ConnectWise User Guide

Overview

ChannelOnline now offers customers the ability to integrate with ConnectWise. The new ConnectWise integration offers synchronization of customers, quotes and sales orders from ChannelOnline.

The ConnectWise application provides service agreement tracking, service ticketing, CRM, project manager and sales manager functionality. Many ChannelOnline customers are looking to leverage the quote and order functionality of ChannelOnline and the service and project elements of ConnectWise. To help these customers, 1WorldSyncContent Solutions and ConnectWise have worked together to help get our clients the most out of the two applications. This effort has brought forth some effective ways to synchronize and exchange data between the platforms.

In general, a reseller would like to be able to have products on a ChannelOnline quote or sales order and move that information into the ConnectWise application as a product on an opportunity or as a sales order. These products can then be available as line items under the products tab from within an opportunity in ConnectWise.

BASIC USER & BACKEND FUNCTIONALITY

The main areas of functionality between the two applications include:

• 1. Import customer and contact data from ConnectWise into ChannelOnline: singly, bulk, or scheduled
  • Import under the Customers tab on the view all customers page or on the jobs
    synchronization page
• Export customer and contact data from ChannelOnline to ConnectWise: singly, bulk, or scheduled
  • Export command on the customer view page or on the jobs synchronization page
• Exporting a quote/sales order into ConnectWise and creating a new opportunity
• Exporting a quote/sales order line items into an existing opportunity by assigning the ChannelOnline document an opportunity name from ConnectWise
• Add products from multiple ChannelOnline Quotes into a single ConnectWise opportunity for the same company
• Create products in the ConnectWise database when the category, sub-category and manufacturer name are present (backend process)
• Map categories and sub-categories between the applications
• Map Sales reps from ChannelOnline to Members in ConnectWise

Requirements

• ConnectWise integration in ChannelOnline enabled
• ConnectWise PSA service (Hosted or Local)
• ConnectWise Internet Client (www.connectwise.com/install)

Setup Instructions

In ConnectWise:

Generating a new Public and Private key in ConnectWise:

1. Log into ConnectWise as a user with administrative privileges. Before clicking Login, record the Site field (will likely be a URL most likely in some form of https://na.myconnectwise.net/) and the Company ID.
2. Go to System -> Members.
3. Identify an existing member in this list that has admin rights (Role is set to admin)
4. View the member and click the tab for API Keys.
5. Click the + icon.
6. Enter a description, then click Save.
7. Important: copy and paste the Public Key and Private Key to an external file, such as a text file. This is this only opportunity for you to view the Private key after it is generated.
8. These values will be entered into ChannelOnline in the next section.

In ChannelOnline:

