Service Integration Policies

ConnectWise integration policy

The ConnectWise Integration Policy section allows MSPControl administrators to configure how service tickets are automatically generated and managed using ConnectWise APIs. This includes ticket mapping for specific operational events, dashboard linking, status control, and sync behavior. All configured values must match existing structures within your ConnectWise deployment.

ConnectWise integration settings

Integration Enabled: Enables all MSPControl-to-ConnectWise automation. Must be toggled on to activate any downstream functionality.
API Url: The base URL for your ConnectWise API environment. Typically includes versioned path (e.g. /v4_6_release/apis/3.0).
Client Id: A ConnectWise-issued application ID used for authentication.
Company Id: The ConnectWise company account name associated with your API keys and data scope.
Private Key / Public Key: Secure authentication credentials generated in ConnectWise. These must be kept secret and are not shown in the interface.

Base Tickets Url: A URL template pointing to ConnectWise ticket pages. Must include [TICKET_NUMBER] placeholder for runtime substitution (e.g. ...request.rails?service_recid=[TICKET_NUMBER]).
Default Date Range: Sets the timeframe (e.g. Last 30 Days) used when displaying dashboard metrics about recent ConnectWise tickets.

Incident ticket settings

Defines the behavior for generating incident tickets from alert data.

Board Name: ConnectWise service board used for security or monitoring incidents (e.g. SOC).
Type Name: High-level classification (e.g. Defender), must match a ConnectWise ticket type.
SubType Name: Further categorization (e.g. Incident), supporting downstream sorting/reporting.
Budget Hours: Time estimate for resolving the ticket (e.g. 0.50 hours).
Auto-Close Enabled: If selected, the ticket will be auto-closed after MSPControl receives a resolution trigger.

Mailboxes space report settings

Board Name: Service board where mailbox quota-related tasks are created (e.g. Preventive Maintenance).
Type / SubType Name: Ticket classification. These values (e.g. User and Email) must reflect your ConnectWise structure.
Status: Initial ticket state (e.g. New), controls visibility and flow assignment.
Budget Hours: SLA-based time estimate for task completion (e.g. 1.00).
Priority: ConnectWise priority name (e.g. Priority 4 - Low).
Auto-Close Enabled: Enables auto-resolution when flagged by automation.
Auto-Close Ticket Status Name: Status to apply upon auto-resolution (e.g. Closed).

Priority matrix

Maps ConnectWise priority names to standard urgency levels. You must ensure these values exist in ConnectWise. Example:

Emergency: Priority 1 - Emergency
High: Priority 2 - High
Medium: Priority 3 - Medium
Low: Priority 4 - Low
Informational: Priority 5 - No SLA

Recommendation ticket settings

Used to create service tickets based on system-generated improvement suggestions or policy recommendations.

Board Name: Logical ConnectWise board for this type of ticket (e.g. Vulnerability Management).
Type Name: Task category used in ConnectWise (e.g. Defender Security Recommendation).
SubType Name: Further identifier (e.g. Vulnerability Management).
Budget Hours: Time budget (e.g. 0.50) for work planning and SLA reporting.

Contacts settings

Inactive Contact Ticket Status Name: The status assigned to tickets when a contact becomes inactive (e.g. Needs Review). Used for auditing or deprovisioning flows.
Portal Security Level Name: Security role applied to new portal contacts synced from MSPControl (e.g. User).
VIP Custom Field Name: The ConnectWise custom field name that flags a contact as VIP.

Risky user detection ticket settings

These settings control the creation of security alert tickets related to high-risk user behavior.

Board / Type / SubType: Must reflect ConnectWise ticketing structure (e.g. SOC, Security Alert, Risk Detection).
Budget Hours: Time estimate (e.g. 0.50).
Auto-Close Enabled: Whether to automatically resolve the ticket.
Close Ticket Status Name: Final status to apply (e.g. Closed).

Expiring apple MDM push certificate ticket settings

Board Name / Type / SubType: Identifiers used for expiring mobile device certs (e.g. Professional Services, Intune, Apple/Android Cert Expiration).
Budget Hours: Time estimate for resolving the ticket (e.g. 0.50 hours).
Auto-Close Enabled: Toggles automatic ticket resolution.
Auto-Close Ticket Status Name: Resolution status (e.g. Closed).

