LabTech Software Support - ConnectWise 3.0/3.1 Plugin

ConnectWise 3.0/3.1 Plugin

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Process Overview

Introduction
ConnectWise™ Setup
New Installation
Updating/Reloading the ConnectWise™ Plugin
1. What's New in 30?
2. Reloading/Updating
ConnectWise™ Plugin Configuration in LabTech
Using the ConnectWise™ Plugin
Document Revision History
Plugin Version History
LabTech User List
LabTech/ConnectWise™ Client List

Introduction

NOTE: The instructions outlined in this guide are for use with ConnectWise™ v2011.1 and LabTech Control Center v31.176 and higher ONLY. If this is not a new install, please refer to the Updating/Reloading the ConnectWise™ Plugin section.

CW_Logo The purpose of this guide is to provide you with the requirements to successfully implement the integration between LabTech and ConnectWise™.

Integration between LabTech and ConnectWise provides two-way integration for:

Clients
Contacts
Tickets and Alerts
Time Entries

Integration also provides one-way integration of LabTech assets to ConnectWise every 12 hours.

Prior to any LabTech setup and configuration, there are several tables that need to be configured in ConnectWise™.

If you are currently using LabTech and ConnectWise™ and want to update your existing plugin, please go to the Updating/Reloading the ConnectWise™ plugin section.

IMPORTANT: The ConnectWise™ cloud solution blocks all ports but 80 and 443. This means if any other port is specified in the ticketing callback it will not work.

Download the ConnectWise™ 3.0 Plugin.
Download the ConnectWise™ 3.1 Plugin (for LabTech 2011 ONLY).
Important: Please read the following instructions BEFORE beginning installation!

Prerequisites

Be sure you have enough licenses for each LabTech user.
ConnectWise must be SSL enabled for the integrator to work. This must be a trusted and signed certification on the site.
ConnectWise™ v2011.1
LabTech Control Center 31.176
ConnectWise™ configuration complete to include:
- Corporate structure
- Work roles
- Security roles
- Levels
- Locations
- Work types
- Service boards
- Service types

NOTE: Please note that ConnectWise™ may require other configuration to be completed before proceeding with the steps outlined in this guide. Please refer to the ConnectWise™ documentation for any prerequisites that may be required. This guide only covers what is required for the integration between LabTech and ConnectWise™.

ConnectWise™ MSP installer downloaded. You do not need to do this if you are a Cloud CW Partner or are a converter from another MSP and had this setup previously.
- If your server is 64-bit, use this 64-bit installer.
- If your server is 32-bit, use this 32-bit installer.

Decisions

Identify all LabTech users in your system. These will need to be added to ConnectWise™. Usernames must be entered exactly as they appear in LabTech. We have created a form for you to complete (LabTech User List) to make adding these users easier. You can find the form at the end of this guide.
Determine what the primary service board will be in ConnectWise™. This service board will be the primary board that LabTech will use to get the statuses from ConnectWise™. Service boards provide a summary view of service tickets by location and group. If you need assistance with service boards, refer to the ConnectWise™ documentation.
Determine what work types Overtime, Regular, Travel and Weekend and Holiday will be mapped to for the external integration cross reference. Create additional work types in ConnectWise™, if necessary.
Determine what group of computers you would like to return the asset information on. You have the choice of sending a group, a client or a location. Depending on your choice, will determine the Managed ID you will use. Since LabTech may be setup differently than your PSA, this allows you to adapt to different situations. A Managed ID is comprised of a letter (G, L, C) and a number (LabTech ID). The letters indicate to ConnectWise™, what type of information you want: G for groups, C for clients and L for location. The number represents the LabTech ID of the group, client or location. For example, a Managed ID of G42 would send asset information for all computers from the LabTech group with an ID of 42. This will be required when setting up Company Management later in this document.

Please read this guide in its entirety and follow all the steps in the order that they occur. If, after following this guide you need additional help with the LabTech and ConnectWise™ integration, please contact support for assistance.

ConnectWise™ Setup

Add Members to ConnectWise™

Once you have identified all of the LabTech users that will use this software, follow the steps listed below. Each LabTech user in the LabTech system must be entered into ConnectWise™. Make sure you enter the LabTech Username into the ConnectWise™ Member ID field exactly as it is shown in LabTech. This is necessary for time entries to be pushed from LabTech to ConnectWise™. If you did not complete the LabTech User List form, you can find the LabTech users by going into the Control Center, expanding Admin, then Users on the navigation tree

Open ConnectWise™, select Setup from the left-hand navigation menu, then select Members.
Figure 1: ConnectWise™ - Navigation Menu
Click on the New Item icon from the menu bar. The Details tab will display. The only fields required for the LabTech and ConnectWise™ integration are Member ID, Password, Confirm and Email fields. However, there are additional fields that are required by ConnectWise™ in order to save the user in ConnectWise™. Each field is explained in the table below (Table 1: Member Maintenance Required Fields).
Enter the LabTech username in the ConnectWise™ Member ID field. This needs to be exact.
Enter the password for the LabTech user. This password will be the password they use to log in to ConnectWise™. You may want to use the same password for everyone and have them change it on initial login.
Confirm the password you just entered.
Enter the email address for this LabTech user. This should match with the LabTech email address for this user.

Complete all ConnectWise™ required fields.

NOTE: We have provided descriptions for each of the ConnectWise™ required fields (highlighted in light gray). However, if you need additional assistance you will need to consult the ConnectWise documentation.

