ConnectWise Manage Setup Guide

Purpose

This document outlines the standardized steps for setting up an API integration between ConnectWise 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 Manage 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 Manage

Step 1: Log in to ConnectWise Manage

• Sign in to your ConnectWise Manage 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

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
     • Access to boards can be managed in Mizo. You don’t have to restrict access to board in ConnectWise
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 Manage

Step 1: Log in to ConnectWise Manage

• 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
   • URL: The full Pod URL provided by Mizo after registration.
   • Origin: The pod URL from section 2 (e.g., https://app.mizo.tech/hostedapis/connectwiseiframe/{{your-company-id}}).
   • Pod Height: Recommended value: 600
3. Click Save.

Section 4 – Test setup

Step 1: Navigate to one ticket

• Open a ticket in your ConnectWise Manage 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.