API Key Creation and Configuration

In this section we will cover the required API Keys to facilitate Pia's integration with your internal systems. Not all API Keys are mandatory and you are not required to create API Keys for every type of integration. API Key creation instructions for some Connected Services such as Ticketing Systems will be duplicated below with specific instructions per Ticketing System. Please only follow the instructions applicable to your environment.

At the start of each section, next to the name of the integration type will be the text "(Optional)" or "(Mandatory)" to indicate the difference between mandatory and optional integrations with Pia.

Ticketing Systems (Mandatory)

Ticketing System integration for Pia is mandatory regardless of which ticketing system is in use. Please see the list of ticketing systems below for instructions specific to each system.

ConnectWise Manage

1. Log into ConnectWise Manage as an Administrator.
   
2. Click on System > Security Roles

3. Click on the "+" symbol to create a new Security Role.

4. Name the role "Pia - API" and click the "Save" icon.

5. Set the permissions to be the same as below and then save the changes.
Note: Some sections are intentionally left blank but included to mirror the layout of the CW Manage permissions page.

Level	Add	Edit	Delete	Inquire	Notes
🗂️ COMPANIES
Company Maintenance	All	All	None	All
Company/ Contact Group Maintenance	All	All	None	All
Configuration - Display Passwords
Configurations
Contacts	All	All	None	All
CRM/ Sales Activities
Import Contacts
Manage Attachments	All	All	None	All
Management	All	All	None	All
Notes	All	All	None	All
Reports
Surveys
Team Members	All	All	None	All
Tracks
UserCentric
🗂️ FINANCE
Accounting Interface
Agreement Invoicing
Agreement Sales
Agreements	None	None	None	All
Billing Rate Maintenance
Billing Reconciliation
Billing View Time	All	All	None	All
Company Finance
Expense Reimbursements
Financial Dashboard
Invoice Approval
Invoicing
Reports
🗂️ MARKETING
ConnectWise Campaign
Marketing Groups
Marketing Management
Marketing Reports
🗂️ PROCUREMENT
Inventory Adjustments
Inventory Transfers
Product Billable Option
Product Catalog
Products
Purchase Orders
Purchasing Approvals
Purchasing Demand
Reports
RMA Entry
RMA Processing
Serial Number Search
🗂️ PROJECT
Close Project Tickets
Close Projects
Project Contacts
Project Finance
Project Headers
Project Management
Project Notes
Project Phase
Project Product
Project Reports
Project Scheduling
Project Teams
Project Templates
Project Ticket - Dependencies
Project Ticket Tasks
Project Tickets
🗂️ SALES
Closed Opportunity
Opportunity				All
Opportunity Finance
Reports
Sales Dashboard
Sales Funnel
Sales Order Finance
Sales Orders
🗂️ SERVICE DESK
Change Approvals	All	All	None	All
Close Service Tickets	All	All	None	All
CloudConsole
ConnectWise Chat
ConnectWise Control
ITBoost
Knowledge Base Approver
Knowledge Base Creator
Launch Remote Access
Merge Tickets	All	All	None	All
Print Service Signoff	All	All	None	All
Reports
Resource Scheduling	All	All	All	All
Service Ticket - Dependencies	All	All	None	All
Service Ticket - Finance	None	None	None	All
Service Tickets	All	All	None	All
SLA Dashboard
Ticket Templates
🗂️ SYSTEM
Add Licenses
API Reports
Chat with ConnectWise Manage Support
ConnectWise Manage Labs
ConnectWise Next
ConnectWise Now
Custom Menu Entry
Data Import
Email Audit
List View Export
Manage Hosted API	All	All	All	All
Marketplace Sharing
Mass Maintenance
Member Maintenance				All
Member Maintenance - Finance				All
My Account
My Company
Report Writer
Security Roles
System Reports
Table Setup	All	All	All	All	Note: Click on "Customize" and only Allow Access for "General / Manage Hosted API", "Company / Company Type", "Member / Member Type" and "Service / Service Board"
Today Links
🗂️ TIME & EXPENSE
Expense Approvals
Expense Billable Option
Expense Report Entry
Reports
Stopwatch
Time Approval
Time Entry	All	All	All	All
Time Entry Billable Option	All	All	All	All

Set the permission as below in the Table Setup Section.

Note: For the Table Setup section, please keep in mind that unlike most permissions windows, the allowed permissions are in the left hand panel on this window.

1. Click on System > Members

2. Click on the API Members tab and then on the "+" symbol.

3. Fill in the Member ID & Member Name referencing PIA. Set the time zone to your local time zone. For the Role ID, choose the role created previously for Pia. For all other mandatory fields, choose the default option and then click "Save".

