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Ticketing

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Prerequisites

  • Petra account
  • ConnectWise PSA admin permissions

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1. Create a Security Role in ConnectWise

  1. In ConnectWise Manage, open the left navigation, go to System → Security Roles, and click + to create a new role. Give it a recognizable name (e.g., Petra API).
  2. Set the following permissions:
    • Companies
      • Company Maintenance → Inquire Level: All
      • Contacts → Inquire Level: All
    • Service Desk
      • Close service tickets → Edit: All, Inquire: All
      • Service Tickets → Add: All, Edit: All, Inquire: All
    • System
      • API Reports → Inquire: All
      • Table Setup (customize) → Inquire: All
  3. Click the (customize) link next to Table Setup. In the Update Security window move all items to the Disallow list, then move the following back to the Allow list:
    • Project / Project Board
    • Service / Service Board
    • Service / Source
    • Company / Company Status
    • Service / Priority
Save your changes and close the role editor.

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2. Create an API Member

  1. Navigate to System → Members → API Members and click +.
  2. Fill in the profile details and assign the Security Role you created above. Save the member.

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3. Generate API keys

  1. On the API Member profile, open the API Keys tab and click +.
  2. Enter a description and save to generate a Public Key and Private Key. Copy the keys; the Private Key is only shown once.

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3.5 Verify Service Board Configuration (Required)

  1. In ConnectWise Manage, navigate to System → Setup Tables → Service Board.
  2. Open the Service Board that Petra will use for ticket creation.
  3. Verify that Default Team is set. If it is not set, select a team from the dropdown.
  4. Ensure the selected team is active.
Ticket creation will fail with the error “InvalidObject: ticket object is invalid - Cannot find default team for board specified (field: board)” if the Service Board does not have a Default Team configured. Verify this setting before linking ConnectWise in Petra.
  1. In Petra, open Settings: https://app.petrasecurity.com/settings and click Link ConnectWise.
  2. In the dialog, enter:
  • Company ID (your ConnectWise company)
  • Site URL (e.g., mycompany.connectwise.com)
  • Public Key and Private Key (from the API Member)
Then click Save. Note: If ticket creation fails later, confirm the selected Service Board has a Default Team configured (see step 3.5).
After saving, ConnectWise may take up to 1–2 minutes to confirm the connection.

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5. Configure Integration Settings

Once connected, you can configure how Petra creates tickets in ConnectWise:
  1. In Petra Settings, navigate to your ConnectWise integration configuration
  2. Select the target Service Board and default Company for ticket creation
  3. Optionally set a default Priority that will be applied to all tickets created from incidents
Priorities are automatically synced from ConnectWise when you link the integration. If you don’t see the priority you need, you can refresh the priority list from the integration settings.
If you receive a permission error when syncing priorities, ensure the API Member’s Security Role includes Service / Priority permissions in the Table Setup section (see step 1). The error message will indicate: “ConnectWise API user does not have permission to access Service > Priority.”
These settings can be adjusted anytime from Petra Settings.

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Troubleshooting

  • Authentication failed: Verify Company ID, Site URL, Public and Private keys. Regenerate keys if needed.
  • Permission errors: Ensure the API Member uses the Security Role configured above and is active.
  • Slow connection/timeout: Wait 1–2 minutes and retry; if the issue persists, contact Petra Support.
Need help? Email us at support@petrasecurity.com.

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Billing

Petra can sync billing data — such as product quantities and agreement line items — to ConnectWise. This section covers the additional setup required beyond the ticketing integration above.

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Additional Permissions

Add the following to the Security Role you created in step 1:
  • Finance
    • Agreements → Edit: All, Inquire: All
  • Procurement
    • Product Catalog → Inquire Level: All
You can scope this down later to just the specific Agreement you map in Petra if you want to tighten permissions.

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Configure Billing in Petra

Once the additional permissions are in place, go to Settings in Petra and configure billing sync for your ConnectWise tenants. Map each tenant to a ConnectWise Agreement and product.

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Troubleshooting

Multiple agreements contain the mapped product for this company
Error: “Multiple agreements contain the mapped product for this company. Only one agreement per company should have the product. Resolve in ConnectWise.”
This means the product mapped in Petra exists on more than one agreement for the same company. ConnectWise requires a one-to-one relationship: each company should have only one agreement containing the mapped product. To resolve this, remove or replace the duplicate product on the extra agreement. One approach is to clone the product (e.g., rename the clone to “M365 AI Powered MDR – Cancelled”) and swap it onto the agreement you don’t want Petra to sync with, so only one agreement retains the original product. Need help? Email us at support@petrasecurity.com.