1. Go to Admin -> Company Settings -> Global Custom Fields.
2. Create a new Custom Field at the Document Level. This field will be used for the ConnectWise Opportunity ID, so please name it accordingly. It will be of type Text Input and will have a length of 0 to 200 characters. Under Usage, check the boxes for Quotes & Orders and Invoices.
3. Click Save in the left column, then go back to this field and check Enable and then click Save at the bottom of the page.
4. Go to Admin -> Integrations. If presented with multiple Go to integration links, click the one for ConnectWise.
5. Click the box for Enable.
6. Set the Connection URL to the value from step 1 in the previous section. Use the first field if it is some variant of na.myconnectwise.net. If it is not and your company hosts ConnectWise on your own server, use the second field (where you click Use custom URL).
7. Set the Company Name to the value from step 1 in the previous section.
8. Set the Integration Login ID and Password to the values you created and made in the Integrator Login table.
9. Enter the Public and Private Key saved from the prior section.
10. Check the box for Show Export to ConnectWise on each document… and set the dropdown on the right to the custom field you made in steps 2 and 3 above.
11. The checkbox for Use the above custom field to search for ConnectWise Opportunity # instead of Opportunity Name. is used to determine if you want the search for new and existing docs to be on the Opportunity Name instead of the ID (both are valid identifiers in ConnectWise).
12. You have the option of making it so that the salesreps do not have to specify an Opportunity ID prior to syncing a document. If you allow for this behavior, then if the Opportunity ID field is blank upon the syncing of the document, the document number will be used as the Opportunity ID. To enable this, check the box for Allow Empty Opportunity IDs within ChannelOnline to be exported. (NOTE: These documents will be exported to ConnectWise with the ChannelOnline Doc # as the Opportunity Name.).
13. We recommend not checking the box for Assign customers to the sales representative that is logged in… because the default behavior when creating a new customer in ChannelOnline is to simply copy the value of Account Manager over from ChannelOnline. Checking this box will change the value to the person running the sync if that person is different.
14. Check the box for Use ChannelOnline manufacturer part-number as the product part-number in ConnectWise. Not doing this will make it so that the product is created in ConnectWise as having a part number being the mfr part number followed by a hyphen followed by the first few characters of the manufacturer name.
15. Disable status changes on document updates. i.e. Do not change Opportunity status in ConnectWise after the initial export from ChannelOnline. Recommend to not check this if you want to potentially sync a document more than once.
16. Disable Quote documents with the status of On Hold from being sent or synced with ConnectWise. You have the ability to tell the sync job to not sync any documents of type Quote and status On Hold. If you do not utilize Quote status at all, you can leave this checkbox unchecked.
17. Map Address Code to ConnectWise Site name for billing and shipping addresses. If this is checked, then when billing and shipping addresses are added to the list of Sites in ConnectWise, the Site name in ConnectWise will be mapped to the address code in ChannelOnline for that address.
18. Use latest version of the API (2019.1). By default, 3.0.0 will be used. We recommend checking this. Leaving this unchecked has the potential of making the integration not work in the future if ConnectWise chooses to not support older security protocols.

Notes on this current screen:

• From now on when you go to Admin -> Integration (if you have only one integration set up) or Admin -> Integration -> Go to integration for ConnectWise, you will be brought to this screen.
• Synced Items:
  • This section gives you a brief overview of the number of items that have synced in the past 7 days. Currently all values read None because nothing has been synced, but once you start syncing items, these will change to numbers. Clicking on the number for a corresponding item type will bring up a more detailed view of the synced items. While in that screen, you have the capability of searching among all synced items, going back further than 7 days, and deleting synced item entries (Deleting a synced item will not delete the item from ChannelOnline or from ConnectWise. Rather, it will simply delete any record of the item having ever been synced. This is helpful because in the future, we may encounter a debugging matter that involves syncing the item for the “first time” and that can be encountered by making sure no synced item entry exists for this item.)
  • Customers Export Exception Report: This will give you a list of customers from ChannelOnline that will not map to a ConnectWise customer or have a new ConnectWise customer created for it due to reasons such as a duplicate name or a name that is too long. You can correct the name on this screen and save it to work around this limitation.
• Connection:
  • Clicking Edit will bring you to the first screen from when you initially clicked the Enable
• Settings: To be discussed one section at a time right now.

SalesRep Mapping:

This screen is used to map salesreps between ChannelOnline and ConnectWise for the sake of automatically determining who the account managers for customers are and who the Sales Reps on opportunities are.

1. Click on Map SalesReps within ChannelOnline to ConnectWise Users.
2. For each SalesRep in ChannelOnline, enter the corresponding ConnectWise Username in the ConnectWise User column and fill in the field under ConnectWise User Location. You can find both of these values in the table under System -> Members in ConnectWise.
3. Enter the Business Unit (which shows up as work role, team, or department) and User Territory.
   1. Note: ConnectWise User Territory on COL corresponds to Default Territory on CW. The Default Territory can be found under Settings-> Member -> select the Member name and under the section CRM, you will see field called Default Territory.
4. Click Save.
5. Note: If you add new salesreps to ChannelOnline, you will have to go back to this screen and map them accordingly.

