Helpdesk

To generate public and private API keys dedicated to Office Protect in ConnectWise, you need to login to your ConnectWise Manage platform. 

You can then either:

• Recommended - Generate public/private API keys on a new API Member which has been assigned a dedicated Security Role (restricted permissions) – Start at step 1
• Generate public/private API keys on a new API Member which has been assigned an Admin Security Role (all permissions) – Go directly to step 2

ConnectWise documentation about API Members:

• https://docs.connectwise.com/ConnectWise_Documentation/090/040/010/040
• https://docs.connectwise.com/ConnectWise_Support_Wiki/System/How_to_create_an_API_Member_and_API_Keys

Either you can grant Office Protect an admin role (go to step 2), or create a new custom one:

• Go to System > Security Roles

• Click  New Item
• Enter a new Role ID, e.g. “OfficeProtect”
• Click Save
• Add the required permissions:

            By default, all permissions are at “None”. You need to switch 4 of them to “All”.

Required permissions:

• Companies – Company Maintenance – Inquire All allows us to retrieve your list of companies so you can match them with tenants.
• Service Desk – Service Tickets – Add All allows us to create new tickets on your platform, Edit All allows us to edit these tickets. We cannot have these permissions granted without the Inquire one.

Optional permissions:

These two permissions allow Office Protect to fetch the API user's default service board and the list of ticket statuses, so the Ticket Creation Settings section can be displayed in the configuration form.

• Click Save

Note: we may require other permissions in the future as the product evolves.

After the new Security Role creation:

• Go to System > Members

        

• Go to the API Members tab and click  New Item
• Fill out the form:
  1. The member ID, e.g. “OfficeProtect”
  2. The member Name, e.g. “Office Protect”
  3. The Role ID: the one you previously created “OfficeProtect” or Admin role if you didn’t create a new Security Role
  4. Service Defaults: in Default board, select the board in which you want Office Protect to create your events. If you don't select any board,tickets will be created in ConnectWise default board.
     
  5. If necessary, change the default values in the other fields
• Click Save

While you are on the freshly created OfficeProtect API member sheet:

• Go to the API Keys tab

• Click  New Item
• Enter the API key Description, e.g. “Office Protect integration”
• Click Save: the Public and Private keys should be displayed below the description.
  Important: Make sure you save the Private Key, as you won’t be able to retrieve it after closing the page