ConnectWise PSA plugin

Visualize your ConnectWise PSA (ConnectWise Manage) data by showing tickets, companies, agreements, configurations, projects, members and time entries on dashboards.

Adding a data source

To add a data source, open the relevant workspace and then click on the + next to Data Sources on the left-hand menu in SquaredUp. Search for the data source and click on it to open the Add data source page.

Before you start

When configuring the data source you must provide your ConnectWise Manage Site URL, your Company ID, and the public and private API keys of an API Member. The following describes how to create the API Member and keys, and where to find the other values.

Creating an API Member and keys

You need a ConnectWise Manage account with admin access to create an API Member and generate its keys.

Log in to ConnectWise Manage and go to System > Members > API Members.
Click + to create a new API Member, or select an existing one dedicated to integrations.
In the Role ID field, select a security role that can read the data SquaredUp retrieves. To check a role, go to System > Security Roles in ConnectWise Manage, open the role, and look at its Inquire Level column.
If none of your roles has all the permissions below, create a new role (or copy an existing one) and select that instead. The Add Level, Edit Level and Delete Level columns can stay None.
The role needs Inquire Level set to All for each of these permissions:
- Company Maintenance (Companies)
- Configurations (Companies)
- Agreements (Finance)
- Project Headers (Project)
- Service Tickets (Service Desk)
- Member Maintenance (System)
- Time Entry (Time & Expense)
- Table Setup (System): only needed for the Ticket Counts data stream, which reads priorities and boards. Without it, Ticket Counts fails with a Security error (403). The other data streams are not affected.
Open the API Member record, go to the API Keys tab, and click +. Enter a Description for the keys and click Save to generate a new key pair.
Copy the Public Key and Private Key immediately and store them somewhere safe. The Private Key is shown only once.

See ConnectWise: Security Modules.

Finding your Site URL

Your Site URL is the hostname of your ConnectWise Manage instance, for example na.myconnectwise.net for the default US cloud instance. If you're unsure, check the URL you use to log in to ConnectWise Manage in your browser and use that hostname (without https://). Self-hosted instances must be reachable from the internet.

Finding your Company ID

Your Company ID is the company identifier you enter in the Company box when you log in to ConnectWise Manage.

Configuring the data source

Display name:
Enter a name for your data source. This helps you to identify this data source in the list of your data sources.
Site URL:
Enter the hostname of your ConnectWise Manage instance, without https://. For example, na.myconnectwise.net (the default). See Finding your Site URL for where to find this. Self-hosted instances must be reachable from the internet.
Company ID:
Enter the company identifier you use to log in to ConnectWise Manage. See Finding your Company ID for where to find this.
API public key:
Enter the Public Key you generated for the API Member. See Creating an API Member and keys.
API private key:
Enter the Private Key that was generated alongside the Public Key. If you did not save it, you must generate a new key pair because the Private Key is shown only once.
Restrict access to this data source:
Optionally, enable this toggle if you only want certain users/groups to have access to the data source, or those with the permission to link it to new workspaces. See data source access control for more information.
Click Test and add to validate the data source configuration. SquaredUp will now attempt to connect using the provided authentication method.
- Testing passed – a success message will be displayed and then the configuration will be saved.
- Testing passed with warnings – warnings will be listed and potential fixes suggested. You can still use the data source with warnings. Select Save with warnings if you believe that you can still use the data source as required with the warnings listed. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
- Testing failed – errors will be listed and potential fixes suggested. You cannot use the data source with errors. You are able to select Save with errors if you believe that a system outside of SquaredUp is causing the error that you need to fix. Alternatively, address the issues listed and then select Rerun tests to validate the data source configuration again. If the validation now passes, click Save.
You can edit data source configurations at any time from Settings > Data Sources.

Testing and troubleshooting

If you encounter an error, refer to the guidance or contact our support team in-app or via SquaredUp Support

For errors on dashboard tiles see Troubleshooting tiles.

Error	What to do
Authenticate: Could not authenticate — check your Site URL, Company ID, Public Key and Private Key.	The message does not say which value is wrong, so check each of the following. Site URL: Check that it is the host of your own ConnectWise Manage instance. The default `na.myconnectwise.net` causes this error if your instance is hosted elsewhere. See Finding your Site URL. Company ID: Check that it is the identifier you use to log in to ConnectWise Manage. See Finding your Company ID. API public key and API private key: Check that they are the keys of your API Member. If you did not save the private key, generate a new key pair, because the private key is shown only once. See Creating an API Member and keys. The connection is tested by retrieving your companies, so also check that the API Member's Security Role has at least read access to Company Maintenance.
You do not have security permission to perform this action.	The API Member's Security Role is missing one of the permissions listed in Creating an API Member and keys. The error appears when SquaredUp imports the matching objects. For example, without Member Maintenance the ConnectWise Member objects are not imported. Add the missing permission to the role, then refresh the data source.

