After API Member and service default settings are configured in ConnectWise PSA, you need to configure integration in x360Cloud.

STEP 1. Configure connection

To configure PSA settings in x360Cloud:

1. In the Reseller Portal, navigate to the Settings - PSA tab. 

2. Click the Configure integration with PSA system radio button.

3. In the ConnectWise Credentials section, configure settings for your ConnectWise account:

1. In the Site URL field, enter your ConnectWise PSA URL.
2. In the Company ID field, enter the ID of your company.
3. In the Public Key field, enter the public key generated for your API Member.
4. In the Private Key field, enter the private key for your API Member.
5. Click the Test & Save Connection button when you are finished.

STEP 2. Configure organization-to-company mappings

To make sure tickets alerting an SLA breach in x360Cloud are created in a relevant company in ConnectWise PSA, set up organization-to-company mappings. 

To set up the mappings:

1. Navigate to the “Settings – PSA” page and scroll to the “Organization Mappings” section. 

2. For each x360Cloud organization you want to map, pick the corresponding ConnectWise PSA company from the dropdown. Each time a PSA company is selected in the dropdown, the mapping is saved, so it will not be lost, and organization status is changed from "Not mapped" to "Mapped". 

The list is always sorted by the “Status” column, so that “Not mapped” organizations are always kept on the top of the list allowing you accomplish mappings for all organizations without having to navigate across list pages. 

Notes: 

• In case you cannot see a PSA company among the options available in the dropdown, click the Sync button. It will refresh the list of active companies from PSA.  
• In case of a backup failure for a x360Cloud organization that doesn’t have a mapping configured, a ticket will still be pushed to PSA, to the default “x360Cloud” organization that will be automatically created by x360Cloud. 
• This new organization-to-company mapping step is now available when you are creating a new organization in x360Cloud. You can pick a corresponding company from PSA for your new organization in x360Cloud.

STEP 3. Enable ticketing

After you configure connection with PSA, you can turn on ticketing.

To enable ticketing:

1. Navigate to the “Settings – PSA” page and scroll to the “Ticket Settings” section.

2. In the section, turn on ticketing:

• Flip the toggle from Ticketing Disabled to Ticketing Enabled.
• Click the Save button when you are finished.

STEP 4. Optionally, submit a test ticket to PSA

To make sure that the integration is successful and ticketing feature is working as expected, you can initiate a test ticket from x360Cloud to ConnectWise PSA. 

To initiate a test ticket submission:

1. Scroll to the "Ticket Settings" section on the “Settings - PSA” page.

2. Click the "Send test ticket" link there. 

3. Pick a desired company in the dialog and press "Send" button.  

In result, a confirmation message will appear at the top-right of the page and a test ticket will be submitted to ConnectWise PSA.

Now you can verify that the test ticket has arrived at the right Service Board and see other field values of the ticket. Note that test tickets are created with "TEST" marker in the Summary field.

Real tickets are generated upon a breach of SLA for any of your x360Cloud organizations and will include organization ID in the Summary field, like in the example below:

 SUPPORT | 720-204-4500 | 800-352-0248

• Contact Axcient Support at https://partner.axcient.com/login or call 800-352-0248
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