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ConnectWise PSA integration upgrade procedure

The ConnectWise PSA APP integration requires user interaction to finalize the upgrade process. As our the Ticketing and Billing services add new features, the upgrade process must be completed by a GravityZone administrator. Existing partners with the legacy ConnectWise PSA integration configured, will have a SETUP button on the User menu > Integrations page that will redirect you to the new integration user interface.

Warning

Only GravityZone partners with the GravityZone IdP service enabled will be able to log in ConnectWise PSA App seamless. Starting with GravityZone November 2024 release, GravityZone partners accessing the ConnectWise PSA APP integration will be automatically enrolled to the GravityZone IdP service.

GravityZone partners with a configured SSO 3rd party Identify Provider will not be able to use GravityZone IdP. Login is possible via the ConnectWise PSA credentials, or via their SSO 3rd party Identify Provider which needs to be configured in ConnectWise PSA App. Learn more (link catre config de SSO).

The following information is filled in automatically in the Configuration wizard:

  1. ConnecWise PSA credentials

  2. Agreement type

  3. Product

  4. Existing mappings (imported ConnectWise PSA companies will be automatically mapped in the Mapping section to the corresponding GravityZone companies)

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

Note

Depending on the legacy ConnectWise PSA integration settings, the Billing and Ticketing service will be enabled or disabled, but the configuration is required. For examples, partners that use only the Ticketing service for the legacy ConnectWise PSA integration are required to select an Agreement type in the configuration wizard, but the imported mappings will not have the Billing service enabled.

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 or from https://cwpsa.psa.bitdefender.com.

Caution

Direct access to the new PSA integration's user interface 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.

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