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ConnectWise Manage Integration with Goverlan Remote Support

ConnectWise easily integrates with Goverlan within seconds to combine incident management with problem resolution.

Once integrated, you will be able to access, manage and work on your ConnectWise tickets directly from within Goverlan and quickly resolve issues. Upon working on a ticket, the full transcript of Goverlan actions is automatically registered in the incident record for accountability, auditing and knowledge building.

ConnectWise Manage Integration with Goverlan Remote Support

You do not need to modify your ConnectWise configuration or install a ConnectWise extension, the integration happens within Goverlan. Open the Goverlan General Settings, select the Incident Management category and select the ConnectWise provider from the list:

ConnectWise Manage Integration with Remote Support Goverlan

Provide the following information:

Provider web service URL Enter the web address of your ConnectWise company instance.

E.g.:  https://myCompany.connectwise.com

Operator Console URL This optional setting accepts a ConnectWise web address that you wish to configure as the default location to go to, when clicking on the ConnectWise icon within Goverlan:

This is a convenient way to quickly access your favorite dashboard or area within your service desk portal.

If you leave this blank, the Provider web service URL is used by default.

Public / Private Key You must create a ConnectWise account API Key set to be used for the Goverlan integration:

  1. Go to My Account
  2. Select the API Keys tab
  3. Click on the Add [+] button
  4. Enter ‘Goverlan Integration’ as the key description
  5. Click the Save button

Enter the resulting public key and private key in their respective fields.

The instructions to generate an API key may differ based on the product you are using. Please refer to your product’s documentation.

Company Your ConnectWise Manage company ID
Username Your ConnectWise Manage account ID
Max rows per query The maximum number of incidents returned by ConnectWise when placing a query. Keeping this setting low improves performance and responsiveness.

Once the settings have been entered, click on the Test Connection button to validate the configuration.

ConnectWise Manage Incident Management via Goverlan Remote Support

Once Goverlan is integrated with ConnectWise, you will be able to perform the following actions:

Updated on July 2, 2019

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