Product Integration Mapping:

1. Click Map Product Info.
2. Product Type Mapping
   • ChannelOnline has 4 different product types: Product, Service, Labor, and Fee. ConnectWise product types are configured under the Setup Table called Product Type. When a product is synced from ChannelOnline to ConnectWise, the ChannelOnline product type is going to need to correspond to one of the ConnectWise product types. Set those values based on your preferences here, either by entering values that already exist in the setup table or by adding values to the setup table and then entering them here.
3. Product Class Mapping: This is driven by the Product Type table also.
4. Shipping Mapping: Since we send over shipping charges as a new line item on ConnectWise Opportunities, this is where you go to specify the ID of an existing part in ConnectWise to use for that charge.
5. Tax Code: This setting allows for a reseller to set a tax code for use with the ConnectWise integration. This will ignore the COL tax codes and send this code to CW in their place.

Map ChannelOnline categories to ConnectWise categories

Click Map ChannelOnline categories to ConnectWise categories. This is where you specify the category and subcategory values to be used when populating the products table. The left column of the table will show categories and sub categories in ChannelOnline (if the value is bolded and left justified, it is a category, and if it is not bolded and is indented to the right a little bit, it is a sub category underneath this category).

• There are two options:
  • Use the names from ChannelOnline. If you wish to make the categories and sub-categories the same from ChannelOnline to ConnectWise, you will need to go to the ConnectWise setup tables called Category and Subcategory and manually add these values into ChannelOnline.
  • Use the mapping below. If you wish to map ChannelOnline categories to already existing categories in ConnectWise, or if you wish to make the ConnectWise values not the same value as that used in ChannelOnline, you will fill this section out. The values entered under ConnectWise Category will need to exist in the Category and Subcategory setup tables prior to being used. You will also be able to enter a default value to be used in case that corresponding field is blank.
• Note on the Subcategory setup table in ChannelOnline: There is a value for Category, where you specify which category this subcategory lies under. This value will need to correspond to the category in ChannelOnline as well. As an example of this, if you map ChannelOnline subcategory Notebooks (whose parent category is Systems) to a subcategory called Notebooks in ConnectWise, but the ConnectWise parent category is not called Systems and is not mapped to Systems, you will encounter an error when trying to sync a product for this.
• To remove a value, instead of clearing the text out and clicking Save, you need to click the Delete button in the right column.
• Finally, Click Save at the bottom or top of the table to save your changes.

• Note: If manually mapping your categories, you can hold off on mapping categories that you know you will not use to save time.

Mapping customers:

Do you have existing customers in your ConnectWise environment that also exist in your ChannelOnline one? If so, you will need to map them accordingly.

Prior to mapping customers, if your customer list in ConnectWise consists of customers of multiple types, such as prospect or vendor, you can filter the list of customer types and statuses to import when clicking on the Import and Map link by clicking on Customer Types and Statuses, where you can specify which types you want to include. If these fields are blank, then all types and statuses will be considered.

To do map customers, you can click on Import and Map Customers from ConnectWise. What this will do is run a job that will go into your ConnectWise environment and do one of two things:

• If it encounters a customer in ConnectWise that is not mapped, but whose Company ID value is the same as a ChannelOnline customer number, those customers will be mapped automatically.
• If it encounters a customer in ConnectWise that is not mapped and whose Company ID value is not found in ChannelOnline, it will be shown in a list on the next screen and you will be able to specify which customer from ChannelOnline this ConnectWise customer maps to by typing the name into a field.

Clicking on just Map Customers instead of Import and Map will bring you to the Map Customers screen without running the job.

Account Types Mapping

There is where you go to map Account Types within ChannelOnline to ConnectWise Account Types. To map, select the corresponding ConnectWise Account Type record from the dropdown to the right of the ChannelOnline Account Type.

Opportunity Stage Mapping

This is where you go to map the ChannelOnline Stage Types to the corresponding ConnectWise Stage Type record. To map, select the ConnectWise Stage Type from the dropdown to the right of the ChannelOnline Stage Type.

In addition, there is a checkbox which you can check if you wish to map the Quote Expiration Date to ConnectWise Opportunity Close Date.

Opportunity Status Mapping

There is where you go to map the ChannelOnline Quote statuses to the corresponding ConnectWise Status record. To map, select the ConnectWise Status from the dropdown to the right of the ChannelOnline Quote Status.

Vendor Supplier Mapping

This is where you go to specify which ChannelOnline supplier each of the vendors in ConnectWise maps to. This is used primarily in product entries on ConnectWise.

