ConnectWise Manage Integration - Frequently Asked Questions

10/07/2024 5 People found this article helpful 235,439 Views

Description

What is ConnectWise Manage?

ConnectWise Manage is a Professional Services Automation (PSA) platform commonly used by Managed Services 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.

Company - Each Customer is a Company
Agreement - Each Company has at least 1 Agreement that represents what subscriptions and services are purchased by the customer.
1. MSPs may separate different services/subscriptions into different agreements
Catalog - PSA's allow MSPs to maintain a Catalog of products and services that they sell to customers. Each item in a Catalog represents a single subscription/service that can be individually priced and billed.
Addition - Additions are instances of a catalog item that represents what a customer is billed for. Each Agreement has at least one Addition.
Configuration - A Configuration represents an asset that the MSP manages with attributes of the asset that can be documented and leveraged for both IT and Sales Operation workflows.
Service board- A service desk ticket bin where MSPs can specify which service board should receive tickets for a specific product, service, or customer-related issue..
1. For a single customer, MSPs may set up various service boards, such as one for tickets submitted via email, one for tickets submitted via phone, one for EDR, one for SOC services, etc.
2. Each service board can have different SLAs and workflows

What are the features of SonicWall's integration with ConnectWise Manage? How does it help MSPs?

As part of SonicWall's integration with ConnectWise Manage, MSPs get:

Automated accounting & billing - The integration creates & updates Additions in Agreements in the ConnectWise Manage platform for SonicWall products billed via the SonicWall Monthly Billing Program.
MSP Benefit - eliminates the need to manually determine what customers should be billed for every month.
Automated asset documentation - The integration creates & updates Configurations in the ConnectWise Manage platform for SonicWall Network products (All Firewall models, All SMA 100 & SMA 1000 models, Email Security models).
MSP Benefit - This eliminates the need to login to the MySonicWall portal to identify appliances that need a refresh (by model) and security services that need a renewal.
Closed Loop Ticket Workflows - The integration automatically creates Tickets for Capture Client alerts and automatically closes the tickets when the alert is resolved.
MSP Benefit - This enables the MSP Operations team to monitor for issues via a single pane of glass for alerts from Capture Client along with other (non-SonicWall) products they may be managing for the customer

This document explains how the feature can be configured and operated.

How does the creation of Additions help with accounting & billing?

Additions are created and updated via a synchronization (sync) job run either manually or automatically. Manual sync can be run at any time and Auto sync runs first of every month at 2 AM local time. When a sync job is run, an Addition is created in the selected Agreement with the following data:

The Effective Date (when to start billing) based on the Registration date of the product
The Cancellation Date (when to stop billing) based on the configured expiry date of the product
The Quantity based on the license usage for the product
- Licensed usage is used licenses for Capture Client and total licenses for other products
Serial Number
Product Description ("e.g SNWL Capture Client Advanced")

For the product catalog, will the integration respect any changes we make on the integrated products with regards to Price, Category, and Subcategory? It looks like the initial Category and Subcategory is already set- If we change these so that they hit our general ledger properly, what's the outcome? Will the integration respect the changes, overwrite them, or will it not see the product any longer and end up creating a new one?

Changes to Category and Subcategory will break the integration and create multiple additions. We have plans to support selection of your preferred Catalog Entry so that you can choose how it hits your ledger. We do not set price, so changes to price will not affect the integration.

For Products in both the Product Catalog and on Agreements, will the integration maintain the cost field in both places, or does it only sync quantity and expiration date?

We don’t set the cost; we sync the quantity only. Changes to Cost in the catalog will not affect the integration.

Do we have any ability to get the integration customized for things we don't want the integration doing? For example, the configuration section looks like it creates its own config types and custom questions. Additionally, does this integration automatically add configs to as agreement attachments?

No, that level of customization is currently not supported – we have a lot of demand for those questions due to existing integrations with documentation platforms like IT Glue. By default, it syncs the configurations to mapped Company on CWM.

Are there any known issues/limitations with the ConnectWise Integration?

Issue	Feature Affected
No support for selecting existing additions catalogues from ConnectWise Manage	Automated Accounting & Billing
Limited support for Capture Client Tickets on CWM: CC Alerts lack some important data	Closed Loop Ticket Workflows

What enhancements or changes have been added the latest release of the integration?

We have incorporated new features and enhancements to existing ConnectWise Manage PSA Integration with latest release:

Auto Sync is scheduled on 1st of every month at 2:00 am local time based on the Time zone for the primary user's MSW account (based on count/usage data from the 26th snapshot of the previous month).
Support for syncing data for Monthly billing FW Services and SSL VPN Services.
Support for syncing data for Monthly billing Capture Client MDR Service.
Support for syncing data for Monthly billing Cloud Secure Edge (CSE).
Creating Configurations for all SonicWall Network products by default including SonicWall Switches.
Simplified user experience with filter options.

What is the current status of the Datto Autotask integration?

The Datto Autotask integration is currently on hold.
We’re working on some approaches to support Datto Autotask and other PSA vendors and offer more flexibility to the PSA integration.
Tentative timeline- Early 2025.

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