ContraForce Integration with ConnectWise PSA
Reviewed by ContraForce Security Operations Team ยท Updated 2026-08-12
The ContraForce integration with ConnectWise PSA connects security investigation outcomes to the MSP's system of record. The objective is not merely to create a ticket. It is to keep incident state, evidence, response actions, ownership, and closure synchronized without forcing an analyst to rewrite the investigation.
What the integration should synchronize
| Security-delivery event | ConnectWise PSA record behavior |
|---|---|
| Eligible incident received | Create or associate the correct service ticket |
| Investigation in progress | Add structured internal status without flooding customer-facing notes |
| Human approval required | Route to the correct board, owner, priority, and status |
| Response completed | Record the action, approver, time, and supporting evidence |
| Incident closed | Set the mapped closure state and attach the final summary |
| Integration failure | Escalate visibly instead of silently dropping the update |
Configuration checklist
- Create a dedicated integration identity with the minimum required permissions.
- 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. ContraForce 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.
- An API failure produces a visible retry or escalation.
Sources and review method
Product capabilities were reviewed against primary sources on 2026-08-12. ContraForce performance figures are product telemetry, not independent industry benchmarks.