Figure 2: ConnectWise™ Member Maintenance - Details tab

Table 1:Member Maintenance Required Fields

Field	Description
Member ID	Enter a member ID for the LabTech user. The member ID must match the LabTech username. This will be their username login on the ConnectWise™ login screen. If the Member ID does NOT match the LabTech username, time entries will not get pushed from LabTech to ConnectWise™.
Password	Enter the password for this LabTech user. This is the password this member will use to log in to ConnectWise™. Asterisks will display instead of the actual password.
Confirm	Enter the password again to confirm the initial password entry. Asterisks will display instead of the actual password.
First Name	Enter the LabTech user's first name.
Last Name	Enter the LabTech user's last name.
Email	Enter the email address of this LabTech user. This should match the email address that is in LabTech.
Phone	Enter the phone number of this LabTech user.
Role ID	This is the security role that you want to assign to this LabTech user. These roles are defined in Security Roles (Setup > Security Roles).
PSA Administrator	Check this box if you want this person to be a ConnectWise™ administrator. These LabTech users will receive emails regarding system notifications. This also gives rights to reverse approvals of time sheets & expense reports.
Level	This is the LabTech user's level within the corporate structure. It is best to leave this as default (corporate) unless securing access, by territory. The corporate structure is defined in Setup > My Company.
Name	This drop-down list has different names for the Level that you chose. The names are defined in Setup > My Company > Structure tab.
Owner ID	This is a default name created by ConnectWise™. Although there is a blank line option, always select the default name.
Default Location	This drop-down list contains all of the locations within your organization that have been defined. These are defined in Setup > My Company > Structure tab.
Work Role	Work Roles identify the position and functional responsibilities of your LabTech user. Select the Work Role from the drop-down list that your LabTech user will be assigned (e.g., Technician). Work Roles can be defined in Setup > Setup Tables > Time > Work Roles.
Time Approver	Enter the name of the person in your company who will approve the time sheets for this user.
Expense Approver	Enter the name of the person in your company who will approve the expense sheets for this user.
Default Territory	Select the default territory for this user from the drop-down list.

Enter the required information for each user and click the Save icon if you need to add additional users or click the Save and Close icon if you are finished adding users.

Setting up the Service Board

The Service Board, in terms of integration between ConnectWise™ and LabTech, will be the primary board that LabTech will use to get the statuses from ConnectWise™.

This must be configured before statuses or the Integrator login can be set up.

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 3: ConnectWise™ Setup Tables
Search for Service Board by entering 'service board' in the field labeled Table and press [enter].
Figure 4: ConnectWise™Setup Tables - Service Board Search
Click on the Service Board link. This will display the current service boards that have been created, if any.
Figure 5: ConnectWise Setup Tables - Service Board Setup
Select the appropriate service board from the available list and proceed to step 5 or click on the New Item button to add a new service board and proceed to step 6.

NOTE: If you choose to select an existing service board, make sure that the statuses used for this board match the statuses in LabTech (New, Open, Stalled and Resolved).

Figure 6: ConnectWise™ Setup Tables - Service Board
If you selected an existing service board, the above screen will already be pre-filled with the information that was entered when that service board was created. Make any necessary modifications and click on the Save and Close icon. Proceed to the Setting up the Service Ticket Cross References section to continue configuration. Otherwise, proceed to the next step.
Enter the Board Name (e.g., LabTech Integration).
Select the Location from the options available on the drop-down list. (The options in this drop-down list are defined in the setup table: Service > Location).
Select the Business Unit assigned to this service board, from the available options on the drop-down list.
Select the Signoff Template from the available options on the drop-down list. Select the default signoff template for the default template. Templates contain the information and format to display in the client signature section of tickets from this service board. If you need additional information regarding signoff templates, please refer to the ConnectWise™ documentation as this is not required for LabTech integration but is however, required to create this service board.
Click on the Save and Close icon to save this service board.

Setting up the Service Ticket Cross References

The Statuses tab is used to define the various statuses that can be assigned to service tickets. Statuses are used to determine if a service ticket will display on the board, whether or not time can be entered and if the ticket is open or closed. A workflow rule can be assigned to each service ticket based on status.

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 7: ConnectWise™ Setup Tables - Service Board
Search for Service Board by entering 'service board' in the field labeled Table and press [enter].
Figure 8: ConnectWise™Setup Tables - Service Board Search
Click on the Service Board link. This will display all available service boards.
Select the service board that is associated with the LabTech integration. If you created a new service board in the previous section of this document, you will select that service board.
Click on the Statuses tab. If this is a new service board, you will not see any statuses.

Click on the

New Item icon to add statuses.

NOTE: The only fields that are required for the integration are the Status Description and External Integration XRef. However, we have provided descriptions for each of the ConnectWise™ fields if you choose to complete. However, if you need additional assistance you will need to consult the ConnectWise documentation.

Figure 9: ConnectWise™ Setup Tables—Service Board: Statuses

Table 2: Statuses Fields

Field	Description
Status Description	Description that displays with project tickets that have been assigned this status.
Sort Order	This will determine in what order they appear on the service board and the Statuses tab. It is best to use numbers that are not sequential (e.g., 10, 20, 30, etc.) to allow room to add new statuses at a later date.
Board	Service board associated with this status.
External Integration XRef	Cross reference status to integrate with other systems (e.g., LabTech).
New Record Default?	A selected checkbox indicates that this status is the default assigned to new service tickets on this service board.
Display on Board?	A selected checkbox indicates that service tickets with this status will display on the service board. (only affects 'Open' statuses).
Closed Status	A selected checkbox indicates that this status represents a closed service ticket on this service board. Note: Closed statuses will not display on the board by default.
Time Entry Not Allowed	A selected checkbox indicates that time entry against service tickets with this status on this service board are prohibited.
Inactive	A selected checkbox indicates this status is no longer in use.
Customer Portal Setup	A selected checkbox in the Customer can use this status on the customer portal field indicates that clients can assign this status to service tickets created via the customer portal. Allows for a long description of the status to show in customer portal and as a mouse over on the service board and tabs.
Escalation Setup	Each service status is assigned an escalation status which is pre-defined. Workflow rules can be defined to create and send emails based upon these statuses. The workflow rules can be activated whenever the status of a service ticket is changed. The escalation status options are: We have NOT responded We have responded We have created a resolution plan We have resolved the issue We are waiting (do not escalate)

Each status that you want to map to LabTech needs to be created in ConnectWise™ and match on all service boards that will be used. The statuses used in LabTech are as follows: New, Open, Stalled and Resolved. This is needed in order to update ticket statuses in LabTech from ConnectWise™. These statuses need to exist on all ConnectWise™ service boards that will be used in the integration or tickets will fail to sync.

