ConnectWise API Setup & Permissions

This guide is for ConnectWise administrators who are configuring API access for the SonicSaaS integration. It assumes you’ve already completed Step 1–3 of the ConnectWise PSA Integration guide (creating the security role, API member, and generating keys). This page covers the specific API permissions required and troubleshooting when permissions are insufficient.

Required API Permissions Matrix

When you create the SonicSaaS Integration security role, the following endpoints must have explicit permission grants. This matrix is more detailed than the high-level summary in the main integration guide and should be used as a technical reference when provisioning the role:

Company Management

Reference Data (for dropdown menus in SonicSaaS)

All Other Permissions

Refer to the Step 1 permission matrix in the main ConnectWise PSA Integration guide — those permissions remain unchanged and must be granted exactly as specified.

Known Permission Issues

Type Classification (Status & Type) Features

Symptom: The company detail page in SonicSaaS shows “Status” and “Type” fields read-only (gray, no edit controls), or changing them fails with a 403 error:

Failed to update ConnectWise: ConnectWise API 403: You do not have security permission to perform this action

Root Cause: One or more of these endpoints lack explicit permission in the API member’s security role:

• PATCH /company/companies/{id} (for status changes) — often present
• POST /company/companies/{id}/typeassociations (for adding types) — often missing
• DELETE /company/companies/{id}/typeassociations/{id} (for removing types) — often missing

Fix:

1. In ConnectWise Manage, navigate to System > Security Roles
2. Open the SonicSaaS Integration role
3. In the Companies section, verify that Company Maintenance has:
   • ✅ Edit permission (grants PATCH access)
   • ✅ Add permission (grants POST to typeassociations)
   • ✅ Delete permission (grants DELETE on typeassociations)
4. Click Save
5. In SonicSaaS, navigate to Integrations > ConnectWise and click Test Connection to re-verify permissions

Note: These three permissions are separate in ConnectWise’s permission model. An API member may have Edit but not Delete, for example. The SonicSaaS feature requires all three for full functionality.

Type Removal Shows “Success” but Types Don’t Update

Symptom: In SonicSaaS, clicking the ”×” button on a type shows “Type removed” but the type still appears on the company page and remains in ConnectWise.

Root Cause: The DELETE /company/companies/{id}/typeassociations/{id} permission is missing or restricted in the API member’s role.

Fix: Follow the Type Classification steps above to add Delete permission to Company Maintenance.

Types Field Shows Empty Despite ConnectWise Assignments

Symptom: A company in ConnectWise has one or more types assigned, but the Type field in SonicSaaS shows empty or “No types assigned.”

Root Cause: The company sync is configured to filter types (see includeTypeIds/excludeTypeIds in sync settings), or the sync has not run since types were assigned in ConnectWise.

Fix:

1. In SonicSaaS, navigate to Integrations > ConnectWise
2. Check the Sync Filters section:
   • If Include Type IDs is set, only those types will sync. Verify the company’s ConnectWise types are in this list.
   • If Exclude Type IDs is set, verify the company’s types are not in this exclusion list.
3. Run a manual Sync via the integration page
4. Wait for the sync to complete and refresh the company detail page

If filtering is intentional, this behavior is expected — only the non-excluded types will appear in SonicSaaS.

API Field Name Clarification

When working with ConnectWise’s REST API directly (or reviewing connector logs), note these field name distinctions:

Important: ConnectWise enforces a constraint: types can only be set when creating a new company (POST to /company/companies). For existing companies, types must be managed via the /typeassociations endpoint using POST (add) and DELETE (remove). Attempting to PATCH the types field on an existing company will return a 400 error (typeIds can only be used when creating a new company).

Verification Checklist

After updating the security role and API member, verify integration health:

• Security Role: Open System > Security Roles > SonicSaaS Integration
  • Companies > Company Maintenance: Edit, Add, Delete, Inquire all enabled
  • Click Save
• API Member is Active: Go to System > Members > API Members > SonicSaaS
  • Status shows Active
  • Role is set to SonicSaaS Integration
• SonicSaaS Connection Test: In SonicSaaS, Integrations > ConnectWise
  • Click Test Connection
  • Confirm: “ConnectWise connection successful” + version number displayed
• Sync Test: Click Sync to pull the latest data
  • Confirm sync completes without 403 errors
  • On a CW-linked company, confirm Status field is visible and editable
  • Confirm Type field is visible; try adding a type, confirm it persists

If all steps pass, the integration is properly configured.

Common Error Messages & Resolutions

Questions or Escalation

If you’ve verified the checklist above and are still experiencing issues:

1. Collect logs:

   • From ConnectWise: System > Audit Trail, filter for the API member’s actions in the last hour
   • From SonicSaaS: Share the integration test result + any error toasts from the company detail page

2. Contact SonicSaaS support with:

   • Symptoms (what you’re trying to do and what happens)
   • Verification checklist results (which steps passed, which failed)
   • Logs from step 1

3. If directed to ConnectWise support:

   • Ask: “Can you confirm that the SonicSaaS API member has POST and DELETE permissions on /company/companies/{id}/typeassociations?”
   • Share the API Permissions Matrix above as reference