ContraForce Integration with ConnectWise PSA

How investigation results, response evidence, and ticket state synchronize with service delivery.

Reviewed by ContraForce team

ContraForce integrates with ConnectWise PSA through webhooks and the ContraForce API rather than through a prebuilt connector. ContraForce emits a signed event at each stage of the delivery loop, your integration reads it with a service account, and it creates or updates the ConnectWise service ticket. You control the board, the field mapping, and the customer-visible wording, which is the part MSPs usually want to own anyway.

How does ContraForce integrate with ConnectWise PSA?

ContraForce emits HMAC-signed webhook events, with automatic retries and delivery logs, when an incident is created, an agent investigation completes, a Gamebook runs, and an incident closes. Your integration subscribes to those events and writes to ConnectWise using the ConnectWise REST API.

Native in-product ticket linking, where an analyst attaches a ticket to an incident from inside ContraForce, currently covers Datto Autotask PSA, ServiceNow, and Jira.

Configuration checklist

• Create a ContraForce service account for the integration, with the minimum required scopes.
• Register your webhook endpoint and verify the HMAC signature on every delivery.
• Map each customer tenant to the correct ConnectWise company.
• Map incident severity to service board, type, subtype, item, priority, and SLA.
• Separate internal investigation evidence from customer-visible communication.
• Define deduplication behavior when the same incident changes state.
• Define reopen behavior if a closed security incident receives new evidence.
• Test attachments, note length, markup, and API rate limits.
• Record integration failures in an operator-visible queue.

Governance model

The Gamebook determines when a ticket should be created, which evidence is required, which actions need approval, and what constitutes completion. ConnectWise PSA remains the service-management record. Because your integration owns the write path, it should not bypass the provider's board ownership, customer agreement, or escalation policy.

Proof-of-value test

Run a benign incident through investigation, an approval request, a response action, and closure. Confirm that:

1. The ticket lands under the correct company and agreement.
2. Severity and SLA mappings are correct.
3. Internal and external notes remain separated.
4. The approval and response action are attributable.
5. Reprocessing the same event does not create a duplicate ticket.
6. A delivery failure produces a visible retry or escalation rather than a dropped update.

ConnectWise documents service-ticket fields and ownership behavior in its Service Ticket documentation. Confirm current API requirements through the ConnectWise developer documentation available to your account.