It has come to our attention that upgrading to one of the recent versions of ConnectWise Manage (v2017.4 (48356) and back) may affect the Automate ticket syncing. In our testing, it appears that ConnectWise Manage may be disabling the Automate API member and removing its API key. This impacts the ability to properly sync tickets between Automate and Manage. We recommend checking the following fields in the ConnectWise Manage plugin. They are in the Setup Wizard and are under the general settings portion of the wizard. If the fields for REST Public Key and REST Private Key are blank then this issue may be affecting your environment.
To repair the issue you must go to the members setup table in ConnectWise and ensure that the member for Automate integration is active and that the API keys have been generated. These keys MUST be written down or stored somewhere in a visible format as they will be encrypted when you leave the window. Once they are encrypted, you cannot view them again. If you lose them, you must regenerate the keys and change them once again. Once you have the keys, you can enter them in the appropriate columns and click the validate button. Once validation completes, tickets flow from Automate to Manage should start syncing properly again.
