connectwise-integration-setup.md

ConnectWise PSA integration

{% hint style="info" %} Note that ConnectWise PSA was previously known as ConnectWise Manage.

If you’re new to integrations in Rewst, read through our introductory integration documentation here. {% endhint %}

What does the ConnectWise PSA integration do?

Our ConnectWise PSA integration enables the automation of PSA tasks. Use the ConnectWise PSA API within Rewst workflows to perform actions such as managing agreements, contacts, and tickets.

Why use the ConnectWise PSA integration?

Here’s just a taste of what you can automate with relevant Crates, after you've set up your ConnectWise PSA integration:

• Add your child organizations, also known as customers, to Rewst.
• User onboarding and offboarding
• Categorize tickets using OpenAI

Integration prerequisites

Rewst has a number of tasks that can be performed using the ConnectWise API, all of which require different permissions. You can review the ConnectWise PSA Security Roles Matrix for more information.

{% hint style="info" %} You'll need an active ConnectWise Developer account to access the above URL. {% endhint %}

Set up the ConnectWise PSA integration

Setup steps in ConnectWise

1. Create a security role in ConnectWise PSA

   1. Navigate to System > Security Roles.

   2. Click + in the top left of your screen.
      

      

   3. Name the security Role Rewst API.

   4. Click save.

   5. Set your permissions as per the #permission-requirements-for-connectwise-psa-integration section of this document.

2. Create an API account.
   1. This can be done by following ConnectWise's own instructions.
   2. Note that you'll need to be signed in to ConnectWise PSA to view the documentation.
3. Create an API member.

   1. Navigate to System > Members > API Members.

   2. Click + to create a new API member.
      

      

   3. Enter a Member ID and Member Name. We suggest naming each of these Rewst.

   4. Select Rewst API as your Role ID.

   5. Select your highest Level, such as Corporate (Level 1).

   6. Select a Location, Department, Name, and Default Territory, as per your company guidelines.

   7. Click Save.

   8. Click on the Rewst API member.

   9. Click API Keys +.

   10. Add a new API Key.

   11. Add Rewst API as the Description.

   12. Click Save.

   13. Copy and save the public and private key in a secure location. You'll need these to move on to the rest of the setup steps in Rewst.

Creating an API Member in ConnectWise PSA

Public and Private Key

Set up steps in Rewst

1. Navigate to Marketplace > Integrations in the left side menu of your Rewst platform.
2. In the integrations page, search for ConnectWise PSA.
   
   
3. Click on the integration tile to launch the configuration setup page.
4. In the Configuration form, enter the following into the relevant fields:
   1. The copied API Member ID
   2. The company ID used when logging into ConnectWise PSA
   3. The Hostname for ConnectWise PSA
   4. The private and public API key.
      1. Optionally, change the company query conditions to filter what companies are returned by the API.
   5. Add your own client ID - this is optional, but recommended. Instructions for how to find the client ID can be found here.
5. Click Save Configuration.
6. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

{% hint style="warning" %} Other configurations

Once the integration has been configured within Rewst, we can use the Rewst Crate: Configure Organization Variables to configure your own custom settings and how Rewst should interact with ConnectWise PSA. Our Guide for that Crate can be found here: Configure Organization Variables

Note that this form asks for information about your RMM / M365 settings as well. While this form can be completed again separately, we recommend that you also set up the integration for Microsoft Graph and your RMM at this same time. {% endhint %}

Test the ConnectWise PSA integration

1. Navigate to Automations > Workflows in the left side menu of your Rewst platform.

2. Click Create Workflow.

3. Enter CW Test Workflow as the name for your workflow.

4. Click Submit.
   
   

   

5. Click to expand the ConnectWise PSA accordion menu and open the list of available actions.
   
   

   

6. Scroll within the section to find the List Companies action and drag it to your canvas.

7. Click Test in the top right corner of the screen.
   

   

8. You'll be prompted to select a trigger context organization.

9. Click Test at the bottom right corner of the dialog.

10. Allow the workflow to run. Click View Results.

11. Click connect_wise_psa_list_companies.

12. Expand any list under Results to see part of your list of companies.

Triggers for ConnectWise PSA integration

Table of triggers

Trigger type name	Type	Description
Activity Record Saved	Webhook	Receive notifications when an Activity record is saved in ConnectWise PSA
Agreement Record Saved	Webhook	Receive notifications when an Agreement record is saved in ConnectWise PSA
Company Record Saved	Webhook	Receive notifications when a Company record is saved in ConnectWise PSA
Configuration Record Saved	Webhook	Receive notifications when a Configuration record is saved in ConnectWise PSA
Contact Record Saved	Webhook	Receive notifications when a Contact record is saved in ConnectWise PSA
Expense Record Saved	Webhook	Receive notifications when an Expense record is saved in ConnectWise PSA
Invoice Record Saved	Webhook	Receive notifications when an Invoice record is saved in ConnectWise PSA
Opportunity Record Saved	Webhook	Receive notifications when an Opportunity record is saved in ConnectWise PSA
Product Catalog Record Saved	Webhook	Receive notifications when a Product Catalog record is saved in ConnectWise PSA
Project Record Saved	Webhook	Receive notifications when a Project record is saved in ConnectWise PSA
Purchase Order Record Saved	Webhook	Receive notifications when a Purchase Order record is saved in ConnectWise PSA
Schedule Entry Record Saved	Webhook	Receive notifications when a Schedule Entry record is saved in ConnectWise PSA
Ticket Record Saved	Webhook	Receive notifications when a Ticket record is saved in ConnectWise PSA
Time Entry Record Saved	Webhook	Receive notifications when a Time Entry record is saved in ConnectWise PSA

