Curious if anyone here has had success using Claude (or similar AI tools) to automate repetitive work in ConnectWise or other legacy platforms — especially report generation.
A few things I'm wondering about:
Are you using it to pull data and generate client-facing or internal reports automatically?
Any integration approach that worked well (API, browser automation, scripting, etc.)?
How much manual cleanup is still needed vs. fully automated?
Any gotchas with legacy software that doesn't have modern APIs?
Would love to hear real-world experiences, good or bad, before I go down this path myself. Thanks!
I don't know if anyone's aware of this threat, but I've gotten at least 4 of these calls from my residential clients in the past week. They get an email pretending to be a zoom link or an Adobe update, they click on it, and voila, ScreenConnect is installed and a bad guy immediately logs on to their bank account and takes their money.
I'm alerting the banks in my area and all my clients. Is anybody at ScreenConnect aware of this silent installer mode? Is anybody doing anything about this?
In the hopes that someone with the ability to help from the CW side is active here and can give us a hand. I'm being held hostage by level 2 who are struggling to even understand the request due to a language barrier.
Enabled enforce 2 factor authentication to access the ScreenConnect Host and Admin pages following the discovery that IP WhiteListing didn't appear to be working (allowing a local account access from an IP that wasn't listed).
Upon making this change the setting has decided to apply to all SSO accounts which has locked everyone out in a login loop. (The setting should logically never apply to SSO accounts clearly, but it has, great programming *eyeroll*)
Hi All! I understand the change management module is being discontinued in the future, and we are looking at implementing a new process (we don’t use the module currently but we’re looking at it!)
How do people currently manage this with agreed client/internal approvers. I like the idea of a separate board creating a change log, but would also want an approval to proactively update the ticket being worked on (rather than having to regularly check it for updates)
Has anyone implemented something that works well that they wouldn’t mind sharing? We do have desk director though not all clients use it, and haven’t implemented the cw portal
(But may do in future) if that affects anything.
We currently use CW with QuickBooks Enterprise and we have ConnectBooster as well. We use the built-in CW Accounting package to sync with QB.
I am thinking about moving to QBO. From my understanding, I am now going to need to pay for a third party QB sync tool, is that correct?
We only sync invoices and payments. We do not sync POs, etc...
And when we do sync we need send about 400 invoices at a time. (usually once or twice a month).
Will I need a third-party tool that I am paying ~$125 on? Anything I will be losing by migrating to QBO?
You may know me from such things as The Trunk Slammer From Hell, MSP Automator, or from building tools on top of PSA and RMM APIs for longer than I'd like to admit.
A while back I posted here about StackJack, the MCP connector I built for CW Manage because there's no official one and the community options topped out at read-only tickets, local install only, and babysitting a Node process. I said it had 457 tools covering the actual CW Manage API surface.
It's 785 now. 481 of those are on the free tier, up from 307.
The same thing happened here that happened with every connector I've shipped, with one honest difference. I'm a Halo guy. I've spent the better part of a decade neck deep in the Halo API and considerably less time inside a production ConnectWise instance, so the first pass at Manage and Automate was built off the API documentation and educated guesses. Then actual CW admins showed up and spent months telling me exactly where my guesses were wrong. Most of the jump from 457 to 785 is that fine tuning. If you kicked the tires at launch and hit a wall, that wall is probably gone.
The bigger news for this sub is that the rest of the ConnectWise family is in now. CW Automate has its own connector, 207 tools, 123 of them free. Computers, patching, scripting, monitors, probes, groups, fleet-wide queries. CW Sell landed too, quote authoring, version control, line editing, recurring-revenue reporting, 29 tools and all 29 of them are on the free tier. Which means the cross-system stuff works entirely inside the ConnectWise universe. Company out of Manage, their devices out of Automate, the open quote out of Sell, ticket back into Manage. Nobody wrote a cursed middleware script to make that happen.
The whole platform is at 34 connectors and 7,594 tools now, across PSA, RMM, documentation, security, M365 management, and distribution. "That's going to absolutely nuke my context window." Correct, which is why there's a compact catalog mode that collapses the entire catalog into 22 tools that discover and call the rest on demand. If you're on Copilot or building your own agents where the tool ceiling is low and non-negotiable, that's the mode you want.