4. After ConnectWise saves the information in the step above, click on the "API Keys" tab.

5. Click on the "+"symbol to add an API Key.

6. Enter in a description for the API and then click the save button.

7. The Public and Private keys will be created at this point, save them both in a secure location for later reference.

Autotask PSA

1. Log into your AutoTask PSA as an Administrator.
   

2. Navigate to Admin > Account Settings & Users

   

   

3. Expand the + icon next to “RESOURCES/USERS (HR)” and then under the Security section, click on “Security Levels”.

4. Right-click on the text for “API User (system) (API-only)” and choose “Copy” from the menu.

5. Call the new Security Level “PIA API User (system)” and ensure that “Active” it ticked.

6. The permissions for the Security Level are very comprehensive, please set them as per the screenshots below.

info

Note: Screenshots are section by section.

info

Note: If you have any custom sections in your Security Level permissions not shown in the screenshots below, please leave them as default.

7. Save changes once the permissions match what is detailed above.
8. Hover over the AutoTask icon and navigate to Admin > Client Settings & Users

9. Expand “Resources/Users (HR)” and then click on “Resources/Users”.

10. Hover over the down arrow next to “New” and choose “New API User”.

11. Enter the fields for the new API User as defined below

• Set the First Name field to “Pia”
• Set the Last Name field to “API”
• Set the Email Address as to your support email address e.g. support@example.com
• Ensure "Active" is ticked
• Set the Security Level as “PIA API User (system)”
• Set the Primary Internal Location field if it exists to the default location
• Click on the “Generate Key” button for the Username
• Click on the “Generate Secret” button for the password
• Select “Custom (Internal Integration)” radio button
• For the “Internal Integration Name”, type “Pia”
• Add “Not Associated” items in Line of Business section to the “Associated” section.

13. Record the Public and Private API Keys (referred to as "Username(Key)" and "Password(Secret)" as well as the Tracking Identifier fields in a secure location for later reference).
14. Click "Save & Close".

Halo PSA

1. Log into your HaloPSA as an Administrator.
   
2. Select the "Configuration" option either from the dashboard or from the left hand menu.

This will take you to the Configuration Screen.

3. In the Configuration Screen, Click on the Search bar and search for "API" to filter the list.

4. Select HaloPSA API from the Core Features. This will take you to the HaloPSA API Details screen.

5. From the available options, Click on the "View Application" button. This will display a list of applications.

6. Select the "New" button from the right corner. You will be directed to a new screen where you can add an application.

7. In the "Details" Tab, fill out the following information:

• Application Name: Enter the name of the Application e.g. "Pia"
• Tick on the "Active" checkbox (if it's not ticked)
• Authentication Method: Client ID and Secret (Services)
• Login Type: Agent
• Agent to log in as: Select a user from the list. This should be the admin account that you are creating the user with

Creating a New Agent to Log in as...

Step 1: In the Configuration Screen, Go to Teams & Agents

Step 2: In the Agents Screen, click on the Agents option

Step 3: You will be taken to the screen with a list of available Agents, Click on the "New" button

Step 4: Add the New Agent Account Details as follows:

• Username: Name of the new Agent
• Email Address: Agent Email Address
• Password: Password for the Agent to login
• Use AD Authentication: leave it blank
• Roles: Select Administrator from the drop-down
• Is an API-only Agent: Set it to True
• Can Approve Purchase Orders: Set it to False

Rest of the configuration can be set to default and changed as required.

Step 5: Save the details

8. In the "Permissions" Tab, select the following permissions:

• all:standard
• admin:webhooks

9. In the "Security" Tab, enter the host name of the site to allow cross-origin resource sharing eg: test.pia.ai.

Once done, Click on the "Save" button.

Documentation Systems (Optional)

Integration with documentation systems allows Pia to store data of executed packages in a location for your service desk staff to reference.

ITGlue

For IT Glue, Pia can store data of packages which have been ran including the following:

• Name of the Package
• Package Category
• Package Status
• Link
• Package Id
• Procedure Document (Downloadable PDF format)

This is stored in the form of a flexible asset which is also detailed below.

1. Log into IT Glue as an Administrator.
2. Go to Account > Flexible Asset Types

3. On the Flexible Assets page, click on “+ New”

4. Create the Flexible Asset with the information below;

5. Click "Save".

To enter data into the Flexible Asset, an API Key must be created, please follow the instructions below.

1. Log into IT Glue as an Administrator.
2. Click on "Account" on the top bar.

3. Click on the “API Keys” tab.

4. Under the Custom API Keys section, click on the "+" symbol to create a new line for another API Key.

5. Enter a descriptive name for the API key and click on “Generate API Key”.
   Note: Password Access is NOT required for Pia.

6. Record the API Key created in the API Key field in a secure location for later reference.