Documentation

ConnectWise Integration Guide

Integrations
Updated Apr 14, 2026

Overview

The ConnectWise integration for ChangeBreeze allows you to seamlessly connect your change management workflow with your ConnectWise PSA environment. This integration provides automatic ticket linking, real-time status updates, and device synchronization.

Key Features

1. Ticket Linking

  • Link change controls to ConnectWise service tickets
  • Search and select tickets directly from the change form
  • Filter by specific boards to ensure only intended service tickets can be linked to change controls.

2. Automatic Ticket Status Updates

  • ConnectWise Ticket status automatically updated as changes progress
  • Configurable status mappings for each change lifecycle event
  • Supports change created, approved, scheduled, completed, and cancelled events
  • No manual ticket status updates needed

3. Automatic Resource Assignment

  • Change creator and approvers automatically added as ConnectWise ticket resources
  • Technical and operational approvers assigned to ticket schedule
  • vCAB members added for committee-approved changes
  • Unscheduled resource assignment for members not in ConnectWise

4. Automatic Ticket Notifications

  • Approval notifications posted as internal notes
  • Implementation status updates (started, completed, failed)
  • Automatic schedule with engineer resource assignments
  • Approval comments and completion notes

5. Time Entry Integration

  • Quick access to ConnectWise time entry from change detail page
  • Opens as popup window (like ConnectWise native experience)

6. Device Synchronization

  • Import ConnectWise configurations as devices
  • Reference devices in change controls using @hostname syntax
  • Device type mapping

Setup Instructions

Prerequisites

Before you begin, ensure you have:
  • ConnectWise PSA account with API access
  • Company Identifier (e.g., "yourcompany")
  • Public API Key and Private API Key from ConnectWise
  • Admin or MSP-level permissions in ChangeBreeze

Step 1: Obtain ConnectWise API Credentials

  1. Log in to your ConnectWise Manage instance
  2. Navigate to System > Members
  3. Select the API member account (or create one)
  4. Go to the API Keys tab
  5. Generate or retrieve:
    Public Key
    Private Key
Important: Keep these credentials secure. Anyone with access to these keys can access your ConnectWise data.

Step 2: Enable ConnectWise Integration in ChangeBreeze

  1. Navigate to Organisation Settings > Integrations
  2. Click on ConnectWise
  3. Toggle Enable ConnectWise Integration to ON
  4. Enter your ConnectWise details:
    Base URL: Your ConnectWise instance URL Example: (https://staging.connectwisedev.com/v4_6_release/apis/3.0)
    Company ID: Your company identifier
    Public Key: Your ConnectWise public API key
    Private Key: Your ConnectWise private API key
  5. Click Save Settings
  6. Click Test Connection to verify the credentials
You should see "Connection successful" if everything is configured correctly.

Step 3: Map Companies

Map each ChangeBreeze company to its corresponding ConnectWise company:
  1. In the Company → ConnectWise Company Mapping section
  2. For each company
  3. Click the ConnectWise Company dropdown
  4. Search and select the corresponding ConnectWise company
  5. (Optional) Click Filter Boards to select specific service boards

Step 4: Configuration Type Mapping (Optional)

To sync ConnectWise configurations as devices:
  1. Scroll to the Configuration Type Mapping section
  2. For each ConnectWise configuration type:
    - Select a ChangeBreeze device type from the dropdown
    - Click Save
  3. Only mapped types will be imported during sync

Example Mappings:
ConnectWise "Server" → ChangeBreeze "Server"
ConnectWise "Network Switch" → ChangeBreeze "Network Switch"
ConnectWise "Workstation" → ChangeBreeze "Workstation"

Step 5: Sync Configurations

To import devices from ConnectWise:
  1. Scroll to the Configuration Sync (Devices) section
  2. Click Sync Configurations Now
  3. Confirm the sync operation
  4. Review the sync results (created, updated, skipped counts)
Note: Only configurations with mapped types will be imported.

