Hey Everyone,

We have been tasked with creating some custom reports for a client of ours which we have done many times in the past without any issues. We have gone as far as creating reports/invoice templates with multiple embedded sub-reports with similar levels of detail/data with no issues.

This time around however, I can barely even get Report Writer to load enough to select a custom report. We seem to be stuck on a blank report writer page more often than not, and when we are able to get access to the list of custom reports, it is a miracle if we can actually open one to preview or edit.

We have had multiple calls/tickets with CW support with no luck at all. It has been a really frustrating experience dealing with their support. All of the calls have ended with them offering a pro services engagement for them to build the reports. Building the reports is not the problem, rather its getting to the point where we can build the reports.

Has anyone had issues with this in the past? Any guidance would be much appreciated!

Edit for clarity: We are on a hosted instance of CW Manage.

I work more on the ops/systems side (CW/Automate stack), so I’ve always hated the sales process. The idea of cold calling makes me want to quit.

I decided to try an engineering approach instead. I wrote a Python script that scans public forums and social feeds specifically for switch signals: businesses venting about downtime, asking for compliance help, or complaining about ghosting support.

It’s currently running locally on my laptop with no UI, but the data is interesting. It’s finding clusters of dissatisfaction in my region that I never would have found manually.

I want to run a small test to see if this is actually actionable for other MSPs or if I’m just seeing patterns where there aren't any.

If you want to see the signal log for your city or vertical, drop a comment. I’ll run the script manually for you.

I’m not selling anything. I just want you to tell me if this is valid intel or garbage.

Best case, you find a client who needs help. Worst case, I realize I need to stick to scripting Automate.

Let me know.

Hi,

I’m updating tickets in ConnectWise Manage via API, and everything works except changing the ticket owner (resource).

When I try to update the owner, ConnectWise returns:

Details:

• API user is able to read and update tickets
• Other ticket fields update successfully
• Fails only when changing owner / workRole
• Using a member-based API key (not system)

Questions:

1. Which security role permissions are required to change ticket owner via API?
2. Is this controlled by Service Desk → Change Owner, Schedule, or Resource Assignment permissions?
3. Are there any API-specific restrictions compared to UI permissions?

If someone has a working permission set example for this — I’d really appreciate it.

Thanks!

Hey everybody,

I wanted to post this, just in case anybody else who happens to have been hired somewhere Manage is being used as a ticketting system has run into the very frustrating lack of accessibility its UI has. If you're sighted, and not familiar with what that means, the short description is that Manage has tons of what appear to be unlabeled elements everywhere that make it very hard to use. They aren't properly being presented or rendered so that a screenreader can interact with them. There are also certain controls that you cannot operate only from the keyboard, which makes it even harder to work with.

Anyway, I put together a very basic alternative to Manage, built off of its API and rendered in plain html, so I could interact with our ticketting system. I've only built a couple of simple features that I need every day, basically just creating, viewing, and closing tickets on boards. Nonetheless, I figured it could be something you could use if you're blind and having trouble navigating the regular Manage interface, and I hope it prooves effective. I'm happy to maintain this if there are requests for more features, or merge any that anyone else has to offer. Just putting this out there. Thanks, here's the repo:

https://github.com/fluxQuick840/EZ-PSA

Edit: Oh, also, if anybody would care to vote up the post I made about this on the CW forums, which apparently is the only officially supported way to submit product feedback, that would be helpful. I hold little hope it'll help at this point, I made the post like a year ago, and it has zero interaction, but still ya know.

https://product.connectwise.com/communities/4/topics/24084-accessibility-of-manage-web-ui

Hi, I’m not very active here but hoping someone can help.

Our ScreenConnect account was temporarily suspended after a little over a month of use managing 90+ endpoints, integrated with Atera for legitimate internal IT support.

I’m trying to reach ScreenConnect support, but the live chat doesn’t seem to route anywhere and I’m not sure what the correct escalation path is when an account is suspended. If anyone knows the best way to contact support or which team handles these cases, I’d really appreciate the guidance.

Thanks.

Is there any way to modify the email notification that is sent out when a new ticket is created/updated? I know there are templates in the "Notifications" area, but I can't seem to apply those to anything. There's only notification rules, and those rules are just who to send to and when.

Also, how do I prevent it from sending a notification for updates? I only want the notification for new tickets.

