resolutionflow/docs/connectwise-psa-testing-checklist.md

ConnectWise PSA Integration — Testing Checklist

Purpose: Step-by-step guide to connect ResolutionFlow to a ConnectWise developer sandbox and validate each integration feature end-to-end.

Date created: 2026-04-14 Branch: main

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Prerequisites

Before starting, make sure you have:

• ResolutionFlow backend running (uvicorn app.main:app --reload from backend/)
• ResolutionFlow frontend running (npm run dev from frontend/)
• A ConnectWise developer sandbox account

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Step 1 — Get Your ConnectWise Developer Credentials

You need four pieces of information from your ConnectWise sandbox.

Company ID

• This is the company name you log in with on the CW login screen (e.g. if your URL is na.myconnectwise.net and your login company is resolutionflow, the Company ID is resolutionflow)

Site URL

• Developer sandboxes are typically na.myconnectwise.net or aus.connectwisedev.com
• Do not include https:// — enter just the hostname (e.g. na.myconnectwise.net)

API Public Key + Private Key

1. Log into your CW sandbox
2. Go to System → Members → open your own member record
3. Click the API Keys tab
4. Click New → give it a name (e.g. "ResolutionFlow Dev")
5. Save — the Private Key is shown only once, copy it now
6. Note both the Public Key (shown on the list) and Private Key

Client ID (already configured server-side)

• The CW_CLIENT_ID is set in backend/app/core/config.py — this identifies the ResolutionFlow app to ConnectWise and is shared across all tenants. You do not need to enter this in the UI.

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Step 2 — Connect ResolutionFlow to ConnectWise

• Log into ResolutionFlow as a Team Admin or Super Admin user
• Navigate to Account → Integrations
• On the Connection tab, fill in the form:
  • Display Name: anything (e.g. CW Dev Sandbox)
  • Site URL: your sandbox hostname (e.g. na.myconnectwise.net)
  • Company ID: your CW company ID
  • Public Key: from Step 1
  • Private Key: from Step 1
• Click Connect — the backend tests the credentials before saving
• Verify: "Connected" status appears with a green dot
• Click Test Connection button and confirm it returns a success message + server version

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Step 3 — Member Mapping

Maps ResolutionFlow users to ConnectWise members so that PSA posts are attributed to the right technician.

• Click the Member Mapping tab
• Click Auto-Match by Email — ResolutionFlow matches users to CW members with the same email address
• Verify the matched count in the toast notification
• If any users are unmatched, manually assign them via the dropdown
• Click Save Mappings if you made manual changes

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Step 4 — Ticket Search (via FlowPilot session)

• Start a new FlowPilot session (from the Dashboard)
• Look for the Link Ticket button in the session header
• Search for a ticket by keyword or ticket number
• Verify: ticket results appear showing summary, board, status, priority
• Select a ticket and confirm it links to the session

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Step 5 — Ticket Context Injection

Once a ticket is linked, FlowPilot should enrich its context with CW data.

• With a ticket linked, send a message to FlowPilot
• Verify: FlowPilot's response references ticket details (company name, status, configurations, etc.)
• Check backend logs to confirm GET /integrations/psa/tickets/{id}/context is being called

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Step 6 — PSA Post (push session notes to ticket)

This is the core feature — pushing session documentation back to the ConnectWise ticket.

• In the linked session, click Update (or the PSA post button in the session header)
• Review the Preview — confirm the generated content looks correct
• Select a Note Type:
  • Internal Analysis — internal-only note (visible to techs, not clients)
  • Resolution — marks as resolved, notifies client
  • Description — main ticket description note
• Optionally select a Status to update the ticket to (e.g. "In Progress" → "Resolved")
• Click Post to Ticket
• Verify: success toast appears
• Verify in ConnectWise: open the ticket and confirm the note was posted with correct content and attribution (your member name)

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Step 7 — FlowPilot Settings

Configure how FlowPilot behaves with PSA automation.

• Go to Account → Integrations → FlowPilot tab
• Review each setting:
  • Auto Push — automatically post session doc on session close
  • Auto Time Entry — automatically log hours from session duration
  • Time Rounding — 15min / 30min / exact / none
  • Note Visibility — internal only vs. internal + external
  • Include Diagnostic Steps — whether to include step-by-step notes
  • Prompt Status on Resolution — ask to update CW status when resolving
  • Prompt Status on Escalation — ask to update CW status when escalating
• Adjust to your preference and save

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Step 8 — End-to-End Smoke Test

Run a complete session to confirm the full flow works together.

• Start a new FlowPilot session with a test ticket in CW
• Link the ticket at session start
• Work through a troubleshooting flow (even a simple one)
• Resolve or escalate the session
• Post the session documentation to the CW ticket
• Open the ticket in ConnectWise and confirm:
  • Note content is correct and well-formatted
  • Note is attributed to the correct CW member
  • Ticket status was updated (if you chose to update)
  • Duration / time entry was logged (if auto-time-entry is on)

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Known Issues / Bugs Fixed

Bug	Status	Location
create_time_entry() used self._client instead of self.client	Fixed 2026-04-14	services/psa/connectwise/provider.py:539

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What's NOT Yet Implemented

Feature	Notes
Autotask PSA	Schema accepts autotask as provider but no implementation exists
Retry queue for failed posts	retry_count / next_retry_at columns exist in DB but no background job
psa_activity_log population	Table exists, no endpoints write to it yet
Post History tab	Currently a placeholder — post history is viewable per-session only