How do I integrate Bocada Cloud with ConnectWise for ticketing?

Automatically generate tickets in ConnectWise when a backup job or data collection fails

1. Add a Ticketing Integration to ConnectWise in Bocada Cloud

• Log into Bocada Cloud
• On the left navigation menu, select Administration > Ticketing Integrations > +Add
• Click the ConnectWise tile

2. Follow the instructions in the integration guide 

Integrating with ConnectWise is complex and the Bocada created a detailed guide for Bocada Enterprise that can be used by Bocada Cloud customers as well. Access the ConnectWise integration guide on the Bocada Enterprise support portal here. Note: the guide can be viewed and/or downloaded from the top right of the screen under "Files."

3. Set up and Save a Ticket Trigger

After you verified that the connection between Bocada Cloud and ConnectWise is working, create a trigger to automatically generate an incident when a backup job or data collection fails. 

• Click the Set up a Ticket Trigger button on the confirmation page after configuring the integration with ConnectWise. Or, on the left navigation menu, select Administration > Ticketing Integrations > List and click the Add Ticket Trigger icon for the ConnectWise integration you just set up.
• Trigger Name - create a name for this ticket trigger which will display in Bocada Cloud associated with the connection to your ConnectWise instance. You can create multiple triggers for the same ConnectWise connection; therefore, enter a name that will describe the type of trigger you are setting up (e.g. Backup job failure tickets). 
• Parameters: Organizations - select the Organization(s) this ticket trigger will be set up for which identifies the list of connections to backup applications to choose from.
• Parameters: Connections - choose whether the ticket trigger will apply to all or only specific connections to your backup applications.
• Trigger: Type - select whether this ticket trigger will be generated based on a Data Collection Failure or a Backup Job failure.
  • Note: you can set up multiple ticket triggers for a single connection to ConnectWise. Once you create a trigger for one type of failure, you can add another trigger for a different type of failure. 
• Trigger: # - select how many consecutive attempts before the ticket is generated (e.g. a backup job fails 3 consecutive times and then a ticket is generated in ConnectWise). 
• Status Fields Assignments - optionally, when the incident is created in ConnectWise, you can choose to auto-populate other static data fields in the incident with specific values. For example, you can select the Assigned To field and auto-populate a person's name so the incident is automatically assigned to them. 
  • Note: the static data field value you enter in Bocada Cloud must match exactly what is in your ConnectWise incident screen. If you choose to automatically assign an incident to a person, their name needs to be an exact match (Jane Doe -- not Jane or Doe or J Doe) in order for the static field to be populated correctly.  

• Ticket Creation Failure Notification - optionally, you can choose to receive an email notification if the creation of a ConnectWise ticket fails. If you select this option, enter the email address(es) of the recipients of the notification. 
• Save the trigger - click the Save button to save the ticket trigger. You will need to save it before you can create a test ticket. Once saved, the trigger will appear on the Administration > Ticketing Integrations > List page, under the ConnectWise connection. Click the down arrow to display the list of ticket triggers that have been set up.
• Create Test Ticket - once you have saved the ticket trigger, you can test it to make sure it's functioning correctly. Edit the trigger by clicking the pencil icon. Then click the Create Test Ticket button at the bottom of the panel to check that the integration and ticket creation process is successful.