Connectwise Manage is our one pane of glass. No engineers check pagerduty, would be great if it integrated to ticketing and worked based on ticket status. Opening and resolving incidents based on ticket status.
Connectwise Manage Integration
Our Professional Services organization would be happy to explore options for your organization’s needs with Connectwise Manage and PagerDuty. Don’t hesitate to reach out to your account team or me directly.
Thanks, but we’ll wait on an official integration or until someone else does it better/cheaper.
Hi Joshua,
Not a worry. We have raised this as a feature request with the Product Team.
The other option would be to engage with the Professional Services Team through your
Account Manager.
Kind regards,
I second the Connectwise integration request. Official, not a custom integration.
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Has any progress been made on this feature request? We are currently evaluating PD and having to build a custom integration or paying PS to do it vs. having it built in would be a significant point in our evaluation.
FWIW, we ended up creating a lambda function that received the uncustomizable payload from PD, translated it to what CW needed and posted the ticket in CW. It also related the CI based on custom data in the original alert.
We too are CW. None of my techs will login except for app on phone. Really need native integration similar to OnPage. The intuitiveness of PD is much better. Need all alerts they end up on our ticket board in CW to trigger alerts and when they close in CW to auto close in PD. Responses from techs, ack, etc would create a entry in ticket for tracking. This is a requirement for us to move to PD
We’ve been asking Pagerduty for a proper Connectwise integration since we signed up in 2014. At this point I assume it’s never coming.
Yeah, I’m not really sure why be a problem they have one of the most robust and documented APIs out there and the number of their competitors have the integration set up but we really do love how intuitive in future rich PagerDuty is. Our problem is that so many of our applications that we use that report alerts or triggers that need critical response our current paging system provides that and I don’t wanna go through additional third-party is that we have failure points.
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@dmcclure your a Principal Consultant for PagerDuty can you get some movement on this!? WE NEED THIS!
Hi @scott.shuster, I pinged the dedicated product team and learned that integrations like FreshService or Ivanti Neuron are higher in the list of potential net new investments. Have your used these ITSM solutions?
@MrJoshua, @KevinLundy, @stuart.weenig, @greg.sweers Could you help with clarifying what ConnectWise integration would you be most interested in? Looking at the website, they have a series of solutions i.e. cybersecurity, IT management, helpdesk, etc. Thanks in advance for your insights! 
ConnectWise manage, the ticketing system. I currently have this cobbled together with an azure http webhook triggered function and another one that checks for alerts grouped after the inc is opened. Would love to speak with product management to let them know the details of the business case around it. https://calendly.com/sweenig-aq
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Connectwise PSA - formerly known as Connectwise Manage. Ideally bi-directional. If Connectwise opens a PD incident, the ability to close the CW ticket when the incident is resolved. Conversely the ability to open a CW ticket from a PD incident.
Xenda,
Do you have any progress on this integration?
ConnectWise PSA is our single source of truth and not having no-directional integration between tickets and incidents really poses a challenge to deploy in our organization.
Incident updates should reflect as ticket updates and vice-versa.
Time entry of engineers is key for our financials.
Happy to discuss…
Hello @nicolás.echavarrĂa,
The feedback at the moment is that ConnectWise is not among the most requested integrations by customers and therefore, due to prioritization, it’s not on the roadmap for the next sprints.
As a custom workaround, we can suggest the following configuration:
ConnectWise -> PagerDuty
- Configure integration on PagerDuty service
a. This provides an email where you can send ConnectWise events
b. Then you can use Incident Workflows or Event Rules to decide what happens to these events (whether or not incidents are created and in which service these incidents are created).
OR
- Events API
a. depending on what ConnectWise allows you to do, configure an API call when an event happens on the ConnectWise side.
PagerDuty -> ConnectWise
This is a hypothesis taking into account that ConnectWise has some type of API
- Configure webhooks (v3) on PagerDuty to send an event whenever an event happens on the PagerDuty side (for example, whenever an incident is created or resolved).
a. This should send an event to ConnectWise which should perform a configured action.
b. It may be necessary to have something in between translating the event sent by PagerDuty and what ConnectWise supports as an input payload.