When configuring the ConnectWise integration in Bocada Cloud, selecting "Enable auto-closing of tickets" requires numeric Service Board Status IDs instead of status names.
Overview
The process is:
- Identify your ConnectWise codebase version
- List your Service Boards
- Retrieve the Status IDs for the specific Service Board you are using
- Enter those IDs into the auto-closing fields in Bocada Cloud
Before you begin
You will need the following values from the Edit Connection page in Bocada Cloud:
- Instance Name
- Company Name
- Public Key
- Private Key
- Client ID
What these IDs are used for
These Status IDs are required when you enable "Allow auto-closing of tickets" in the ConnectWise ticketing integration.
The IDs are used to populate:
- Available States
- Auto-Close Eligible States
- Resolved Incident State
Step 1 — Confirm your ConnectWise codebase version
In your preferred browser, go to the following endpoint:
staging.connectwisedev.com/login/companyinfo/[CompanyName]
Replace [CompanyName] with your company name.
Example:
staging.connectwisedev.com/login/companyinfo/bocada_f
This will show which codebase version your ConnectWise instance is running on.
Step 2 — Build the Authorization header
The API calls use HTTP headers for authentication.
To build the Authorization header, use this format:
Authorization: base64(CompanyId+PublicKey:PrivateKey)
You can use any trusted Base64 encoder tool to generate this value:
Step 3 — Configure the request headers
Open your browser’s Network Console or use your preferred API tool.
Add these two headers:
- Authorization
- clientId
Use the values gathered from the Bocada Cloud connection page.
Step 4 — List your Service Boards
Send the following request to list the configured Service Board IDs:
https://api-staging.connectwisedev.com/v2025_1/apis/3.0/service/boards/
Replace v2025_1 with your actual codebase version from Step 1.
In our testing environment, we used the "Job Failure" service board.
Step 5 — Retrieve the Status IDs for the selected Service Board
Once you have the correct Board ID, send this request:
https://api-staging.connectwisedev.com/v2025_1/apis/3.0/service/boards/[boardId]/statuses?fields=id,name,closedStatus,inactive,sortOrder
Replace:
- v2025_1 with your actual codebase version
- [boardId] with the appropriate Service Board ID
Example:
https://api-staging.connectwisedev.com/v2025_1/apis/3.0/service/boards/12/statuses?fields=id,name,closedStatus,inactive,sortOrder
This will return the available Status IDs and corresponding Status names for that board.
Step 6 — Enter the returned IDs in Bocada Cloud
Once you have identified the correct statuses for your Service Board, enter those numeric IDs into the auto-closing fields in Bocada Cloud.
Typical mapping example:
- Available States: all statuses you want available in the configuration
- Auto-Close Eligible States: statuses that should allow Bocada to auto-close the ticket
- Resolved Incident State: the status ID that should be used when the incident is considered resolved
Example status list:
Using the example above, you might choose "Closed (resolved)" for Auto-Close Eligible States and "Resolved" for Resolved Incident State, depending on your ConnectWise workflow.
Notes
- The Status ID is the numeric value required by the Bocada Cloud auto-closing fields.
- Make sure you are using the correct Service Board ID, since statuses are board-specific.
- Make sure the API endpoint version matches your ConnectWise codebase version.
Troubleshooting
If the request does not return the expected results, check the following:
- The Company Name is correct
- The Public Key, Private Key, and Client ID are correct
- The Authorization header was encoded correctly in Base64
- The endpoint version matches your ConnectWise codebase version
- You are querying the correct Service Board
If you still run into issues, please open a support ticket and include:
- the endpoint you are calling
- the response received