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Major update for ConnectWise PSA integration with GravityZone

Publication date: 2024.09.26

The ConnectWise PSA integration with GravityZone receives a major update scheduled for the fourth quarter of 2024. This update brings new features, a new user interface, and new customization options for Bitdefender partners.

New features

Bitdefender introduces a dedicated ConnectWise PSA application, where you can manage company mappings between GravityZone and ConnectWise PSA, billing and ticketing.

Mappings

You can map GravityZone companies to ConnectWise PSA companies for billing and ticketing, without the need to import them as new entities.

Mappings are synchronized and, if any issues are detected, the integration will inform you to take actions. Issues may include: the GravityZone or the ConnectWise PSA company does not exist anymore, the configured agreement or product is no longer available, tickets cannot be created, etc.

Billing

The Billing service has been updated to support multiple agreement types or specific agreement selection. The service can now be disabled or enabled for specific mapped companies, offering more granularity to you as a partner.

Ticketing

The Ticketing service has been overhauled with updated Bitdefender alert notifications for:

  • Advanced Anti-Exploit

  • Advanced Threat Control

  • Antimalware

  • Antiphishing

  • Endpoint Detection and Response (with custom severity thresholds)

  • Firewall

  • Web Traffic Scan

  • Sandbox Analyzer

  • Ransomware Detection

  • Network Attack Defense

  • Hyper Detect

All alerts offer the possibility to select a ticket severity for the ConnectWise PSA platform and the specific PSA service board to which the PSA service desk ticket should be assigned to.

Why this update?

This update to the ConnectWise PSA integration with GravityZone aims to achieve two objectives:

  1. Creating a more robust and advanced platform that allows you to better control the integration.

  2. Establishing a foundation that provides Bitdefender with more options for developing new features in the future.

How do you update?

As the Ticketing and Billing services add new features, the upgrade process must be completed by a GravityZone administrator. After the new ConnectWise PSA upgrade becomes available, the integration will have a SETUP button on the User menu > Integrations page that will redirect you to the new user interface.

The following information is filled in automatically:

  1. ConnecWise PSA credentials

  2. Agreement type

  3. Product

  4. Existing mappings

With the added new alerting footprint, you must add the Ticketing service options manually by specifying the Bitdefender alert type, priority and, optionally, service board.

After the upgrade process has been completed, you can access the ConnectWise PSA integration the LAUNCH button on Integrations page in the user menu at the upper-right corner of the GravityZone console.

Notice

Direct access to the new PSA integration UI is possible due to the GravityZone identity provider (IdP) service. If you do not have this service active, you need to generate and add a GravityZone API key to the ConnectWise PSA integration. For details about the GravityZone IdP service, refer to this article.

To generate the API key, follow these steps:

  1. Log in to GravityZone console using your partner account credentials.

  2. Click the user menu at the upper-right corner and select My Account.

  3. Go to the API keys section and click Add.

  4. Enable the following APIs:

    • Companies API

    • Licensing API

    • Network API

    • Event Push Service API

  5. Click Save.

    The API key is generated. To prevent the leaking of sensitive information, do not share or distribute your own generated API keys.

  6. Copy the access URL from the Control Center API section.

  7. Add the access URL to the ConnectWise PSA integration settings.

Performing the update immediately after the release is not required, there will be no disruption to your activity, and the ConnectWise PSA integration will continue to function with the old feature set. However, it is recommended to complete the update by March 31, 2025. After this date, if the update has not been completed, all integration settings will be removed, and you will need to reconfigure them in the new ConnectWise integration user interface.

When will the update take place?

The update is scheduled to start after the next ConnectWise PSA integration release, during Q4 of 2024.

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