The SmartShare product have been tightly integrated into the ConnectWise environement making it very easy for MSP to manage and monitor the SmartShare products and thereby the internet connectivity and bandwidth usage.

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Integration Description

The SmartShare WAN optimization appliances have a built-in Health Monitor, which can detect a range of network related problems. When the Health Monitor detects a problem, the appliance will automatically create a Service Ticket directly in ConnectWise, so the MSP’s support team can address the problem in a timely manner. When the Health Monitor detects that the problem has been solved, it will automatically close the Service Ticket directly in ConnectWise again.

 

Configuration requirements

The MSP must his ConnectWise server (or hosted service) as follows:

• Create an Integrator Login in the Setup Tables. (One Integrator Login can be shared by all the MSP’s SmartShare appliances.)
• Set the Username and Password of the created Integrator Login.
• Enable the Service Ticket API for the created Integrator Login.
• Select the Service Board that the Service Tickets are to be created in.
• Set the Ticket Callback URL to “http://localhost/”. (This field is not used by the SmartShare ConnectWise integration feature, but is a required field in ConnectWise; so it must be set to a dummy value.)

The MSP must configure the following in each managed SmartShare appliance:

• ConnectWise Server Hostname, i.e. the public hostname of the ConnectWise server, e.g. “test.connectwise.com”. (This is the hostname of the ConnectWise server that the SmartShare appliance sends its Service Ticket API requests to.)
• MSP Company Name, i.e. the service provider’s company name, e.g. “SmartShare”. (This is used for the CompanyName field in the Service Ticket API requests.)
• ConnectWise Integrator Username, i.e. the username that was configured as Integrator Login in the ConnectWise Setup Tables, e.g. “integrator”. (This is used for the IntegrationLoginId field in the Service Ticket API requests.)
• ConnectWise Integrator Password, i.e. the password that was configured as Integrator Login in the ConnectWise Setup Tables, e.g. “sesame”. (This is used for the IntegrationPassword field in the Service Ticket API requests.)
• Company ID, i.e. the ID of the company where the SmartShare is installed, e.g. “AngryFoxCo”. (This is used for the CompanyId field in the Service Ticket API requests.)

The first four configuration fields are common for all the SmartShare appliances a service provider sets up, and the last configuration field is individual for each of the company that has a SmartShare