Connectwise intergration stopped

[oscarh]

We use Connectwise 2019 v4 as our CRM system and use 3CX v16 as our phone system Since today, the intergration stopped working.

It is throwing this error:
Server returned a non successful status code - HTTPStatusCode=Unauthorized - Reason=Unauthorized - Content={ "code": "Unauthorized", "message": "Incorrect or disabled client ID" }

I chatted with the support from Connectwise i bit and the told me this:
Client Ids are a form of authorization for integrations and are a required field in the API announced in October 2018. The integration you are using is either not patched properly, or has not been updated to use client Id.

Could you please update the ConnectWise CRM plugin to use the ClientID?

 

[edossantos]

Hello @oscarh,

We're aware of this. The fix is already implemented and will be available in the upcoming Update 3 of 3CX v16.

Kind regards.

 

[oscarh]

Please release the fix as a standalone update. Nobody's ConnectWise CRM integration works at the moment, because ConnectWise discontinued the old API yesterday. This integration is a critical component for our business.

ConnectWise did announce this in oktober 2018, so why did 3CX update this before it broke down?

 

[edossantos]

Please go to the 3CX Console > Settings > CRM Integration. You will see an update for the ConnectWise template released today, which contains this fix.

In order to create the Client ID, please follow this guide:
https://help-desk-migration.com/help/how-to-generate-connectwise-client-id/

 

[dcourtney]

Is this the same process for On-Premise deployments of Connectwise?

 

[oscarh]

Please go to the 3CX Console > Settings > CRM Integration. You will see an update for the ConnectWise template released today, which contains this fix.

In order to create the Client ID, please follow this guide:
https://help-desk-migration.com/help/how-to-generate-connectwise-client-id/

I updated the Template and yes, it contains a Client ID field. I created a Client ID at CW, copied the string in the ClientID field and tested it. If i put in a number, it gives me back the contactname, number etc. So it works like expected.

But, The Call Journaling does not work anymore. It does not create new activities in Connectwise. Could you look into that?

Other question: Is the client side plugging getting also this update?

 

[edossantos]

Is this the same process for On-Premise deployments of Connectwise?

Yes, the procedure is the same.

I updated the Template and yes, it contains a Client ID field. I created a Client ID at CW, copied the string in the ClientID field and tested it. If i put in a number, it gives me back the contactname, number etc. So it works like expected.

But, The Call Journaling does not work anymore. It does not create new activities in Connectwise. Could you look into that?

For Call Journaling, please note that now you have 2 options: creating the journaling as an activity or as a contact note. Please check your configuration, just in case it's being created in the other place...

If the issue still persists, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call and check the 3cxSystemService.log file, or send it to us so we can check it for you.

Other question: Is the client side plugging getting also this update?

No, the client side integration has been deprecated and is no longer supported. No changes will be made there.

 

[oscarh]

On verbose, i see this message in the logs:
2019/08/30 14:23:13.923|608|0049|Info|CRM: about to report 1 calls at maxConcurrency 1
2019/08/30 14:23:13.923|608|0049|Verb|Processing scenario 'ReportCall'.
2019/08/30 14:23:13.923|608|0049|Verb|Creating new HttpClient for Basic authentication
2019/08/30 14:23:13.923|608|0049|Verb|Performing GET request 'https://api-eu.myconnectwise.net/v2019_4/apis/3.0/system/members?conditions=officeExtension='101' OR mobileExtension='101' OR homeExtension='101''.
2019/08/30 14:23:13.928|608|0004|Verb|Enqueue Updated.PARAMETER.729
2019/08/30 14:23:13.928|608|0011|Verb|Dequeue Updated.PARAMETER.729
2019/08/30 14:23:13.928|608|0031|Trac|CHR: [CDR] file writer: open/create file '/var/lib/3cxpbx/Instance1/Data/Logs/CDRLogs/cdr.log'
2019/08/30 14:23:14.015|608|0031|Erro|Exception during call reporting: Server returned a non successful status code - HTTPStatusCode=Unauthorized - Reason=Unauthorized - Content={
"code": "Unauthorized",
"message": "Incorrect or disabled client ID"

But my CW CRM plugin works.

 

[edossantos]

Hello @oscarh,

Thanks for bringing this issue to our attention. It seems that not all requests were properly updated to include the Client ID as a header.

We just released a new version of the template to fix this. Please update your PBX and test it again.

Regards.

 

[jessy.paconnect]

I can confirm that this is working on our end now after getting the client ID and updating the template.

 

[rjamesm2884]

I was told by CW that the client ID is needed to be added by the developer of the application. Clearly this is causing problems and confusion.

 

[jessy.paconnect]

That is correct, technically speaking 3CX should have their own ClientID in the software, however I just happen to have a ClientID from other Development integration, so its a quick fix for now.

 

[rjamesm2884]

Yes, I register for a dev account and it's not letting me create the new ClientID. Should I just wait until 3CX fixes this problem? It seems that they updated the template and left the Client ID field open to be added by the user for whatever reason.

 

[jessy.paconnect]

Are you going here?

 

[rjamesm2884]

Yes, and when I click create new integration it tells me 3CX already exist somewhere. I deleted the API in our CW Manage and still the same problems. It's not a big deal CW just broke 10 integrations and we will have to live with it until the developers get it together.

 

[jessy.paconnect]

OH! You cant use the Name 3CX, someone else took that. Its a little misleading. It has nothing to do with you, its overall ALL developers naming scheme. So you would use 3CX_CompanyName like we did. And as much as i despise connectwise sometimes its not their fault. they warned people for almost a year before disabling it.

 

[chaugland]

The issue im having is the ClientID Option is not even there. I checked updates and 3CX is up to date.

 

[edossantos]

The issue im having is the ClientID Option is not even there. I checked updates and 3CX is up to date.

Are you running 3CX v15.5 or v16? The update is only available for v16.