ConnectWise errors and fixes

"ConnectWise rejected the key pair" when testing or saving

The public or private key is wrong, or the key pair was deleted in ConnectWise

Create a new key pair (Create the security role, API member, and keys) and enter both keys again

"Site address not reachable"

The site address is mistyped, or is not the address you log in to

Copy the address from your browser when logged in to ConnectWise, for example https://na.myconnectwise.net

"This API member cannot read companies or create service tickets"

A security role row is missing or set too low

Re-check the required role rows in Create the security role, API member, and keys, then select Check connection on the card

The connection succeeds, but no companies or no boards load

A security role row is missing

Re-check the required role rows in Create the security role, API member, and keys, then select Check connection

One board is missing from the picker, or the picker says "boards hidden"

That board has no default status, no default team, or neither

Check both tabs for that board (Check that your service boards have a default status and team)

"Lemhi could not reach ConnectWise. Contact Lemhi support."

A problem on Lemhi's side, not your keys

Contact your Lemhi contact. Do not create new keys

The card says "Connection needs attention" and pushes are paused

Lemhi's last check of your saved keys failed, usually because the key pair was deleted or a role row changed

Fix the cause in ConnectWise, then select Check connection. If the keys were deleted, use Re-enter keys

ConnectWise will not save the role

An Add, Edit, or Delete level is higher than that row's Inquire level

Set Inquire = All on that row first

Tickets are created, but closing or reopening a ticket in ConnectWise only updates its Compass task when someone opens the task

The security role has no Add level on Table Setup (customize), so ConnectWise refused the board callback

Set Table Setup (customize) Add = All (Inquire first). You do not need to reconnect: the next push, link, or task open registers the callback

"Project tickets need Project permissions on the API member. Service tickets still work."

The security role has no Project rows, or they are set too low

Add the four Project rows in Create the security role, API member, and keys, then select Check connection

The Business Unit list is empty when creating the API member

No Location is selected yet, or the Location has no business units

Pick a Location that has business units, then pick a Business Unit

Push is blocked: "This client is not mapped to a ConnectWise company"

The client has no company in Client mapping

A tenant admin maps the client (Map clients to ConnectWise companies)

Push is blocked: "No service board is set"

No default board has been saved. A default service board is needed even to push to projects

A tenant admin chooses one (Connect ConnectWise to Lemhi and choose a default board)

Link fails: "No ticket #N found in ConnectWise."

The number is wrong, or the ticket is on a board the API member cannot see. A project ticket is found only when the role has the Project rows

Check the number in ConnectWise and try again

Link fails: "This ticket number already has a Lemhi link under another client."

Another client's task already holds that ticket

If the other task linked it, unlink it there first. If Lemhi created that ticket from the other client's task, push a new ticket for this task instead

"Could not find an API member for this key pair."

Lemhi found no active API member in your ConnectWise instance

Check that the API member from Create the security role, API member, and keys is active and its role has Member Maintenance Inquire = All

"The default board cannot take new tickets. Choose another board."

The default board lost its default status or team in ConnectWise

Pick another board for this push, and have an admin fix the board (Check that your service boards have a default status and team)

A task shows Push failed with "ConnectWise rejected the ticket"

ConnectWise refused the ticket, usually because of a board setting or a missing Service Tickets level in the role (Project Tickets for a project ticket)

Select Discard, then push to a different board, or fix the board in ConnectWise and select Retry

A task shows Push failed with any other reason, such as "ConnectWise returned an unexpected error. Try again, and contact Lemhi support if it persists."

The push may have timed out. ConnectWise may have created the ticket even though Lemhi never got the reply

Select Retry, not Discard. Retry checks ConnectWise for a ticket this push already created and uses it. Discarding and pushing again can create a duplicate ticket

"Lemhi could not check ConnectWise for an existing ticket. Try again."

Retry could not reach ConnectWise to look for a ticket from the failed push

Select Retry again later. Do not discard

"Only active tasks can be pushed to ConnectWise."

The task was completed, ignored, or removed

Push only active tasks. If the work still needs doing, create or restore an active task for it in Compass

Push to ConnectWise is missing from a task

The task already has a ticket, or the integration is not connected

Use the ticket chip and Open in ConnectWise, or connect the integration (Connect ConnectWise to Lemhi and choose a default board)

"Disconnect HaloPSA to connect ConnectWise PSA. Lemhi pushes to one PSA per tenant."

HaloPSA is connected for your tenant

Disconnect HaloPSA first, then connect ConnectWise

"Only active tasks can be linked to a ConnectWise ticket."

The task was completed, ignored, or removed

Link only active tasks

"ConnectWise did not accept the note." after linking

The link worked, but ConnectWise refused the note Lemhi adds to the ticket

Check that the security role has Service Tickets Edit = All, or Project Tickets Edit = All for a project ticket

"ConnectWise returned an unexpected error. Try again, and contact Lemhi support if it persists."

ConnectWise answered with an error Lemhi did not expect

Try again. If it keeps happening, contact Lemhi support. On a failed push, use Retry

"Select 50 tasks or fewer to push at one time."

More than 50 tasks were selected for one push

Push the tasks in batches of 50 or fewer

"This push is still running. Try again in a few minutes."

An earlier push or retry for this task has not finished

Wait a few minutes, then try again

"This task already has a linked ticket."

The task already carries a ConnectWise ticket

Use the ticket already on the task

"Lemhi could not read the saved credentials. Try again."

Lemhi could not read your stored keys

Try again. If it keeps happening, contact your Lemhi contact

Security role

System > Security Roles

API member and keys

System > Members > API Members tab

Board defaults

System > Setup Tables > Service Board (Statuses and Teams tabs, Default column)

Lemhi settings

Settings > Integrations > ConnectWise PSA > Connect (or Manage)

Role rows

Company Maintenance (Inquire); Service Tickets (Inquire, Add, Edit); Table Setup (customize) (Inquire, Add); Member Maintenance (Inquire). For project tickets also: Project Headers, Project Phase, Project Notes (Inquire); Project Tickets (Inquire, Add, Edit)

Keys

16 characters each. The private key is shown once

Auto-map order

Exact company name, then email domain against company website

Ticket closed or reopened in ConnectWise

Completes or reopens the Compass task within seconds