Contents

ConnectWise Integration Guide

Made for companies that sell, service, and support technology, users rely on ConnectWise® to achieve greater accountability, operational efficiency, and profitability. Leveraging the Cloud, the ConnectWise platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations. ConnectWise also gives its users access to a powerful network of ideas, experts, and solutions.

This document describes the steps to integrate ConnectWise and WatchGuard Dimension with your WatchGuard Firebox.

Platform and Software

The hardware and software used to complete the steps outlined in this document include:

  • Firebox or WatchGuard XTM device that runs Fireware OS v11.11 or higher
  • ConnectWise online server
  • ConnectWise PSA Client v2016.4
  • WatchGuard Dimension v2.1

Test Topology

The Test Topology diagram

Before You Begin

Before you begin these procedures, make sure that:

  • Your instance of WatchGuard Dimension and your Firebox can communicate with each other
  • Dimension has a connection to your ConnectWise server
  • The ConnectWise PSA Client is installed on your client computer

Set Up Connect Wise

Log In to ConnectWise

  1. Start the ConnectWise PSA Client.
  2. In the Site text box, type the URL of your ConnectWise Server.
  3. In the Company ID, User Name, and Password text boxes, type your ConnectWise account credentials.
  4. Click Login.

Screen shot of ConnectWise log in dialog box

Add Company Contacts

  1. From the navigation menu, select Companies > Companies.
  2. At the top of the Search tab, click .
    The New Company page appears.

Screen shot of ConnectWise dialog box, New Company page

  1. In the Company Overview section, in the Company text box, type the name of the company.
  2. In the Company Details section, in the Company ID text box, type the ID number for the company.
  3. From the Type drop-down list, select Customer.

Screen shot of ConnectWise dialog box, New Company page

  1. Click .

Activate New Company Contacts

  1. From the navigation menu, select System > Mass Maintenance.
    The Mass Maintenance Screens page appears, with the Screen Maintenance List.
  2. Select Company Mass Maintenance.

Screen shot of Company Mass Maintenance dialog box

  1. To find the record for your company, in Company Name text box, type the name of the company. In our example, we type Dimension_A.
  2. Click Search.
  3. In the search results, select the check box adjacent to the company name.
  4. Click Update Selected Records.

Screen shot of Company Mass Maintenance dialog box

  1. From the Company Status drop-down list, select Active.
  2. Click .

Screen shot of Company Mass Maintenance dialog box

Create Integrator Account Credentials

  1. From the navigation menu, select System > Setup Tables.
  2. From the Category drop-down list, select General.
  3. Press Enter on your keyboard.
    The Setup Tables page appears.
  4. Select Integrator Login.

Screen shot of Setup Tables dialog box

  1. To add a user name and password for the Integrator Login, click .

Screen shot of Setup Tables dialog box, add User Name

  1. In the User Name and Password text boxes, type the credentials for this user account.
  2. From the Access Level drop-down list, select All records.

Screen shot of Set Up tables dialog box

  1. To enable API(s) for this account, select the check box adjacent to each API to enable. You can enable any APIs required for your company, but make sure not to select the Service Ticket API and Time Entry API check boxes.
  2. Click .

Specify Management IT Solution Details

  1. Select System > Setup Tables list and select Setup Tables.
  2. From the Category drop-down list, select Company.
  3. Press Enter on your keyboard.
  4. Select Management IT.

Screen shot of Set Up tables dialog box

  1. To add a new Management IT solution, click .

Screen shot of Setup tables dialog box, Management IT Solutions List

  1. In the Name text box, type a name for this management IT solution.
  2. From the Management IT Solution drop-down list, select Custom.
  3. In the Custom Solution Name text box, type a name for this custom solution.
  4. Select Set one login to be used by all members.
  5. In the Username and Password text boxes, type the user account credentials you specified in the Create Integrator Account Credentials section.

Screen shot of Setup tables dialog box, Management IT Solutions List

  1. Click .

Add a Device

  1. From the navigation menu, select Companies > Companies.
  2. In the Company Name text box, type the name for the company. In our example, we type Dimension_A.
  3. Press Enter on your keyboard.
  4. Select the Configuration tab.

Screen shot of Companies dialog box, Configurations tab

  1. Click .
  2. From the Type drop-down list, select Network Security Appliance.
  3. In the Configuration Name text box, type the name of the Firebox.
  4. In the Serial Number text box, type the serial number of the Firebox.
  5. In the Configuration Questions section, in the Unit Display Name text box, type the same Firebox name you specified in the Configuration Name text box.

