ConnectWise Manage is a Professional Services Automation (PSA) platform commonly used by Managed Service Providers (MSPs) as a single pane of glass for MSP business operations. Typical use cases include customer record management, billing, and tracking services delivered via Service Desk tickets.

Sections in this guide:

Authentication in IDrive® BMR using API Member

API Member is an entity in ConnectWise that allows access to a ConnectWise Manage account. The permissions can be modified as per the business requirements.

Follow the below steps to authenticate an API member.

  1. Sign in to ConnectWise Manage console.
  2. Go to the System tab and select Security Roles.
    3. Idrive 360
  3. Click '+' , enter the Role ID and save.
  4. Provide the following permissions:
    • Companies -> Company Maintenance
      • Inquire Level -> All
    • Companies -> Contacts
      • Inquire Level -> All
    • Project -> Project Tickets
      • Inquire Level -> All
    • Service Desk -> Service Tickets
      • Add Level -> All
      • Edit Level -> All
      • Inquire Level -> All
    • System -> Table Setup (customize -> Service / Service Board)
      • Inquire Level -> All
  5. Select System -> Members to create a new API member.
  6. Go to the API Members tab and click '+'.
    Idrive 360
  7. Enter the required information and select the Role ID created in the above steps.
  8. Click Save.
    Idrive 360
  9. Go to the API Keys tab and click '+'.
  10. Provide description for the new API Keys and click Save.
    Idrive 360
  11. Copy the Public Key and Private Key generated and save them for future reference.

    12. Note:The Private Key is visible only for the first time. Make sure to save the key.

  12. Sign in to the IDrive BMR partner portal.
  13. Click Integration on the LHS menu. The ConnectWise page will appear.
  14. Provide the ConnectWise credentials (created in the above steps) to authenticate the API member.
    Idrive 360

Upon successful authentication, the system will automatically save the credentials.

Configuring service board for IDrive® BMR

Follow the below steps to configure a service board.

  1. Sign in to ConnectWise Manage console.
  2. Go to System > Setup Tables and search for the Service Board.
    Idrive 360
  3. Click '+' and enter the required details to create a service board.
    Idrive 360
  4. Go to the Types tab and create a new type for the service board.
  5. Create Subtypes, Items, and Statuses similarly.
    Idrive 360
  6. Go to Teams, and create a team by providing the required details.
  7. Sign in to the IDrive BMR partner portal.
  8. Click Integration on the LHS menu. The ConnectWise page will appear.
  9. Click Track/Manage Ticketing > Configure a service for tickets.
    Idrive 360
  10. Provide a service name as desired and select the appropriate service board details from the dropdowns.
  11. Click Create Service.
    Idrive 360

You can click Idrive 360 corresponding to the required service to customize the service board details. To remove a service, click Idrive 360 corresponding to that service. To temporarily pause a service, click Idrive 360 .



Note:

  1. While creating a company under ConnectWise Manage Console, ensure that the Company ID (in the Companies tab in ConnectWise Manage console) and Company Name (in the IDrive® BMR dashboard) are the same.
  2. The company must have a contact present under it.
  3. The company must be in Active state to allow ticket creation and editing.
  4. The Service Board must have a default team for ticket generation.