Remote Monitoring & Management Help

Configure Settings

The ConnectWise Manage integration settings may be amended post-setup in the Monitoring Dashboard.

  1. Go to Settings > PSA Integration > Configure
  2. Click the tab that corresponds to the settings you want to change

Ticket Creation Settings

Change the Ticket Creation Settings, including the Name Format used by the tickets, whether they are auto created, as well as the Alert and Check Clearing behavior.

ConnectWise Manage Settings

Change information in relation to the Service Board used by the integration, the default statuses for active or inactive devices and closed or opened tickets, as well as manage the Enable site mapping option and synchronization options. The status and company type for ConnectWise companies created from the Dashboard. Change or enter a name when using an MSP Management IT Solution.

Ticket Frequency

Changes to the 24x7, Daily Safety Check and Device Outage Ticket Priorities and Due Date Offsets can be made under Ticket Frequency including the ticket behavior when a cleared check subsequently fails again.

Please note: where the string entered in the Ticket Priority section of the Dashboard does not precisely match the corresponding ConnectWise Priority description a Could not find a priority named * error message may be returned when attempting to create a ticket. Further information on this setting is available here.

Asset Tracking

Use Enable Asset Tracking and Include workstations to control whether Asset Tracking information is transferred from the Dashboard to the Device's configuration section in ConnectWise.

Cache

To speed up the integration process, information device information is cached and as it may be necessary to empty this cache we have include a Refresh Cache option.