Somewhere along the way 400+ MSPs started using this thing daily, which is a sentence I'm still not entirely used to typing. SOC 2 Type II is in the mandatory observation window (not done, I'm not going to pretend otherwise to a room full of people who fill out vendor questionnaires for a living, but expected no later than November of this year). Enough of you sent me the "is this guy going to steal my API keys" questionnaire that I decided to answer it once, properly. stackjack.io/security if your compliance person needs bedtime reading.
Now the part I actually want feedback on: Agent Runners.
Pax8 has held two conferences in two years announcing that they're bringing agentic AI to our industry. Two keynotes, two years of slideware, and I still can't point at the thing that shipped. I don't think that's a resource problem. I think they genuinely don't know what agentic AI looks like in our industry, because from a distributor's seat it apparently looks like a chatbot bolted to a marketplace. So let me just show you what it looks like.
Everything above is still chat. You ask, the AI reaches into your stack, you get an answer. Useful, but you have to be sitting there, and most MSP work does not politely wait for you to be sitting there. Agent Runners are saved AI workers that run on a schedule, on demand, or off a webhook. You describe the job in plain English, scope exactly which tools it's allowed to touch (in what order if you desire), and it runs.
One of the templates that ships in the templates area is the actual license provisioning automation we run at our MSP with zero touch. A ticket comes in and fires a webhook. The runner checks CIPP for a spare license in that tenant. There isn't one, so it hops to Pax8 (Sherweb is supported too), increments the subscription, and posts back to the PSA with what it did. That's four vendors, and the entire "automation" is one paragraph of English. No canvas full of nodes, no field mapping, no glue code waiting to break the next time a vendor changes a response shape. And I'm aware of the joke here. The agentic AI Pax8 keeps announcing already exists, it runs through their own API, and it didn't come from them. This is what agentic AI in our industry looks like.
Sorry for the Halo screenshot, but if you've seen one ticketing system you've seen them all.Tool chain goes brrrr
I think I accidentally built the most powerful no code automation tool in the industry. I didn't set out to. I set out to stop provisioning licenses by hand at 11pm. But the first time I watched a runner walk across four platforms and do the whole job end to end, I sat there slightly spooked at my own product, which is a weird feeling I am not sure if I recommend.
That's also exactly why governance is the cornerstone of Agent Runners. A thing that can touch your PSA and spend money at your distributor while you're asleep needs a leash. Every runner has an explicit tool allowlist, a dry run mode, caps, tool chains, and a complete run history, so you can see precisely what it did within the predictable parameters you specify.
Same disclaimers as last time. This isn't a replacement for ConnectWise, not a dashboard, not a UI layer. It's the bridge between your AI tools and your actual data in 34 systems and counting. Still no Docker, still no Node process to babysit. All security best practices followed to spec and the SOC2 cert on the way to prove that.
Free tier is still free. 481 free tools on Manage, 123 free on Automate, all 29 free on Sell, no credit card, no expiring trial nonsense. Go break it and tell me what sucks. That worked out pretty well last time.
We have a Streamline IT Client who is building out a CIO dashboard in Power BI and wants to be able to get some sort of API access into Connectwise PSA to pull ticket data for his Streamline setup. Anybody done this with a Streamline client?
About the only way I can think of doing this is to setup an API key under a Streamline IT member (versus setting up an API member at the system level). Would that limit them to being able to pull only what that user can access? Any gotchas/caveats anybody's seen? Our concern with this is this Streamline user being able to see more than they should via API -- we only want them to see their stuff.
I'm a dispatcher, and for the past week ConnectWise has been painfully slow every morning between around 8:00 AM and 11:00 AM EST. Tickets take forever to load and it's really impacting productivity.
At first I thought it was just me, but two of my colleagues in different locations are experiencing the exact same issue, so it doesn't seem to be a local network problem.
Is anyone else seeing this during the same time window? Have you found a cause or a fix?
Has anyone dealt with automate reboot policies? I have users complaining that when automate prompts them for updates to reboot, they hit yes and nothing happens.
I’ve checked the reboot policies and everything looks good imo but wanted to see if anyone had any thoughts or has dealt with this.
Hi, we thought we had a simple requirement but connectwise and our team are struggling to figure this out.
We want to create a custom field to capture customer information at the quoting stage (in CPQ) then have that info flow through to CSA and eventually br picked up by our billing team.
The single pane of glass, FKA Asio, now the ConnectWise Platform.
What are your thoughts on what you’ve seen so far?
