MSP Setup Instructions

MSP Setup Instructions

Security Role Setup

You will need to set up a new security role for this integration. This role will be assigned during the API member creation and should include the following:

• Under “Companies”
  • Update “Company Maintenance” to “all” access for Inquire
  • Update "Configurations" to "all" access for Add, Edit, and Inquire
    • Validate that the "customize" link behind "configurations" is set to allow access to "managed server" and "managed workstation"
  • Update “Manage Attachments” to “all” access for Add and Inquire
• Under “Service Desk”
  • Update “Close Service Tickets” to allow “all” access for Add, Edit and Inquire
  • Update “Service Tickets” to allow “all” access for Add, Edit and Inquire
• Under “System”
  • Update “API Reports” to “all” access for Add, Inquire
  • Update “Table Setup” to “all” access for Add, Inquire
    • Click "Customize" button under "Table Setup" and verify that the service board to be used for the integration is not listed in the right-hand pane titled "Disallow Access to these"
• Under "Time & Expense"
  • Update "Time Entry" to "all" access for Inquire

If using the Agreement Sync option, please also add the following:

• Under "Finance"
  • Update "Agreements" to "all" access for Add, Edit and Inquire
    • Validate that the "customize" link behind "agreements" is set to allow access to any agreement types we would be syncing
• Under "Procurement"
  • Update "Product Catalog" to "all" access for Add, Edit and Inquire.

Information Needed

• ConnectWise Client Login info:
  • Company Name
  • URL
• API member Public Key
• API member Private Key
• Service board to use for transferring and receiving tickets
• A Company Type designated within ConnectWise for customers who will be jointly supported by the MSP and Collabrance

The following information may be entered into the web form located on Info-Zone.com: https://www.info-zone.com/_layouts/InfoZone.Open/cwtocwticketing.aspx 

If any of the information provided here changes over time, please notify Collabrance of the change. Without proper notification, the integration may fail to work appropriately.

If a login is needed, please contact us at integrations@collabrance.com. Please test the connection and click “submit settings.” A Collabrance representative will reach out to you to complete the setup.

In addition, you will need to let the Collabrance representative know what type of integration you would prefer:

• Real-Time Integration: Real-time replication of tickets being worked jointly by Collabrance and the MSP. This sync allows true collaboration to happen between companies and ensures that efforts are not duplicated.
• Closed-Only Replication: Replication of closed tickets from Collabrance into the target system. This allows the MSP to have a complete picture of all the issues being worked for their customers, and gives them the opportunity to provide reporting that encompasses work from both groups.

New Fields and Statuses Added

Once the integration has been requested and the necessary information has been provided, Collabrance will add the following to the target system:

• Custom fields added to Service Ticket Screen (Service Providers may opt out of this addition and instead have the information added to the ticket notes).
  • Collabrance # (used to document Collabrance ticket number)
  • Config Name (used to document the name of the impacted machine)
• Statuses added to the designated service board used for collaboration
  • Send to Collabrance
  • Received from Collabrance
  • Closed by Collabrance

All notes (discussion, internal, resolution) will transfer over to the discussion section on the target system.

Users of the Real-Time Integration will enjoy integrated tickets that allow for a seamless support experience. If a ticket needs to be transferred to Collabrance for support, or back to the Service Provider, all parties can be confident who has responsibility for the ticket at any point in time. 

Users of the Closed-Only Replication will be able to provide reporting to their customers that shows a comprehensive view of all work completed, whether it was done by Collabrance themselves or together. This will allow for better conversations during the Quarterly Business Review.

For troubleshooting and support email integrations@collabrance.com with any questions or concerns.