ConnectWise

Integration version: 17.0

Configure ConnectWise Integration to work with Google Security Operations SOAR

Set up public and private keys in ConnectWise Manage

To create an integration between ConnectWise Manage, and Google Security Operations SOAR integration with ConnectWise Manage, you need to provide API keys. API keys are public and private keys that are generated by ConnectWise Manage for the integration account.

To create API keys in ConnectWise Manage:

In ConnectWise Manage, click System >Members and either select an existing member or create a new one. Make sure that the member you selected has all the rights necessary to set up the integration.
On the Member Maintenance screen, click the API Keys tab, and then click New Item.
In the Description field, enter the description for the newly created keys. For example, Google Security Operations SOAR Integration.
Click Save to save the new item.

The two API keys are generated and displayed in the Public Key and Private Key fields. The private key is displayed only at the time it is created.

Configure ConnectWise integration in Google Security Operations SOAR

For detailed instructions on how to configure an integration in Google Security Operations SOAR, see Configure integrations.

Integration parameters

Use the following parameters to configure the integration:

Parameter Display Name	Type	Default Value	Is Mandatory	Description
Api Root	String	https://{CompanyURL}/v4_6_Release/apis/3.0/	Yes	Address for the ConnectWise instance.
Company Name	String	N/A	Yes
Public Key	String	N/A	Yes
Private Key	String	N/A	Yes
Client ID	String	N/A	Yes	Client ID of ConnectWise application.

Actions

Add Comment to Ticket

Description

Add a new comment to a ticket in ConnectWise.

Parameters

Parameter Name	Type	Default Value		Description
Ticket ID	String	N/A	Yes	ConnectWise ticket ID. Example: 608718
Comment	String	N/A	Yes	Comment content to attach to a ticket.
Internal	Checkbox	Unchecked	Yes	If checked, puts comment in the internal section.

Parameter Name

Type

Default Value

Description

Ticket ID

String

N/A

Yes

ConnectWise ticket ID.

Example: 608718

Comment

String

N/A

Yes

Comment content to attach to a ticket.

Internal

Checkbox

Unchecked

Yes

If checked, puts comment in the internal section.

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
ticket_id	N/A	N/A

JSON Result

N/A

Close Ticket

Description

Close a ConnectWise ticket.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	ConnectWise ticket ID. Example: 608718.
Custom Close Status	String	N/A	No	If the specific system uses a custom closed status, for example Completed.

Parameter Name

Type

Default Value

Is Mandatory

Description

Ticket ID

String

N/A

Yes

ConnectWise ticket ID.

Example: 608718.

Custom Close Status

String

N/A

If the specific system uses a custom closed status, for example Completed.

Run On

This action runs on all entities.

Action Results

Script Results

Script Result Name	Value Options	Example
ticket_id	True/False	ticket_id:False

JSON Result

N/A

Entity Enrichment

N/A

Insights

N/A

Create Alerts Ticket

Description

Create a ConnectWise ticket for each new Google Security Operations SOAR alert.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Company	String	N/A	Yes	Company name.
Board	String	N/A	Yes	Board name.
Status	String	N/A	Yes	Example: Unassigned
Priority	String	N/A	Yes	Example: Priority 3 - Normal Response
Initial Description	String	N/A	Yes	N/A
Owner Name	String	N/A	No	ConnectWise member name to assign this ticket to. Example: connectwise_user_1.

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
ticket_id	N/A	N/A

JSON Result

N/A

Create Ticket

Description

Create a ConnectWise ticket.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Company	String	N/A	Yes	Company name.
Board	String	N/A	Yes	Board name
Summary	String	N/A	Yes	N/A
Status	String	N/A	Yes	e.g. Unassigned.
Priority	String	N/A	Yes	Example: Priority 3 - Normal Response
Owner Name	String	N/A	No	ConnectWise member name to assign this ticket to. Example: connectwise_user_1

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
ticket_id	True/False	ticket_id:False

JSON Result

N/A

Delete Ticket

Description

Delete a ConnectWise ticket by the ID.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	The ID of the ticket to be deleted. Example: 607167

Parameter Name

Type

Default Value

Is Mandatory

Description

Ticket ID

String

N/A

Yes

The ID of the ticket to be deleted.

Example: 607167

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

N/A

Get Ticket

Description

Get a ConnectWise ticket by ID and attach the ticket JSON as a file.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	Fetch a ticket by ID.