Actions and endpoints

Click to expand the below table and view all related ConnectWise PSA actions and endpoints.

Actions table for ConnectWise PSA

Category	Action	Notes
Activities	List Sales Activities
Activities	Create Sales Activity
Activities	Get Sales Activity
Activities	Delete Sales Activity
Activities	Replace Sales Activity
Activities	Update Sales Activity
Address Formats	List Company Address Formats
Address Formats	Create Company Address Format
Address Formats	Get Company Address Format
Address Formats	Delete Company Address Format
Address Formats	Replace Company Address Format
Address Formats	Update Company Address Format
Agreement Additions	List Agreement Additions
Agreement Additions	Create Agreement Addition
Agreement Additions	Get Agreement Addition
Agreement Additions	Delete Agreement Additions
Agreement Additions	Replace Agreement Additions
Agreement Additions	Update Agreement Additions
Agreement Adjustments	List Agreement Adjustments
Agreement Adjustments	Create Agreement Adjustment
Agreement Adjustments	Get Agreement Adjustments
Agreement Adjustments	Delete Agreement Adjustments
Agreement Adjustments	Replace Agreement Adjustments
Agreement Adjustments	Update Agreement Adjustments
Agreement Types	List Agreement Types
Agreement Types	Create Agreement Type
Agreement Types	Get Agreement Type
Agreement Types	Delete Agreement Type
Agreement Types	Replace Agreement Types
Agreement Types	Update Agreement Types
Agreements	List Agreements
Agreements	Create Agreement
Agreements	Get Agreement
Agreements	Delete Agreement
Agreements	Replace Agreement
Agreements	Update Agreement
Agreements	List Agreements Configurations
Agreements	Create Agreement Configurations
Agreements	Get Agreement Configuration
Agreements	Delete Agreement Configuration
Audit Trail	Get Audit Trail
Billing Cycles	List Finance Billing Cycles
Billing Cycles	Create Finance Billing Cycle
Billing Cycles	Get Finance Billing Cycle
Billing Cycles	Delete Finance Billing Cycle
Billing Cycles	Replace Finance Billing Cycle
Billing Cycles	Update Finance Billing Cycle
Billing Terms	List Finance Billing Terms
Billing Terms	Create Finance Billing Term
Billing Terms	Get Finance Billing Term
Billing Terms	Delete Finance Billing Term
Billing Terms	Replace Finance Billing Term
Billing Terms	Update Finance Billing Term
Boards	List Service Boards
Boards	Create Service Board
Boards	Get Service Board
Boards	Delete Service Board
Boards	Replace Service Board
Boards	Update Service Board
Boards	Copy Service Board
Boards	List Service Board Statuses
Boards	List Service Board Types
Boards	List Service Board Subtypes
Boards	List Service Board Items
Calendars	List Calendars
Calendars	Create Calendar
Calendars	Get Calendar
Calendars	Update Calendar
Calendars	Replace Calendar
Calendars	Delete Calendar
Calendars	Copy Calendar
Callbacks	List Callbacks
Callbacks	Delete Callback
Campaign Audits	List Campaign Audits
Campaign Audits	Create Campaign Audit
Campaign Audits	Get Campaign Audit
Campaign Audits	Delete Campaign Audits
Campaign Audits	Replace Campaign Audits
Campaign Audits	Update Campaign Audits
Campaign Emails Opened	List Marketing Campaign Emails Opened
Campaign Emails Opened	Create Marketing Campaign Emails Opened
Campaign Emails Opened	Get Marketing Campaign Emails Opened
Campaign Emails Opened	Delete Marketing Campaign Emails Opened
Campaign Emails Opened	Replace Marketing Campaign Emails Opened
Campaign Emails Opened	Update Marketing Campaign Emails Opened
Campaign Forms Submitted	List Campaign Forms Submitted
Campaign Forms Submitted	Create Campaign Forms Submitted
Campaign Forms Submitted	Get Campaign Forms Submitted
Campaign Forms Submitted	Delete Campaign Forms Submitted
Campaign Forms Submitted	Replace Campaign Forms Submitted
Campaign Forms Submitted	Update Campaign Forms Submitted
Campaign Links Clicked	List Campaign Links Clicked
Campaign Links Clicked	Create Campaign Links Clicked
Campaign Links Clicked	Get Campaign Links Clicked
Campaign Links Clicked	Delete Campaign Links Clicked
Campaign Links Clicked	Replace Campaign Links Clicked
Campaign Links Clicked	Update Campaign Links Clicked
Campaigns	List Marketing Campaigns
Campaigns	Create Marketing Campaign
Campaigns	Get Marketing Campaign
Campaigns	Delete Marketing Campaign
Campaigns	Replace Marketing Campaign
Campaigns	Update Marketing Campaign
Campaigns	List Campaign Activities
Campaigns	List Campaign Opportunities
Campaigns	Get Campaign Count
Classifications	List Expense Classifications
Classifications	Get Expense Classification
Communication Types	List Communication Types
Communication Types	Create Communication Type
Communication Types	Get Communication Type
Communication Types	Delete Communication Type
