The ability to enable ConnectWise RMM integration is specifically designed for alerts originating from the HEIMDAL Dashboard. MXDR-related communications will still be dispatched through email since direct integration of these alerts is not supported. However, it is feasible to set up such integration within ConnectWise itself, as indicated by sources like Google.
IMPORTANT
For Resellers: If Resellers wish to exclusively receive alerts via ConnectWise, they must configure all Corporate customers in the Guide – Customer Settings – Integrations - ConnectWise Customer Integration section and ensure they are not listed under Accounts.
To ensure all Corporate customers are properly set up, navigate to Guide – Customer Settings – Integrations - ConnectWise Integration:Ensure Corporate customers are not listed under Accounts:
For Corporate customers: For tickets to be automatically created in ConnectWise RMM, the alerts below need to be enabled in the HEIMDAL Dashboard:
Also read:
What is ConnecWise and how to configure it?
What is MXDR?