Did you create a custom security role for the API Member? Have you upgraded your ConnectWise Manage version to 2017.4 or above?
If so, you may notice that your tickets aren't receiving information such as ticket summary, contact, company and resources from ConnectWise Manage.
As part of the 2017.4 update, ConnectWise changed the permissions required to access tickets from the API. Since version 2017.4, project ticket access permissions are needed to access any ticket.
How can I fix this?
There are two options to resolve this. The first is to give the SmileBack API Member you created in ConnectWise Manage the security role "Admin".
The second option is to update the custom security role to include extra permissions:
- Go to System > Security Roles
- Select the security role you created for SmileBack
- Go to the Project module
- Give the Project Tickets entry the following permissions:
Description Add Level Edit Level Delete Level Inquire Level Project Tickets All All None All
- Save the security role
- Go to SmileBack and refresh one of the reactions that is missing ticket details by opening the reaction dialog and clicking on Refresh Ticket Details
Note: Updates to the security role may take a few minutes to be reflected in the API validator in SmileBack.
Do I need to do this?
If you created a custom security role, which didn't include project ticket permissions, for the SmileBack API Member, then you do need to make these changes.
If you have any further questions, reach out to us.