Communication Types	Replace Communication Type
Communication Types	Update Company Communication Type
Companies	List Companies
Companies	Create Company
Companies	Get Company
Companies	Delete Company
Companies	Replace Company
Companies	Update Company	Australian post codes, which are only 4 digits, will fail if passed as a string. Convert the post code to an integer before sending, or left-pad the postcode to 5 digits. For example, { "%05d"|format(CTX.user_attributes.data.zip|d|int) }}
Company Custom Notes	List Custom Status Notes
Company Custom Notes	Create Custom Status Note
Company Custom Notes	Get Custom Status Note
Company Custom Notes	Delete Custom Status Note
Company Custom Notes	Replace Custom Status Note
Company Custom Notes	Update Custom Status Note
Company Finances	Replace Company Finance Information
Company Finances	List Company Finances
Company Finances	Get Company Finance
Company Finances	Update Company Finance Information
Company Sites	List Sites
Company Sites	Get Site
Company Statuses	List Statuses
Company Statuses	Create Status
Company Statuses	Get Status
Company Statuses	Delete Status
Company Statuses	Replace Status
Company Statuses	Update Status
Company Types	List Company Types
Company Types	Create Company Type
Company Types	Get Company Type
Company Types	Delete Company Type
Company Types	Replace Company Type
Company Types	Update Company Type
Configuration Types	List Configurations Types
Configuration Types	Create Configurations Type
Configuration Types	Get Configurations Type
Configuration Types	Delete Configurations Type
Configuration Types	Replace Configurations Type
Configuration Types	Update Configurations Type
Configurations	List Configurations
Configurations	Create Configuration
Configurations	Get Configuration
Configurations	Delete Configuration
Configurations	Replace Configuration
Configurations	Update Configuration
Contact Groups	List Contact Groups
Contact Groups	Create Contact Group
Contact Groups	Get Contact Group
Contact Groups	Delete Contact Group
Contact Groups	Replace Contact Group
Contact Groups	Update Contact Group
Contacts	List Contacts
Contacts	Create Contact
Contacts	Get Contact
Contacts	Delete Contact
Contacts	Replace Contact
Contacts	Update Contact
Contacts	Get Contact Image
Contacts	Get Contact Portal Security
Contacts	Get Default Contact
Contacts	Create Password Request for Contact
Contacts	Validate Portal Credentials for Contact
Contacts	Get Contact Communications
Cwm Confirmations	Create Pod Confirmation
Documents	List Documents
Documents	Get Document
Documents	Delete Document
Documents	Download Document
Documents	Get Document Thumbnail
Expense Entries	List Expense Entries
Expense Entries	Create Expense Entry
Expense Entries	Get Expense Entry
Expense Entries	Delete Expense Entry
Expense Entries	Replace Expense Entry
Expense Entries	Update Expense Entry
Expense Reports	List Expense Reports
Expense Reports	Get Expense Report
Expense Reports	Reverse Expense Report
Expense Reports	Submit Expense Report
Generic Request	CW PSA API Request
Holidays	List Holiday List's Holidays
Holidays	Create Holiday List's Holiday
Holidays	Get Holiday List's Holiday
Holidays	Delete Holiday List's Holiday
Holidays	Replace Holiday List's Holiday
Holidays	Update Holiday List's Holiday
In Out Boards	List In Out Boards
In Out Boards	Create In Out Board
In Out Boards	Get In Out Board
In Out Boards	Delete In Out Board
In Out Boards	Replace In Out Board
In Out Boards	Update In Out Board
Invoices	List Finance Invoices
Invoices	Create Invoice
Invoices	Get Invoice
Invoices	Delete Invoice
Invoices	Replace Invoice
Invoices	Update Invoice
Invoices	Get Invoice PDF
Knowledge Base Articles	List Service Knowledge Base Articles
Knowledge Base Articles	Create Service Knowledge Base Article
Knowledge Base Articles	Get Service Knowledge Base Article
Knowledge Base Articles	Delete Service Knowledge Base Article
Knowledge Base Articles	Replace Service Knowledge Base Article
Knowledge Base Articles	Update Service Knowledge Base Article
Knowledge Base Categories	List Service Knowledge Base Categories
Knowledge Base Categories	Create Service Knowledge Base Category
Knowledge Base Categories	Get Service Knowledge Base Category
Knowledge Base Categories	Delete Service Knowledge Base Category
Knowledge Base Categories	Replace Service Knowledge Base Category
Knowledge Base Categories	Update Service Knowledge Base Category
Knowledge Base Sub Categories	List Service Knowledge Base Sub Categories
Knowledge Base Sub Categories	Create Service Knowledge Base Sub Category
Knowledge Base Sub Categories	Get Service Knowledge Base Sub Category
Knowledge Base Sub Categories	Delete Service Knowledge Base Sub Category
Knowledge Base Sub Categories	Replace Service Knowledge Base Sub Category