Complete Reset

The link in this section will be utilized for completely resetting your settings, details, and clearing out your Synced Items list for this integration for you to start from scratch. One example of when this would be used is switching to a new company ID, where you will have to reestablish products and customers synchronizations.

Mapping Tab

This page is a series of read-only pages that show what values from ChannelOnline map to which values from Connectwise for each of the different types of objects that can be synced. If a value does not show up in this section, there is a good chance it is not taken into account during synchronizations.

Synchronization Jobs:

We have the option of running Jobs if you wish to run jobs for documents or customers in bulk, rather than one at a time. This section is also used to determine when the scheduled jobs are run.

• Customer Job: You can run a job to sync customers from ChannelOnline to ConnectWise or from ConnectWise to ChannelOnline. This direction is determined by the radio buttons under Select a Master Source. If the master source is ChannelOnline, you can specify one customer, all customers, or a range of customers by date. If ConnectWise is the master, you can specify all customers or a specific customer. Note: we recommend not running this job until the mapping of all existing customers is done; this will prevent duplicates.
• Quote job: You can run a job of all documents from ChannelOnline to ConnectWise. You can specify a specific quote or a range of quotes by date.

Both jobs have the capability of running on a regular schedule, and the Scheduled Jobs section on this page will show you all jobs that are currently on a schedule.

• Job History will show the history of recent jobs that have been run. The Status column will have a number fraction value when the job finishes. If this value is hyperlinked/clickable, you can click it and view messages regarding why certain items have not synced. This section will have results for both Jobs that have run and for individual synchronizations that were ran by a user and were not fully successful.

Individually Syncing a customer

To sync just one customer at a time from ChannelOnline to ConnectWise, go to the customer page and click on the link that says Export to ConnectWise. This will create in ConnectWise both a new customer entry and all new contacts under this entry. If the job completes successfully, you will remain on this same page and a message will pop up showing this was synced successfully. If the job is not successful, you will be brought to the Synchronization Jobs page and you will be able to view messages related to this sync in the job History section.

To sync just one customer from ConnectWise to ChannelOnline, you can go to the Customers Tab in ChannelOnline and click on Import From ConnectWise. You will be asked for the customer number or the company name.

Since ChannelOnline version 7.9: Select individual contacts to be imported from ConnectWise if you don’t want all those contacts in ChannelOnline. When importing an account from ConnectWise uncheck the ‘Import all Contacts’ checkbox. After the account info has been imported you will be able to import contacts using the ”Import/Map all Contacts from ConnectWise’ button on the account view.

Since ChannelOnline version 8.2: We now have the ability to export all stored billing and shipping addresses to ConnectWise as new Sites. This can be done under the Actions widget in the Account view (there is a link called Export Account Addresses to ConnectWise).

Individually Syncing a document

First, please ensure that the customer and contact have been synced. Then, go to the document and click on the link that says Export to ConnectWise. If the job completes successfully, you will remain on this same page and a message will pop up showing this was synced successfully. If the job is not successful, you will be brought to the Synchronization Jobs page and you will be able to view messages related to this sync in the job History section.

Depending on the ChannelOnline document type, the resulting Opportunity will show as an Opportunity in Open Status (if the document is a Quote or Sales Order) or as an Opportunity in Won Status (if the document is an Invoice).

Since ChannelOnline version 7.9: We have incorporated the use of an opportunity selector. Use a document custom field to search for ConnectWise Opportunity # instead of Opportunity Name. Select the search button near the ‘ ConnectWise Opportunity # ‘ field. Click it and choose the opportunity you just created. Allows for multiple COL quotes to be on the same ConnectWise opportunity.

Since ChannelOnline version 8.2: Shipping charges are now synced to ConnectWise Opportunities as a new line item.

Note on syncing contacts for customers that were mapped using the Map Customers screen

When you sync a customer using the Map Customers screen, the customer/company will be synced automatically but the contacts will not. To sync contacts for already-synced customers, verify that the contacts in both environments have the same email address, and then use “Import from Connectwise” on the Customers screen. Attempting to use Export to ConnectWise on the individual customer will duplicate the entry.