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Vendor Defined Alerts

Vendor Defined Alerts

One of the critical pieces of every third-party product integration for partners is to receive alerts/tickets for that third-party product so that they are notified and can take appropriate action.

We have a set of APIs that let integration vendors create and manage alerts for their products in the ConnectWise Command platform. These alerts are then passed on to the partners in the form of tickets.

For integration vendors to create alerts for their product, at the time of registering the product with the ConnectWise Command platform, it must be indicated that this product integration would send alerts for partners. Vendors are then granted to work with Alerting APIs. If a product is registered to send alerts into the ConnectWise  Command platform, partners will have an option to opt-in/out for receiving alerts. To do this, partners will see a checkbox for "Receive Tickets" on the product configuration page in the ITSupport Portal. Partners will receive the vendor's alerts only if opted in.

Integration vendors can create alerts using a condition ID that would be uniquely assigned to each different type of alert a particular product can generate in the Command platform. To register condition IDs, integration vendors must work offline with ConnectWise to determine the expected format and the payload. Integration vendors can define their own payload. Integration vendors can get a list of all the condition IDs that they are allowed to work with.

Vendors can create alerts at the site or endpoint level. To create an endpoint level alert, “endpoint_id” must be specified in the API calls. To create the site-level alert, "endpoint_id" should not be specified in the API request body parameters.

Use Case Examples
  • As an AV product vendor, I want to send an alert when a serious malware/infected file is detected on a machine.
  • As a backup product vendor, I want to send an alert when a backup fails.