ConnectWise Manage

ConnectWise Ticketing will help track and manage tasks (Backup, Restore, Replication & Integrity Check) based on their status (Success/Failed/Warning).Tickets will be created in your ConnectWise Manage Account under appropriate Service Boards as configured.

Required Components

  1. ConnectWise Manage

  2. BDRSuite Backup Server/BDRSuite 360

ConnectWise Manage is a third party Professional Service Automation Tool. You can log in to your ConnectWise Manage UI to view and process the service tickets created by BDRSuite Backup Server/BDRSuite 360, and thus handle various events related to backup job tasks as mentioned above. For this the ConnectWise Manage has to be enabled in the BDRSuite Backup Server/BDRSuite 360 Server.

Prerequisites

The Company Name/ID of your ConnectWise Manage Account.

API Keys (Public Key & Private Key) that can be created from your ConnectWise Manage Account.

Ticketing in BDRSuite 360 Server

To authenticate your ConnectWise Manage Account in the BDRSuite 360 Server, you can navigate to the 360 Server -> Credential Management -> ConnectWise Manage.

Information Note: ConnectWise Manage can be integrated to the BDRSuite Backup Server running on both Windows and Linux.

ConnectWise Manage Authentication

Authenticate the access to your ConnectWise Manage Account to integrate with BDRSuite 360 Server. Enter the following details;

ConnectWise Server/Site : Enter the site URL used to open the ConnectWise Manage login page.

Company ID : Enter the Company Name/ID of your ConnectWise Manage Account.

Public Key : Enter the Public Key you generated at your ConnectWise Account.

Private Key : Enter the Private Key you generated at your ConnectWise Account.

Test Connectivity: Click here to test the connectivity between the BDRSuite 360 Server and the ConnectWise Manage (After entering the above details).

During test connectivity process two aspects are tested:

1. Connectivity with ConnectWise Manage Server - Network availability etc.

2. Validity of connection parameters supplied in the fields above.

This way you can ensure that the BDRSuite 360 Server would be able to connect and create tickets under your ConnectWise Manage Account without any problems.

Information Note: The Public key and private key can be generated using the API key option available in the ConnectWise manage console (Prerequisite).

Once all the details are entered, click on Save.

When the API key provided to BDRSuite 360 Server is removed from the ConnectWise Manage account, BDRSuite 360 Server will no longer be able to create tickets using it. To rectify this situation, new valid API Keys need to be entered into the BDRSuite 360 Server in this page again. This can be done using the Edit option in this page.

Clicking on the Edit will let you enter the newly created Public Key and the Private Key. 

Information Note: It is advised to perform test connectivity whenever information in this page is modified.

Once done click update.

To enable the ConnectWise Ticketing, navigate to Reports ->ConnectWise Ticketing. Click here to learn more.

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