Sophos Central Partner ConnectWise Integration guide
Contents About ConnectWise Integration... 1 Customer usage and other data sent to ConnectWise...1 Set up integration... 3 Initial setup in ConnectWise...3 Initial setup in the Sophos Central Partner console... 6 Sync Sophos Central customers with ConnectWise...9 What happens in the initial sync... 10 Troubleshooting...12 Contact Sophos Support...14 Legal notices... 15 (2018/02/06)
1 About ConnectWise Integration You can connect your Sophos Central account to ConnectWise, a Professional Services Automation (PSA) tool, if the following apply: You are part of the Sophos Managed Service Provider (MSP) program. You use the Sophos Central Partner console. You are a ConnectWise user. Your Sophos Central customer data (in particular, usage of Sophos products) is then synced with ConnectWise. This eliminates the need to update the same data in two places manually and makes it easier to bill customers regularly for the products they use. The license usage data is pulled from the Sophos Central database into ConnectWise at predefined intervals, for example nightly, using the ConnectWise API. Important Monthly billing ONLY is supported. Connectwise Integration does not support yearly billing. 1.1 Customer usage and other data sent to ConnectWise If you're an MSP partner, Sophos Central Partner allows you to manage security for your customers. You can mange security for two customer types: Customers who have purchased termed licenses. Customers who have chosen a monthly usage-based billing model. These customers could use different numbers of different licenses at different times. The customers' product usage is recorded in the Sophos Central Partner console. Syncing this data with ConnectWise allows you to easily bill them for products they used in the past month. If you have problems with the ConnectWise synchronization see Troubleshooting (page 12) for help. Once the integration is set up, the following data is sent to ConnectWise: Customer name License name Usage You can see usage for your monthly customers on the Dashboard, in the Usage For My Monthly Customers section. (See the screenshot below.) 1
Clicking on the View Details link or any of the license categories in the Usage For My Monthly Customers section takes you to the Managed Customer Usage page. The usage data displayed here for each customer is sent to their partner's ConnectWise when the integration is set up. To see a particular customer s license details and usage, select the customer in the list and click License Details. The customer overview page is displayed. 2
2 Set up integration Before customer data can be mapped and synced between the Sophos Central Partner console and ConnectWise, you need to configure ConnectWise and do initial setup tasks. Configure ConnectWise You need to check the following settings in ConnectWise: Product Catalog - Miscellaneous Subcategory The Procurement Catalog items for the Miscellaneous Subcategory are inactive by default. Verify that the Miscellaneous Subcategory and the Miscellaneous Product Type are both are set to ACTIVE. Agreement Name, Customer Name, Customer Descriptionfields: Agreement names must be unique across all customers for PSA Integration. You cannot reuse or repeat agreement names. You can use the default Customer Descriptionor you can change it. If you change the Customer Description and create the product, you cannot then delete the Product from the Catalog. Tip If you are unsure how to do this see the ConnectWise documentation. Initial setup tasks You need to: Make sure that the integrator login account is present in ConnectWise. Generate API keys for integration: a Public Key and a Private Key. In the Sophos Central Partner console: Enter ConnectWise details, including the API keys. These steps are described in detail in the sections that follow. 2.1 Initial setup in ConnectWise Check that you have the integrator login account in ConnectWise. If the integrator account has been removed or deleted, it will need to be recreated before you start. Refer to ConnectWise Integrator Login Setup Table for more information. We recommend that you generate API keys for a member or members, rather than for an account. This gives you greater control over who can access APIs, lets you track activity by members, and helps with debugging (for example, if there is a sync error). Generate API keys as follows. 3
Note For more details, see https://developer.connectwise.com/connectwise/authentication 1. In ConnectWise, go to System > Members. 2. Select the API Members tab and click to add a member. 3. Enter the details of an administrator. In License Class, ensure that API is selected. Save the new member. 4
4. In the list of members, click the new member's name. 5. Select the API Keys tab and click the New Item icon. 6. In the Description field, enter a description for the new key (e.g. Sophos Central Integration). 7. Save the new item. 8. Two API keys are generated and displayed: a Public Key and a Private Key. The PrivateKey is only displayed at the time the key is created. Make a note of both keys, as you will need them to sync Sophos Central customers with ConnectWise. Important Make a note of both keys or copy them to the clipboard as there is no way to recover the Private Key once the tab is closed. 5
9. Ensure that the credientials for the API Keys have the correct permissions to access the Catalog. Permissions are based upon security roles.. a) Assign the Security Permission for (Member) and (Role id) "Admin RW" permission. b) Ensure that the role that has access to Members. Tip If you are unsure how to do this see the ConnectWise documentation. 2.2 Initial setup in the Sophos Central Partner console To set up integration with ConnectWise: 1. Click your account name (in the upper right of the page) and select PSA Integration. 2. On the PSA Integration page, next to the ConnectWise logo, click Get Started. 6
3. Enter the ConnectWise and integration details: ConnectWise Site (URL), ConnectWise Company ID, and API Keys. Click Save. Note If the data you entered is invalid, an error message is displayed. Enter the correct data and click Save again. 4. The PSA Integration page now displays the details of your ConnectWise settings and the list of customers. Sophos Central retrieves all agreements that you have set up in ConnectWise. Each of those existing agreements links a company to an agreement type. 7
Note If you need to view or change your ConnectWise settings in future, click Edit Details under Details in the upper left of the page. Now continue to the next section to sync your Sophos Central customers with ConnectWise. If you have problems connecting with Connectwise see Troubleshooting (page 12) for help. 8
