resolutionflow/docs/connectwise/CONNECTWISE-API-REFERENCE.md

ConnectWise PSA API — Integration Quick Reference

For ResolutionFlow Development (Claude Code)

Source: ConnectWise PSA OpenAPI Spec v2025.16 Full extracted spec: docs/connectwise/connectwise-psa-resolutionflow-reference.json Full original spec: docs/connectwise/All.json (7.6MB, 1838 endpoints, 842 schemas)

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Authentication

• Method: API Key (Public/Private key pair per API Member)
• Headers required on every request:
  • Authorization: Basic {base64(companyId+publicKey:privateKey)}
  • clientId: {your_connectwise_client_id} (assigned via developer program)
• Accept header: application/vnd.connectwise.com+json; version=2025.16
• Base URL pattern: https://{site}/v4_6_release/apis/3.0
• Date format: ISO 8601 yyyy-MM-ddTHH:mm:ssZ
• SSL required on production servers

Pagination & Query

• Default page size: 25, max: 1000
• Query params: conditions, orderBy, fields, page, pageSize, childConditions, customFieldConditions
• Condition syntax: fieldName="value", supports AND, OR, like, contains, >, <, !=
• No documented hard rate limits (design respectfully)

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TIER 1 — Core Integration

Service Tickets (/service/tickets)

The central entity. 120 fields. 33 endpoints.

Key endpoints:

Method	Path	Purpose
GET	/service/tickets	List tickets (with conditions filter)
POST	/service/tickets	Create a ticket
GET	/service/tickets/{id}	Get single ticket
PATCH	/service/tickets/{id}	Update ticket fields
GET	/service/tickets/{parentId}/notes	List ticket notes
POST	/service/tickets/{parentId}/notes	Add note to ticket ⭐
GET	/service/tickets/{parentId}/configurations	Get attached devices
POST	/service/tickets/{parentId}/configurations	Attach a device
GET	/service/tickets/{parentId}/tasks	Get ticket tasks
POST	/service/tickets/{parentId}/tasks	Add task to ticket
GET	/service/tickets/{parentId}/allNotes	Get ALL note types
POST	/service/tickets/search	Advanced search
GET	/service/tickets/calculateSla	Get SLA times
POST	/service/tickets/{parentId}/merge	Merge tickets
POST	/service/tickets/{id}/copy	Copy a ticket
POST	/service/tickets/{parentId}/convert	Convert to project

Key Ticket fields for ResolutionFlow:

Field	Type	Notes
id	integer
summary	string	Max length: 100;
board	BoardReference
status	ServiceStatusReference
company	CompanyReference
contact	ContactReference
contactName	string	Max length: 62;
contactEmailAddress	string	Max length: 250;
site	SiteReference
type	ServiceTypeReference
subType	ServiceSubTypeReference
item	ServiceItemReference
team	ServiceTeamReference
owner	MemberReference
priority	PriorityReference
severity	string	Required On Updates;
impact	string	Required On Updates;
source	ServiceSourceReference
sla	SLAReference
slaStatus	string
isInSla	boolean
agreement	AgreementReference
initialDescription	string	Only available for POST, will not be returned in the response.
initialInternalAnalysis	string	Only available for POST, will not be returned in the response.
initialResolution	string	Only available for POST, will not be returned in the response.
closedFlag	boolean
closedDate	string
closedBy	string
dateResolved	string
dateResponded	string
actualHours	number
budgetHours	number
resources	string
parentTicketId	integer
externalXRef	string	Max length: 100;
knowledgeBaseLinkId	integer
customFields	array
processNotifications	boolean	Can be set to false to skip notification processing when adding or updating a...
skipCallback	boolean
recordType	string
respondMinutes	integer	To obtain the current SLA times for an active ticket, please use the /service...
resPlanMinutes	integer	To obtain the current SLA times for an active ticket, please use the /service...
resolveMinutes	integer	To obtain the current SLA times for an active ticket, please use the /service...

ServiceNote / TicketNote Schema

The schema for notes added to tickets. This is where session documentation lands.

Field	Type	Purpose
id	integer	Note ID
ticketId	integer	Parent ticket
text	string	Note content — session documentation goes here
detailDescriptionFlag	boolean	Mark as "Description" note
internalAnalysisFlag	boolean	Mark as "Internal Analysis" note ⭐
resolutionFlag	boolean	Mark as "Resolution" note ⭐
issueFlag	boolean	Mark as issue note
internalFlag	boolean	Internal-only (not visible to customer)
externalFlag	boolean	Visible to customer
member	MemberReference	Who wrote the note
contact	ContactReference	Contact associated
processNotifications	boolean	Trigger notification workflows
dateCreated	string	When created
createdBy	string	Creator
sentimentScore	number	AI sentiment (ServiceNote only)

ResolutionFlow mapping: Post session documentation as an internal analysis note (internalAnalysisFlag: true, internalFlag: true), and optionally post a resolution summary (resolutionFlag: true) when the session resolves the issue.

Companies (/company/companies)

72 fields. Client/customer context for sessions.

