ConnectWise Integration

Connect Palisade to ConnectWise Manage to automatically import domains, create tickets, and synchronize billing through agreements.

Prerequisites

Before starting, ensure you have the following ConnectWise permissions:

Module	Required Permissions
Service Desk	Add Tickets, Edit Tickets, View Tickets, View Boards
Finance	Add Agreements, Edit Agreements, View Agreements
Procurement	View Catalog Items
System	View Companies

Step 1: Setting Up Credentials

Find Your API URL

Your ConnectWise API URL depends on your region:

Region	API URL
North America	https://api-na.myconnectwise.net
Europe	https://api-eu.myconnectwise.net
Australia	https://api-aus.myconnectwise.net
Staging	https://api-staging.connectwisedev.com

Get Your Company ID

Your Company ID is the identifier you use to log into ConnectWise Manage. You can find it on the login screen or in your ConnectWise account settings.

Generate API Keys

1. In ConnectWise, navigate to System > Members.
2. Select the member account that will be used for the integration (or create a dedicated API member).
3. Go to the API Keys tab.
4. Click New to generate a new API key pair.
5. Copy both the Public Key and Private Key.

tip

Copy your Private Key immediately after generation. It will not be displayed again.

Enter these three values in the Palisade Integrations page to connect:

• API URL -- Based on your region (see table above)
• Company ID -- Your ConnectWise company identifier
• Public Key and Private Key -- Your generated API keys

Step 2: Configure Task Integration

Once connected, configure how Palisade creates and manages tickets in ConnectWise.

Select Service Board

Choose the ConnectWise Service Board where Palisade tickets will be created. This determines which board your team will see Palisade-generated tickets on.

Map Statuses

Map the six Palisade ticket statuses to your ConnectWise board statuses:

Palisade Status	Description
Open	Ticket requires action and is ready to be worked on
Pending	Ticket is waiting for a response or external action
Done	Ticket has been resolved and completed
Snoozed	Ticket is temporarily deferred to a later date
Canceled	Ticket has been canceled and will not be actioned
Dismissed	Ticket has been reviewed and intentionally dismissed

For each Palisade status, select the corresponding status from your ConnectWise service board.

Map Priorities

Map the four Palisade priority levels to your ConnectWise priorities:

Palisade Priority	Description
Critical	Immediate action required -- security risk or major failure
High	Should be addressed soon -- significant authentication issue
Medium	Should be addressed -- moderate authentication concern
Low	Informational -- minor improvement or optimization

Select Type and Subtype

Choose the Type and Subtype that Palisade tickets should be categorized under in ConnectWise. This helps with reporting and ticket organization.

Import Customers

Click Import Customers to pull your ConnectWise company list into Palisade. Map each ConnectWise company to the corresponding Palisade organization. This mapping determines which organization's domains generate tickets for which ConnectWise company.

Step 3: Configure Billing Integration

Palisade can automatically synchronize domain-based billing to ConnectWise agreements.

How Billing Sync Works

Palisade tracks the number of monitored domains per organization. When billing sync is enabled, Palisade automatically creates and updates Agreement Additions in ConnectWise to reflect the current domain count for each mapped customer.

Select Product / Catalog Item

Choose the Catalog Item (product) in ConnectWise that represents the Palisade per-domain charge. This is the line item that will be added to customer agreements.

Map Customers to Agreements

For each customer, select the ConnectWise Agreement that should receive the Palisade billing addition. Each mapped customer must have an active agreement where Palisade can add or update the line item.

Enable Auto Sync

Toggle Auto Sync on to have Palisade automatically update agreement additions whenever domain counts change. When auto sync is enabled:

• Adding a domain in Palisade increases the quantity on the agreement addition.
• Removing a domain decreases the quantity.
• Changes are reflected in ConnectWise within minutes.

How Agreement Additions Are Managed

Palisade creates a single Agreement Addition per customer agreement using the selected catalog item. The quantity on this addition reflects the total number of monitored domains for that organization.

Example: If a customer has 15 monitored domains and you add 3 more, Palisade updates the agreement addition quantity from 15 to 18. If you later remove 2 domains, it updates from 18 to 16.

Step 4: Managing the Integration

Pause Integration

You can temporarily pause the entire integration from the Integrations page. While paused:

• No new tickets are created in ConnectWise
• Existing tickets are not updated
• Billing sync is halted
• Domain import is disabled

Pause Billing Only

If you want to keep task integration active but stop billing sync, you can pause billing independently. Ticket creation and status updates will continue normally.

Update Credentials

If your API keys change or expire, update them on the Integrations page:

1. Navigate to Integrations > ConnectWise.
2. Click Update Credentials.
3. Enter your new Public Key and Private Key.
4. Click Save.

Change Service Board

To move Palisade tickets to a different service board:

1. Navigate to Integrations > ConnectWise.
2. Select the new Service Board.
3. Re-map your statuses for the new board (each board may have different status options).
4. Save the changes.

warning

Changing the service board does not move existing tickets. Only new tickets will be created on the new board.

Update Mappings

You can update status, priority, and customer mappings at any time from the integration settings. Changes take effect immediately for new tickets.

View Logs

The integration logs page shows a history of actions Palisade has taken in ConnectWise, including ticket creation, status updates, and billing sync events. Use this to verify the integration is working correctly or to troubleshoot issues.

Troubleshooting

Authentication Issues

• Invalid credentials error -- Verify your Company ID, Public Key, and Private Key are correct. Ensure you are using the right API URL for your region.
• 403 Forbidden -- The API member does not have sufficient permissions. Review the prerequisites table and ensure all required permissions are granted.
• Connection timeout -- Confirm you are using the correct regional API URL. Check that your ConnectWise instance is accessible.

Task Integration Issues

• Tickets not being created -- Verify the integration is not paused. Check that the service board is correctly configured and that status mappings are complete.
• Tickets created on wrong board -- Confirm the correct service board is selected in the integration settings.
• Status not updating -- Ensure the status mapping covers all six Palisade statuses. Check the integration logs for errors.

Billing Integration Issues

• Agreement additions not updating -- Verify billing sync is enabled and not paused. Confirm the customer is mapped to an active agreement.
• Wrong quantities -- Check the domain count in Palisade matches expectations. Review the integration logs for sync events.
• Catalog item not found -- Ensure the selected catalog item still exists in ConnectWise and has not been deactivated.

Permission Issues

If you encounter permission-related errors, verify the API member has the following minimum permissions:

• Service Desk: Add Tickets, Edit Tickets, View Tickets, View Boards
• Finance: Add Agreements, Edit Agreements, View Agreements
• Procurement: View Catalog Items
• System: View Companies

tip

When in doubt, check the integration logs in Palisade for detailed error messages that can help pinpoint the issue.

Support

If you continue to experience issues after reviewing the troubleshooting steps, contact Palisade support with:

• Your ConnectWise region and Company ID
• The error message or unexpected behavior you are seeing
• A copy of the relevant integration log entries, if applicable