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
ticket_json	N/A	N/A

JSON Result

{
  "773256":
   {
     "customerUpdatedFlag": false,
     "estimatedTimeCost": 0.0,
     "recordType": "ServiceTicket",
     "siteName": "Main",
     "billTime": "NoDefault",
     "site":
       {
         "_info":
           {
             "site_href": "",
             "mobileGuid": "c5e7be2e-af3b-461f-a637-1b3e7e24bdc6"
           },
         "id": 23188, "name": "Main"
        },
     "currency":
       {
         "symbol": "$",
         "isoCode": "USD",
         "_info": {
                   "currency_href": ""
                   },
         "name": "US Dollars", "id": 7
        },
     "estimatedProductCost": 0.0,
     "estimatedExpenseRevenue": 0.0,
     "contactName": "user name",
     "addressLine1": "110 Fifth Avenue ",
     "billingMethod": "ActualRates",
     "id": 773256,
     "impact": "Medium",
     "city": "New York",
     "billProducts": "NoDefault",
     "businessUnitId": 20,
     "zip": "10011",
     "estimatedExpenseCost": 0.0,
     "mobileGuid": "f7b5a0eb-6038-4e14-a661-05c393917841",
     "closedFlag": false,
     "enteredBy": "Siemplify",
     "priority":
        {
          "sort": 6,
          "_info":
             {
               "image_href": "",
               "priority_href": ""
             },
          "id": 4,
          "name": "Priority 3 - Normal Response"
         },
     "source":
         {
           "_info":
             {
                "source_href": ""
              },
           "id": 2,
           "name": "Customer Phone Call"
          },
      "automaticEmailCcFlag": false,
      "board":
         {
           "_info":
             {
                "board_href": ""
             },
          "id": 70,
          "name": "Siemplify - T&M"
          },
     "customFields":
        [{
           "numberOfDecimals": 0,
           "caption": "2nd Shift",
           "type": "Checkbox",
           "id": 20,
           "entryMethod": "EntryField"
         },
         {
            "numberOfDecimals": 0,
            "caption": "3rd Shift",
            "type": "Checkbox",
            "id": 21,
            "entryMethod": "EntryField"
           },
          {
            "numberOfDecimals": 0,
            "caption": "Huddle Rvw",
            "type": "Checkbox",
            "id": 22,
            "entryMethod": "EntryField"
           }],
     "contactEmailAddress": "john_doe@example.com",
     "Status":
          {
            "_info": {"status_href": ""},
            "id": 1351,
            "name": "Unassigned"
           },
     "contactPhoneNumber": "(800) 555‑0175",
     "dateResponded": "2019-01-17T09:21:03Z",
     "isInSla": false,
     "company":
           {
             "_info":
                 {"mobileGuid": "42fcabed-a0f6-4171-bd7a-ca563ba45f7c",
                  "company_href": ""},
             "identifier": "Siemplify",
             "id": 18304,
             "name": "Siemplify"
           },
     "automaticEmailContactFlag": false,
     "hasChildTicket": false,
     "billExpenses": "NoDefault",
     "estimatedTimeRevenue": 0.0,
     "locationId": 119,
     "estimatedProductRevenue": 0.0,
     "automaticEmailResourceFlag": false,
     "dateEntered": "2019-01-17T09:21:03Z",
     "approved": true,
     "severity": "Medium",
     "resolveMinutes": 0,
     "serviceLocation":
           {
              "_info":
                   {"location_href": ""},
              "id": 6,
              "name": "Remote"
            },
     "resPlanMinutes": 0,
     "stateIdentifier": "NY",
     "dateResplan": "2019-01-17T09:21:03Z",
     "subBillingMethod": "ActualRates",
     "Country":
           {
              "_info":
                   {"country_href": ""},
              "id": 1,
              "name": "United States"
            },
     "respondMinutes": 0,
     "allowAllClientsPortalView": false,
     "hasMergedChildTicketFlag": false,
     "summary": "TikcetApiTest",
     "contact":
           {
             "_info":
                  {"contact_href": "",
                   "mobileGuid": "c86377ec-7726-4057-aca2-e992b550140f"
                  },
            "id": 59249,
            "name": "user name"
            },
     "team":
           {
             "_info":
                  {"team_href": ""},
             "id": 78,
             "name": "Siemplify"
           },
     "addressLine2": "5th Floor",
     "_info":
           {
             "configurations_href": "",
             "tasks_href": "",
             "updatedBy": "Siemplify",
             "expenseEntries_href": "",
             "lastUpdated": "2019-01-17T09:21:03Z",
             "products_href": "",
             "activities_href": "",
             "Timeentries_href":"",
             "notes_href": "",
             "documents_href": "",
             "scheduleentries_href": ""
            }
     }
}

Ping

Description

Test Connectivity.

