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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Send Tickets to ConnectWise

Learn how to send Roar Actionable Alerts as tickets into your ConnectWise Manage PSA

Once you've set up Roar's ConnectWise integration and imported and mapped your ConnectWise companies, you're ready to enable ConnectWise ticket creation.

Video Walkthrough

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Step 1: Enable ConnectWise Service Ticket Generation

Go to Admin > Integrations > ConnectWise > Ticketing > Service Tickets and select the checkbox next to Enable ConnectWise Service Ticket Creation in order to allow for Roar's ticketing integration.

Step 2: Map Roar to a ConnectWise Service Board

You can send tickets to multiple existing ConnectWise Service Boards, or you may choose to create a Roar-specific Service Board to be the catch-all for tickets coming from Roar.

If you would like to create a Roar-specific Service Board in ConnectWise, please follow the steps below:

  • Create your Roar-specific Service Board in ConnectWise
    • There must be a default Status, Team Member and Default Team assigned to the Board.
    • Confirm that the Roar User has access: The Roar user must have rights to access and create tickets within whichever Service Board was selected.

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Roar API Member

You must ensure that the Roar API Member is able to read and create tickets to the Service Boards that you have mapped.

If a new board in ConnectWise does not show up in Roar, in ConnectWise navigate to Setup Tables > Service Board List > {Your API Member} > Member Access and ensure that your API Member account has access to the board.

  • In Roar, select a Default Service Board, API Member, and optionally, a Ticket Source for Roar
  • Generate a Test Ticket. Log in to your ConnectWise instance to view the ticket.
  • In Step 3, you will map the appropriate Roar status to the ConnectWise status for that board. You will have to do this for all Service Boards you would like to send tickets to.

Step 3: Map Ticket Statuses between Roar and ConnectWise

You can map ConnectWise Manage Statuses and Priorities associated with the Board to the matching Statuses and Priorities in Roar.

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Statuses for Different Service Board

For every board that you want to have Roar send tickets, ensure that you have mapped statuses for that board.

A green checkmark will appear next to each Board whose Statuses have been mapped in Roar.

Once statuses have been set, Service Board statuses will auto-save.

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

  • New
  • Re-Opened
  • Closed - Complete
    • Tickets set to this status will trigger a validation.

*Note: Roar's Closed-Complete will trigger a revalidation and possible reopening of the ticket, or if another Status is mapped to Closed within ConnectWise Manage, it will also trigger a self-heal attempt (revalidation) and possible reopening.

You should also see ConnectWise Priorities for the following Roar Task priorities:

  • Critical
  • High
  • Medium
  • Low

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ConnectWise Callbacks

Callbacks are the notification back to Roar from ConnectWise that a ticket that Roar created has been updated.

Roar gets callbacks from all Service Boards that are set up in Roar. This ensures that tickets stay linked to Roar no matter where they get sent or moved.

To set up which alerts you want sent as tickets, click here.

Last Updated: 2020-04-24

Updated 2 months ago


Send Tickets to ConnectWise


Learn how to send Roar Actionable Alerts as tickets into your ConnectWise Manage PSA

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