (click to enlarge)

  • Search for and select a ConnectWise company you would like to associate with the device. Then select a contact within that company.
  • If you’d like to use the default values you have just configured, click Save Settings to submit the modal.
  • To change any settings for this device only, uncheck Use Default Device Settings and make any desired updates.
  • Agreement. ConnectWise will now auto-associate an AgreementID to a ConfigurationID. You will see a new Agreement drop-down in Device Settings which lets you choose an agreement based on the company. This setting lets you specify and track agreements for each configuration.

Once the device is associated with a company, you can enable the integration for that device. Click the Integration Enabled toggle for the device to enable the device through the ConnectWise Integration.

If you have any problems or questions, contact Datto Technical Support.


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