Knowledge Base Sub Categories	Update Service Knowledge Base Sub Category
Member Skills	List Members Skills
Member Skills	Create Members Skill
Member Skills	Get Members Skill
Member Skills	Delete Members Skill
Member Skills	Replace Members Skill
Member Skills	Update Members Skill
Members	List Members
Members	Create Member
Members	Get Member
Members	Replace Member
Members	Update Member
Members	Deactivate Member
Members	Link SSO User to Member
Members	Submit Member
Members	Unlink SSO User from Member
Members	Delete Member's Unused Time Sheets
Members	Create Member Identifier Token
Opportunities	List Opportunities
Opportunities	Create Opportunity
Opportunities	Get Opportunity Count
Opportunities	Get Opportunity
Opportunities	Delete Opportunity
Opportunities	Replace Opportunity
Opportunities	Update Opportunity
Opportunities	Convert Opportunity To Agreement
Opportunities	Convert Opportunity To Project
Opportunities	Convert Opportunity To Sales Order
Opportunities	Convert Opportunity To Service Ticket
Opportunity Forecasts	List Opportunity's Sales Forecasts
Opportunity Forecasts	Create Forecast for Sales Opportunity
Opportunity Forecasts	Delete Opportunity's Sales Forecast
Opportunity Forecasts	Replace Opportunity's Sales Forecast
Opportunity Forecasts	Update Opportunity's Sales Forecast
Opportunity Forecasts	Copy Opportunity's Sales Forecast
Opportunity Statuses	List Sales Opportunities Statuses
Opportunity Statuses	Create Sales Opportunities Status
Opportunity Statuses	Get Sales Opportunities Status
Opportunity Statuses	Delete Sales Opportunities Status
Opportunity Statuses	Replace Sales Opportunities Status
Opportunity Statuses	Update Sales Opportunities Status
Priorities	List Service Priorities
Priorities	Create Service Priority
Priorities	Get Service Priority
Priorities	Delete Service Priority
Priorities	Replace Service Priority
Priorities	Update Service Priority
Priorities	Get Service Priority Image
Procurement Adjustments	List Procurement Adjustments
Procurement Adjustments	Create Procurement Adjustment
Procurement Adjustments	Get Procurement Adjustment
Procurement Adjustments	Delete Procurement Adjustment
Procurement Adjustments	Replace Procurement Adjustment
Procurement Adjustments	Update Procurement Adjustment
Product Types	List Procurement Types
Product Types	Create Procurement Type
Product Types	Get Procurement Type
Product Types	Delete Procurement Type
Product Types	Replace Procurement Type
Product Types	Update Procurement Type
Products	List Products
Products	Create Product
Products	Get Product
Products	Delete Product
Products	Replace Product
Products	Update Product
Products	Detach Product
Project Notes	List Project Notes
Project Notes	Create Project Note
Project Notes	Get Project Note
Project Notes	Delete Project Note
Project Notes	Replace Project Note
Project Notes	Update Project Note
Project Phases	List Project Phases
Project Phases	Create Project Phase
Project Phases	Get Project Phase
Project Phases	Delete Project Phase
Project Phases	Replace Project Phase
Project Phases	Update Project Phase
Project Statuses	List Project Statuses
Project Statuses	Create Project Status
Project Statuses	Get Project Status
Project Statuses	Delete Project Status
Project Statuses	Replace Project Status
Project Statuses	Update Project Status
Project Ticket Notes	Mark Project Ticket Note As
Project Ticket Notes	List Project Tickets All Notes
Project Tickets	List Project Tickets
Project Tickets	Create Project Ticket
Project Tickets	Get Project Ticket
Project Tickets	Delete Project Ticket
Project Tickets	Replace Project Ticket
Project Tickets	Update Project Ticket
Project Tickets	List Project Tickets Activities
Project Tickets	List Project Ticket Configuration
Project Tickets	Create Project Tickets Configuration
Project Tickets	Get Project Tickets Configuration
Project Tickets	Delete Project Tickets Configuration
Project Tickets	Convert Project Ticket
Project Tickets	List Project Ticket's Documents
Project Tickets	List Project Ticket's Products
Project Tickets	List Project Ticket's Schedule Entries
Project Tickets	List Project Ticket's Time Entries
Project Tickets	Get Project Tickets Count
Project Tickets	Search Project Tickets
Project Types	List Project Types
Project Types	Create Project Type
Project Types	Get Project Type
Project Types	Delete Project Type
Project Types	Replace Project Type
Project Types	Update Project Type
Projects	List Projects
Projects	Create Project
Projects	Get Project
Projects	Delete Project
Projects	Replace Project
Projects	Update Project
Purchase Order Statuses	List Purchase Order Statuses
Purchase Order Statuses	Create Purchase Order Status
Purchase Order Statuses	Get Purchase Order Status