Windows update ticket settings

Three separate configurations control ticketing for Windows update-related issues:

End of servicing, SLA not met and Windows isn’t activated

Board / Type / SubType: Optional custom values for Windows lifecycle notices.
Budget Hours: Time estimate for resolving the ticket (e.g. 0.50 hours).
Move to Dispatcher after X Days: Sends to dispatcher if unresolved after X days.
Dispatcher Status Name: ConnectWise status name used for escalations.
Auto-Close Enabled / Status: Optional automatic resolution control.

Windows Update Ticket Settings — End of Servicing, SLA Not Met and Windows Isn’t Activated

Expiring Azure applications ticket settings

This section defines how MSPControl generates ConnectWise tickets when an Azure application’s certificate or token is about to expire. All fields must match ConnectWise configurations to ensure successful automation.

Board Name / Type / SubType: Determines where and how tickets are categorized (e.g. Professional Services, Application, Expiring App Cert or Token).
Budget Hours: Estimated resolution time (e.g. 1.00).
Priority Name: Optional priority level.
Auto-Close Enabled / Close Ticket Status Name: Controls whether ticket is closed automatically and the status to apply (e.g. Closed).

Expiring Azure Applications Ticket Settings

Note: All values (boards, types, subtypes, statuses) must exist in your ConnectWise instance. Inaccurate values will result in failed or missing tickets.

UKG Terminated/Leave of absence ticket settings

This section configures tickets related to employee termination or leave of absence events from UKG systems. When such a status is detected, MSPControl generates a service ticket in ConnectWise for manual or automated offboarding workflows.

Board Name: Target ConnectWise board where the termination or leave ticket should be logged (e.g. HR Operations, Service Desk). Must match your board configuration.
Type Name: Optional category for the task (e.g. Termination, Leave) based on your ConnectWise setup.
SubType Name: Optional additional classification, often used to indicate context or urgency.
Budget Hours: Estimated time required for the ticket. Typically 0.00 if used only for auditing or notification.
Auto-Close Enabled: If checked, the ticket will automatically close once all termination logic completes (e.g. user deactivation, access removal).

UKG Terminated/Leave of Absence Ticket Settings

Expiring GDAP admin relationships ticket settings

Configures automation for tickets created when GDAP (Granular Delegated Admin Privileges) relationships in Microsoft cloud environments are nearing expiration. Ensures MSPs take timely action to re-establish access or notify clients.

Board Name: The service board where GDAP expiration tickets will be placed (e.g. Professional Services or Cloud Admin).
Type Name: Broad task category, typically Administrative for GDAP roles.
SubType Name: Further breakdown (e.g. Admin Relationship Expiring), helps identify and route expiration-specific tickets.
Status Name: Optional initial status if your workflow requires a stage-based review (e.g. Queued, Pending Renewal).
Budget Hours: Estimated time to resolve (e.g. 0.50 hours).
Priority Name: Optional ConnectWise priority (e.g. Priority 3 - Medium). Leave blank to use board defaults.
Auto-Close Enabled: Enables automatic ticket resolution if your integration logic completes renewal successfully.
Close Ticket Status Name: The final status used to mark the ticket complete (e.g. Closed).

Expiring GDAP Admin Relationships Ticket Settings

O365 subscriptions opportunity settings

Defines default handling of sales opportunities related to Microsoft 365 licensing.

Sales Rep Default Identity: ConnectWise identity name of the default rep assigned to O365 sales opportunities.
Opportunity WON / LOST Status Value: Status name to assign based on opportunity outcome.

Default sync settings

Enables or disables automatic creation of ConnectWise tickets and synchronization of user/contact data for a range of security and monitoring events.

Enable Auto-Ticket Creation for Incidents
Enable Auto-Ticket Creation for High/Medium/Low Security Recommendations
DefaultAutoTicketCreationForRiskyUsersEnabled
DefaultAutoTicketCreationForRiskySignInsEnabled
Enable Auto-Ticket Creation for Risk Detections
Enable Auto-Ticket Creation for Expiring Apple MDM Push Certificates
Enable Auto-Ticket Creation for Security Compliance Baseline Policy
Enable Sync Contacts and Locations
Enable Auto-Ticket Creation for Email Security Alerts
Enable Auto-Ticket Creation for Domains DKIM Signature is not Configured

Security compliance baseline policy ticket settings

This configuration creates tickets when a Microsoft Defender Security Baseline policy change or update is detected. It helps MSPs track configuration drift or enforce compliance standards via ConnectWise ticketing.