Enter New in the Status Description field. This will display with service tickets that have been assigned this status.
Enter the Sort Order. This will determine in what order they appear on the service board and the Statuses tab. It is best to use numbers that are not sequential (e.g., 10, 20, 30, etc.) to allow room to add new statuses at a later date.
Select the External Integration Xref from the drop-down list to cross reference to the status you entered in the Status Description field. For example, the 'New' status would be cross-referenced to 'Not Responded (not set)'.
Complete the desired ConnectWise™ fields.
Click the Save button to save.
Repeat the above steps for the statuses: Open, Stalled and Resolved.

When complete, verify that each status that is associated with this service board now has (Set) after it.
Figure 10: ConnectWise™ Setup Tables - Service Board: Statuses-New

Figure 10: ConnectWise Setup Tables - Service Board: Statuses - New

NOTE: Notice the two statuses that are not mapped in the above screen capture: Cancelled and Responded do not have 'Set' but 'Not Set'. You can map these to any of the four LabTech statuses, but it is not required as long as the four LabTech statuses are mapped (as shown).

Setting Up the Integrator Login

The Integrator Login table is used to set up integration access for API's and Remote Control Sessions. If you have not set up the primary service board that LabTech will use to get the statuses from ConnectWise™, you will need to set this up first. Please refer to the Service Board section for instructions.

To set up the Integrator Login, follow the steps listed below:

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 11: ConnectWise Setup Tables
Search for Integrator Login by entering 'integrator login' in the field labeled Table and press [enter].
Figure 12: ConnectWise Setup Tables - Integrator Login Search
Click on the Integrator Login link. This will display the current integrator logins that have been created, if any.
Figure 13: ConnectWise Setup Tables - Integrator Login Setup
Select the appropriate integrator login from the available list and proceed to step 5 or click on the New Item button to add a new Integrator login and proceed to step 6.
Figure 14: ConnectWise Setup Tables - Add New Integrator Login
If you selected an existing integrator login, the above screen will already be pre-filled with the information that was entered when that login was created. Proceed to step 9 for additional configuration that needs to be done.
Enter a username in the Username field.
Enter a password in the Password field.

NOTE: This username and password is used for integration purposes only and will not affect any other areas. This username and password will be required to access the ConnectWise API.
Set the Access Level to 'All Records'.
Select the Service Ticket API checkbox to enable.
Select the desired Service Board from the available options on the drop-down list. This will be the board where LabTech saves tickets.
Enter http://YourFQDN/LabTech/callback.aspx?ExternalID= in the Ticket Callback URL field. Replace YourFQDN with your actual fully qualified domain name (FQDN) (e.g., labtech.labtechsoftware.com). This is the URL that will be called when a ticket is updated.
Select the Time Entry API checkbox to enable.
Select the Member. Time from the Integrator will go against the selected member. Click on the Magnifying Glass icon to search for a member (press [enter] while cursor is in the Member ID field to list all members).
Select ALL API checkboxes to enable them. This was not required prior to 3.0 but is now a requirement.
Click on the Save and Close icon to save the record.

Setting up Management IT

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 15: ConnectWise Setup Tables
Search for Management IT by entering 'management IT' in the field labeled Table and press [enter].
Figure 16: ConnectWise Setup Tables - Management IT Search
Click on the Management IT link. If you see 'LabTech', skip the remaining steps in this section and proceed to Setting up the Management Setup Table section.
Click on the New Item button to add a new company.
Figure 17: ConnectWise Setup Tables - Management IT: Add New Item
Enter LabTech in the Name field.
Select Custom from the Management IT Solution drop-down list. When Custom is selected, additional options will be become available.
Figure 18: ConnectWise™ Setup Tables - Management IT: Custom Solution
Enter LabTech in the Custom Solution Name.
Enter your ConnectWise member credentials in the Username and Password field. You must have administrative access.
Click on the Save and Close icon to save the record.

Setting up the Management Setup Table

The Management setup table is used for synchronizing the count levels for managed workstations and managed servers for the agreements.

The ConnectWise MSP Installer should already be downloaded and installed, as outlined in the Prerequisites. If it has not been done, it will need to be done now before moving forward.

NOTE: Cloud CW Partners do not have to worry about downloading and installing the MSP installer. If you are a converter from another MSP and had this setup done previously, it is also not necessary to install on your ConnectWise™ server. You will, however need to set the API Sync Login Account to the LabTech Integrator Login Account you created earlier.

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 19: ConnectWise Setup Tables
Search for management by entering 'management' in the field labeled Table and press [enter]. Several tables should display.

Select Management from the list.
Figure 20: ConnectWise™ - Setup Tables: Management

Table 3:Management Fields

Field	Description
Scheduled Run Time	LabTech updates data daily and this field specifies the execution time. Recommended to not schedule at peak load times.
Status for Added Configuration	Status for newly added devices. Options are: Active Certified Inactive Modified Certification Pending Certification
Status for Deleted Configuration	Status for devices no longer managed. Options are: Active Certified Inactive Modified Certification Pending Certification
API Login for Managed IT Sync	Used for ConnectWise™ Cloud Partners.
Executive Summary Report	A marked checkbox indicates to run the report based on the following parameters: Scheduled on day (1 – 31) of every month At Hour:Minutes:Seconds This will be the date and time the reports will be emailed.
Notify	Designates to whom the report is emailed to.