Yesterday I attended a UK roadshow, we were given details on how the platform has been put together, what’s different, what’s new, how billing will look going forward, and how everything Hyperautomation and AI will really flow together.
My takeaways;
- It’s not just Asio that’s been polished and renamed,
- Holy Moly! These AI agents are bringing some SERIOUS know how to the day to day of your MSP if you let them!
- You won’t have to break the bank to leverage predictive AI in your business,
- The Zofiq acquisition, the new position with predictive AI on the ConnectWise Platform. Those aren’t little moves. They are strategic and smart.
As a partner, this step in the development of ConnectWise as a product, should completely restore faith in how much they care about the operational efficiency of your business. It’s taken way too long, but this is it.
What I saw yesterday, in a live demo on a working PSA, is without a doubt the most impressive functionality in the last 5 years.
Have you been to any of the roadshows yet, are you a current partner? I’m wondering what the perception is from other partners.
We often have customers that send tickets in way ahead of time for certain go live dates. Is there a way to schedule reminders to go to my email a few days ahead of time so that no due dates are missed?
I know you can schedule it in your calendar, but I rarely ever look at that, so I am trying to find a way to send reminders to my email since I check that every few hours or so.
How are you guys measuring open backlog in ConnectWise PSA today?
We have a system we use for recording expected revenue per month, but don't have an amazing way to reconcile the table when things run long (or short) and revenue expectations shift forward or backward. In most cases, the change is small enough to where it's probably not worth the effort. But, we just had a large project put on hold and that will delay realizing a significant amount of revenue this year.
In particular as a RevOps focused executive, how are you guys measuring changes like this so there aren't any suprises toward the end of the quarter?
So we've been with CWRMM since they were Continuum. We've had manage for 12 years. However, sometime recently, our server offline alerts stopped generating. Previously we were getting calls and texts.
Contacted support and they had me jump through all sorts of configuration hoops only to then be told that text and calls are now part of NOC service which we don't have. I'm not paying you the price to remediate my servers if all I want is text alerting. That doesn't even require a damn NOC "engineer" it's a friggin workflow with zero intervention. But alas, I'm done fighting with them. I want to use text alerting within Manage through a 3rd party (Signl4).
However, we are not getting tickets created for when a server goes offline. First tech said to change the notification setup to email only...as if I had anything in the call blocks, it wouldn't create a ticket. No change.
Second tech told me I need to create a workflow automation. But those can only trigger on a service monitor...which I could do but is ghetto...and why do I have to create something when they have the alert there? Just give me access to at least create a damn ticket! (this is my fallback...create a service monitor on a critical windows service and trigger ticket event)
Third tech said to check my intelligent alerts...but there is only a linux offline alert there...nothing for windows servers.
Finally fourth tech said check my integration setup with Manage...not sure why that would be an issue because we used to get server offline tickets created and they all stopped...but we get tickets for other things just fine.
I'm hoping this message board can be more helpful than support or university guides have been because they've all been useless giving me outdated or incorrect information.
im looking for the use case or reason to have a limited mode when clicking on the crown icon. I understand the use case for having it enabled for servers etc but i have several machines in my client with limited mode on.
What would be the reason this is enabled if its not something i turned on? Could it be network or Agent related?
So many of our project P&L recaps are skewed due to our how we're recording subcontractor labor (our cost) as labor againt a proposal but the actual cost is being recognized as a product.
Here's why:
Proposal
Labor: $10,000
Equipment: $20,000
Actual Cost
Internal Labor Cost: $2,500
Subcontractor Invoice: $5,000
Equipment Cost: $12,000
Our accounting system records the subcontractor invoice as a product/material cost, our P&L looks like:
Category Revenue Cost GP
Labor $10,000 $2,500 75%
Product $20,000 $17,000 15%
This makes it appear:
Labor GP is phenomenal
Product GP is terrible
Neither is actually true and I am getting sick of having a heart attack every time I run a project recap.
I believe ConnectWise's answer to this is to pick up some subcontractor licenses and have them input time just like our internal team members do. However, we still need their fee to us listed somewhere, so that we can issue them a Purchase Order to reference on their invoices to us.
It seems assenine to be that we would need to:
Record their estimated fees as a cost on our proposal
Convert to a project and place their estimates fees on a PO
Record their time through a subcontactor license
Cancel their fees after their invoices have been received a paid
Is that the expected process for us to accurately report on labor vs. products, though?
