You can configure your Firebox to integrate with ConnectWise, a professional service automation tool. This integration enables service providers to automatically synchronize customer asset information for more efficient device management and monitoring.
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Auto Synchronization of Asset Information — Automatically synchronizes your Firebox asset information and the status of your security service subscription, which includes subscription start and end dates, device serial numbers, and OS versions.
Before you configure ConnectWise integration, make sure the Firebox device asset that you want to automatically synchronize with ConnectWise is not already defined in an existing ConnectWise configuration. Asset synchronization occurs only for Firebox device assets added through automatic synchronization. You must remove any existing ConnectWise configuration associated with the Firebox before you configure Firebox integration.
- Closed-Loop Ticketing of System, Security, and Subscription Events — Configure event thresholds for a wide range of parameters to automatically trigger the creation and closure of tickets, such as security services, device statistics, and subscription statuses. This feature eliminates ticket flooding and false alarms, and automatically closes tickets when issues are resolved. If an event occurs again, the same ticket is reopened so that you can track repeated occurrences of the same event. You can also configure the default priority of tickets. For more information, see About ConnectWise Integration and Configuration.
When ConnectWise closes a Firebox ticket, it checks for any Closed status types to use when it closes the ticket. If there are multiple Closed status types, the integration uses the first item in the list.
- Automated Reporting — Data from your WatchGuard reports are sent to ConnectWise and included in the ConnectWise Executive Summary Reports. This includes data from the Device Statistics, Web Usage Statistics, and Intrusion Prevention Service summary reports.
For more information about how to integrate reports generated by your Report Server or Dimension with ConnectWise, see Configure ConnectWise Integration for Reports.
Configure ConnectWise for Firebox Integration
Before you integrate your Firebox with ConnectWise, you must create a pair of API keys in ConnectWise to enable the Firebox to communicate with the ConnectWise server.
See About ConnectWise Integration and Configuration for more information on how to configure ConnectWise for integration with your Firebox, including API keys, configuration questions, and ticket management.
Configure the ConnectWise Settings on Your Firebox
You can configure the ConnectWise integration settings from Fireware Web UI or Policy Manager.
- Select System > Technology Integrations.
- Click Configure for Connectwise.
The Connectwise configuration page appears.
- Select the Enable ConnectWise check box.
- In the Site text box, type the server address for ConnectWise.
This can be a hostname or an IP address, and can include a port number. Make sure to use the same address specified in your ConnectWise deployment (cloud-based or on-premise server). For example: example.connectwise.com or 203.0.113.1:443. - In the Login Company text box, type the company name for your ConnectWise account.
- In the Public API Key text box, type the public API key from your ConnectWise deployment.
- In the Private API Key text box, type the private API key from your ConnectWise deployment.
For more information about how to get your API keys, go to About ConnectWise Integration and Configuration. - In the Company ID text box, type the company ID of an active company you have configured in your ConnectWise deployment. You must associate the Firebox with an active company.
You can click Lookup to search for a company and select the company from the available list.
- In the Ticket Priority text box, type in a ticket priority that you would like to have assigned to any service tickets created by the Firebox.
You can click Lookup to select the priority from the available list. If no priority is defined, then the Firebox will use the default priority that you have configured in the ConnectWise deployment. You can customize the priority levels in ConnectWise. For more information, go to About ConnectWise Integration and Configuration.
- In the Service Board text box, type in a service board that you would like to have new tickets associated with.
You can click Lookup to select the service board from the available list. If no service board is defined, then the Firebox will use the default service board that you have configured in the ConnectWise deployment. You can customize the service boards in ConnectWise. For more information, go go About ConnectWise Integration and Configuration.
- Select the Use existing Configuration check box if you would like the integration to use a configuration that has already been set up for the Firebox. If this is not selected then the Firebox will create a new configuration.
The ConnectWise integration determines the presence of an existing configuration by searching for a configuration that contains a serial number that matches the serial number of the Firebox.
- Click Test Settings to test your connectivity to the ConnectWise site and to validate the integration settings you have configured.
- Click Save.
- Select Setup > Technology Integrations.
- Select the Enable ConnectWise check box.
- In the Site text box, type the server address for ConnectWise.
This can be a hostname or an IP address, and can include a port number. Make sure to use the same address specified in your ConnectWise deployment (cloud-based or on-premise server). For example: example.connectwise.com or 203.0.113.1:443. - In the Login Company text box, type the company name for your ConnectWise account.
- In the Public API Key text box, type the public API key from your ConnectWise deployment.
- In the Private API Key text box, type the private API key from your ConnectWise deployment.
For more information about how to get your API keys, go to About ConnectWise Integration and Configuration. - In the Company ID text box, type the company ID of an active company you have configured in your ConnectWise deployment.
You must associate the Firebox with an active company. - In the Ticket Priority text box, type in a ticket priority that you would like to have assigned to any service tickets created by the Firebox. You can customize the priority levels in ConnectWise. For more information, go to About ConnectWise Integration and Configuration.
- In the Service Board text box, type in a service board that you would like to have new tickets associated with. You can customize the service boards in ConnectWise. For more information, go to About ConnectWise Integration and Configuration.
- Select the Use existing Configuration check box if you would like the integration to use a configuration that has already been set up for the Firebox. If this is not selected then the Firebox will create a new configuration.
The ConnectWise integration determines the presence of an existing configuration by searching for a configuration that contains a serial number that matches the serial number of the Firebox.
- Click OK.
- Save the configuration to the Firebox.
Your Firebox sends traffic to ConnectWise over HTTPS on TCP port 443. If the external link to the Internet is down, communication with ConnectWise, which includes ticket management activity, resumes automatically when external connectivity is restored.