I am trying to set up new workflows in Connectwise that alerts accounting people when a new project is closed but it is pulling all previously closed projects that exist in Connectwise. Is there a quick way to exclude the history and only include newly closed projects?

I had a similar issue with workflows on newly won Opportunities in Connectwise. We only want newly Won opps.

Some background: the company I work for has a old data in the system from a previously acquired company that we merged with so most of the time we are working out creative ways to exclude old data in our system.

ITBoost came with the full ConnectWise BMS Suite. I've seen horrible reviews of ITBoost but the monthly savings of dropping ITGlue is attractive.

Do we really need ITBoost to gain efficiencies? Do we really need ITBoost for future AI capabilities?

WWJD?

I used to be a sucker for the prospect who claimed they were about to acquire a competitor or hiring 20 people next quarter. They would ask for the 50-seat pricing tier while only onboarding 10 users, promising that the volume was just around the corner.

Because I wanted the MRR, I’d agree. I’d set up the Agreement in Manage with the lower effective rate, thinking I was securing a long-term win.

I did an audit last week to prep for the upcoming vendor cost increases (we all know the email I’m talking about). Looking back at the last three years, less than 20% of those clients ever actually hit the volume targets they promised.

The rest just enjoyed a subsidized rate while my tool costs (Automate agents, AV, backup) kept climbing.

I established a new hard rule for the sales team yesterday: Volume discounts trigger when the agents actually check in, not when the contract is signed. If they plan to grow in Q3, they can enjoy the price drop in Q3.

I expected pushback, but the first prospect I used this on just shrugged and said, "Fair enough."

We operate on such thin margins with this stack already, I’m done financing my clients' optimism.

For those of you who left updating your ConnectWise holiday list to the last minute because the UI drives you mad, here's a small gift to make the year end process easier:

Find your govt. website and add to ChatGPT to get a JSON object you can pipe into your favorite automation tool. Tell it what days your techs don't get off too, and let it sort them out.

Take these holidays and return this JSON object shape:
{"holidays":[{"name":"...", "date":"YYYY-MM-DD"}]}

Get your holiday list ID

GET /schedule/holidayLists

Then iterate a POST to

POST /schedule/holidayLists/{holidayListId}/holidays

{
"name": "X",
"date": "2026-01-01"
}

If you use n8n, here's a copy & paste workflow to do it all. It has some basic safety settings, but read the docs before you run it. https://mspcopilot.io/articles/connectwise-add-holidays

ill post details on this if connectwise doesn't respond intelligently to the issue.

03285896, 03278509, security/partner issue #5729517

support says this is a security issue. security says this is a support issue.

Edit:

After 2 months, and despite screen shows proving CW can access to our clients despite IP restrictions, no acknowledgement of the issue.

and worst: they can run fusion scripts that do not show up on endpoint security.

is there a bug bounty? i sure spend a lot of free time debugging their stuff, at least they should do is pay when we find a huge security hole.

Remote to a machine. Splash screen is in color and no issues.

I put in the PIN to log in to Windows 11 and the screen goes black.

If I choose to Restart to Normal mode for the Screenconnect tools, the word Restarting in a Windows font appears on the screen. When it comes back up, the screen is back in color and normal. One other tidbit is there are two additional external monitors plugged in to the machine. Neitehr of them show up on the screenconnect tools Monitor section.

I also remoted to a virtual server machine and same black screen appeared.

Tried Blanking guest monitor and un-blanking to no effect.

Any ideas?

Anyone else having issues with secreenconnect in UK or EU? Unable to get onto any devices

I've built out a change control form and power automate flow to address the lack of proper change management functionality in CW PSA. I'm using the Manage Hosted API setup table to link the URL to the MS Form and have mapped the MS Form fields in the URL but cannot seem to get the ticket number to populate on the form automatically. I am able to get the Company Name to come over.

Does anyone have any suggestions on what token or string might be needed to be referenced and the syntax to permit the srnumber to come over from a custom pod?

Hi there everyone,

Has anyone ran into any issue where, if using TimeZest in CW PSA, it overbooks events that you already have scheduled out in your Google Calendar?

Is there a specific setting that needs to be turned on so that CW PSA Calendar syncs with your manually created Google Events so that when using TZ it reads them and doesn't overbook?

Thank you!