Complete the fields based on your business needs.
Click on the Save and Exit icon to save.

Setting up Time Entry Work Types

The Work Type table is used to alter default values that are associated with time entry. For integration purposes, we only need to modify the External Integration Xref field.

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Figure 21: ConnectWise Setup Tables
Search for work type by entering 'work type' in the field labeled Table and press [enter].
Select Work Type from the list. A list of work types will display as shown by the example below.
Figure 22: ConnectWise™ Setup Tables - Work Type
Click on Regular.
Figure 23: ConnectWise™ Setup Tables - Work Type: Regular
The External Integration Xref needs to be configured for the integration. Select Regular from the drop-down list.
Click on the Save and Exit icon to save. You will be returned to the Work Type list.
Repeat for each of the three other work types in the External Integration Xref list and map to the appropriate work types for your business. Each of the Xrefs (Overtime, Regular, Travel and Weekend and Holiday) should have the word 'set' at the end of them when you are finished.

Mapping Existing Accounts to LabTech Clients

If you have existing LabTech and ConnectWise systems, both with existing accounts and you would like to link them together, follow the steps listed below:

Open the LabTech Control Center.
Double-click on the client you want to map.
Figure 24: LabTech Client screen
Make note of the name in the Client Name field.
In ConnectWise, select Contacts from the left-hand navigation menu, and then select Company.

Tip: If the External ID = '0', then the client has not synced to ConnectWise.

Figure 25: ConnectWise™ Company Search
Enter the company name in the Company Name field and click [enter] to search for the company.
Figure 26: ConnectWise™ Company Profile & LabTech Client screen
Verify that the ID field in ConnectWise™ matches the Display Name in LabTech. If it does not, enter the Display Name that appears in LabTech into the ID field in ConnectWise™.

Make a note of the client Type. It must match the Company Type Filter in LabTech's ConnectWise™ Plugin integration fields, which will be configured in the ConnectWise™ Plugin Configuration in LabTech section of this document. This enables the client to be pulled from LabTech.

NOTE: We have created a form for you to track the Display Name, ID and Type. This will allow you to jot down the information in these fields for later use when configuring LabTech or ConnectWise™. This will be especially useful if you are mapping numerous clients. You can find this LabTech/ConnectWise™ Client List form at the end of this document.

Click on the Save and Exit icon to save.
Repeat the above steps for every client you want to link together.

Setting up Management Solutions

Management Solutions are used to synchronize computers (agents) in LabTech to companies in ConnectWise™. Synchronizing computers from LabTech with configurations in ConnectWise also allows those machines to update counts on agreements within ConnectWise™ that may be used for billing.

In ConnectWise, select Contacts from the left-hand navigation menu, and then select Company.
Figure 27: ConnectWise™ Company Search
Enter the company name in the Company Name field and click [enter] to search for the company.
Click on the company to open the company profile.
Click on the Management tab from the tabs at the bottom. You may have to scroll to the right to find it.
Click on the Add Item
Figure 28: ConnectWise™ Company Profile - Management
Click the Save icon (just below the Management Solutions title bar in the bottom half of the screen) to begin setting up Company Management. If you try saving using the other Save icon at the top of the screen, you will not be able to proceed to the next step because all buttons will be disabled.
Click on the New Item icon to add a record.
Figure 29: ConnectWise™ Company Profile - Management tab
Select LabTech/LabTech from the Solution drop-down list.
Enter a Managed ID for this client. If you are unsure how to determine what your Managed ID should be, please refer to the following Choosing Managed IDs section.
Select the appropriate device types from the Device Types drop-down list. Workstations and Servers is the default.
Click the Save icon to save the management solutions.

Choosing Managed IDs

Managed IDs determine what group of computers you would like to return the asset information for. You have the choice of sending a group, a client or a location. Depending on your choice, will determine the Managed ID you will use. Since LabTech may be setup differently than your PSA, this allows you to adapt to different situations.

A Managed ID is comprised of a letter (G, L, C) and a number (LabTech ID). The letters indicate to ConnectWise™, what type of information you want: G for groups, C for clients and L for location. The number represents the LabTech ID of the group, client or location.

For example, a Managed ID of G42 would send asset information for all computers from the LabTech group with an ID of 42. This is required when setting up Company Management in ConnectWise™.

To determine what the LabTech ID is for any given client, group or location, follow the steps listed below:

In LabTech, open your Control Center.
Select Show IDs from the Tools menu. The IDs will now display to the right of the client, group and location in parentheses. Using the screen shot below, Company 'LabTech' would have a client ID of 1. If you wanted all asset information sent for the client, you would use a Managed ID (Client1) of C1.
Figure 30: LabTech - Show IDs

New Installation

The following instructions are for a brand new install of the ConnectWise 3.0™ plugin for LabTech. You must be on ConnectWise™ version 2011.1. If you are updating or reloading the plugin, please refer to the following Updating/Reloading the ConnectWise™ Plugin section.

Download the ConnectWise™ 4.1.3.10001 Plug-in.
Open the Control Center. Select Help > Plugin Manager.
Figure 31: Plugin Manager
Select ConnectWise™ Sync (a checkmark will display to show that it has been selected). Once selected you will be prompted to restart the Control Center for the changes to take effect.
Close the Plugin Manager.
Close the Control Center. Click Yes to confirm.
Restart the Control Center.
Follow the instructions in the ConnectWise™ Plugin Configuration in LabTech section to configure the plugin in LabTech.

Updating/Reloading the ConnectWise™ Plugin

What's New in 3.0?

