Creating an API Member

Set up a dedicated security role and API member with proper permissions for Neo Agent to access your ConnectWise system

To enable Neo Agent to interact with your ConnectWise system, you need to create a dedicated security role with the right permissions and then create an API member using that role.

This process involves creating a custom security role called “Neo”, configuring permissions across ConnectWise modules, and setting up API member credentials.

How Neo Agent Permissions Work

Neo Agent uses two layers of access control to keep your ConnectWise data safe:

1. ConnectWise Security Role (what you configure here) — sets the maximum API access available, just like setting up any technician account.
2. Neo Agent Dashboard — where you choose exactly what Neo can do. You configure permission groups that control which areas Neo can read, write, or ignore — and whether actions require technician approval first.

Think of it like onboarding a new team member: you give them a security role in ConnectWise so they can access the areas they need, then their manager decides which tasks they actually work on. The ConnectWise role is the ceiling — Neo Agent’s dashboard settings are the actual controls.

Granting API permissions here does not mean Neo Agent will use them all. It simply ensures Neo can operate when you enable a capability in the dashboard. You stay in control of what Neo actually does.

Creating the Security Role and API Member

1. Create a new 'Neo' security role

   In ConnectWise, navigate to System → Security Roles and create a new security role for Neo Agent.

   

   

   Set the Role ID to Neo and save the role.

   
2. Grant read access (Inquire Level)

   Set Inquire Level to All for all entries in every module listed below. This gives Neo Agent the ability to look up information across your ConnectWise system — read access alone does not allow any modifications.

   Security Module	Inquire Level
   Service Desk	All (all entries)
   Companies	All (all entries)
   Time & Expense	All (all entries)
   Project	All (all entries)
   Finance	All (all entries)
   Procurement	All (all entries)
   Sales	All (all entries)
   Marketing	All (all entries)
   System	All (all entries)

   Neo Agent needs broad read access to provide accurate context when resolving tickets — looking up company details, checking SLA coverage, finding related configurations, reviewing agreements, and referencing system metadata. Read-only access is safe and helps Neo make better decisions.

3. Grant write access (Add and Edit Levels)

   Set Add Level and Edit Level to All for the specific entries listed below. These are the core areas Neo Agent needs to resolve tickets, manage time, and handle day-to-day operations.

   Service Desk

   Entry	Add Level	Edit Level
   Service Tickets	All	All
   Close Service Tickets	All	All
   Service Ticket - Dependencies	All	All
   Merge Tickets	All	All
   Resource Scheduling	All	All
   Knowledge Base Creator	All	All
   Ticket Templates	All	All

   Companies

   Entry	Add Level	Edit Level
   Company Maintenance	All	All
   Configurations	All	All
   Contacts	All	All
   Manage Attachments	All	All
   Management	All	All
   Notes	All	All

   Time & Expense

   Entry	Add Level	Edit Level
   Time Entry	All	All
   Time Entry Billable Option	All	All

   Project

   Entry	Add Level	Edit Level
   Close Project Tickets	All	All
   Close Projects	All	All
   Project Headers	All	All
   Project Notes	All	All
   Project Ticket - Dependencies	All	All
   Project Ticket Tasks	All	All
   Project Tickets	All	All

   Finance

   Entry	Add Level	Edit Level
   Agreements	All	All
   Billing View Time	All	All

   Procurement

   Entry	Add Level	Edit Level
   Products	All	All
   Product Catalog	All	All

   System

   Entry	Add Level	Edit Level
   My Company	All	All
   Table Setup	All	All

   Sensitive areas — left read-only intentionally. The following entries should keep Add, Edit, and Delete levels at None. Neo Agent does not need write access to these areas, and leaving them read-only protects your financial records and security settings:

   • Finance: Invoicing, Invoice Approval, Billing Rate Maintenance, Accounting Interface, Agreement Invoicing, Billing Reconciliation, Company Finance, Expense Reimbursements
   • Procurement: Purchase Orders, Purchasing Approvals
   • System: Member Maintenance, Security Roles, Add Licenses
   • Sales: All entries (Opportunity, Sales Orders, Sales Funnel, etc.)
   • Marketing: All entries (Campaigns, Marketing Groups, etc.)

   You can grant write access to these areas later if needed — for example, if you want Neo Agent to manage sales opportunities or create purchase orders.

4. Grant delete access for schedule entries

   Delete permissions are only needed for one specific entry:

   Security Module	Entry	Delete Level
   Service Desk	Resource Scheduling	All

   This allows Neo Agent to manage schedule entries (e.g., rescheduling or removing technician appointments). No other delete permissions are required.

5. Create API member and generate keys

   Create the API Member using your newly configured security role:

   1. Navigate to System → Members → API Members

   2. Create a new API member with the following settings:

      • Security Role: Select the “Neo” role you created
      • Email: Set to [e-mail]
      • Member ID: Use a descriptive identifier like neo_agent

   3. Generate API credentials:

      • Create API Keys with a description like “Neo-API”
      • You’ll receive both Public and Private keys

   Make note of the following information as you’ll need it for the connection setup:

   • API Member identifier (text-based Member ID, e.g., neo_agent)
   • Public Key (acts as username)
   • Private Key (acts as password)

What’s Next?

Once you’ve successfully created the API member with proper permissions, you’re ready to connect it to Neo Agent using the credentials and configuration details from your new API member.

Before proceeding, ensure you have:

• The API Member identifier (Member ID)
• The Public Key (username)
• The Private Key (password)
• Your ConnectWise PSA URL
• Your exact company name from the ConnectWise login screen