Screen shot of Configuration Names dialog box, Configuration Details

  1. Click .

Link the Management IT Solution to the Company

  1. From the navigation menu, select Companies > Companies.
  2. In the Company Name text box, type the name for the company. In our example, we type Dimension_A.
  3. Press Enter on your keyboard.
    The Company Search > Dimension_A page appears.
  4. Select the Management tab.

Screen shot of Companies dialog box, Management tab

  1. In the Management Solutions section, click .
  2. From the Solution drop-down list, select the Management Solution you added for your company.
  3. In Managed ID text box, type the text that appears in the ID text box for this company.
  4. From the Device Types drop-down list, select Workstations and Servers.

Screen shot of Company Search dialog box, Management tab

  1. Click Save.

Specify Company Users for Notification

  1. From the navigation menu, select Companies > Companies.
  2. In the Company Name text box, type the name for the company. In our example, we type Dimension_A.
  3. Press Enter on your keyboard.
  4. Select the Management tab.
  5. In the Report Recipients section, click .
  6. From the Notify drop-down list, select Email Address.
  7. In the Who text box, type the email address to send the report to.
  8. Click Save.

Schedule Delivery of the Executive Summary Report

  1. From the navigation menu, select System > Setup Tables.
  2. From the Category drop-down list, select Company.
  3. Press Enter on your keyboard.
  4. Select Management.
  5. In the Schedule Executive Summary section, select the Schedule on day check box.
  6. From the Schedule on day drop-down lists, select the day of the month and the time of the day to send the report.
  7. Click Add new notification.
  8. From the Notify drop-down list, select Email Address.
  9. In the Who column text box, type the email address where you want to send the report.
  10. In the Add new notification section, click .
  11. Click .

Screen shot of Setup Tables ialog box, Management tab

Add a Firebox to Dimension

  1. Log in to Dimension Web UI.
    The Devices page appears with the List tab selected.
  2. Click Add.
    The Add Managed Device wizard appears.

Screen shot of Dimension, Managed Device Wizard, Devices tab

  1. Click Next.
    The Select provisioning method page appears.
  2. Select Manually enter an existing device.

Screen shot of Dimension, Managed Device Wizard

  1. Click Next.
    The Input the information for the single device or FireCluster to add to Dimension page appears.
  2. From the Type drop-down list, select Single Device.
  3. In the Device Name text box, type the friendly name for the Firebox.
  4. In the Serial Number text box, type the serial number for this Firebox.

Screen shot of Dimension, Add Managed Device dialog box

  1. Click Next.
    The Firebox is added to Dimension as a managed device and the Download page appears.

Screen shot of Dimension, Add Managed Device dialog box

  1. To download the WGD file for the Firebox, click Download and select a location to save the file. You must import the WGD file to the Firebox to complete the process to manage it with Dimension. For more information, see Fireware Help.
  2. Click Finish.
    The Firebox appears in the Devices List but is not yet connected to Dimension for logging or management.
  3. Connect to Fireware Web UI for the Firebox you just added to Dimension.
  4. Select System > Managed Device.
    The Managed Device page appears.
  5. Select the Enable Centralized Management check box.
  6. From the Manage Device With drop-down list, select Dimension Command.

Screen shot of Fireware Web UI, System, Managed Devices dialog box

  1. Click Choose File and select the WGD file you downloaded for this Firebox from Dimension.
  2. Click Import.
    The management settings from the WGD file are imported to the Firebox, and the Logging and Managed status on the Device List page change to Yes.

Screen shot of Fireware Web UI, System, Managed Devices, Import, Devices tab

Set Up Dimension

Configure the ConnectWise Settings in Dimension

  1. Log in to Dimension with a user account that has administrator credentials.
  2. Select > Server Management.
    The Server Management pages appears.
  3. Select Configuration.
  4. Select the Reporting tab.

