ConnectWise questionnaire

Share this page with your ConnectWise admin before you set up the ConnectWise integration. With these answers you can complete the Xyte wizard yourself.

What the integration does: every Xyte device incident creates a service ticket on a ConnectWise board and sets the closed status when the Xyte incident is resolved. Xyte also registers a ConnectWise callback so it can learn when a ticket closes.

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Hand over secrets securely
Don't write the private key into this questionnaire. Pass it on through a password manager.

1. Owners

#	Question	Why Xyte needs it	Answer
1.1	Who is the ConnectWise admin for this project (name, email)?	They create the API member and keys.
1.2	Which team works the tickets Xyte creates?	Decides the board in section 3.

2. Account and access

#	Question	Why Xyte needs it
2.1	Is ConnectWise Manage cloud-hosted? Which region: North America, Europe, Australia?	Picked as Region. Self-hosted (on-premises) Manage isn't supported.
2.2	What is your Company ID (the company you type on the ConnectWise login screen)?	Entered in the Company field of the Connection step — your login company, not the company tickets are opened for (3.1).
2.3	Has a dedicated API Member been created (System → Members → API Members)?	Tickets are created as this member.
2.4	Does the API member's security role allow: read Companies, add/edit Service Tickets, read Service Boards and statuses, and add/delete System Callbacks?	Xyte creates and updates tickets, lists boards and statuses, and registers a callback to learn when a ticket closes.
2.5	Have a Public Key and Private Key been generated for the API member?	Entered in the Connection step. The private key is shown only once, so copy it when it's created.
2.6	Does ConnectWise restrict API access by IP address?	If yes, contact [email protected] before setup.

3. Where tickets go

#	Question	Why Xyte needs it
3.1	Which company should tickets be opened for?	Picked from a list in the Company step.
3.2	Do incidents from different sites belong to different ConnectWise companies? If yes, list site → company.	A different company can be set per space in Xyte's Routing tab.
3.3	Which service board should tickets go to? It must be active and not a project board.	Picked from a list in the Board step.
3.4	Which board status should new tickets get (e.g. "New")?	Picked as New ticket status in the Statuses step.
3.5	Are any ticket fields mandatory on that board (type, subtype, item, contact…)?	Xyte sends summary, company, board, status, severity, impact and description. Other mandatory fields block ticket creation.

4. Closing tickets

#	Question	Why Xyte needs it	Answer
4.1	Which status means closed on that board (e.g. "Closed", "Resolved")?	Picked as Closed ticket status in the Statuses step. Xyte sets it when the incident resolves.
4.2	Are fields or workflow rules required before a ticket can reach that status?	They would block the automatic close.

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Settle the company and board before you start
Changing the company later clears the board and both statuses. Changing the board clears both statuses. Either turns the integration off until you pick them again.

5. Scope

#	Question	Why Xyte needs it	Answer
5.1	Should every Xyte incident create a ticket, or only those at or above a minimum priority? Xyte's order is Critical > High > Moderate > Low > Planning, so a minimum of High sends High and Critical.	Set in Filtering.

Where the answers go in Xyte

Wizard step	Answers
Connection	2.1, 2.2, 2.5
Company	3.1
Board	3.3
Statuses	3.4, 4.1
Filtering	5.1
Enable	—
Space → Routing tab (after setup)	3.2

Next: follow the ConnectWise setup guide.