ConnectWise Manage

Overview

This node interacts with the ConnectWise Manage API to retrieve or update custom fields on service tickets. Specifically, the "Get Custom Field" operation fetches the value of a specified custom field from a given service ticket.

Common scenarios where this node is beneficial include:

• Automating workflows that require reading specific custom metadata from support tickets.
• Integrating ConnectWise ticket data into other systems by extracting custom field values.
• Monitoring or reporting on ticket attributes stored in custom fields without manual lookup.

For example, you might use this node to automatically pull a "Customer Priority" custom field from a ticket and route high-priority tickets for immediate attention.

Properties

Output

The node outputs JSON data representing the full ticket object as returned by the ConnectWise Manage API for the specified ticket ID. Within this JSON, the customFields property contains an array of all custom fields on the ticket, including the requested one.

Example output structure (simplified):

{
  "id": 12345,
  "summary": "Issue description",
  "customFields": [
    {
      "id": "customFieldId",
      "caption": "Custom Field Name",
      "value": "Custom Field Value"
    },
    ...
  ],
  ...
}

The node does not output binary data for this operation.

Dependencies

• Requires an active ConnectWise Manage API credential configured in n8n with appropriate permissions.
• The node makes authenticated HTTP requests to the ConnectWise Manage REST API endpoint defined in the credentials.
• The API version used is v4_6_release, targeting the /service/tickets/{ticketId} endpoint.

Troubleshooting

• Error: Operation 'getCustomField' is not supported for resource 'ticket'
  This indicates a misconfiguration or unsupported operation/resource combination. Verify that the resource is set to "ticket" and operation to "getCustomField".

• No custom fields found on ticket
  The ticket may not have any custom fields populated or accessible. Confirm the ticket ID is correct and that the ticket has custom fields assigned.

• Custom field with ID X not found on ticket
  The specified custom field ID does not exist on the ticket. Use the dynamic options loader to select valid custom fields or verify the custom field ID.

• API request failed / Authentication errors
  Check that the ConnectWise Manage API credentials are correctly configured and have sufficient permissions.

• Network or timeout issues
  Ensure network connectivity to the ConnectWise Manage API endpoint and that the API service is operational.

Links and References

• ConnectWise Manage API Documentation
• ConnectWise Manage User Defined Fields
• n8n Documentation - Creating Custom Nodes