Parameters

N/A

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

N/A

Update Ticket

Description

Update ticket details in ConnectWIse.

Parameters

Parameter Name	Type	Default Value	Is Mandatory	Description
Parameter	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	The ID of the ticket to be updated. Example: 609620
Summary	String	N/A	No	Updated summary.
Type Name	String	N/A	No	Example: Application
SubType Name	String	N/A	No	Example: Adobe
Item Name	String	N/A	No	Example: Development
Status	String	N/A	No	New ticket status. Example: `In Progress (plan of action)`

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
ticket_id	True/False	ticket_id:False

JSON Result

N/A

Add Attachment to Ticket

Description

Add an attachment to the ticket in ConnectWise.

Parameters

Parameters Name	Type	Default Value	Is Mandatory	Description
Ticket ID	String	N/A	Yes	Specify the ID of the ticket to which the document would need to be added.
Base64 Encoded File	String	N/A	Yes	Specify the base64 encoded file that needs to be added as an attachment.
Filename	String	{filename}.{extension}	Yes	Specify the filename behind the attachment. This value is also used as a title. Note: Action needs to provide the correct extension for the file.
Display In Customer Portal	Checkbox	Checked	No	If enabled, the attachment is shown in the customer portal.
Allow Only Owner Update	Checkbox	Checked	No	If enabled, the action only allows the owner to update the attachment.

Run On

This action runs on all entities.

Action Results

Script Result

Script Result Name	Value Options	Example
is_success	True/False	is_success:False

JSON Result

{
    "id": 280,
    "title": "QWEqqqq",
    "fileName": "s.json",
    "serverFileName": "24e7db8d-41b5-4bd0-9db3-a60d46143afe.json",
    "owner": "Admin1",
    "linkFlag": false,
    "imageFlag": false,
    "publicFlag": false,
    "htmlTemplateFlag": false,
    "readOnlyFlag": true,
    "size": 22131,
    "urlFlag": false,
    "guid": "b9fc3fc6-f368-40bb-bc06-233f4d6a299c",
    "_info": {
        "lastUpdated": "2022-05-10T14:02:23Z",
        "updatedBy": "Admin1"
    }
}

Case Wall

Result Type	Value / Description	Type
Output message*	The action should not fail nor stop a playbook execution: If the 201 status code is reported (is_success=true): "Successfully added a file as attachment to ticket {ticket_id} in ConnectWise." The action should fail and stop a playbook execution: If a critical error is reported: "Error executing action "Add Attachment To Ticket". Reason: {0}''.format(error.Stacktrace)." If the 400 status code is reported: "Error executing action "Add Attachment To Ticket". Reason: {errors/message}.'' If invalid "Filename" format is provided: "Error executing action "Add Attachment To Ticket". Reason: "Filename" value doesn't follow the needed format. Format: {filename}.{extension}.''	General

Result Type

Value / Description

Type

Output message*

The action should not fail nor stop a playbook execution:

If the 201 status code is reported (is_success=true): "Successfully added a file as attachment to ticket {ticket_id} in ConnectWise."

The action should fail and stop a playbook execution:

If a critical error is reported: "Error executing action "Add Attachment To Ticket". Reason: {0}''.format(error.Stacktrace)."

If the 400 status code is reported: "Error executing action "Add Attachment To Ticket". Reason: {errors/message}.''

If invalid "Filename" format is provided: "Error executing action "Add Attachment To Ticket". Reason: "Filename" value doesn't follow the needed format. Format: {filename}.{extension}.''

General

Jobs

Synchronize Closed Tickets and Dismissed

Description

Synchronize closed tickets at ConnectWise and dismissed alerts at Google Security Operations SOAR.

Parameters

Parameter Name	Type	Default Value	Description
API Root	String	N/A	N/A
Company Name	String	N/A	N/A
API Public Key	String	N/A	N/A
API Private Key	String	N/A	N/A
Script Name	String	N/A	N/A

Synchronize Comments

Description

Synchronize comments between Google Security Operations SOAR cases and ConnectWise tickets.

Parameters

Parameter Name	Type	Default Value	Description
API Root	String	https://<Host Name>/v4_6_Release/apis/3.0/	N/A
Company Name	String	N/A	N/A
API Public Key	String	N/A	N/A
API Private Key	String	N/A	N/A
Script Name	String	N/A	N/A