resolutionflow/docs/connectwise/best-practices/PSA-Callbacks.md

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   Feb 4, 2026

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ConnectWise PSA callbacks are payloads of information that are similar to webhooks.  When a record is saved within PSA, a summarized payload is sent to a specified location. 

Levels and Types

The REST APIs allow a more granular approach to callbacks.  Levels and types open the ability to report on specific boards or tickets without getting unnecessary results.

Type	Level	Description
Activities -
Activity	Owner	When set to owner, all ConnectWise PSA activities are returned.
Activity	Status	Receive callbacks for activities in the specified status.
Activity	Type	Receive callbacks for activities in the specified type.
Activity	Company	Receive callbacks for activities under a specific company.
Activity	Activity	Receive callbacks for specific activity.
Agreements -
Agreement	Owner	When set to owner, all ConnectWise PSA agreements are returned.
Agreement	Type	Receive callbacks for agreements in the specified type.
Agreement	Company	Receive callbacks for agreements under a specific company.
Agreement	Agreement	Recieve callbacks for specific agreement.
Companies -
Company	Owner	When set to owner, all ConnectWise PSA companies are returned.
Company	Status	Receive callbacks for companies in the specified status.
Company	Type	Receive callbacks for companies in the specified type.
Company	Territory	Receive callbacks for companies in the specified territory.
Company	Company	Receive callbacks for specific company regardless of territory.
Company	IntegratorTag	Tag companies to only get updates for that company with one callback record
Contacts -
Contact	Owner	When set to owner, all ConnectWise PSA contacts are returned.
Contact	Type	Receive callbacks for contacts in the specified type.
Contact	Territory	Receive callbacks for contacts in the specified territory.
Contact	Company	Receive callbacks for contacts under a specific company.
Contact	Contact	Receive callbacks for specific contact.
Configurations -
Configuration	Owner	When set to owner, all ConnectWise PSA configurations are returned.
Configuration	Type	Receive callbacks for configurations in the specified type.
Configuration	Status	Receive callbacks for contacts in the specified status.
Configuration	Configuration	Receive callbacks for a specific configuration.
Invoice -
Invoice	Owner	When set to owner, all ConnectWise PSA invoices are returned.
Invoice	Status	Receive callbacks for invoices in the specified status.
Invoice	Company	Receive callbacks for invoices under a specific company.
Invoice	Invoice	Receive callbacks for specific invoice.
Expense -
Expense	Owner	When set to owner, all ConnectWise PSA expenses are returned.
Expense	ChargeToType	Receive  callbacks for expenses under the specified ChargeToType.
Expense	Type	Receive callbacks for expenses under the specified Type.
Expense	Class	Receive callbacks for expenses under the specified Class.
Expense	Company	Receive callbacks for expenses under the specified Company.
Expense	Expense	Receive calbacks for specific expense.
Member -
Member	Owner	When set to owner, changes to all ConnectWise PSA member records are returned.
Member	Location	Receive callbacks for member records associated with the specified Location.
Member	SecurityRole	Receive callbacks for member records associated with the specified Security Role.
Member	Member	Receive callbacks for changes made to a specified member record.
Opportunities -
Opportunity	Owner	When set to owner, all ConnectWise PSA opportunities are returned.
Opportunity	StatusId	Receive callbacks for opportunities in the specified status.
Opportunity	Company	Receive callbacks for opportunities under a specific company.
Opportunity	Opportunity	Receive callbacks for specific opportunity.
Product Catalog -
ProductCatalog	Owner	When set to owner, all ConnectWise PSA product catalog items are returned.
Projects -
Project	Owner	When set to owner, all ConnectWise PSA projects are returned.
Project	Status	Receive callbacks for projects in the specified status.
Project	Board	Receive callbacks for projects on the specified board.
Project	Project	Receive callbacks for specific project.
Purchase Orders -
PurchaseOrder	Owner	When set to owner, all ConnectWise PSA purchase orders are returned.
PurchaseOrder	Status	Receive callbacks for purchase orders in the specified status.
PurchaseOrder	Vendor	Receive callbacks for purchase orders under the specified Vendor.
PurchaseOrder	Company	Receive callbacks for purchase orders under a specific company.
PurchaseOrder	PurchaseOrder	Receive callbacks for specific purchase orders.
Schedule Entries -
Schedule	Owner	When set to owner, all ConnectWise PSA schedule entries are returned.
Schedule	Status	Receive callbacks for schedule entries under a specific status.
Schedule	Type	Receive callbacks for schedule entries under a specific type.
Schedule	Location	Receive callbacks for schedule entries under a specific location.
Schedule	Member	Receive callbacks for schedule entries under a specific member.
Schedule	Schedule	Receive callbacks for specific schedule entries.
Sites -
Site	Owner	When set to owner, all ConnectWise PSA sites are returned.
Site	Territory	Receive callbacks for sites in specified territory.
Site	Company	Receive callbacks for sites associated with a specific company.
Site	Site	Receive callbacks for specific site.
Tickets -
Ticket	Owner	When set to owner, all ConnectWise PSA tickets are returned.
Ticket	Board	Receive callbacks for tickets on the specified board.
Ticket	Project	Receive callbacks for tickets attached to a specific project.
Ticket	Phase	Receive callbacks for tickets attached to a specific project phase.
Ticket	Status	Receive callbacks for tickets in the specified status.
Ticket	Ticket	Receive callbacks for specific tickets.
Ticket	IntegratorTag	Tag tickets to only get updates for that ticket with one callback record
Time Entries -
Time	Owner	When set to owner, all ConnectWise PSA time entries are returned.
Time	Company	Receive callbacks for tickets for the specified company.
Time	Time	Receive callbacks for specific time entries.

