ConnectWise

Connect ConnectWise PSA to Uniportal so AI workflows can run directly from your service desk.

This guide walks through connecting ConnectWise to Uniportal, so technicians can run AI workflows directly from tickets.

Prerequisites

A ConnectWise Manage user with the Admin Role ID, to create the security role and API member below.
Admin/Owner role in your Uniportal tenant.

Setup

Create a security role in ConnectWise

Uniportal connects as its own API member, not as a technician, so it needs a security role scoped to exactly what it's allowed to touch.

In ConnectWise Manage, go to System > Security Roles and click + to add a new role.
Type Uniportal API Integration in the Role ID field and click save.
You'll land on the Security Modules page for the new role. This is where the permissions in the next two steps live.

Set company and contact permissions

Expand Companies and set:

Company Maintenance: Add None, Edit None, Delete None, View All.
Contacts: Add All, Edit All, Delete None, View All. Edit needs to be All so Uniportal can keep a contact's details current as they change.

Set service desk and system permissions

Expand Service Desk and set:

Service Tickets: Add None, Edit All, Delete None, View All. This is what lets Uniportal read and update tickets across your boards, not just ones assigned to it.

Expand System and set:

API Reports: Add All, Edit All, Delete None, View All.
Manage Hosted API: Add All, Edit None, Delete None, View All.
Table Setup: Add All, Edit None, Delete None, View All.

Click Save at the top of the window, then click the customize link next to Table Setup. Under Allow Access to these, leave only:

Company / Company Type
Company / Company Status
Contacts / Communication Type
Contacts / Contact Type
General / Manage Hosted API

Click Save, then Save and Close on the role.

Create an API member for Uniportal

Go to System > Members, select the API Members tab, and click +.
Set Member ID to uniportal and Member Name to Uniportal Integration.
Set Role ID to the Uniportal API Integration role you just created, and fill in the default Location, Level, Department, and Territory.
Click Save.
On the same member, go to the API Keys tab and click +.
Type Uniportal API Keys in the Description field and click Save.
Copy both the Public Key and Private Key now, you'll need them to connect. ConnectWise won't show the private key again once you navigate away, if you lose it you'll need to generate a new set.

Configure the integration in Uniportal

In the Uniportal dashboard, go to Integrations.
Select the ConnectWise tile.
Enter your Company ID (your ConnectWise Manage company name), the Fully Qualified Domain Name for your instance (for example, na.myconnectwise.net for the North American cloud), and the Public Key and Private Key from the previous step.
Click Connect.

Once connected, set which ConnectWise field to sync for a contact's email and phone number. Any future update to that field in ConnectWise updates what Uniportal has on file for the end-user.

From the ConnectWise integration tile, map ConnectWise companies and contacts to the matching company in Uniportal. Select Auto match to let Uniportal suggest matches for you to review and approve, or match them manually yourself.

Mapping is what lets the AI find the right information fast. When a ticket comes in for a specific customer, the AI already knows which ConnectWise company and contacts it's dealing with, instead of searching for them. Uniportal works without mapping, but we recommend doing it: it's what most Skills and Agent Tools rely on to know whose ticket they're looking at.