Integrate ConnectWise Manage in the MTP

The ConnectWise Manage integration in the JumpCloud Multi-Tenant Portal (MTP) allows Managed Service Provider (MSP) Admins to stay informed on their costs and product usage, along with being alerted on actionable incidents in JumpCloud.

PSA Usage Integration for Billing
Since JumpCloud allows MSPs to have co-managed IT admins on the organizations they manage and allow new users to be onboarded at any time, your user count can change during a month as users are added or removed. The “High Watermark” is used for billing purposes, which is the highest number of users in the Client Organization for that month. This integration will keep you updated on these changes daily.


There are several steps to set up and use the integration:

1. Configure an API Member with the proper permissions and generate an API Key for that Member in ConnectWise Manage.
2. Provide Authentication information in your JumpCloud MTP to connect to your ConnectWise Manage instance.
3. Select the Company Type(s) that correspond to the billable customers in your ConnectWise Manage instance (this will ensure it’s easier to select the billable companies in the next steps by filtering out prospects and other company types).
4. Map each JumpCloud client organization to the ConnectWise Manage Company, Agreement, and Product Addition that corresponds to the JumpCloud product you are billing your client for.

Once the configuration is complete, JumpCloud will update the High Water-Mark (Quantity) and your cost per seat (Cost) in each Product Addition that is mapped.

Prerequisites:

• Prepare ConnectWise Manage for Integration in the MTP.
• An Admin with Billing role is required to access Integrations within the MTP.
• You need to have the ConnectWise Manage integration set up for your MSPs in your JumpCloud MTP in order to map companies and agreements. 
• The Product Addition has to be added to the Agreement already.

Considerations:

• Since JumpCloud uses the “High Water-Mark” for billing, the Quantity field will be updated with the current High Water-Mark for the month, and the Cost per Seat will be updated with your current cost per seat for the “mapped” JumpCloud Organization.
• Updates occur daily at 12 PM EST, you may have to check back the next day for the integration to appear after it’s been configured. 

IP Address: 3.226.194.81

Configuring the ConnectWise Manage Integration in the MTP

To configure the integration:

1. Log in to your MTP: https://console.jumpcloud.com.
2. Click on the Integrations tab.
   • Note: This is only visible for the Admin with Billing role.
3. On the ConnectWise Manage integration, click Configure. 
4. Fill out the required fields:
   • Base URL* - This is the URL used to access your ConnectWise Manage account.
     • Note: Don’t include the https:// in the URL, otherwise you won’t be able to continue. 
   • Public and Private API Keys* - You generated these in the section above.
   • Company ID* - This is used to log in to your ConnectWise Manage account.
5. Click Verify And Save. JumpCloud will try connecting to your ConnectWise Manage instance. You’ll either receive an “Integration has been created” notification and can continue to configure, or you’ll receive an error message. Check the data you submitted and try again.
   • Note: If you still receive an error message, verify that the Public and Private keys that you generated in the ConnectWise API Member you created are correct. For more troubleshooting, you can generate new Public and Private keys in the API Member.
     • If you are still having issues, please contact Support at https://jumpcloud.com/contact.
6. If your Public or Private API keys have been compromised. Generate new Public and Private keys for the API Member in ConnectWise Manage. Then in your MTP, on the ConnectWise Manage integration, click Edit. Supply the new Public and Private keys and click Verify And Update.

Next, you need to select which Company Types correspond to your active, billable customers. This allows for only the Company Type selected to show when you are mapping, and will prevent you from having to sort through an extensive list of all companies. 

To specify the Company Type of your billable companies:

1. Under Company Type(s), select which type(s) you’d like to filter by. Select all Company Types that are billable or active.
   • Note: You have to select at least one type before continuing. JumpCloud uses Customer by default.
2. Click Filter By Type to save.
   • Note: This selection will be saved indefinitely. You can edit it at any time to change the filter to a different Company Type if needed. 

Mapping a JumpCloud Organization to the Corresponding ConnectWise Manage Company

To map Companies and Agreements:

1. Open the ConnectWise Manage integration and click on the Companies & Agreements tab. For every JumpCloud Organization that the appropriate ConnectWise company needs mapping to, there will be a Configure button, otherwise there will be Edit or Disable options available. Click Configure, then under the ConnectWise Company dropdown menu, select which company you want to map it to.
   • Note: Be mindful that the naming conventions may differ slightly. Make sure you are mapping to the correct company. 
2. Next, under Agreement, open the dropdown menu and select the Agreement that corresponds to the company. 
3. Under Product Addition, open the dropdown menu and select the Product Addition that corresponds to the Agreement. 
4. Click Save. You’ll receive an “Agreements have been saved” notification. 

Setting Up Ticketing Alerts

The types of Ticketing alerts currently available are: 

• Disk Encryption Key Decrypted
• User Admin Access Granted
• User Lockout
• User Password Expired

To set up Ticketing in your MTP:

1. In your MTP, click on the Integrations tab.
   • Note: This is only available for the Admin with Billing role.
2. On the ConnectWise Manage integration, click Edit. You’ll be asked to authenticate into your PSA.
   • Note: If you didn’t save your public key and private key, you need to regenerate those in order to enter them here and re-authenticate. 
3. Once you’ve authenticated, a list of Alerts are displayed, along with the following configurable fields:
   • Priority - None, High, Medium, Low
   • Source 
   • Due Days
4. If you want ticketing alerts, toggle the Automated Ticketing on. This will cause selected issues to automatically generate a ticket in your PSA. This only applies to mapped companies.
5. Click Edit next to any of the Alerts to configure and turn them on.
   • You can toggle Automatic Ticketing On or Off.
   • You can change the Priority, Source, and amount of Days Due.
   • Note: You’ll also need to toggle alerts on individually so that they generate tickets. 
6. Click Save. 

Editing or Disabling the ConnectWise Manage Configuration

To edit or disable the configuration:

1. Open the ConnectWise Manage integration and click on the Companies & Agreements tab.
2. If you need to edit any of the mapping, click Edit, make your changes and click Save. 
3. If you need to disable any of the companies, click Disable next to the JumpCloud organization. You’ll be prompted to confirm, and click Save.

4. If you need to Disable the entire configuration, open the ConnectWise Manage integration and click Edit. At the bottom, click Disable Integration & Clear Data, you will be prompted to confirm and click Disable & Clear. You’ll receive an “Integration has been disabled” notification.

Other Available Integrations: 

• Integrate Autotask PSA in the MTP
• Integrate Syncro PSA in the MTP

Not seeing an integration you want? You can request one under the Integrations tab in the MTP.