ContraForce Integration with ConnectWise PSA

Reviewed by ContraForce team · Updated 2026-09-04

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.

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:

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