There have been several changes made to the 3.0 plugin for LabTech. New functionality is as follows:

Ability to set priorities, service boards and service types on LabTech monitors at an agent and group level.
Ability to import service boards from ConnectWise™ to be used with ticket mapping.
Ability to map service board statuses in LabTech.
Ability to map ticket priorities.
Ability to streamline tickets to clients, groups of clients or locations.
Ability to set default service boards to default service types for tickets depending on where the tickets were created in LabTech.
Ability to send tickets to any service board and escalate priorities from the LabTech Control Center. Changing the priority in LabTech ticketing will now update the priority in ConnectWise™.
Ability to view your current management solutions set up in ConnectWise™ through LabTech.
Integrator Login configuration has changed. All APIs must be enabled (instructions included below).

NOTE: You must be on ConnectWise™ v2011.1 and LabTech Control Center v31.176 or higher, to update your plugin to 3.0. Steps 1-12 are new to this release and must be done prior to any LabTech configuration.

Reloading/Updating

In ConnectWise, select Setup > Setup Tables. Search for the Integrator Login table.
Figure 32: ConnectWise Setup Tables
Search for Integrator Login by entering 'integrator login' in the field labeled Table and press [enter].
Figure 33: ConnectWise Setup Tables - Integrator Login Search
Click on the Integrator Login link. This will display the current integrator logins that have been created.
Figure 34: ConnectWise Setup Tables - Integrator Login Setup
Select the appropriate integrator login from the available list.
Figure 35: ConnectWise Setup Tables - Integrator Login
The above screen will already be pre-filled with the information that was entered when that login was created.
Select the Service Ticket API checkbox to enable.
Select the desired Service Board from the available options on the drop-down list. This will be the board where LabTech saves tickets.
Enter http://YourFQDN/LabTech/callback.aspx?ExternalID= in the Ticket Callback URL field. Replace YourFQDN with your actual fully qualified domain name (FQDN) (e.g., labtech.labtechsoftware.com). This is the URL that will be called when a ticket is updated.
Select the Time Entry API checkbox to enable.
Select the Member. Time from the Integrator will go against the selected member. Click on the Magnifying Glass icon to search for a member (press [enter] while cursor is in the Member ID field to list all members).
Select all API checkboxes to enable. This was not required prior to 3.0. It is now a requirement.
Click on the Save and Close icon to save the record.
Stop LT services.
Do a search on the entire LabTech server for 'connectwise.dll' and delete.
Download the ConnectWise™ 3.0 plug-in or the ConnectWise™ 3.1 plug-in (for LabTech 2011 ONLY) from the LT Marketplace.
Open the Control Center. Select Help > Plugin Manager. The Plug-in Manager will display.
Figure 36: Plugin Manager - ConnectWise™
If ConnectWise™ Sync is not selected, select it and restart the Control Center. This will load the plugin.
Verify that the plugin is selected and loaded (checkmark will display to the left of the name of the plugin and 'True' will display in Database Loaded and ASP Loaded columns).
Click Update the Plugin. You will be prompted to locate the file.
Figure 37: Browse for a File - ConnectWise™.dll
Navigate to c:\LTShare\Plugins\ConnectWise™.dll and click Open.
Figure 38: Updated Plugin
Click OK to close this message.
Close the Plugin Manager and restart the Control Center.
Go to Start > All Programs > LabTech MSP 2010 > Server > Restart Critical Services. This will reload the plugin in the LabTech Database Agent Service.
Figure 39: Restart Critical Services

This window will automatically close when it is complete.
Proceed to the ConnectWise™ Plugin Configuration instructions section to complete the integration configuration.

ConnectWise™ Plugin Configuration in LabTech

Once the ConnectWise™ configuration is complete, you can configure the plugin within LabTech.

In LabTech, open your Control Center.
Select Dashboard from the menu bar.
Figure 40: LabTech Dashboard
Select Config > Integration.
Figure 41: LabTech Dashboard - Config > Integration
Enter the following URL in the Server URL field: https://FQDNCwiseServer/v4_6_release/services/system_io/integration_io.asmx
Enter the Company ID that was given to you by ConnectWise™.
Enter the Login ID. This will be the integrator login you created earlier.
Enter the Password. This will be the password that is associated with the integrator login you created earlier.
Click on Save and Check. You should receive similar to the following.
Figure 42: LabTech CW Plugin Integration Set Up
Close these windows and restart the Dashboard > Config > Integration to configure the rest of the plugin.
Figure 43: ConnectWise™ Plugin Configuration
Enter LabTech in the Setup Name field. This is the name you set up during the Setting up Management IT configuration.
Enter LabTech in the Solution Name field. This is the name you set up during the Setting up Management IT configuration.
Enter the client type (that is set up in ConnectWise™) in the Company Type Filter field. For multiple client types, separate each by comma (e.g., Customer,Partner,Prospect) These must match. If you need assistance, refer to the Mapping Existing Accounts to LabTech Clients section on how to find out what the value is. If you want to synchronize with all types of companies, enter % (wildcard).
Select the type of time entry (regular, weekend, overtime or travel) from the Default Time Work Type drop-down list that you want LabTech to send to ConnectWise™ when time entries are sent.
Select the Opportunity ID from the drop-down list. The Opportunity ID is the ConnectWise™ member ID that you want all created opportunities to be sent to. Opportunities can be created in LabTech through a monitor alert action named 'ConnectWise Opportunity'. For example, you could create a monitor alert action 'ConnectWise Opportunity' for drives that are low on space. This would send an 'opportunity' to the designated person for a possible sales lead to sell a new drive.
The Monitor Alert Board 1will route all tickets to the designated service board if a monitor's alert action has been set up to send tickets to 'ConnectWise Ticket'. This is designed for internal monitors. To set this up, do the following:
1. Select the alert action 'ConnectWise Ticket' from any internal monitor information screen.
2. Select the appropriate service board from the Monitor Alert Board 1 drop-down list in the Dashboard > Config > Integration screen.
  
