Liongard Roar

Roar Users Guide & Documentation

Welcome! You'll find comprehensive guides and documentation to help MSPs start working with Liongard's Roar as quickly as possible, as well as support if you get stuck. Let's go #MakeITRoar!

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Create a Roar API Account in ConnectWise

This document will provide detailed instructions for setting up your Roar API user account within ConnectWise Manage.

This documentation refers to ConnectWise Manage Internet Client v2017.6 through 2018.5 and covers the set up of a Roar API User account. This process is the first step towards integrating Roar with ConnectWise Manage to enable things like company import to Roar, Actionable Alerting, and auto-documentation from Roar into ConnectWise Configurations.

Confirm ConnectWise Manage Version

You can confirm the version you're running by right-clicking on the application icon and viewing properties. While the screens may vary slightly between versions, the process is uniform. If you run into any issues or inconsistencies, please contact Liongard support.

Create a new Security Role for the Roar API User

Navigate to System > Security Roles and click the "+" sign to add a new role

Create a "Roar" role to continue and add the following permissions.

Security Role - Company Permissions

  • Companies - For company Mapping
    • Company Maintenance
      • Add Level - None
      • Edit Level - None
      • Delete Level - None
      • Inquire Level - All
    • Configurations
      • Add Level - All
      • Edit Level - All
      • Delete Level - None
      • Inquire Level - All

Security Role - Company - Configurations Customize

  • Customize Configurations
    • Click on the customize link behind the Configurations
    • If you have existing Configuration Types that you further limit permissions to the Roar role, you can move them all to Disallow. Roar will create Configuration Types suffixed with (auto) behind the object.

Security Role - Finance Permissions

Agreements & Billing Integration

You may skip this step. This feature is currently disabled. The permission will allow for Roar to add Agreement Additions to a ConnectWise Company to simplify end-customer billing.

  • Finance - Allows for adding Additions to Agreements
    • Agreements
      • Add Level - All
      • Edit Level - All
      • Delete level - None
      • Inquire Level - All

Security Role - Procurement Permissions

Adding Products

This step is optional. You may want to add Roar Tiers as an Addition to the Customer Agreement and invoice. This permission allows for Roar to create the Products under the Procurement table on your behalf.

  • Procurement - Adds Liongard products to the inventory.
    • Product Catalog
      • Add Level - All
      • Edit Level - All
      • Delete Level - None
      • Inquire Level - All

Security Role - Project Permissions

  • Project - To create and update Tickets in ConnectWise
    • Project Tickets
      • Add Level - All
      • Edit Level - All
      • Delete Level - All
      • Inquire Level - All

Security Role - Service Desk Permissions

  • Service Desk - To create and update Tickets in ConnectWise
    • Close Service Tickets
      • Add Level - All
      • Edit Level - All
      • Delete Level - All
      • Inquire Level - All
    • Merge Tickets
      • Add Level - All
      • Edit Level - All
      • Delete Level - All
      • Inquire Level - All
    • Service Tickets - Dependencies
      • Add Level - All
      • Edit Level - All
      • Delete Level - All
      • Inquire Level - All
    • Service Tickets
      • Add Level - All
      • Edit Level - All
      • Delete Level - None
      • Inquire Level - All

Security Role - System

  • Custom Menu Entry - Allows ability to create a link to Roar in Manage's navigation menus
    • Add Level - All
    • Edit Level - All
    • Delete Level - All
    • Inquire Level - All
  • Member Maintenance - To assign the Roarbot User to a ticket
    • Add Level - All
    • Edit Level - All
    • Delete Level - None
    • Inquire Level - All
  • Table Setup
    • Add Level - All
    • Edit Level - All
    • Delete Level - All
    • Inquire Level - All
  • My Company (Only required if you wish to pull Territories for filtering)
    • Add Level - None
    • Edit Level - None
    • Delete Level - None
    • Inquire Level - All

Security Role - System - Table Setup Customize

  • Table Setup Customization
  • Click on link customize after Table Setup
  • The Roar account only requires Allow Access to Company / Configuration to create Configuration Types
  • Click Save to continue

Save Role

Click on the Save icon to save the Role's permissions

Create a Roarbot API User in your ConnectWise Manage Account (v2018.5 and greater)

Roar requires the ability to access your ConnectWise Manage account through an API Member. This is account type does not require a user license.