Screen shot of Dimension, Server Management dialog box, Configuration, Reporting tab

  1. To unlock the configuration so you can make changes, click .
  2. Select the Enable ConnectWise Integration check box.
  3. In the ConnectWise Server (Site) text box, type the address of your ConnectWise server. This is the ConnectWise Site information you specified in the Log In to ConnectWise section.
  4. In the Company ID text box, type the ConnectWise ID for your company. This is the Company ID you specified in the Log In to ConnectWise section.
  5. In the Integrator Login and Integrator Password text boxes, type the user name and password of your ConnectWise Company ID. This is the information you specified in Create Integrator Account Credentials section.
  6. From the Server Time Zone drop-down list, select the time zone where your ConnectWise server is located.
  7. To add the Managed ID and Management Solution information for your company, click Add.
    The New Company dialog box appears.
  8. In the Managed ID text box, type the Managed ID for the company. This is the Managed ID information you specified in Link the Management IT Solution to the Company section.
  9. In the Management Solution text box, type the Management Solution for the company. This is the Management Solution information you specified in Link the Management IT Solution to the Company section.

Screen shot of Dimension, New Company dialog box

  1. Click OK.
    This Managed ID for the company appears in the Company Names list.

Screen shot of Dimension, ConnectWise Settings dialog box

  1. To import a CA certificate for your ConnectWise server, click Import Certificate.
  2. Click Choose File and select the CA certificate for your ConnectWise server.
  3. Click OK.
  4. Click Save.

Create a Report Schedule in Dimension

To create a report schedule that sends reports to your ConnectWise server:

  1. Select > Manage Tasks.
    The Manage Tasks page appears.
  2. To unlock the configuration so you can make changes, click .
  3. From the Add drop-down list, select Schedule Reports.

Screen shot of Dimension, Manage Tasks, Schedule Reports dialog box

  1. In the Schedule Name text box, type a descriptive name for this report schedule.
  2. In the Description (Optional) text box, type a description to help you identify this schedule.

Screen shot of Dimension, Manage Tasks, Create Schedule dialog box, Name and Selection

  1. Click Next.
    The Resource Selection page appears.
  2. Select Devices.
  3. From the Devices drop-down list, select Specify Devices.
  4. To add the devices to include in schedule, click and select one or more devices to include in the schedule. For this example, select the device you specified in Add a Device section. You can also add device groups, or FireClusters to a report schedule.

Screen shot of Dimension, Manage Tasks, Create Schedule, Resource Selection dialog box

  1. Click Next.
  2. Select the Send reports to ConnectWise check box.
  3. From the drop-down list, select the ConnectWise Managed ID for the company you added to the Company Names list. This is the Management ID you specified in the Link the Management IT Solution to the Company section.

Screen shot of Dimension, Manage Tasks, Create Schedule, Destination Selection dialog box

  1. Click Next.
    The Report Select page appears.
  2. From the Report types drop-down list, select ConnectWise Reports.
  3. From the PDF Report Language drop-down list, select the language for the reports.
  4. From the Time Zone drop-down list, select the time zone for the reports.
  5. From the Report Template drop-down list, select the template to use for the reports.
  6. For Start Time, select the start time for the reports to generate.

Screen shot of Dimension, Manage Tasks, Create Schedule, Report Selection dialog box

  1. Click Finish.

Test the Integration

When you send reports to ConnectWise, you can choose to include any of these WatchGuard reports:

  • Device Statistics
  • Intrusion Prevention Service Summary
  • Most Popular Domains
  • WebBlocker (Summary, by Category and by Client)

In this example, we review only the Intrusion Prevention Service Summary report sent to ConnectWise.

  1. Configure your Firebox to send log messages for Intrusion Prevention Service traffic, then send traffic through the Firebox to generate log messages for the Intrusion Prevention Service. For more information about how to configure your Firebox to send log messages for this traffic, see Configure Intrusion Prevention.

Screen shot of Intrustion Prevention Service dialog box

  1. When your report is generated and sent to ConnectWise, log in to your ConnectWise server.
  2. From the navigation menu, select Companies > Companies.
  3. In the Company Name text box, type the name of the company. In our example, we type Dimension_A.
  4. Press Enter on your keyboard.
  5. Select the Configuration tab.
  6. In the Configuration Name column, click the name of your Firebox. In our example, we click T30.
    The Configuration T30 page appears.

ConnectWise Company Search dialog box, Configuration tab

In the Configuration Questions section, the information sent from Dimension in the Intrusion Prevention Summary report appears.

Screen shot of ConnectWise Companies dialog box, Configurations, Configuration tab

After the ConnectWise Executive Summary is successfully generated, an email with the summary report is sent to the email address you specified when you configured the settings in the Schedule Delivery of the Executive Summary Report section.

ConnectWise Management Summary email

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