  NOTE: If you set this up on remote monitors with a ticket alert action and set up the Monitor Mapping in the Service Desk Manager, duplicate tickets will be created.
  
  Figure 44: Internal Monitors - Monitor Settings, Alert Actions
The Monitor Alert Board 2 is the same as Monitor Alert Board 1 except that the monitor alert action needs to be set to 'ConnectWise Ticket 2'.

NOTE: For multiple board functionality for internal monitors within groups, use Monitor Alert boards 1 and 2.
Ticket Comment Entries allow you to determine where the ticket comments will be displayed on the ConnectWise™ service board. Previously, ticket comments would automatically default to the Internal Analysis section in ConnectWise™. Select the desired location for comments. If Detailed Description and Internal Analysis are selected, the comments will appear in both sections. If Resolution is checked, comments will only appear in the Resolution section when the ticket is closed.
Figure 45: ConnectWise Service Ticket Screen - Detail/Internal

Figure 46: ConnectWise Service Ticket Screen - Resolution
In the Statistic Availability From Scripts section of this screen, click on each of the labels (e.g., Backup Statistics) to find out which script is collecting this data. If no data has been collected for the stat, you'll see 'No Data Collected', which means you need to schedule the script that is listed in order for this data to be collected. These statistics will be sent to ConnectWise during the Computer sync.
Figure 47: Statistics from Scripts
Select the desired setup for synchronization from LabTech to ConnectWise™ and select each checkbox to enable.
1. Clients to Companies: If enabled, will update or create the client in ConnectWise™, when a client is saved in LabTech.
2. Contacts: If enabled, will update or create the contact in ConnectWise™, when a contact is saved.
3. Tickets: If enabled, when a ticket is created for a client that already exists in ConnectWise™, the ticket will be created in ConnectWise™. When the ticket is finished, it will be updated and set to 'finish' in ConnectWise™.
4. Computers: If enabled, every 12 hours all computers for clients will be updated/created in ConnectWise™ for companies that have a management solution setup.
Select the Background Sync Accounts checkbox to enable. This will update LabTech every 12 hours with updated information from ConnectWise™ for any existing clients.
If you are not a super admin, you will not be able to configure and use the plugin. Click on User Permissions to give an existing LabTech user rights to configure and run the plugin. This will only give them 'super admin' rights for the plugin and does not affect their permissions from within LabTech.
Figure 48: User Permissions
Your current non-Super Admin LabTech users will display under the LabTech Users section. Highlight the user(s) that will be configuring and/or running the plugin and click on Add. This will add them to the ConnectWise™ Plugin Users section. Any LabTech user that does not appear under the ConnectWise™ Plugin Users section will not be able to configure or run the plugin.

Click Save and Check.

NOTE: If you attempt to log into the Control Center without the proper permissions to the plugin you will receive an error message stating that you do not have the necessary rights to configure and use the plugin.

Service Desk Manager

The Service Desk Manager sets all ConnectWise™ service board settings and can be customized to suit your needs.

Log in to the Control Center.
Select Dashboard > Config > Integration.

Click on the Service Desk Manager button, in the lower left-hand corner of screen of the Integration screen. You may be prompted to select a primary service board to request the statuses you wish to map. Click OK to close message.
Figure 49: Service Desk Manager

Table 4:Service Desk Manager Field Descriptions

Field	Description
Service Boards	Service boards can be 'slid' from the Available Service Boards column to the Imported Service Boards using the arrows. Service boards that appear in the Imported Service Boards columns will be imported. The Available Service boards show all service boards that are currently in ConnectWise™.
	Moves all Available Service Boards to the Imported Service boards.
	Moves all Imported Service boards back to the Available Service Boards.
	Moves selected service board from the Available Service Boards section to the Imported Service boards section.
	Moves selected service board from the Imported Service boards back to the Available Service Boards section.
Import Service Types	You can export the service types from ConnectWise™ for each service board and import into LabTech. Each service board's types need to be exported separately and imported separately. The file must be named 'SRType.csv'. If you need further information on how to export service types, refer to the following Exporting Service Types from ConnectWise™ section for instructions.
Primary Board for Statuses	This is the primary service board that LabTech will use to get the statuses from ConnectWise™
Service Board Status Mapping	Allows you to map the LabTech statuses with ConnectWise™ statuses.
Service Board Priority Mapping	Allows you to map the LabTech ticket priorities with ConnectWise™ ticket priorities.
Use Control Center default Service Board	This must be checked to assign a default service board and service type for any ticket created from the Control Center. If this not checked, you will be prompted for the service board and type when a ticket is created. If the client is already set up for streamlining tickets, the settings that are currently set will appear in the drop downs. You can choose to override by simply selecting a different board and type.
Created from the Control Center	Allows you to assign a default service board and service type for any ticket created from the Control Center. The Use Control Center default Service board option must be selected.
Created from Monitors, Scripts or Emails	Allows you to assign a default service board and service type for any ticket created from monitors, scripts or emails.
Created from the LabTech tray	Allows you to assign a default service board and service type for any ticket created from the LabTech tray.
Streamline Tickets to Groups of Clients	Allows you to create a group of clients and assign them to a specific service board. When tickets are created for any client in this group of clients, the ticket gets routed to the assigned service board.
Streamline Tickets to Locations	Allows you to set a service board to a location so when a ticket is created from this location, it will get routed to the assigned service board.
Streamline Tickets to Clients	Allows you to set a service board to a client so when a ticket is created from this client, it will get routed to the assigned service board.
Set Service Types	Allows you to set the default service type for a specific service board. If a type is not set for a service board, a ticket will be created without a service type.
Monitor Mapping	Any monitor with a ticket alert action will be displayed here. You can specify a default priority, service board and type specific to that monitor. Please note that if you set up any remote monitors with a ticket alert action in the Monitor Alert Board 1 and 2 fields on the Config > Integration screen and set them up here, duplicate tickets will be created. Internal monitors can only be set on a global level. For 2011, internal monitors can now be set on a global and group level. Once the internal monitor is moved into a group and different alert actions are applied to the monitor, you are no longer able to set up the monitor in the Monitor Mapping section within the plugin. For multiple board functionality for internal monitors within groups, use Monitor Alert boards 1 and 2.
Delete LabTech tickets when a monitor returns to a successful state.	When a monitor fails, a ticket is created. This checkbox, when selected, LabTech will delete the tickets from LabTech once a failed monitor returns back to a successful state. LabTech will then close the ticket in ConnectWise™. If this is not selected, LabTech will close the tickets and not delete.