3 Sync Sophos Central customers with ConnectWise By default, when you first set up integration with ConnectWise, customers are not synced (or are ignored ). To sync customer usage and other data with ConnectWise: 1. 2. 3. 4. On the PSA Integration page, find the customer you want to sync. Enter the customer's ConnectWise Customer Name. Select the customer s Agreement. Under Sync to PSA, enable synchronization. Note All unique agreements that are not canceled are synchronized. This includes expired agreements. Attention Sophos expects the agreement names to be unique for a partner. This means that all agreement names are unique across all your customers. If you have problems with agreement names see Troubleshooting (page 12) for help. 5. Repeat for each customer you want to sync. 6. Click Save. Synchronization does not happen immediately. A message is displayed to tell you when synchronizations will happen. Now continue to the next section to see what happens the first time a sync is carried out. If companies are ignored in the synchronization, see Troubleshooting (page 12) for help on resolving the problem. 9
4 What happens in the initial sync When the initial synchronization happens, you'll see changes in ConnectWise and in Sophos Central. What happens in ConnectWise Synchronization does as follows: Creates a Product Catalog in ConnectWise for each Sophos Central product. Creates an Agreement Addition and attaches each Product Catalog to that. You should enter billing information in ConnectWise for your customers, so that they can be billed for their product usage. For more details, see the ConnectWise documentation. Note Do not change the Customer Description field in the catalog. If there are problems with the problems with the Customer Name mapping to the agreement see Troubleshooting (page 12) for help with resolving the problem. What you see in Sophos Central Partner console For customers that are synced, the page now displays synchronization status, their ConnectWise customer ID and agreement type. Note If a synchronization error occurs, click on the error icon in the Sync Status column to see the error details and solution advice. 10
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5 Troubleshooting This section tells you how to resolve problems with the integration between Sophos Central Partner and ConnectWise. You can find help with the following: ConnectWise connection troubleshooting and support (page 12) ConnectWise Customer Name is not mapping (page 12) Sync to ConnectWise failing with error 400 or 404 (page 12) Non-unique agreement names (page 13) Companies are ignored (page 13) You can also find answers to some frequently asked questions in knowledge base article 123945. ConnectWise connection troubleshooting and support You can connect your ConnectWise account to your Sophos Partner console. You can then transfer your customer information to ConnectWise. If you have trouble with setting up the connection try the following: In the ConnectWise Details dialog, check you have entered all the required information correctly and click Save again. Try logging into your ConnectWise account directly. If you are still experiencing problems raise a ticket with Sophos support from your Sophos Partner console. For more information see knowledge base article 123883. ConnectWise Customer Name is not mapping If the Customer Name is not mapping to the Agreements check there are no spaces in the Customer Name. We recommend that you work directly with ConnectWise Support to correct this issue. For more information see knowledge base article 126380. Sync to ConnectWise failing with error 400 or 404 If the synchronization to ConnectWse is failing with an error 400 or 404 there is a problem with the invoice date. You need to amend the start date on the invoice to the next invoice date or to a date after the next invoice date. For more information see knowledge base article 126174. 12
Non-unique agreement names If you are not using unique agreement names across all customers you might see the following problems: The ConnectWise Customer Name changes to a different customer name after you click Save. You can't find the customer name when you are entering data in the ConnectWise Customer Name field. ConnectWise synchronization fails. You must ensure that all agreement names are unique. For more information see knowledge base article 124893. Companies are ignored If the Last Sync information in PSA Integration shows that companies are being ignored, and the sychronization is failing, do as follows: 1. Check the Agreement Name is unique for the ConnectWise Customer Name, see knowledge base article 124893. 2. Verify that the Product Catalog subcategory Miscellaneous is Active in the ConnectWise configuration. 3. Verify that the API keys have the correct permissions to access the Catalog in the ConnectWise configuration. You need to assign the Security permission for Member and Admin RW permission for Role id. 4. If none of the above steps resolve your sync issue contact ConnectWise support. For more information see knowledge base article 126175. 13
6 Contact Sophos Support To get help from Sophos Support: 1. Click Help in the top right of the user interface and select Create Support Ticket. 2. Fill in the form. Be as precise as possible so that Support can help you effectively. 3. Optionally, select Enable Remote Assistance. This enables Support to directly access your Sophos Central session to be better able to help you. 4. Click Send. Sophos will contact you within 24 hours. Note If you selected Remote Assistance, this function is enabled when you click Send. Remote Assistance will automatically be disabled after 72 hours. To disable it sooner, click on your account name (upper right of the user interface), select Licensing & Administration, and click the Sophos Support tab. Submit feedback To submit feedback or a suggestion to Sophos Support: 1. Click Help in the top right of the user interface and select Give Feedback. 2. Fill in the form. 3. Click Send. Additional help You can also find technical support as follows: 14 Visit the Sophos Community at community.sophos.com/ and search for other users who are experiencing the same problem. Visit the Sophos support knowledgebase at www.sophos.com/en-us/support.aspx.
7 Legal notices Copyright 2013 2018 Sophos Limited. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise unless you are either a valid licensee where the documentation can be reproduced in accordance with the license terms or you otherwise have the prior permission in writing of the copyright owner. Sophos, Sophos Anti-Virus and SafeGuard are registered trademarks of Sophos Limited, Sophos Group and Utimaco Safeware AG, as applicable. All other product and company names mentioned are trademarks or registered trademarks of their respective owners. 15