ConnectWise Connector

Overview

The ConnectWise connector enables seamless integration between ConnectWise Manage and Field Nation:

• Service ticket dispatch: Automatically create work orders from ConnectWise Service Tickets
• REST API integration: Modern API with member impersonation
• Callback-based triggers: Real-time notifications via callbacks
• Bidirectional sync: Status and notes flow both directions
• Custom fields support: Map ConnectWise custom fields

At a Glance

How It Works

Common Use Cases

Dispatch from Service Ticket

Automatically create Field Nation work order when Service Ticket requires on-site technician

Service Ticket Status = "Dispatch"
AND Board = "Field Services"
  → Callback triggers
  → Field Nation Work Order Created

Project-Based Dispatch

Create work orders from ConnectWise Project tickets

Project Ticket Type = "On-Site"
AND Status = "Scheduled"
  → Work order created
  → Project ticket updated

Status Synchronization

Reflect Field Nation completion back to ConnectWise

FN Work Order = "Completed"
  → Integration Broker
  → CW Ticket Status = "Completed"
  → Internal Note added

Architecture

Features

Field Mapping Capabilities

• Standard Fields: Summary, Initial Description, Status, Priority, Date Resolved
• Custom Fields: Access any custom field on Service Ticket
• Related Objects: Company, Contact, Member (resource), Board
• Service Location: Site address information
• Time Entries: Integration with ConnectWise time tracking

Supported Operations

Prerequisites

ConnectWise Requirements

Field Nation Requirements

• Active buyer account with admin access
• Integration settings access
• Sandbox environment (recommended for testing)

Complete prerequisites →

Authentication

ConnectWise connector uses API Key Authentication with member impersonation:

Company ID: {company_id}
Public Key: {public_key}
Private Key: {private_key}
Member ID: {member_id}
Client ID: Field Nation Integration

Components:

• Company ID: Your ConnectWise company identifier
• Public Key: API public key (generated)
• Private Key: API private key (generated, keep secure)
• Member ID: API member's ID for impersonation
• Client ID: Integration identifier (optional)

Authentication Header Format:

Authorization: Basic base64(CompanyID+PublicKey+PrivateKey:MemberID)
Client-Id: FieldNationIntegration

Data Flow Patterns

Inbound: ConnectWise → Field Nation

Trigger: Callback fired on ticket status/board change Action: Callback sends Ticket ID to Field Nation Result: Field Nation work order created/updated

Example Callback Triggers:

• Ticket Status changed to "Dispatch"
• Board changed to "Field Services"
• Custom field "Send to FN" = true
• Priority set to "Priority 1"

Outbound: Field Nation → ConnectWise

Trigger: Field Nation work order event Action: Integration Broker calls ConnectWise REST API Result: ConnectWise ticket updated with status/notes

Configurable Events:

• Work order assigned → Update ticket status
• Work order completed → Add internal note
• Provider checked in → Update custom field
• Work order approved → Update status to "Completed"

Best Practices

Callback Design

• ✅ Use specific status/board values
• ✅ Configure for relevant ticket types only
• ✅ Add safeguards to prevent duplicates
• ✅ Test in staging ConnectWise instance
• ✅ Monitor callback delivery logs

Field Mappings

• ✅ Map all required Field Nation fields
• ✅ Use custom fields for additional data
• ✅ Handle ConnectWise status boards correctly
• ✅ Test service location address mapping
• ✅ Document custom field IDs

Security

• ✅ Use dedicated API member
• ✅ Rotate API keys annually
• ✅ Grant minimum required permissions
• ✅ Monitor API usage in ConnectWise
• ✅ Enable IP whitelisting if required

Limitations & Considerations

API Limits

ConnectWise enforces rate limits:

• Typically 1,000 requests per 5 minutes
• Monitor via System → API Usage

Each work order sync consumes 2-3 API calls.

REST API Versioning

• ConnectWise API versions periodically
• Test after ConnectWise upgrades
• Review release notes for breaking changes

Related Object Depth

Can access:

• ✅ Fields on Service Ticket
• ✅ Fields from Company, Contact, Board, Site
• ❌ Deep nested relationships (custom JSONNET needed)