Purchase Order Statuses	Delete Purchase Order Status
Purchase Order Statuses	Update Purchase Order Status
Purchase Order Statuses	Replace Purchase Order Status
Purchase Orders	List Purchase Orders
Purchase Orders	Create Purchase Order
Purchase Orders	Get Purchase Order
Purchase Orders	Delete Purchase Order
Purchase Orders	Replace Purchase Order
Purchase Orders	Update Purchase Order
Reports	List Reports
Reports	Get Reports By Report Name
Reports	List Reports By Report Name Columns
Roles	List Sales Roles
Roles	Create Sales Role
Roles	Get Sales Role
Roles	Delete Sales Role
Roles	Replace Sales Role
Roles	Update Sales Role
Schedules	List Schedule Types
Schedules	List Schedule Entries
Schedules	Get Schedule Entry
Schedules	Create Schedule Entry
Schedules	Update Schedule Entry
Schedules	Delete Schedule Entry
Security Roles	List Security Roles
Security Roles	Create Security Role
Security Roles	Get Security Role
Security Roles	Delete Security Role
Severities	List Service Severities
Severities	Get Service Severity
Severities	Replace Service Severity
Severities	Update Service Severity
Skill Categories	List Skill Categories
Skill Categories	Create Skill Category
Skill Categories	Get Skill Category
Skill Categories	Delete Skill Category
Skill Categories	Replace Skill Category
Skill Categories	Update Skill Category
Skills	List Skills
Skills	Create Skill
Skills	Get Skill
Skills	Delete Skill
Skills	Replace Skill
Skills	Update Skill
Slas	List Service SLAs
Slas	Create Service SLAs
Slas	Get Service SLAs
Slas	Delete Service SLAs
Slas	Replace Service SLAs
Slas	Update Service SLAs
Sources	List Service Sources
Sources	Create Service Sources
Sources	Get Service Sources
Sources	Delete Service Sources
Sources	Replace Service Sources
Sources	Update Service Sources
Survey Results	List Service Survey Results
Survey Results	Create Service Survey Result
Survey Results	Get Service Survey Result
Survey Results	Delete Service Survey Result
Survey Results	Replace Service Survey Result
Survey Results	Update Service Surveys Result
Surveys	List Surveys
Surveys	Create Survey
Surveys	Get Survey
Surveys	Delete Survey
Surveys	Replace Survey
Surveys	Update Survey
Surveys	Copy Survey
Ticket Notes	List Project Ticket Notes
Ticket Notes	Create Project Ticket Notes
Ticket Notes	Get Project Ticket Notes
Ticket Notes	Delete Project Ticket Notes
Ticket Notes	Replace Project Ticket Notes
Ticket Notes	Update Project Ticket Notes
Ticket Notes	List Service Ticket Notes
Ticket Notes	List All Service Ticket Notes
Ticket Notes	Add Note to Service Ticket
Ticket Notes	Get Service Ticket Note
Ticket Notes	Delete Service Ticket Notes
Ticket Notes	Replace Service Ticket Notes
Ticket Notes	Update Service Ticket Notes
Ticket Tasks	List Project Ticket Tasks
Ticket Tasks	Create Project Ticket Task
Ticket Tasks	Get Project Ticket Task
Ticket Tasks	Delete Project Ticket Task
Ticket Tasks	Replace Project Ticket Task
Ticket Tasks	Update Project Ticket Task
Ticket Tasks	List Service Ticket Tasks
Ticket Tasks	Create Service Ticket Task
Ticket Tasks	Get Service Ticket Task
Ticket Tasks	Delete Service Ticket Task
Ticket Tasks	Replace Service Ticket Task
Ticket Tasks	Get Service Ticket Task Count
Ticket Tasks	Update Service Ticket Task
Tickets	List Service Tickets
Tickets	Create Service Ticket
Tickets	Get Service Ticket
Tickets	Delete Service Ticket
Tickets	Replace Service Ticket
Tickets	Update Service Ticket
Tickets	List Service Tickets Activities
Tickets	Attach Children to Service Ticket
Tickets	List Service Ticket Configurations
Tickets	Create Service Ticket Configuration
Tickets	Get Service Ticket Configuration
Tickets	Delete Service Ticket Configuration
Tickets	Add Configuration to Service Ticket
Tickets	Convert Service Ticket To Project
Tickets	Merge Service Tickets
Tickets	List Service Tickets Products
Tickets	List Service Ticket's Schedule Entries
Tickets	List Service Tickets Time Entries
Tickets	Get Service Tickets Count
Tickets	Search Service Tickets
Time Entries	List Time Entries
Time Entries	Create Time Entry
Time Entries	Get Time Entry
Time Entries	Delete Time Entry
Time Entries	Replace Time Entry
Time Entries	Update Time Entry
Time Entries	Create Default Time Entry
Time Sheets	List Time Sheets
Time Sheets	Get Time Sheet
Time Sheets	Approve Time Sheet
Time Sheets	Reject Time Sheet
Time Sheets	Reverse Time Sheet
Time Sheets	Submit Time Sheet
Work Roles	List Time Work Roles
Work Roles	Create Time Work Role
Work Roles	Get Time Work Role
Work Roles	Delete Time Work Role
Work Roles	Replace Time Work Role
Work Roles	Update Time Work Role
Work Types	List Work Types
Work Types	Create Work Type
Work Types	Get Work Type
Work Types	Delete Work Type
Work Types	Replace Work Type
Work Types	Update Work Type