Error

What to do

Authenticate: Could not authenticate — check your Site URL, Company ID, Public Key and Private Key.

The message does not say which value is wrong, so check each of the following.

Site URL: Check that it is the host of your own ConnectWise Manage instance. The default na.myconnectwise.net causes this error if your instance is hosted elsewhere. See Finding your Site URL.

Company ID: Check that it is the identifier you use to log in to ConnectWise Manage. See Finding your Company ID.

API public key and API private key: Check that they are the keys of your API Member. If you did not save the private key, generate a new key pair, because the private key is shown only once. See Creating an API Member and keys.

The connection is tested by retrieving your companies, so also check that the API Member's Security Role has at least read access to Company Maintenance.

You do not have security permission to perform this action.

The API Member's Security Role is missing one of the permissions listed in Creating an API Member and keys. The error appears when SquaredUp imports the matching objects. For example, without Member Maintenance the ConnectWise Member objects are not imported. Add the missing permission to the role, then refresh the data source.

Known limitations

This plugin covers service delivery and time tracking. Sales (Opportunities), finance (Invoices), surveys, workflows, and procurement are not covered.
ConnectWise Manage enforces rate limits per API Member. Heavily used API Members that are shared with other integrations may see throttling.
The API Member's Security Role determines which records are visible. Restricted roles (for example, limited to specific boards or departments) will only surface a subset of data. To avoid this, give the role Inquire Level All for each permission listed in Creating an API Member and keys, leave the API Member's Level as Corporate (Level 1), and leave Restrict Board Access empty so that service boards are not restricted.
In List mode, a very large result can be truncated. For example, one organization returned 4,000 rows for 5,268 open tickets. For totals on large organizations, set Result type to Count. To reduce the size of a list, select Return specific columns and choose only the columns you need.
The Ticket Counts data stream makes one count request for each priority or board. If a request fails, that value is left out of the results and a warning is shown.
ConnectWise sets a ticket's created and closed dates itself, so they can't be backdated through the API.

Next steps

Now that you have successfully added the data source, you can create dashboards, view the data streams, or explore any indexed objects.

Graph imported objects

The following objects are imported to the graph:

ConnectWise Company: client accounts.
ConnectWise Agreement: contracts and SLAs.
ConnectWise Configuration: managed assets (configuration items).
ConnectWise Project: projects.
ConnectWise Member: technicians and staff.

Service tickets are not imported as individual objects. MSPs can accumulate tens of thousands of tickets, and importing each one as a graph object does not scale well. Ticket data is still fully available for dashboards and queries (for example, open tickets by priority or board, tickets per company or agreement, and hours logged per ticket), but tickets cannot be searched for or used as a scope individually, and they do not have their own perspective page.

Dashboards

A number of pre-built dashboards are installed for this plugin. These dashboards can be found from the left-hand menu by clicking on your data source name under the heading Data Sources. You can use Explore data on each tile, or click Copy dashboard to copy it to the Dashboards section of your workspace where it can be edited to adapt it for your own use. If a dashboard uses dashboard variables, you should start by selecting the object that you're interested in from the dashboard variable dropdown list.

Data streams

You can use these data streams to create new tiles to show data, or if there are preconfigured dashboards installed you can copy or edit those.

Data streams are named queries targeted at a data source, typically mapped to a specific API endpoint. They define how SquaredUp retrieves live data. By standardizing information from diverse formats into a simple table, data streams provide a consistent starting point regardless of the original source system.

Each plugin includes its own set of data streams. When editing a tile or exploring data, the data stream you choose acts as the entry point to the objects and records within that data source.

Scoped data streams allow you to specify which objects you want to pull data for. Global data streams return general information that is not tied to objects.

Some data streams are configurable, meaning you can configure additional settings on the Parameters tab of the tile editor to create a bespoke query.

When you're creating a tile, you can tweak data streams by grouping or aggregating specific columns.

See Data Streams for more information.

The following data streams are installed with this plugin.