ConnectWise Integration Not Working

[nathan0707]

I enabled the intergration and test comes back correct however pop up isn't working and Journaling is not creating anything under notes for the contacts.. I enabled debugging and dont see that the server is even attempting to Journal..

Thank you

 

[edossantos]

First, ensure that you have the latest version of the template, and there is no update pending to apply. Because there is an important recent change from the ConnectWise side, that requires a Client ID. If you don't provide this Client ID, the requests fail.

If this is OK, then please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call to reproduce the issue, and finally send us the 3cxSystemService.log file, so we take a look.

Also, please note that the popup is launched by the 3CX Web Client, so you need to have it running in a browser tab to get the popup.

 

[nathan0707]

Correct running the latest version with web client open client id is there and testing has the lookup however nothing happens during incoming calls. I ran the logging but don’t see anything in it for ConnectWise. I will upload the logs now. Thank you

 

[nathan0707]

I PM the log file.

 

[edossantos]

The log file doesn't contain any interaction with the CRM. Are you making calls from an external number? Please note that the 3CX CRM engine is not triggered for calls between extensions.

 

[nathan0707]

correct I see that in the log as well, the calls are external calls to our main number.

 

[edossantos]

In that case we need to see what is happening to these calls.... Please, enable verbose logs again, make a test call, and generate the full Support Information package. Then send that ZIP to me as a PM so I take a look.

 

[nathan0707]

Sent, thank you

 

[edossantos]

From which number did you call? So we can identify the call from the logs.

 

[edossantos]

You sent only the Logs folder. Please generate the full Support Information package, which also contains your configuration.

 

[edossantos]

It's weird, but this PBX doesn't have the ConnectWise integration configured at all.

When the integration is configured, you should see a global parameter named "CRMINT_DEFAULT" containing the configuration. However, in the full support package you sent, this parameter is not present, so there is no CRM integration configured...

Can you please double check this?

 

[nathan0707]

agreed, that is inline with whats happening it appears to not be configured but I have it all setup on the CRM page

 

[edossantos]

Can you please share some screenshots of your CRM configuration?

 

[nathan0707]

anything else need to be configured, I blank some fields for privacy the test lookup works

 

[edossantos]

This is very odd... That's what needs to be configured. Please try configuring something else, for example Salesforce, and click OK to save the changes. Then configure ConnectWise again. Finally, check in Settings > Parameters, if you see the parameter named "CRMINT_DEFAULT".

 

[nathan0707]

tried that with the same results still nothing in the log for connectwise, I edited that to remove the sensitive data

 

[edossantos]

OK, but you have the parameter now. Can you repeat a test call with verbose logs enabled and then generate the Support Information package? Please send me a PM with it. Thanks.

 

[edossantos]

I checked the logs you sent again. Do you have 2 PBXs connected via bridge? Please describe your scenario in more detail, explaining how inbound calls are treated. Thanks.

 

[nathan0707]

1 PBX, calls go to a ring group as a hunt with Operator as first in that order ext 25

 

[edossantos]

Something is not right in this PBX. I can see the following in the 3CX console log, which would explain why this parameter is not in the 3CX configuration:
2019/11/04 09:43:01.125|621|0034|Inf|ObjectModel: Writing global parameters
2019/11/04 09:43:01.167|621|0034|Inf|Removed node Parameter for object Wparameter.2010: CRMINT_DEFAULT - with owner <null>.<undefined>


It seems that the parameter can't be saved, due to a previous error. This happens for many many parameters, not just CRMINT_DEFAULT.

Do you notice any other issue with the PBX behaviour apart from the CRM integration?

I would try making a backup, uninstalling 3CX, reinstalling it from scratch, and restoring the backup...