Import the service boards needed to complete your integration needs. Use the arrows to slide them from Available Service Boards to the Imported Service Boards.
Click the Import Service Types button to import the service types. You will be prompted with an Open window to browse for the SRType.csv file. Navigate to the appropriate file and click on Open. LabTech will import and give you a message that the service types imported correctly (if they imported correctly).
Map each LT Status to the appropriate ConnectWise™ Status in the Service Board Status Mapping section and click Save. You will get a confirmation message that your changes were saved successfully. The statuses need to exist on all ConnectWise™ service boards that you want to use in the integration or tickets will fail to sync.
Map each LT Priority to the appropriate ConnectWise™ Priority in the Service Board Priority Mapping section and click Save. You will get a confirmation message that your changes were saved successfully.
Set up your Default Service Boards and Service Types by using the drop-down list. This allows you to assign a default service board and service type based on where the ticket was created.

Click on Streamline Tickets to Groups of Clients. This will allow you to assign a specific service board to a group of clients, so when a ticket is a created from any of the selected clients in the group, the ticket will automatically get routed to the assigned service board.

To create the group, highlight the clients you want in the group.
Enter a group name in the Create a Client Group textbox and click Create Group. The group name will then display in the Existing Client Groups section.

Select the desired Service Board from the drop-down list that you want service tickets to be routed to for this group.
Figure 50: Service Board Manager - Group Mapping

Figure 50: Service Board Manager - Group Mapping

In this example, once the Create Group button has been clicked, 'My Group' will display in the Existing Client Groups section. The clients associated with this group, 'LabTech Testing' will display in the Clients in Selected Groups section when 'My Group' is highlighted in the Existing Client Groups.

NOTE: To edit a group, highlight the group in the Existing Client Groups section and click Edit Group. Make the necessary changes and click Save. To remove a group, highlight the group in the Existing Client Groups section and click Remove Group. You will be prompted to confirm.

Click on Streamline Tickets to Clients, if desired. This will allow you to assign a specific service board to a client, so when a ticket is a created from this client, the ticket will automatically get routed to the assigned service board.
1. Select the service board from the drop-down list to the right of the client name to have all tickets for this particular client automatically routed to the selected service board.
  Figure 51: Service Desk Manager - Client Mapping
Click on Streamline Tickets to Locations, if desired. This will allow you to assign a specific service board to a location, so when a ticket is a created from this location, the ticket will automatically get routed to the assigned service board.
1. Each client will be listed. Select the location from the available locations on the drop-down list that you want to route.
2. Select the appropriate service board from the drop-down list to automatically route all tickets from the selected location to the assigned service board.
  Figure 52: Service Board Manager - Client Location Mapping
The Set Service Typesbutton allows you to set the default service type for a specific service board. If a type is not set for a service board, a ticket will be created without a service type.
1. Click on the Service Types button.
2. Highlight the service board on the left and select the desired service type from the drop-down list on the right and click Save.
  Figure 53: Service Desk Manager - Default Service Types

Any monitor with a ticket alert action will display on the Monitor Mapping list. This will allow you to assign the default priority, service board and service type specific to that monitor. To assign the defaults, select the desired priority, service board or service type from the drop-down list.

NOTE: Please note that if you set up any remote monitors with a 'ticket' or 'email' alert action in the Monitor Alert Board 1 and 2 fields on the Config > Integration screen and set them up here, duplicate tickets will be created. For monitor mapping to work, use 'ConnectWise ticket' as an alert action.

Figure 54: Service Desk Manager - Monitor Mapping

When a monitor fails, a ticket is created. Select the Delete LabTech tickets when monitors... checkbox to delete the tickets from LabTech once a failed monitor returns back to a successful state. LabTech will then close the ticket in ConnectWise™. If this is not selected, LabTech will close the tickets and not delete.

NOTE: Monitor settings trump all other settings. Priority is as follows: monitor settings, streamline ticket to groups, streamline tickets to clients, streamline tickets to locations, then default settings.

Click Save Settings to save.
Return to the main Integration tab. Click on Save and Check. This will check all settings and reload the plugin. There is no longer a need to restart the Control Center.
Once the plugin settings are successfully saved, restart the Dashboard.
Select Config > Integration. You should see a message stating that the plugin is configured and ready for use.
Initial plugin configuration is complete. Before any further action, you must sync clients. Proceed to the Using the ConnectWise™ plugin section.

Viewing Management Settings

In ConnectWise™, management solutions need to be setup for each client in order to sync assets. This was a part of the ConnectWise™ setup. To help minimize the confusion as to who has a management setup and who doesn't; this will list all clients that are currently setup.

