Role in migrations
- Staff (HD): supported as both (source and target).
- Company (HD): supported as both (source and target).
- Contact (HD): supported as both (source and target).
- Ticket (HD): supported as both (source and target).
Field-level support migrating FROM ConnectWise (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | Yes |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Tags | No such field in platform |
| Custom fields | Yes |
| CC | No such field in platform |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating TO ConnectWise (Ticket)
| Field | Supported |
| Requester | Yes |
| Company | Yes |
| Assignee | Yes |
| Group | Yes |
| Attachments | Yes |
| Comments | Yes |
| Comment Created date | No |
| Comment Author | Yes |
| Tags | No such field in platform |
| Custom fields | Yes |
| CC | No such field in platform |
| First Response Time | No |
| Created date | Yes |
| Updated date | Yes |
| Closed date | Yes |
Field-level support migrating FROM ConnectWise (Company)
| Field | Supported |
| Domains | No |
| Tags | No such field in platform |
| Custom fields | Yes |
| Notes | No |
Field-level support migrating TO ConnectWise (Company)
| Field | Supported |
| Domains | No |
| Tags | No |
| Custom fields | Yes |
| Notes | No |
Field-level support migrating FROM ConnectWise (Contact)
| Field | Supported |
| Tags | No such field in platform |
| Custom fields | Yes |
| Phone | Yes |
| Notes | No |
Field-level support migrating TO ConnectWise (Contact)
| Field | Supported |
| Tags | No |
| Custom fields | Yes |
| Phone | Yes |
| Notes | No |
Migration options available for ConnectWise
- Migrate the newest records first - applies to: source (Ticket)
- Select records for Demo - applies to: source (Ticket)
- Inline images in tickets - applies to: source (Ticket)
- Skip ticket attachments - applies to: source (Ticket)
ConnectWise — Setup & How-To Guide
For more information: https://help-desk-migration.com/help/connectwise-migration-guides/
ConnectWise Migration: Board Types, Board SubTypes, Board Items transfer by default
The Help Desk Migration team recently added the ConnectWise Board Types, Board SubTypes, and Board Items to a default migration workflow. So you can map these data entities and get them to your service desk easily.
| Concept | Description |
| Board Types |
Primary categories or classifications within ConnectWise Boards. They classify and group related boards. Examples: "Development," "Support," "Sales," or "Marketing." |
| Board SubTypes |
Subcategories within each Board Type further refine the classification of boards. They add specificity and granularity to board categorization. Examples: "Front-end Development," "Back-end Development," or "UI/UX Design" within "Development" Board Type. |
| Board Items | Board Items are the essential units that encapsulate the work within each board. They correspond to specific tasks, issues, or project requirements. These items can be assigned to team members and possess due dates, descriptions, and files while enabling progress tracking. They seamlessly transition across various stages or columns on the board. |
How do you generate ConnectWise API keys?
To generate ConnectWise API keys, follow these steps:
1. Go to your ConnectWise account and navigate to "My Account."
2. Once in your account settings, locate the "API Keys" tab.
3. In the "API Keys" tab, use the "+" icon to create a new API key.
4. After saving, you will see both the Public and Private keys generated for the API key you just created. Copy and save both the Public and Private keys in a secure location, as they will only be available at the time of creation.
How to search tickets in ConnectWise Manage?
To efficiently search for tickets in ConnectWise Manage post-migration, follow these steps:
1. Go to 'Service Desk' → 'Service Ticket Search'.
2. On the 'Service ticket search' page, select 'Service ticket' in the 'Ticket type' field, then click the 'Search' button.
3. All tickets, including closed and resolved ones, will be displayed.
4. Navigate through the pages to view all tickets.
Vendor Client ID and Board Fields
Clients can use a single Vendor Client ID across multiple migrations.
If a client needs Board ID and/or Board Name migrated, this can be done into a text custom field — this requires a customization.
Troubleshooting: Boards Not Appearing on the Mapping
If a client's boards aren't showing up on the mapping, check whether the board is active and whether its type is not "Project."
Agent Mapping Requirements
Only agents with licenseClass = F and adminFlag = true are shown on the mapping. Additionally, agents need the "Manage Administrator" checkbox selected under the System section for their data to appear on the mapping.
If a client has agents with other roles, check with engineers on whether they can be custom-output to the mapping.
Ticket Types Migrated
All ticket types from ConnectWise are migrated: Service Requests, Problems, and Changes are simply ticket types in ConnectWise and migrate as tickets. If a client has additional modules for other object types, migrating from those requires further investigation.
From ConnectWise, all tickets with the type "Service Ticket" are migrated.
ConnectWise Migration Limitations
- Agents must be created before migration.
- Groups must be created before migration.
- Dates don't migrate — they can be migrated into a custom field.
- Tags don't migrate — they can be migrated into a custom field.
- ConnectWise has Project Tickets, which can be migrated as a custom migration.
- By default, inactive boards are migrated from ConnectWise. Filtering can be applied so only tickets from active boards are migrated.
- When ConnectWise is the source, inactive users are also read during migration and migrate to the target as regular contacts.
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