Board Name: Service board to handle compliance-related tickets (e.g. Vulnerability Management).
Type Name: Task classification (e.g. Azure Security Baseline) indicating the scope or category of the issue.
SubType Name: Further breakdown of the task type, usually used for routing or automation (e.g. Change).
Budget Hours: Estimated resolution time (e.g. 0.50).
Auto-Close Ticket Status Name: Status assigned when the ticket is auto-closed (e.g. Closed).

Additional Scope Settings: These fields allow defining a separate board and classification set specifically for MDM (Mobile Device Management) policies:

Intune MDM User Scope Board Name: ConnectWise board used to track Intune-specific security enforcement (e.g. Professional Services).
Intune MDM User Scope Type Name: Task type related to Intune policy (e.g. Intune).
Intune MDM User Scope SubType Name: Sub-classification for this scope (e.g. Configuration).

Security Compliance Baseline Policy Ticket Settings

Email security alert ticket settings

This section handles automatic ticket creation for detected email security issues (e.g. spoofing attempts, phishing detections). It enables MSPs to proactively respond to mail-related threats.

Board Name: Service board responsible for monitoring and handling email security alerts (e.g. SOC).
Type Name: Classification of the task (e.g. Security Alert).
SubType Name: Additional specification for ticket routing (e.g. Email Security).
Budget Hours: Estimated time to review and resolve the issue (e.g. 0.50).
Get Email Security Alerts Within Last X Days: The ticket creation logic will filter events based on this threshold (e.g. 30 days).

Database connection

This section stores the database connection string used by MSPControl to retrieve or sync ticket and opportunity data. The string is masked for security reasons and should be entered in a format supported by your underlying ConnectWise integration logic.

Tickets

Specifies how MSPControl should interpret and process ConnectWise ticket data.

Boards: Comma-separated list of ConnectWise boards where tickets should be tracked. If left empty, tickets from all available boards may be included. Example: Professional Services,SOC,HelpDesk.
Closed Ticket Statuses: Determines which ticket statuses should be treated as closed in dashboards, SLA calculations, or syncs. If left blank, only ClosedFlag status will be considered closed.

SLA compliance

Defines the minimum SLA (Service Level Agreement) compliance percentage required across tracked ConnectWise tickets.

Target SLA Compliance Rate %: Threshold used to measure ticket response performance, commonly set at 90% or higher.

Import opportunities

This section enables manual import of sales opportunities into ConnectWise from an external source.

Download Opportunities Template: Downloads a CSV file template with the required column structure.
Choose File: Uploads a filled-out template containing opportunities to import.
Import Opportunities: Triggers the import process and creates opportunities in ConnectWise using the uploaded data.

Domain incorrect DNS servers ticket settings

Used to automatically create tickets when a domain is detected with incorrect DNS server configurations.

Board Name: ConnectWise board where such tickets are submitted (e.g. Help Desk).
Type Name: Ticket category used to classify the alert (e.g. Unclassified Type).
SubType Name: Additional classification to support automation, filtering, or routing (e.g. Unclassified Subtype).
Budget Hours: Estimated work time to resolve or investigate (e.g. 1.00).
Priority Name: Optional setting to assign predefined priority (must match values in ConnectWise).
Auto-Close Enabled: If checked, the ticket will be closed automatically after resolution logic is applied.

Schedule settings

These parameters control the frequency and delay logic for background sync or scan operations related to ConnectWise integration.

Buffer Minutes: Time to wait before processing begins after a sync-triggering event. Helps avoid race conditions or ensure data availability (e.g. 5).
Interval Minutes: Defines how often the system should perform background sync or scan operations (e.g. 15).

Schedule Settings in MSPControl — Schedule Settings

Domain DKIM/SPF/DMARC configuration ticket settings

Creates ConnectWise tickets when DKIM, SPF, or DMARC records are misconfigured or missing for a domain. Helps enforce email authentication best practices.