Log in to the Control Center.
Select Dashboard > Config > Integration. This will take you to the ConnectWise™ Integration screen.
Click on View Management Settings.
Figure 55: View Management Settings

The View Management Settings list the client, the setup name, the Managed ID and the Managed ID name for all clients that have Managed Solutions set up in ConnectWise™. In the above example, there is only one client that has Managed Solutions set up in ConnectWise™.

Exporting Service Types from ConnectWise™

Service types are used to establish types that can be automatically assigned by the service board to project tickets upon their creation. Service Types can be exported from ConnectWise™ for each service board and imported into LabTech.

In ConnectWise, select Setup from the left-hand navigation menu, and then select Setup Tables.
Search for Service Board by entering 'service board' in the field labeled Table and press [enter].
Figure 56: ConnectWise™Setup Tables - Service Board Search
Click on the Service Board link. This will display the available service boards.
Figure 57: ConnectWise Setup Tables - Service Board Setup
Click on the service board from the available list. This service board will be the primary board that LabTech will use to get the statuses from ConnectWise™.
Click on the Types tab. The available types for the selected service board will display.

Click on the Export label. A Save As window will display. The default File Name is SRType.csv. Do not change the default name. Navigate to the location you want to save the file to and click Save.

Tip: If you have multiple service boards, you can create a folder on your desktop with multiple folders named with the service board name and save the individual SRType.csv files to the appropriate service board folder. This will save you time toggling back and forth between ConnectWise™ and LabTech.

Repeat the above steps for all service boards that were created for use with LabTech.

Using the ConnectWise™ Plugin

IMPORTANT: After configuration is complete, before taking any further action, clients must be sync'd.

Synchronization

From the LabTech Control Center, select Tools > Import > Import Companies from ConnectWise. This will import all accounts from ConnectWise™. If the client has been initially sync'ed, it will be listed as an update. If the client doesn't exist or has never been sync'd it will show up as an import. Check the companies you want to sync between the two companies.

NOTE: If you currently have an existing setup in ConnectWise, import your companies into LabTech. If you are new to LabTech and ConnectWise™, create the clients in either of the applications. If you decide to create the new clients in LabTech, be sure to select the Sync Clients checkbox. This will create them in ConnectWise™ when sync'd.

Select Tools > Import > Import Contacts from ConnectWise. This will import all contacts from ConnectWise™. If the contact has been initially sync'd, it will be listed as an update. If the contact doesn't exist or has never been sync'd it will show up as an import.
Select Tools > Update Assets to ConnectWise. This will send all of the assets belonging to the clients that have Management Solutions setup for them. These assets are the computers listed under the locations that belong to the client. This also includes any devices with the Sync External checkbox selected on the Network Device screen. This is the same as the automatic procedure, except it does it manually.

Ticket Synchronization

When a ticket is created in LabTech, it will also be created in ConnectWise™. Tickets are updated in ConnectWise™ as soon as they are changed in LabTech. There is no delay and the update happens when the ticket is saved. Tickets will not be created in ConnectWise™ unless the client has been synced to ConnectWise™.

Creating tickets from the Control Center when the default settings are turned off:

When a ticket is created you will be prompted for the service board and type. If the client is already set up for streamlining tickets, the settings that are currently set will appear in the drop-downs. You can choose to override by simply selecting a different board and type.

Ticket due dates will be set if the due date is set in LabTech. On the contrary, if it is set in ConnectWise™, it will NOT set the due date in LabTech.

Each time a ticket performs an action, it will be recorded in the Detail Description section and any finished messages will be saved in the Resolution section.

Attachments will be located on the Documents tab for this ticket.
Figure 58: Sample Service Ticket in ConnectWise™ - Document Attached

ConnectWise™ Opportunities

LabTech monitors now have extra alert actions that can be set up to create opportunities in the ConnectWise™ system.

To set up a monitor to create an opportunity in ConnectWise™, follow the steps listed below:

From the LabTech Control Center, click on Monitors.
Double-click on the desired monitor you want to have the option to create opportunities for (e.g., Antivirus Software Missing).
Select ConnectWise Opportunity from the Alert Action section.
Click Save. When the specified monitor's check condition is not met and an alert is sent, it will send an opportunity to the ConnectWise™ system.

Document Revision History

The following table will show you the revision history of this document and what changes have been made.

Date	Notes
January 28, 2011	New
February 2, 2011	Added 'What's New in 3.0' section. Changed a step in the Updating section. Added a screen capture for View Management Settings. Changed screen captures for the Service Desk Manager. Added information for Monitor Alert Boards 1 and 2. Added information for Monitor Mapping. Added Plugin Version History.
February 22, 2011	Changed screen capture for configuration to include new User Permissions button. Added additional steps to the configuration of the plugin in LabTech for user permissions.
March 15, 2011	Added information for the 'Statistic Availability from Scripts' in the ConnectWise™ Integration with LabTech section.
April 20, 2011	Added SSL requirement to Prerequisites. Added port information when using the ConnectWise™ cloud solution. Internal monitors can only be set on a global level for CW v3.0. For CW v3.1 that only works with LabTech 2011, internal monitors can now be set on a global and group level. Fixed typos.
May 13,2011	Added additional LabTech integration for ticketing comments. Added the new feature to allow multiple company type filters (client types).

Plugin Version History

The following table will show the version history for the ConnectWise™ plugin with the most recent version at the bottom of the list. You can view the properties of the .dll to verify the version, if necessary.

Release Date	Version	Size	Date Modified
February 3, 2011	3.0	1.09MB	February 3, 2011
April 20, 2011	3.1 for LT 2011	1.2MB	April 20, 2011

LabTech User List

See attachments below.

LabTech/ConnectWise™ Client List

See attachments below.

Last modified on Tuesday, 20 September 2011 08:46

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Published in 4D ConnectWise

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CW3 LabTech User List form (1294 Download)
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4D40168ConnectWisePlugin41310001.pdf (1182 Download)

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