The ConnectWise screens for configuring an API user have been simplified starting in version 2018.5. The following steps are for the latest version - see below for instructions for earlier versions of ConnectWise Manage.

  • In the lefthand navigation panel, navigate to System > Members > API Members
  • Add in a RoarBot User by clicking on the + symbol in the submenu bar

Naming Conventions

Please refer to your organization's naming convention policies when creating usernames. Usernames we state in the documentation are suggestions only.

  • Fill out the New Member screen with the following recommended values
    • Member ID: Roar
    • Member Name: RoarBot
    • Role ID: Roar (the security Role created in the previous section)

The other required fields can be completed with values that make sense for your organization.

Create a Roarbot API User in your ConnectWise Manage Account (v2018.4 and earlier)

Old Version Alert

Skip this section and proceed to "Create an API Key..." below if you are running v2018.5 or greater.

  • In the lefthand navigation panel, navigate to System > Members > API Members
  • Add in a RoarBot User by clicking on the + symbol in the submenu bar
  • Provide the user details for the Roarbot user.
    • Member ID - Any name to identify the API account user
    • License Class - API
    • Password/Confirm - Fill this in, but it is not used since online console access will not be required.
    • Disable Online - Check
    • First Name - Roarbot
    • Last Name - Liongard
    • Role ID - Roar (Role created in prior steps)
    • Location - Your default location
    • Level - Corporate (Level 1)
    • Business Unit - Admin (suggested)
    • Name - Corporate
    • Time Approver - Select the default Time Approver
    • Work Role - Office (suggested)
    • Expense Approver - Select the default Expense Approver
    • Default Territory - Default Territory

Create an API Key under the Roarbot User account

Finally, allocate an API key under your new API user account.

  • Under the recently created Roarbot account, click on the API Keys tab
  • Add the Description title and click the Save icon to generate the keys
  • Copy and save the Public Key and Private Key values to a secure place

You will not be able to access these the Private key once you navigate away from this tab.

ConnectWise Manage Service Board Configuration

You may create a Roar specific Service Board to categorize the tickets generated from the system. Ensure you perform this step prior to proceeding to filling out the Integration panel within Roar. It is possible, to refresh the list of Service Boards, but you'll need to reload the Integration screen.

You should have ConnectWise statuses for the following Roar Task status mappings:

  • New
  • Re-Opened
  • In Progress (or what can be mapped to Requirements, Design, Implementation, Testing statuses in Roar)
  • Closed - On Hold (this status will ignore task validation)
  • Closed - Unfinished (this status will ignore task validation)
  • Closed - Complete (tickets set to this status will trigger a validation)

For the board, there must be a default Status, Team Member and Default Team assigned to the Board.

Set a default Team for the Service Board

Ensure that a default team is applied to the Service Board you've selected to use with Roar.

Default User - At the moment, Roar is unable to assign a User to the ticket because new Tasks created in Roar do not have a default user. You must select a default Owner of the ticket within ConnectWise Manage and the Owner must be a part of a default Team that is assigned to the board.

In 2018.1 a Default Team Member should already be assigned to the Team.

Set a default Status for the Service Board

Ensure one of your Statuses (suggested is New) for the select Service Board is set as the default.

Confirm that Roar User has Access

The Roar user must have rights to access and create tickets within which ever Service Board was selected.

What's next?

Once our team is finished provisioning your Roar environment, you'll receive an invite to login. You can then login and plug the API key in Roar to complete the ConnectWise Integration.