Configuring the Callbacks

More information can be found within the REST API documentation Here with the endpoint system/callbacks.

Fields	Description
Id	The database record id of the callback; is automatically assigned.
Description	This is used to label the callback's usage.
URL	This is the URL PSA will send the POST payload to.
Note: PSA appends the record id, and action is taken, to the specified callback URL.
For example, a callback on ticket 7601, turns the callback URL into: https://mycallbacksite.com/e355a80bc2c107e32?7601&action=updated
Typically, this is not an issue. However, when it is necessary to add custom parameters to your callback URL, this can cause a problem. For this reason, it is recommended that partners append &recordId= to the end of their callback URL, like: https://mycallbacksite.com/e355a80bc2c107e32&recordId=. This will ensure that the record id does not interfere with any custom parameters.
Example:
Desired callback URL: https://api.mycallbackendpoint.com?param1=5&param2=6
Currently, a callback on ticket number 2475 turns the callback URL into:
https://api.mycallbackendpoint.com?param1=5&param2=62475&action=updated
Notice the value of param2 is now changed from 6 to 62475 because the ticket number was appended.
This results in the following URL:
https://api.mycallbackendpoint.com?param1=5&param2=6&recordId=2475&action=updated
ObjectId	The ObjectId should be the Id of whatever record you are subscribing to. This should be set to 1 when using a level of Owner.
Type	This is the specific type of record such as Company, Ticket, Contact, etc... See the associated table for all values.
Level	The level is used to determine how granular the callback subscription will be.  See the associated table for all values.
MemberId	This is a read-only value that shows who initially created the Callback.
InactiveFlag	Used to determine if the callback is active and sending requests.
_Info	This section has additional metadata about the record and is included on all API requests as read-only data.

01	POST /v4_6_release/apis/3.0/system/callbacks

02	{

03	"id"``: 0,

04	"description"``: "maxLength = 100"``,

05	"url"``: "Sample string"``,

06	"objectId"``: 0,

07	"type"``: "Sample string"``,

08	"level"``: "Sample string"``,

09	"memberId"``: 0,

10	"inactiveFlag"``: "false"``,

11	"_info "``: { "lastUpdated"``: ""``, "updatedBy"``: "" }

12	}

Testing Callbacks

Webhook.Site

When testing the ConnectWise PSA callbacks there are a number of useful browser-based tools.  One of note is https://webhook.site.

Simply use the New button to create a URL and then the Copy URL button to save the URL generated to your clipboard and add this as your ConnectWise PSA callback URL.

https://webhook.site/xxxxxxx-xxxx-xxxx-af13-855ab85aebae

When Callbacks Fail to POST to Target Host

When a callback receives an error when attempting to POST the callback payload to the host specified in the callback URL, ConnectWise PSA will retry the POST for any 404, 409, 419, or 429 error responses. ConnectWise PSA retries twice, once two seconds after the initial POST attempt and again four seconds after the first retry attempt. Requests will timeout after five seconds.

The system counts how many consecutive days the callback fails, and after three consecutive days of failed attempts, ConnectWise PSA will disable the callback

Any 2xx response is considered successful.

For partners with an on-premise instance of ConnectWise PSA, when troubleshooting why your callback POSTs are receiving error response from the remote host, logs for the service are found on the ConnectWise PSA frontend server at C:\Program Files\ConnectWise\ApiCallbackService\logs\server.log

To enable verbose logging, change the minlevel value to minlevel=”Info” in the  C:\Program Files\ConnectWise\ApiCallbackService\ApiCallbackService.exe.nlog

Verifying the Callback Source

Callbacks contain a key_url in the metadata section that can be used to verify the source of the callback.  The key_url returns the signing key which then can be used in conjunction with the below code sample and the x-content-signature.

1	using (var sha = new SHA256Managed())

2	{

3	var hash = sha.ComputeHash(Encoding.UTF8.GetBytes(sharedSecretKey));

4	using (var hmac = new HMACSHA256(hash))

5	{

6	return Convert.ToBase64String(hmac.ComputeHash(Encoding.UTF8.GetBytes(jsonPayload)));

7	}

8	}

Callback Changelog 

Supported Version	Changes
ConnectWise PSA 2020.2	Added callbacks for Configurations
ConnectWise PSA 2016.6	Added callbacks for Invoice
Added callbacks for Projects
Added callbacks for Activities
ConnectWise PSA 2016.5	Company Callbacks: Added Status and Type levels
Contact Callbacks: Added Type level
Ticket Callbacks: Added levels for tracking Project Tickets
ConnectWise PSA 2016.4	Added callbacks for Opportunities
ConnectWise PSA 2016.3	Added callbacks for Companies and Contacts
ConnectWise PSA 2015.6	Added callbacks for Tickets