ConnectWise PSA Setup

ConnectWise PSA is Junto's primary integration. It syncs tickets, companies, contacts, and time entries, providing the foundation for signal triage.

Prerequisites

• A ConnectWise PSA instance (cloud or on-premise)
• An API member account with appropriate security role permissions
• Your ConnectWise Company Identifier and base URL

Step 1: Create a Security Role

1. In ConnectWise, go to System > Security Roles and create a new role named Junto.
2. Configure the permissions below. Actions not listed can be left at None.

Companies

Action	Add	Edit	Delete	Inquire
Company Maintenance	All	All	None	All
Company/Contact Group Maintenance	All	All	All	All
Configurations	None	None	None	All
Contacts	All	All	None	All
Manage Attachments	All	None	None	All

Finance

Action	Add	Edit	Delete	Inquire
Agreements	All	All	All	All
Company Finance	None	All	None	All
Invoicing	All	All	All	All

Procurement

Action	Add	Edit	Delete	Inquire
Product Billable Option	All	All	All	All
Product Catalog	All	All	All	All
Products	All	All	All	All

Sales

Action	Add	Edit	Delete	Inquire
Opportunity	All	None	None	All
CRM/Sales Activities	All	None	None	All

Project

Action	Add	Edit	Delete	Inquire
Project Headers	All	All	All	All
Project Tickets	All	All	All	All

Service Desk

Action	Add	Edit	Delete	Inquire
Close Service Tickets	None	All	None	All
Merge Tickets	All	None	None	All
Reports	None	None	None	All
Resource Scheduling	All	None	All	All
Service Ticket - Finance	None	None	None	All
Service Tickets	All	All	None	All

System

Action	Add	Edit	Delete	Inquire
API Reports	None	None	None	All
Manage Hosted API	All	None	All	All
Member Maintenance	None	None	None	All
My Company	None	None	None	All
Table Setup	All	All	All	All

Time & Expense

Action	Add	Edit	Delete	Inquire
Time Entry	All	All	All	All
Time Entry Billable Option	All	All	All	All
Reports	None	None	None	All

Optional / Future Permissions

Pre-configure these for upcoming features. Not currently required.

Module	Action	Add	Edit	Delete	Inquire
Companies	Notes	None	None	None	All
Companies	Team Members	None	None	None	All
Sales	Closed Opportunity	None	All	None	All
Sales	Opportunity Finance	None	None	None	All
Sales	Reports	None	None	None	All
Sales	Sales Dashboard	None	None	None	All
Sales	Sales Funnel	None	None	None	All
Sales	Sales Order Finance	None	None	None	All
Sales	Sales Orders	All	All	All	All

Step 2: Create an API Member

1. In ConnectWise, go to System > Members and create a new API member.
2. Set the member ID and name to junto and assign the Junto security role.
3. Generate API keys (public and private) for this member.

Step 3: Configure in Junto

1. In Junto, go to Settings > Integrations > ConnectWise PSA.
2. Click Add Configuration and fill in:
   • Company Identifier -- Your ConnectWise company ID (e.g., mycompany).
   • Base URL -- Your ConnectWise instance URL (e.g., na.myconnectwise.net).
   • Public Key -- The API public key from Step 2.
   • Private Key -- The API private key from Step 2.
3. Click Create. Junto validates the connection by querying your ConnectWise instance.

Step 4: Map Service Boards

After connecting, configure which ConnectWise service boards Junto should monitor:

1. Select the boards you want to sync tickets from.
2. Apply selections, then map each board's ConnectWise statuses to Junto signal statuses.

Status Mapping

Each ConnectWise ticket status must be mapped to a Junto signal status. This mapping controls how tickets flow through Junto and which processors run on them.

Junto Status	Meaning	Map to these CW statuses
New	Ticket just arrived, needs triage	New, Open, Unassigned — statuses for tickets that haven't been looked at yet
Child	Merged or bundled under a parent ticket	Child, Merged — statuses for tickets that are part of a parent ticket
Resolved	Work is done, pending confirmation	Resolved, Completed, Done — triggers resolution processors (AI resolution summary, service catalog classification)
Closed	Fully closed, no further action	Closed, Cancelled — final state, no processors run
Active	Everything else	All remaining statuses (In Progress, Assigned, Waiting, Scheduled, etc.)

Why this matters:

• New triggers intake processors — triage, priority classification, categorization, sentiment analysis
• Resolved triggers resolution processors — AI resolution summary, resolution comparison, service catalog classification
• Closed is a terminal state — tickets are hidden from the default signal view
• Child tickets are excluded from the main signal list to avoid duplicates
• Active is the working state — tickets are visible and monitored but don't trigger intake processors again

Tip: When in doubt, map a status to Active. Only map to New, Child, Resolved, or Closed when the status clearly matches those definitions.

Step 5: Map Technicians

Link your Junto users to their ConnectWise member records:

1. Go to the Member Mapping section on the ConnectWise settings page.
2. For each Junto user, select their corresponding ConnectWise member.
3. This mapping enables time entries created by the AI agent to be attributed to the correct technician.

Step 6: Run Initial Sync

Click Full Sync to perform the initial data import. This syncs:

• Companies -- All active companies from ConnectWise.
• Contacts -- Contacts associated with synced companies.
• Tickets -- Open tickets from the selected service boards.
• Time entries -- Time entries associated with synced tickets.

After the initial sync, Junto keeps your data up to date automatically.

Real-Time Sync

Changes in ConnectWise (tickets, time entries, companies, and contacts) sync to Junto automatically in real-time. No manual setup is required — this is configured automatically when you connect the integration.

Hidden Companies

If ConnectWise contains stale or duplicate companies you can't merge yet, you can hide them from the agent so it doesn't surface the wrong record. Hidden companies stay in Junto and can be restored anytime.

1. On the ConnectWise PSA configuration card, click Hidden Companies.
2. In the Hidden Companies dialog, browse or search your ConnectWise companies. Filter by All, Visible, Hidden, or Possible duplicates (rows that share a name or identifier are flagged).
3. Click Hide on a company to exclude it from the agent, or Restore to bring it back. Select multiple rows to hide or restore them in bulk.

A hidden company is excluded from agent searches and company-scoped tools, and can no longer be selected when mapping companies — until you restore it.

Troubleshooting

• Connection fails -- Verify your Company Identifier, Base URL, and API keys. Ensure the API member is not disabled.
• Tickets not syncing -- Check that the correct service boards are selected and that the API member has read access to those boards.
• Time entries not attributed -- Verify the technician mapping. The Junto user who initiates the agent must be mapped to a ConnectWise member.
• Real-time sync not working -- If changes in ConnectWise are not appearing in Junto promptly, contact Junto support.