Step 6: Configure Ticket Status Mappings

To enable automatic ticket status updates:

1. Scroll to the Ticket Status Settings section
2. Toggle Auto-Update Ticket Status to ON
3. For each change lifecycle event, enter the desired ConnectWise ticket status:
  • Change Created: Status when a ticket is linked to a new change (e.g., "Change Linked")
  • Fully Approved: Status when change receives all required approvals (e.g., "Scheduled")
  • Change Scheduled: Status when implementation is scheduled (e.g., "In Progress")
  • Change Completed: Status when implementation finishes successfully (e.g., "Resolved")
  • Change Cancelled: Status when change is cancelled (e.g., "Cancelled")
4. Click Save Settings
 
Important: Enter the exact status names as they appear in ConnectWise. Status updates will only work if the status exists in your ConnectWise board.
 

Using the Integration

Linking a Change to a ConnectWise Ticket

  1. Create or edit a change control
  2. In the ConnectWise Ticket field Start typing a ticket number or summary then select it
  3. Save the change
The ticket link is now active!
 
What happens automatically?
  • A note is posted to the ConnectWise ticket with change details and link
  • If configured, the ticket status is updated to your Change Created status
  • Change creator and approvers are added as resources to the ticket
  • The ticket link widget appears on the change detail page
 

Viewing Linked Ticket Information

Once a change is linked to a ConnectWise ticket:

1. Open the change detail page
2. Navigate to the Overview tab
3. Find the ConnectWise Ticket section (half-width widget)
4. View:
  • Ticket Number with direct link to ConnectWise (opens in new tab)
  • Ticket Status from ConnectWise
  • Ticket Summary for quick reference
  • Add Time Entry button for quick time tracking

Adding Time Entries

To quickly log time against a linked ConnectWise ticket:
1. Open the change detail page
2. In the ConnectWise Ticket widget, click Add Time Entry
3. A popup window opens with the ConnectWise time entry form
4. The form is pre-populated with:
   - Your ConnectWise member information
   - The linked ticket number
   - Current date and time
5. Add your work description and adjust time as needed
6. Save the time entry in ConnectWise

Note: The time entry button only appears if you exist as a member in ConnectWise (matched by email address).
 

Automatic Ticket Status Updates

When automatic status updates are enabled, ConnectWise ticket status changes automatically:

Change Created / Ticket Linked

  • Ticket status updated to your configured Change Created status
  • Internal note posted with change details and link
  • Resources added: Change creator, approvers, and vCAB members (if applicable)

Technical/Operational Approval

  • Internal note posted to ticket with approver name and comments
  • Ticket status updated to "Fully Approved" status when all approvals are received
  • Visible only to technicians

Change Scheduled

  • Ticket status updated to your configured "Scheduled" status
  • Schedule entry created with implementation window
  • Resources assigned to ticket schedule (if they exist in ConnectWise)
  • Detailed description updated on ticket with implementation plan

Implementation Started

  • Internal note posted: "Implementation Started"
  • Includes start time and implementer

Completed Successfully

  • Ticket status updated to your configured "Completed" status
  • Internal note posted with completion details and test results

Change Cancelled

  • Ticket status updated to your configured "Cancelled" status
  • Internal note posted with cancellation reason

Failed/Rollback Required

  • Internal note posted: "Failed - Rollback Required"
  • Includes failure reason and rollback notes

Automatic Resource Assignment

When a change is linked to a ConnectWise ticket, the following users are automatically added as resources:
  • Change Creator: Person who created the change
  • Technical Approver: Technical approval authority
  • Operational Approver: Operational approval authority  
  • vCAB Members: All active committee members (for vCAB-approved changes)
 
How it works:
1. ChangeBreeze looks up each user in ConnectWise by email address
2. If the user exists as a ConnectWise member, they're added to the ticket schedule
3. An internal note is posted for each successfully added resource

Benefits:
  • Automatic team visibility in ConnectWise
  • No manual resource assignment needed
  • Keeps ticket scheduling synchronized with change approvals

Referencing Devices in Change Controls

Once configurations are synced, you can reference them in change descriptions:
1. Type @ followed by the device hostname
2. Example: @server01 or @firewall-main
3. The device will be automatically linked to the change

Benefits:
  • Track which devices are affected by changes
  • View device details from the change control
  • Generate reports on device changes

Board Filtering

You can filter which ConnectWise boards are visible when linking tickets in ChangeBreeze:

1. In the Company Mapping section under ConnectWise Integration settings
2. Click Filter Boards for a company
3. Select the boards you want to include
4. Click Apply

Use Case: If you only want to show "Service Board" and "Project Board" tickets, select only those boards. This simplifies ticket selection for users.

 

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