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ConnectWise Manage: Ticketing Integration Setup

Overview​

Spotto’s ConnectWise Manage integration (ConnectWise PSA) lets you create a service ticket directly from a recommendation, so cloud optimization work shows up where service teams actually plan and track it. This guide covers the values Spotto needs, optional routing metadata, how to configure them in the Portal, and how to validate ticket creation.

Goal: enable Spotto → ConnectWise Manage ticket creation from the Recommendations page. Time: ~10 minutes. Cost: whatever ConnectWise charges you for API access (Spotto doesn’t add extra fees).

When configured, Spotto will:

  • Offer ConnectWise as a share option on recommendation detail pages.
  • Create a new service ticket with recommendation context and affected resources.
Scope and limitations

This integration creates new tickets when you share a recommendation. Spotto can read ticket status for the Tickets page, but it does not write changes back into ConnectWise (ConnectWise remains the system of record for execution).

One provider per company

Spotto supports one active ticketing provider per company at a time. If the company is set to Jira or Halo, ConnectWise won’t be available in the share dialog for that company.

Why use this? (Jobs, pains, gains)​

Jobs to be done​

  • When I identify a high-impact recommendation, I want to convert it into a service ticket, so it’s owned, tracked, and scheduled like other operational work.
  • When I’m running an MSP operation, I want to route customer optimization work through ConnectWise without losing the customer context, so each ticket is actionable.
  • When I’m handing work to engineers, I want tickets to include resource scope and rationale, so the first response isn’t “what am I looking at?”.

What you gain​

  • Recommendations become backlog items, not screenshots.
  • Consistent ticket creation reduces manual triage and “copy/paste drift”.
  • Faster routing to the right team or board inside ConnectWise.

Prerequisites​

  • Access to Company settings in Spotto for the company you’re configuring.
  • ConnectWise Manage API credentials that can create service tickets:
    • Site URL
    • Company ID
    • Public key
    • Private key (entered in Spotto as the “API token or key” secret)
  • Optional routing fields you may need depending on tenant rules (boards/statuses/agreements/SLAs are the most common):
    • Board
    • Status
    • Agreement
    • SLA
    • Advanced fields under Advanced: Company, Project, Type, Subtype, Item, Priority, Source, Contact

Parent and child company setup (MSPs)​

If you manage a parent-child company hierarchy, ConnectWise credentials can be centralized at the parent while child companies override routing details.

  • Parent company: configure the full ConnectWise credentials and defaults. This company owns the stored secret and runs the Test connection action.
  • Child company: enable Managed by parent to reuse the parent credentials, then set any routing overrides (Company, Project, Board/Status, Type/Subtype/Item, Priority, Source, Contact, Agreement, SLA).
  • Visibility: override settings are only shown to users who have access to the parent company.
  • Precedence: per-share overrides (set at share time) win first, then child overrides, then parent defaults.

Step-by-step: Configure ConnectWise in Spotto​

  1. In the Spotto Portal, open Companies and select the customer/company you want to configure.
  2. Go to Settings → Integrations.
  3. Enable Ticketing Integrations.
  4. Select ConnectWise as the integration provider.
  5. Fill in the ConnectWise configuration fields:
    • Site URL: the base URL for your ConnectWise Manage instance.
    • Company ID: your ConnectWise company identifier.
    • Public key: API public key for the member/integration.
    • API token or key: your private key (stored securely; not viewable after saving).
  6. (Optional) Pick a Board and Status if your ConnectWise tenant requires routing fields.
  7. (Optional) Expand Advanced to set additional routing metadata such as Company, Project, Type, Subtype, Item, Priority, Source, Contact, Agreement, or SLA.
  8. Click Test connection and resolve any errors shown.
  9. Click Save/Update on the company settings page.
URL normalization and validation

Provide the ConnectWise Manage host (for example, yourcompany.connectwise.com) or the full instance URL. Spotto normalizes this to the standard REST base path and only accepts hosts containing connectwise.

Secrets are write-only in the UI

Spotto stores the ConnectWise private key securely and won’t display it after saving. If you need to rotate it, enter the new value and save again.