ConnectWise PSA pod configuration

{% hint style="warning" %} Pod authorization

Pods are a way to customize each of your screens in ConnectWise with relevant information that is often out of the view or displayed elsewhere in ConnectWise. Note that pods do not allow the use of the fat client due to authorization pass-through issues. This means that you can use the web client to access pods. {% endhint %}

During pod configuration, you'll need to update your Rewst base URL to match your geographic Rewst instance. This will vary depending on which Rewst instance you are on. Identify your instance by the URL you use to access Rewst. Please use the following table as a guide to identify your Rewst base URL

Rewst URL	Base URL
app.rewst.io	engine.rewst.io
app.eu.rewst.io	engine.eu.rewst.io
app.rewst.eu	engine.rewst.eu
app.rewst.asia	engine.rewst.asia

Configure ConnectWise pods

1. Login to ConnectWise PSA as a user that has access to the setup tables. This is likely an admin account.
2. Click System on the bottom left of the ConnectWise PSA UI.
3. Click the Setup Tables menu that appears.
4. Enter *api in the table filter. Your returned result should be Manage Hosted API.
5. Click Add and use the below settings:
   1. Description - Enter Rewst
   2. Screen - For our example, we use Service Tickets
   3. Origin - <rewst_url> Note that you'll need to update this origin URL to match your Rewst instance. Determine your instance by referencing the instance table above.
   4. URL - https://<rewst_url>/organizations/<org_id>/integrations/embed/ticket/[cw_id] Note that you'll need to update this URL to match your Rewst instance. Determine your instance by referencing the included instance table. You'll also need to add your own org_idto the URL. This can be obtained by going to your Rewst platform, looking at the URL, locating the org id between the / marks, and pasting it into the URL. [cw_id]should be left as-is.
6. Select Pod.

{% hint style="warning" %} Update the URL

You will need to add your own rewst_url and org_id to the URL above. Your Org ID can be obtained by going to Rewst and looking at the URL. [cw_id]should be left as-is. {% endhint %}

Add pods to tickets

1. Click the Settings icon in the top right corner of your screen.
2. Select Pod Configuration.

Selecting the Settings Icon

3. Move the Rewst pods to the Displayed table.

Adding Rewst Configured Pods

{% hint style="danger" %} Firefox dynamic state partitioning

An issue arises with Firefox's Dynamic State Partitioning where the default network.cookie.cookieBehavior value of 5 rejects (known) trackers and partitions third-party storage, hindering the authentication process and causing a logged GraphQL error. This issue also occurs with embedded forms.

Firefox users must set network.cookie.cookieBehavior to 4 for successful pod authentication.

Consult the official Firefox documentation for more information: https://developer.mozilla.org/en-US/docs/Web/Privacy/State_Partitioning#disable_dynamic_state_partitioning. {% endhint %}

You'll have a workflow called [Rewst Master v3] Pods: Technician Toolbox within your organization.

Re-run a pod from a ticket

Let's imagine you have a ticket that has had its associated pod workflow execution expire (or fail for one reason or another). If you attempt to view the pod in the ticket you'll see something along the lines of:

To execute a new instance of the pod, click on the Links dropdown in the ticket and choose Rewst - Start Pod on this Ticket.

After you have used this button, a web page will open and close. This will send a request to the Live Link trigger and start a new execution for that ticket. Allow some time to pass for the ticket to update. You should see the pod populate once the execution has gone through.

Permission requirements for ConnectWise PSA integration

{% hint style="info" %} Our listed ConnectWise PSA permission requirements are what is needed for Rewst's Crates to run. Other API actions that you may wish to use in custom-built workflows may require additional permissions. For questions about what permissions would be required to achieve a specific goal, reach out to Rewst support. {% endhint %}

Update any of the below permissions scopes in ConnectWise PSA by doing the following in ConnectWise PSA:

1. Click > in the left side menu.
2. Navigate to System > Security Roles.
3. Click +.
4. Enter the name of your security role.
5. Click Save.
6. A new set of accordion menus will appear. Click to expand each as it corresponds to your needed permission for Rewst.
7. Click ⌄ under the column for the required level of permission. Change the permission level from None to whichever option is indicated in our documentation.
8. When all desired permissions are updated, click Save.