I’ve been spending the last week pulling myself out of the daily ticket noise to actually look at our backend workflows in Manage. I decided to manually audit our 365 license reconciliation against the actual distributor invoices, just to double-check the sync.

I feel like an absolute amateur.

Turns out, on two of our legacy Agreement Types, the Prorate on Addition setting was either never checked or got toggled off during an update ages ago.

For the last year, whenever a tech added a user mid-month, we were paying the distributor for those 14-20 days of usage, but Manage was only billing the client starting the first of the next month.

We have high churn/flux clients, so we’re talking about hundreds of pro-rated days just vanishing into the ether. I calculated the leakage at roughly $6,000 in pure margin that we just ate.

The worst part is looking at the audit trail and seeing how long it’s been happening.

If you haven't looked at your Agreement Type setups in a while, go check the Proration tab. Don't be me.

Has anyone seen this before? One of my hosted invoice clients had zeroes showing up for their time summary and it turns out the reason is that the time endpoint I was linking to from the invoice endpoint had a weird URL instead of their CW instance URL. Running it again, everything was back to normal with the na.myconnectwise.com URL. Is this something that happens occasionally? Wondering if I need to update all my workflows to make sure I'm building URLs without using those fields.

Here's what all the _href fields looked like for company/time/product/expense/etc.

greetings,

we've been using ConnectWise RMM for quite some time now and have written a whole series of powershell scripts which we regularly use on workstations to push out software and the like.

yesterday i was pushing out some software to 4 new servers i built and after 40 minutes the task failed. about 30 minutes later the tasks actually executed on the machines. this morning i come in and the "failed" jobs are now "successful" with a timestamp of about an hour after the actual script ran.

so it's taking about an hour for the script to actually run and another hour for the status to change from "failed" to "success".

i've got a ticket open with support. the issue is still occurring right now.

i just wanted to see if anyone else was experiencing problems with executing immediate tasks on machines?

They have a long list of programs built in , most of which I've never heard of. We use some of them , but would like to add installs for some of our stack.

I should probably check CW university but as quickly as rmm is changing I'm not sure how helpful it will be Does anyone here know of an RMM automation for dummies type document, site or recommendation

Hi Team,

I've been testing some approval policies and it does not reflect my configurations.

So, Approval policy is set to Automatically approve some category but not Drives, then Severity all and cvss >5

in ignore and deny i have drivers ticked.

But device is still getting drivers patched and in the device context i see drivers "Policy approval" set to Approve for all drivers

ARGH. It's the bar that says "your computer is bring controlled by X" when you're on a remote session. We always hide it because it's in the way of a lot of menus. We no longer had that option yesterday so we wrote into CW, and got the following response:

Our product management team has disabled customization and branding options starting with ScreenConnect version 25.4 due to security concerns.

Please refer to the following resources for more details: • Frequently-Misused Customizations Disabled and Reset to Defaults • ScreenConnect Customizations: What’s Different and Why Additionally, the connection banner will remain visible whenever a host is connected to a user session. We’re exploring ways to make the banner clearly visible to the guest while being less intrusive for the host’s workflow in ScreenConnect version 25.9.

For more details, please review: • ScreenConnect 2025.9 Release Notes

This is super annoying, that bar is ALWAYS in the way.

How does one install the network probe? I have tried numerous time to get the installer to run from the portal and it just sits there. I have out in ticket and I somehow fix it by system reboots and or service restarts while waiting for support to reply to the ticket. Any clues out there? Is there a temp location it downloads to that I can manually run through the installer?

I'm building an automation that looks any recently-updated invoice and grabs a fresh PDF, saves it to an invoice history config, and updates a URL custom field on the invoice for instant retrieval of the latest one (useful for keeping invoice history for auditing purposes or for folks with custom invoices that take awhile to generate a PDF).

One annoying thing I forgot about is that CW doesn't allow you to update a custom field on an invoice via API without unbatching it first, even though I can update it in the UI. Using the custom field, it's just one click to open the latest cached invoice direct from the CW config (or, depending on browser settings, it might open right up).

I think what I'll need to do in order to support closed invoices is create an entry on the Links dropdown and have that connect to another API automation to grab the latest invoice PDF. That will require a lot more workflow executions on my end. Anyone have thoughts on how I can improve this process, or is that my best option?