Validation (Does it work?)​

  1. In Company settings → Integrations, click Test connection and confirm the success message.
  2. Open Recommendations in Spotto.
  3. Open a recommendation detail page.
  4. Click Share recommendation and choose ConnectWise.
  5. Submit the share.
  6. In ConnectWise Manage, confirm a new service ticket was created.
  7. In Spotto, open Manage → Tickets to see the ticket record and status. (You can open the ticket directly from this page.)

If ConnectWise is disabled in the share dialog, the company either isn’t configured for ticketing, or a different provider is selected.

Share a recommendation with ConnectWise (per-share overrides)​

When you share a recommendation, Spotto pre-fills ConnectWise routing fields using the effective company configuration. You can override them for just that ticket without changing company defaults.

Available per-share overrides include:

  • Board
  • Status
  • Priority
  • Company
  • Project
  • Type
  • Subtype
  • Item
  • Contact
  • Agreement
  • SLA
  • Source

Tip: pick Type before Subtype, and Subtype before Item to avoid empty lists.

Technical reference​

ComponentDetails
InputsCompany integration settings (required: ConnectWise site URL, company ID, public key, private key stored as the Spotto secret; optional: board, status, company, project, type, subtype, item, priority, source, contact, agreement, SLA). Parent-managed credentials and child routing overrides are supported.
OutputsA ConnectWise Manage service ticket created from a recommendation share action, including recommendation context and affected resources. Ticket history is visible in Manage → Tickets.
DefaultsUses the configured API member and your ConnectWise defaults for routing/classification unless optional fields are set or tenant rules enforce them. Per-share overrides take precedence.
LimitationsTicket creation only (no two-way writeback). Ticket visibility depends on company configuration and permissions.

Troubleshooting​

ConnectWise isn’t available (only Email shows up)​

What you’re seeing: The Share dialog only offers Email, or ConnectWise appears disabled. Likely causes:

  • Ticketing integrations aren’t enabled for that company.
  • A different ticketing provider is selected (only one provider can be active per company).
  • Your role can’t read company integration settings (403 Forbidden in some environments; email sharing still works). How to fix:
  1. Go to Company settings → Integrations and confirm ConnectWise is selected and the settings are saved.
  2. Confirm you’re in the correct company/customer context.
  3. Ask a Spotto admin to verify your permissions if it still doesn’t appear.

Ticket creation fails after configuration​

What you’re seeing: Share fails or no ticket appears in ConnectWise. Likely causes:

  • Incorrect site URL or company ID.
  • Public/private key pair is wrong or revoked.
  • Your tenant requires routing fields (board/status/agreement/SLA) that aren’t configured.
  • The API member doesn’t have rights to create Service Tickets. How to fix:
  1. Re-check the Site URL and Company ID values against ConnectWise Manage.
  2. Rotate the private key and update it in Spotto.
  3. Add the required routing fields (board/status/agreement/SLA) and re-test the connection.
  4. Confirm the ConnectWise API member has permission to create service tickets.

Test connection fails​

What you’re seeing: The Test connection action reports an error. Likely causes:

  • The Site URL host doesn’t contain connectwise or includes an unsupported path.
  • Required routing fields (board/status/agreement/SLA) are missing for your tenant.
  • The API member doesn’t have permission to access ConnectWise metadata. How to fix:
  1. Use your ConnectWise Manage host (no extra path segments) and try again.
  2. Add the required routing fields and re-test.
  3. Confirm the API member can read boards/statuses/agreements/SLAs in ConnectWise.

Fields are read-only or missing on a child company​

What you’re seeing: ConnectWise credentials are locked or override fields are hidden. Likely causes:

  • The child company is configured to Managed by parent.
  • You don’t have access to the parent company, so override fields are hidden. How to fix:
  1. Switch to the parent company to edit credentials and run tests.
  2. Ask a parent-company admin to grant access if you need to view or edit overrides.

Need help?​

Contact the Spotto team via your Customer Success Manager or Contact Us if you want help validating the ConnectWise values before you save them.

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