Setting up Connectwise Manage to work with Helpdesk Buttons is very easy. You will have to do some basic setup in your ConnectWise Manage system first though.
You will start off by logging into your ConnectWise Manage instance. The first step is to create a dummy company to catch tickets from unregistered users (If you already have a catch all that can submit tickets feel free to use that company). Fill out the required fields with your companies information and remember to click save. You might name the company “unregistered users” or something to that effect.
Once the company has been created, select Company Finance
Set the newly created company to ‘Active’ and click ‘Save’.
Create an ‘Unregistered’ contact This must have the email address firstname.lastname@example.org
This is the user which any Button Press tickets appear to come from if the user is unregistered. Remember to click save.
You are now done setting up your company and contact.
Get an API Key¶
Next step is to create an API key.
First you need your company name. This appears on the login screen.
Log into ConnectWise Manage and then select System and then Members
Select the ‘API Members’ tab.
Click on the ‘New’ button and set up the new API member
Enter a member ID and name which fits your organization. Select the appropriate System options according to how your ConnectWise Manage system is configured.
Take note of the Service Defaults as they can effect the way tickets come into the system.
Be sure to click ‘Save’ when everything looks correct.
Next, browse to the ‘API Keys’ tab.
Click ‘New’ and set an appropriate description.
Be sure to copy both the Public and Private Keys
Once this has been set up, you will have all the information required.
Manage Configurations (BETA)¶
Our Software will attempt to attach configurations from the users company whose device id’s match the hostname of the computer submitting the ticket.
API Access Settings¶
For those of you who want to restrict the access the API user has, here is the security access we need: (a custom role will need to be created and assigned to us with these permissions):
- Companies/Company Maintenance/Inquire Level - All (For gathering company data like street addresses)
- Companies/Contacts/Inquire Level - All (For gathering contact data like email addresses)
- Service Desk/Service Ticket - Dependencies/ Add, Edit, Inquire Level - All (Adding/editing/reading notes and attachments on tickets)
- Service Desk/Service Ticket/ Add, Edit, Inquire Level - All (Adding/editing/reading tickets)
New in version 6 (BETA)
- Companies/Configurations/Inquire Level - All (For including configurations pertaining to the ticket)
The group is based on your company, but it can be tricky. We recommend leaving this as Admin as it the integration will require access to view contact information based on the clients input. To avoid errors, your staff would need to make sure that no one puts in an email address that corresponds to a contact that is not covered by the group to which this API user belongs. To be clear, the permissions don’t need to be Admin, but the group does. This will allow us access to all of your customers, but only limited access to each.
Keep in mind that this list is based on the current feature set. With the expansion of the product, different security settings may need to be tweaked in the future.
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
Advanced Integration Options¶
Many of the fields can be set to “__default__”
Note: State, Team and Type are all related to the Board. For any customizations to those fields do not use the “__default__” Board. Please provide the Board by name (This also applies to Custom Rules).
This is the list of variables that can be accessed when using the Custom Rules.
- priority refers to the ticket priority (Urgent, Low, ect)
- impact and urgency can set priority via the SLA priority matrix
- state refers to the ticket status (New, In Progress, etc)
- team refers to the queue the ticket will be put in
- type refers to the issue type (Service Request, Incident, Problem, Alert)
- message refers to the message the client typed when making the ticket
- subject refers to the ticket title
- append refers to the information appended to the HDB report
- owner refers to the agent that will be assigned this ticket
- source refers to the ticket source (Web Portal, P, )
- board refers to the board the ticket will be put under
- priv_append allows you to append information to the internal ticket note
- selections refers to the checkboxes/radio buttons the client chose when creating the ticket
- name refers to the client’s name
- email refers to the client’s email
- ip refers to the client’s external ip address
- mac refers to the client’s MAC address
- hostname refers to the client’s hostname