ConnectWise PSA Setup Guide

Purpose

This document outlines the standardized steps for setting up an API integration between ConnectWise PSA (Formerly known as ConnecWise Manage) and Mizo, including API key creation and Pod configuration.

Section 1 – Setting up the base configurations in Mizo

Step 1: Configure Integration in Mizo

1. Log into the Mizo console.
2. In the left-hand menu, go to Integrations.
3. Select ConnectWise PSA from the list.

Step 2: Enter ConnectWise configurations

1. 1. Instance URL:
      • Your ConnectWise instance URL (e.g., https://{{your-company-name}}.connectwise.com).
   2. Company ID:
      • Your ConnectWise Company ID used during authentication.
   3. Public Key:
      • Will be covered in section 2.
   4. Private Key:
      • Will be covered in section 2.

Section 2 – Creating an API Key in ConnectWise PSA

Step 1: Log in to ConnectWise PSA

• Sign in to your ConnectWise PSA instance using an Administrator account.

Step 2: Create a Security Role for the Integration

1. Navigate to System > Security Roles.
2. Click + to add a new role.
3. Configure the role:
   • Role ID: Mizo Agent Role
   • Click Save.
4. Apply the following permissions:

Permissions Matrix

Module	Feature	Permissions	Notes / Restrictions
Company	Company Maintenance	Edit, Inquire → All	-
	Contacts	Add, Edit, Inquire → All	-
	Manage Attachments	Edit, Inquire → All	-
	Notes	Add, Edit, Inquire → All	-
	Team Members	Inquire → All	-
Projects	Project Contacts	Inquire → All	-
	Project Tickets	Add, Edit, Inquire → All	-
Finances	Agreements	Inquire → All	In the customize popup, make sure all options are in the Allow Access column. Here an example
Service Desk	Change Approvals	Add, Edit, Inquire → All	-
	Close Service Tickets	Add, Edit, Inquire → All	-
	Merge Tickets	Add, Edit, Inquire → All	-
	Resource Scheduling	Add, Edit, Inquire → All	-
	Service Ticket - Dependencies	Add, Edit, Inquire → All	-
	Service Tickets	Add, Edit, Inquire → All	-
	SLA Dashboard	Inquire → All	-
System	Table setup	Inquire → All	Make sure the following are in the Allow Access to these list: Service / [...], Time / [...], Scheduling / [...], General / Calendar, Company / Company Status , Company / Configuration Status, Contacts / Contact Type.
	Security Roles	Inquire → All	-
Time & Expenses	Time Entry	Add, Edit, Inquire → All	-
	Time Entry Billable Option	Add, Edit, Inquire → All	-

Step 3: Create an API Member

1. Go to System > Members.
2. Open the API Members tab.
3. Click + to create a new API member.
4. Fill in the following details:

   • Member ID: mizo_ai_agent

   • Role ID: Mizo Agent Role

   • Level: Typically Corporate

     CAUTION

     Access to boards can be managed in Mizo. You don’t have to restrict access to board in ConnectWise PSA.
     
     If you choose to do so, the Restrict Board Access setting acts as a blacklist. So make sure that the boards you want to enable are not in that list

5. Click Save.

Step 4: Generate the API Keys

1. Once the API Member is saved, go to the API Keys tab.
2. Click + to generate a new API key.
3. Configure:
   • Key Name: e.g., MyIntegrationKey
4. After saving, note the generated keys:
   • Public Key, add it to the mizo console.
   • Private Key ⚠️ Important: The Private Key is displayed only once — copy it immediately and add it to the Mizo console.

Step 5: Save configuration in Mizo

1. Save the configuration in the Mizo console.
2. Ensure that the connection test is successful. If not, validate the login information or API keys.
3. Copy the Pod URL for the next section.

Section 3 – Creating the Mizo Pod in ConnectWise PSA

Step 1: Log in to ConnectWise PSA

• Use an Administrator account to sign in.

Step 2: Navigate to Hosted API Settings

1. Go to System > Setup Tables.
2. Search and select Manage Hosted API.

Step 3: Add a New Hosted API (Pod)

1. Click + to add a new entry.
2. Fill in the following fields:
   • Description: Mizo Agent Pod
   • Screen: Service Ticket
   • Origin: https://app.mizo.tech
   • URL: The pod URL from section 2 (e.g., https://app.mizo.tech/hostedapis/connectwiseiframe/{{your-company-id}}).
   • Pod Height: Recommended value: 900
3. Click Save.

Section 4 – Test setup

Step 1: Navigate to one ticket

• Open a ticket in your ConnectWise PSA service desk
• The Mizo pod should appear.
  • While Mizo is catching up on your ticket, you might receive an error that this ticket is not processed by Mizo. This is normal.

Troubleshooting

API member not found

• Please validate that the member id mizo_ai_agent is set for the Mizo Api Member. The name has to be an exact match.

Forbidden error

• Please validate that the permission Security Roles --> Inquire --> All is present on the Mizo ApiMember