Match the line item under each accordion menu with the scope header at the top of the page to find where to make your adjustment.

Click to expand and view your relevant permission scopes.

Authentication requirements

To initiate the successful authentication of the ConnectWise PSA integration with Rewst, and pull back the list of companies you want to associate, the following permission scopes are needed:

System

• Member Maintenance: Set Inquire to All

Companies

• Company Maintenance: Set Inquire to All

{% hint style="danger" %} If you are seeing a 403 Forbidden error when running workflows, this is due to incorrect permissions. Ensure that the above authentication requirements are complete to resolve this error. {% endhint %}

Additional action requirements

In addition to the above that’s required for authentication, there are several more actions the ConnectWise PSA integration is capable of taking within Rewst. To use them all, you’ll need the following additional security roles configured for this account:

Companies

• Configurations: Set Add, Edit, Inquire to All
• Contacts: Set Add, Edit, Inquire to All
• Manage Attachments: Set Add, Edit, and Delete to My, Inquire to All
• Team Members: Set Inquire to All

Finance

• Agreements: Set Inquire to All
• Billing View Time: Set Inquire to All
  • Required for adding billable time to tickets
• Billing View Time: Set Edit to All
  • Required for adding billable time to tickets

Project

• Project Ticket: Set Add, Edit, Inquire to All
• Project Ticket - Dependancies: Set Add, Edit, Inquire to All
• Close Project Tickets: Set Edit, Inquire to All

Service Desk

• Service Tickets: Set Add, Edit, Inquire to All
• Service Ticket – Dependencies: Set Add, Edit, Inquire to All
• Close Service Tickets: Set Edit, Inquire to All
• Merge Tickets: Set Add, Edit, Inquire to All

System

• My Account: Set Add, Edit, Delete, Inquire to My
• Table Setup: Set Add, Inquire to All (Additional customization can be done to allow or disallow tables)

Time & Expense

• Time Entry: Set Add, Edit and Inquire to All, Delete to My
• Time Entry Billable Option: Set Add, Edit and Inquire to All, Delete to My

Breakdown of actions per security role

The following tables outline the various actions the ConnectWise PSA integration can take within Rewst, grouped by their security roles in ConnectWise, and each of their required permission levels to be able to execute them in workflows. We also have a generic request action, that will require any relevant scopes for what it’s being used for. For more information on the ConnectWise API and its required permissions, please refer to the Official ConnectWise API documentation.

Companies

Actions	API endpoint	Required permission
List Companies	/company/companies	Inquire
Get Company	/company/companies/{id}	Inquire
List Communication Types	/company/communicationTypes	Inquire
List Contacts	/company/contacts	Inquire
Get Contact	/company/contacts/{id}	Inquire
Create Contact	/company/contacts	Add

Service Desk

Actions	API endpoint	Required permission
List Service Tickets	/service/tickets	Inquire
Get Service Ticket	/service/tickets/{id}	Inquire
Get Tasks	/service/tickets/{id}/tasks	Inquire
Create Task	/service/tickets/tasks/{id}	Add
Create Bulk Tasks	/service/tickets/tasks/bulk	Add
Update Task	/service/tickets/tasks/{id}	Edit
Update Service Ticket	/service/tickets/{id}	Edit
Create Service Ticket	/service/tickets	Add

Time and expense

Actions	API endpoint	Required permission
Add Time Entry	/time/entries	Add

Finance

Actions	API endpoint	Required permission
List Agreements	/finance/agreements	Inquire

Query and filter in ConnectWise PSA actions

Query string parameters and conditions

The ability to filter and query specific data is essential when working with ConnectWise PSA Actions in Rewst. Query string parameters and conditions let you use specific symbols and expressions to pinpoint the exact data you need.

Build a query string

Query strings are made up of three parts:

1. Attribute - This can be the name of the attribute you’re looking to filter on, such as name, or it can be the path to get to the attribute you’re looking to filter on, such as board/name.
2. Symbol - These define how you want to filter your incoming data. This can range from one-character symbols, for example = , to entire words, such as contains.
3. Value - This is what you’re actually looking for. This can be a wide range of data types including Strings such as "hello world", and Booleans, such as True .

These three parts can be combine to pull any data you need.

Query conditions vs child conditions

Query conditions are used to find any value that can contain only one value, such as a string or a boolean. Child conditions are used when the property you're filtering on contains many values, such as a list.

Examples

1. Easily locate companies by name
   1. Action: List Companies
   2. Query Condition: name="Test Rewst"
2. Organize tickets by board names for efficient processing
   1. Action: List Service Tickets
   2. Query Condition: board/name="Integration"
3. Target contacts based on communication preferences
   1. Action: List Contacts
   2. Child Condition: communicationItems/value like "[john@Outlook.com](<mailto:john@Outlook.com>)" AND communicationItems/communicationType="Email"

How to use symbols:

• =: Matches exactly
• !=: Does not match
• <, <=, >, >=: Relational operators
• contains, like, in, not: Specific condition operators

Practical examples

Learn how to apply query string parameters and conditions in real-world scenarios.