Key fields: id, identifier, name, status, addressLine1, city, state, zip, phoneNumber, website, territory, market, defaultContact, parentCompany, customFields

Key endpoints:

• GET /company/companies — List/search companies
• GET /company/companies/{id} — Get company detail
• GET /company/companies/{parentId}/sites — Get company sites
• GET /company/companies/{parentId}/notes — Get company notes
• GET /company/companies/{parentId}/groups — Get company groups
• GET /company/companies/{parentId}/teams — Get company teams

Contacts (/company/contacts)

62 fields. The person reporting the issue.

Key fields: id, firstName, lastName, company, site, title, department, inactiveFlag, defaultPhoneType, defaultBillingFlag, communicationItems

Configurations / Assets (/company/configurations)

58 fields. Devices and assets — critical MSP context.

Key fields: id, name, type, status, company, contact, site, deviceIdentifier, serialNumber, modelNumber, tagNumber, purchaseDate, installationDate, warrantyExpirationDate, vendorNotes, osType, osInfo, cpuSpeed, ram, lastBackupDate, ipAddress, macAddress, lastLoginName, customFields

Boards & Statuses (/service/boards)

65-field Board model. 23-field BoardStatus model. 63 endpoints.

Boards define service desk structure. Each board has statuses, types, subtypes, items, teams, notifications.

Key endpoints:

• GET /service/boards — List all boards
• GET /service/boards/{id} — Get board detail
• GET /service/boards/{parentId}/statuses — Get board statuses
• GET /service/boards/{parentId}/types — Get ticket types for board
• GET /service/boards/{parentId}/subtypes — Get subtypes
• GET /service/boards/{parentId}/items — Get items
• GET /service/boards/{parentId}/teams — Get board teams

Callbacks / Webhooks (/system/callbacks)

Real-time event notifications.

Method	Path	Purpose
GET	/system/callbacks	List registered callbacks
POST	/system/callbacks	Register a new callback
GET	/system/callbacks/{id}	Get callback detail
PATCH	/system/callbacks/{id}	Update callback
DELETE	/system/callbacks/{id}	Remove callback

CallbackEntry fields: id, description, url, objectId, type, level, memberId, payloadVersion, inactiveFlag

ResolutionFlow usage: Register callbacks for ticket creation/update events to suggest relevant Flows in real-time.

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TIER 2 — High Value Add-ons

Knowledge Base (/service/knowledgeBaseArticles)

12 fields. Maps directly to Flows.

Field	Type	Purpose
id	integer	Article ID
title	string	Article title
issue	string	Problem description
resolution	string	Solution
board	BoardReference	Associated board
categoryId	integer	KB category
subCategoryId	integer	KB subcategory

ResolutionFlow mapping: Completed sessions → auto-generate KB articles. Existing KB articles → inform FlowPilot AI suggestions.

Time Entries (/time/entries)

62 fields. Auto-log time from session duration.

Key fields: id, company, chargeToId, chargeToType, member, workType, workRole, timeStart, timeEnd, actualHours, notes, internalNotes

Documents (/system/documents)

Attach session exports to tickets.

• POST /system/documents — Upload document (multipart form data with recordType=Ticket&recordId={id})
• GET /system/documents/{id}/download — Download document

Members (/system/members)

126 fields. Map CW members to ResolutionFlow users.

Key fields: id, identifier, firstName, lastName, emailAddress, photo, title, securityRole, defaultLocation, defaultDepartment

SLAs (/service/SLAs)

23 fields. Pull SLA context into sessions.

Fields include response/resolution hours and percentages by impact/urgency matrix.

Priorities (/service/priorities)

Fields: id, name, color, sortOrder, defaultFlag, level

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TIER 3 — Future Expansion

Projects (/project/projects)

For larger MSP engagements. 11 endpoints.

Key endpoints: CRUD on projects, plus /project/projects/{parentId}/contacts, /project/projects/{parentId}/notes, /project/projects/{parentId}/teamMembers

Project Tickets (/project/tickets)

80 fields. 24 endpoints. Separate from service tickets but similar structure.

Includes own notes system at /project/ticketNote

Workflows (/system/workflows)

46 endpoints. ConnectWise's internal automation engine.

Could trigger ResolutionFlow sessions automatically based on ticket events.

Activities (/sales/activities)

Track follow-ups post-session.

Agreements (/finance/agreements)

44 endpoints. Billing/SLA context per client.

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Integration Architecture Notes

Session → Ticket Note (Primary Flow)

1. Engineer opens session, optionally links to CW ticket ID
2. Session documentation auto-generates during troubleshooting
3. On session complete: POST to /service/tickets/{ticketId}/notes with internalAnalysisFlag: true
4. Optionally POST resolution note with resolutionFlag: true
5. Optionally update ticket status via PATCH /service/tickets/{id}

Ticket Context → Session (Reverse Flow)

1. Engineer enters CW ticket ID or session is launched from CW callback
2. GET /service/tickets/{id} for ticket details
3. GET /service/tickets/{id}/configurations for attached devices
4. GET /company/companies/{companyId} for client context
5. Feed all context to FlowPilot AI for informed troubleshooting

Callback-Driven Flow Suggestions

1. Register callback via POST /system/callbacks
2. Receive ticket creation events at ResolutionFlow webhook endpoint
3. Analyze ticket summary/type/board
4. Suggest relevant Flows to the assigned engineer