Board Name: ConnectWise service board where such security configuration issues are logged (e.g. Help Desk).
Type Name: Ticket type category, typically aligned with the area of responsibility like Email.
SubType Name: Subcategory for filtering or reporting, such as Email Security Records.
Budget Hours: Time allocated for reviewing and fixing issues (e.g. 0.50).

Domain DKIM/SPF/DMARC Configuration Ticket Settings

Best practices

All board names, type names, subtypes, statuses, and priorities must exactly match your ConnectWise configuration to avoid sync failures.
Use distinct boards and subtypes to categorize alerts and automation events separately from human-created tickets.
Enable auto-close cautiously, ensuring you have validation logic or automation in place to guarantee completion before resolution.
Set appropriate budget hours per ticket type to help with reporting, SLA metrics, and labor forecasting in ConnectWise.
Use custom fields such as VIP or portal security roles to prioritize and segment ticket workflows.
For all sync triggers (email security, DKIM, app expiration, etc.), enable auto-ticketing only if the integration logic supports safe repeat handling or deduplication.
Regularly review and test ticket creation across scenarios (manual import, auto-detection, etc.) to ensure alignment with your evolving ConnectWise structure.

ManageEngine ServiceDesk plus integration policy

This section allows administrators to configure integration between MSPControl and ManageEngine ServiceDesk Plus (SDP). When enabled, MSPControl can communicate with the ServiceDesk Plus API to support automation, ticket management, and synchronization workflows.

Integration settings

Integration Enabled: Activates the integration with ServiceDesk Plus. Must be checked for any API communication to occur.
API Domain URL: The base domain of the ServiceDesk Plus API endpoint. Typically follows the format https://sdpdomain.manageengine.com and is required for all ticketing or asset sync requests.
Accounts Server URL: The identity provider domain for authentication. By default, this is https://accounts.zoho.com, as SDP often leverages Zoho authentication services.

SmileBack integration policy

This section allows you to configure integration with SmileBack, a customer feedback system. When enabled, MSPControl can send ticket or service completion data to SmileBack, allowing clients to provide feedback and ratings.

Integration settings

Integration Enabled: Enables or disables the SmileBack integration platform-wide.
User Name: The email address used to authenticate with SmileBack’s API.
Password: Password associated with the SmileBack user account. Used only for token retrieval.
Client ID: OAuth client identifier provided by SmileBack to authenticate API requests.
Client Secret: OAuth client secret used in conjunction with the Client ID to authorize access securely.

Domain registrar policy

Settings > Policies > MSPControl > Domain Registrar connects MSPControl to a domain registrar so domains can be registered and renewed from the panel.

It holds two credential sets — API Settings. Production and API Settings. Sandbox — and a Top Level Domains table mapping each TLD you sell to the registrar Product that provides it.

A TLD with no product mapping cannot be registered. If a domain a customer asked for is not offered, check this table before assuming the registrar does not carry it.

Automation integration policy

Settings > Policies > MSPControl > Automation Integration governs inbound automation from external platforms — Microsoft Power Automate and Zapier are named on the panel.

Setting	Purpose
Redirect URI / Add URI	The allowed OAuth redirect targets
Automation Integration Authorizers / Select Authorizers	Who approves an automation request
Auto Approval Rules	Requests that may proceed without a person
Create User Required Fields	Fields an automation must supply to create a user

The request and decision flow is carried by the Automation Request mail templates.

Service Integration Policies

ConnectWise integration policy

ConnectWise integration settings

Dashboard widget settings

Incident ticket settings

Mailboxes space report settings

Priority matrix

Recommendation ticket settings

Contacts settings

Risky user detection ticket settings

Expiring apple MDM push certificate ticket settings

Windows update ticket settings

End of servicing, SLA not met and Windows isn’t activated

Expiring Azure applications ticket settings

UKG Terminated/Leave of absence ticket settings

Expiring GDAP admin relationships ticket settings

O365 subscriptions opportunity settings

Default sync settings

Security compliance baseline policy ticket settings

Email security alert ticket settings

Database connection

Tickets

SLA compliance

Import opportunities

Domain incorrect DNS servers ticket settings

Schedule settings

Domain DKIM/SPF/DMARC configuration ticket settings

Best practices

ManageEngine ServiceDesk plus integration policy

Integration settings

SmileBack integration policy

Integration settings

Domain registrar policy

Automation integration policy