Heimdal – ConnectWise RMM Integration Enhancements
Starting with the latest release, customers and partners using the ConnectWise RMM platform will be able to get even more from our integration and will allow their users to benefit from more versatility when it comes to automating the management of tickets, in the ConnectWise platform.
1. New feature: Synchronize ConnectWise companies
2. Automated Addition of All Corporate Customers Under a Reseller and Default Selection of All Heimdal Operational Notification and Cyber Alerts
3. Automated Customer Name Population in ConnectWise Ticket Field
4. Enhancing ConnectWise Ticket Details for Heimdal Operations and Cyber Alerts
New Feature: “Synchronize ConnectWise Companies”
Beside the existing Configure Operations Service Board and Configure Cyber Alerts Board, we have added a new button, called Synchronize ConnectWise Companies, which fetches the list of ConnectWise defined companies for that specific company identifier. This identifier is available at both the Corp Customer and Reseller levels. The retrieved information is then mapped against the “Heimdal Customer name”, which is the new name for the existing column previously known as “Customer”.
At the Customer level, a drop-down list named “ConnectWise Company” will become available. This list allows users to select customers or companies defined in ConnectWise that need to be matched against the current Heimdal Customer. Follow these steps to update the list: Synchronize ConnectWise Companies > Select a company > Update
At the Reseller level, a new column called “ConnectWise Customer Name” will be displayed in the ConnectWise Customer Integration grid. This column includes a drop-down list at the row level for each defined Heimdal Customer. To achieve this, reseller accounts should follow these steps:
Click on “Synchronize ConnectWise Companies” > Select a company from the dedicated drop-down list > Click the “Update” button.
Note: If the reseller user has a company assigned, when the reseller is adding that specific customer to the “ConnectWise Customer Integration” grid, it comes default with the already assigned company.
Automated Addition of All Corporate Customers Under a Reseller and Default Selection of All Heimdal Operational Notification and Cyber Alerts
In comparison with the previous integration version, at reseller level, we will display all the corporate customers under that specific reseller in the “Heimdal Customer Name” column. Additionally, all the checkboxes corresponding to the Operational notifications and Cyber alerts will be default enabled.
Automated Customer Name Population in ConnectWise Ticket Field
In this release, the defined Customer Name from the Heimdal Dashboard will automatically populate the dedicated field in the ConnectWise ticket.
Enhancing ConnectWise Ticket Details for Heimdal Operations and Cyber Alerts
To enhance forensics and improve efficiency, the latest version of the Heimdal Dashboard – ConnectWise RMM integration ensures that ConnectWise tickets, whether associated with Heimdal Operations or Heimdal Cyber Alerts, receive enriched and relevant details. These details include information such as Hostname, Username, IP, Process name, Status, and Timestamp, which will be automatically populated in the “Notes” section of the ConnectWise tickets.