Example 1: List companies

• Action: List Companies
• Query Condition: name="Test Rewst"
• Explanation: Easily locate companies by name.

Example 2: List service tickets

• Action: List Service Tickets
• Query Condition: board/name="Integration"
• Explanation: Organize tickets by board names for efficient processing.

Example 3: List contacts with specific communication items

• Action: List Contacts
• Child Condition: communicationItems/value like "john@Outlook.com" AND communicationItems/communicationType="Email"
• Explanation: Target contacts based on communication preferences.

Query nested attributes

Accessing data within nested objects requires a specific approach.

• Syntax: Use a forward slash /
• Example: communicationItems/value
• Use Case: When you need to extract specific attributes from nested entities, such as communication items within contacts.

Conditions in ConnectWise PSA actions

Different conditions serve different purposes. Mastering these conditions enables you to build complex and tailored queries.

• Strings: Match text patterns - Summary = "string"
• Integers: Locate numerical values - Board/Id = 123
• Boolean: Filter by true/false conditions - ClosedFlag = True
• Datetimes: Sort by date and time - LastUpdated = [2016-08-20T18:04:26Z]
• Operators: Define relational/logical conditions - Summary Not Contains "Low Priority"
• Logic Operators: Combine multiple conditions - AND, OR
• Reference Conditions: Access fields within referenced objects - manufacturer/name

Troubleshoot API issues from ConnectWise logs

{% hint style="info" %} It may be necessary to collect API logs from your ConnectWise PSA to send to ConnectWise for troubleshooting, if you encounter issues. The below steps will generate a log for the specific time window you choose. {% endhint %}

1. Log in to ConnectWise PSA.
2. Navigate to System > Members.
3. Click API Members. Here, you'll find settings specific to API interactions and configurations.

4. Under the API Members tab, locate and select the user associated with Rewst's integration.

5. After selecting the Rewst user:
   1. Navigate to the API Logs tab.
   2. Click Start Debug Mode.

6. In the Debug Mode dialog:
   1. Enter length of time in the Minutes field. This will capture logs for the specified duration.
   2. Click Ok.

Crates related to the ConnectWise PSA integration

	Cover image
Bulk Create Client from PSA	Screenshot 2025-06-17 at 3.39.46 PM.png	bulk-create-client-from-psa-crate.md
OpenAI Ticket Categorization	Screenshot 2025-06-17 at 3.47.08 PM.png	openai-ticket-categorisation-setup.md
PSA: Update ticket with User Onboard Links	Screenshot 2025-11-11 at 3.56.56 PM.png
OpenAI Ticket Sentiment Analysis	Screenshot 2025-06-17 at 3.48.28 PM.png	openai-ticket-sentiment-setup.md
CW PSA: Pod Technician Toolbox Crate V2	Screenshot 2025-06-17 at 3.49.13 PM.png	cwm-technician-toolbox-via-pod-1.md
PSA: Update ticket with User Offboard Links	Screenshot 2025-11-11 at 3.56.13 PM.png
Assign Asset/Config to Ticket Based on Contact	Screenshot 2025-06-17 at 3.50.15 PM.png	assign-asset-config-to-ticket-based-on-contact-crate.md
Use OpenAI to Suggest Responses to New Tickets	Screenshot 2025-06-17 at 3.51.29 PM.png	use-ai-to-suggest-responses-to-new-tickets-crate.md
Prompt to Combine Similar Tickets	Screenshot 2025-06-17 at 3.51.04 PM.png	prompt-to-combine-similar-tickets-crate.md
Browse Rewst Form Triggers Within a Form and Attach to a Ticket	Screenshot 2025-06-17 at 3.52.02 PM.png
ConnectWise PSA Agreement Mapping	Screenshot 2025-06-17 at 3.52.20 PM.png	connectwise-psa-agreement-mapping.md
Consolidate and Manage Duplicate Configurations	Screenshot 2025-06-17 at 3.52.39 PM.png	consolidate-and-manage-duplicate-configurations-crate.md
Sync AzureAD Account Information with ConnectWise PSA Contacts (V3)	Screenshot 2025-06-17 at 3.53.00 PM.png	sync-azuread-account-information-with-connectwise-psa-contacts-v3-crate.md
Upload File to PSA Ticket	Screenshot 2025-06-17 at 3.53.16 PM.png
Configure CWM Agreement for Duo Sync	Screenshot 2025-06-17 at 3.53.36 PM.png
Set ConnectWise PSA Board OnCall Member	Screenshot 2025-06-17 at 3.54.10 PM.png
Deactivate ConnectWise PSA Contacts When Their Company is Deactivated	Screenshot 2025-06-17 at 3.54.32 PM.png
Sync On-Prem Users to CWM Contacts	Screenshot 2025-06-17 at 3.54.55 PM.png
Mark CWM Overdue Tasks Complete	Screenshot 2025-06-17 at 3.55.21 PM.png
Sync VIP Contact Status to ITG Status	Screenshot 2025-06-17 at 3.55.39 PM.png

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