The browser extension on Autotask and ConnectWise

The QuantumOps browser extension is one extension for every PSA. When your QuantumOps instance is connected to Autotask or ConnectWise PSA, the side panel follows the tickets, companies, contacts and resources you open there, the same way it follows HaloPSA. This page covers what is different: a one-time permission for your PSA's site, how the panel finds the current ticket, and what to expect in Autotask's pop-up windows.

Before you start: install the extension and sign in to it. See Setting up the extension. Your administrator must have connected your PSA in QuantumOps; see Connect Autotask or Connect ConnectWise PSA. The panel follows only the pages of the PSA your QuantumOps instance is connected to.

One extension for every PSA

You do not install a different extension for Autotask or ConnectWise. After you sign in, the extension asks your QuantumOps instance which PSA it is connected to, and from then on its words follow that PSA: company and contact instead of client and user, resource on Autotask and member on ConnectWise instead of agent, and the PSA's own name in messages such as Open a ticket in Autotask and its analysis, plan and drafts appear here. The tabs are the same as on HaloPSA. See Finding your way around the side panel.

Allow QuantumOps on your PSA's site

HaloPSA's standard addresses are covered when you install the extension. Autotask and ConnectWise addresses are not, because the browser asks before any extension can read a site that its install list does not name. You give this permission once for each address, in each browser profile.

1. Sign in to the extension. The panel shows a notice that reads Allow QuantumOps on and the address of your PSA, for example ww5.autotask.net. It says that this is your Autotask, or your ConnectWise, from your QuantumOps instance, that your browser asks once before the panel can follow its tickets, and that nothing else on that site is read.
2. Select Allow on that address. Your browser then shows its own permission prompt. Allow it.
3. Reload your PSA tab. The panel now follows your tickets.

Select Not now to dismiss the notice. The panel remembers that choice for that address and stops asking. You can still allow the site later, from the panel or from Options. If your browser did not grant the permission, the notice says The browser did not grant it. You can allow it from here or from Options at any time.

Because a managed browser policy cannot grant this permission in advance, everyone does this once, even on browsers your IT team set up. See Rolling out the extension to technicians.

Add another address

The panel recognizes these addresses on its own:

• Autotask: every address under autotask.net, such as ww5.autotask.net, over a secure connection. Autotask's online help pages are left out.
• ConnectWise: na.myconnectwise.net, eu.myconnectwise.net, au.myconnectwise.net and za.myconnectwise.net, and addresses under connectwisedev.com.

If your PSA lives at another address, such as an on-premises ConnectWise on your own domain, open Options. The section is named for your PSA, for example Autotask URLs or ConnectWise URLs. Type the address, choose to add it, allow it in the browser prompt and reload your PSA tab. The address that your QuantumOps instance reports for your PSA is picked up when you sign in, so you rarely need to add it. An address your administrator set up by policy cannot be removed here.

Where the panel appears

On Chrome and Edge the panel is the browser's side panel. On Firefox it is the sidebar. Open it from the QuantumOps icon in the toolbar. The header says what the panel is following: Not on an Autotask page when you are somewhere else, and for a ticket the words Ticket (Autotask) or the ticket's number (ConnectWise).

Options has a switch to show the panel only on your PSA's tabs on Chrome and Edge. The toolbar icon still opens it on any tab.

How the panel finds the ticket

The panel works out what you are looking at from the address of the page. Only on ConnectWise does it also read the visible ticket number from the page itself (see below). On Autotask it never reads the page, and on neither PSA does it read your PSA's other data from the page.

Autotask

The panel reads the ticket, company, contact or resource number from the address of an Autotask page, including the links that open a record from a command link. Two cases to know:

• A link that carries only the ticket number that starts with T, for example T20261019.0001, names no record, because that number is not the ticket's own id. Open the ticket and the panel follows it.
• The Ticket tab shows the ticket number, and the header shows the word Ticket, because Autotask's internal id means nothing to a person.

ConnectWise

ConnectWise can name the record you are viewing in several places in the address. The panel checks the address first, including links that open a record directly, and the part of the address after the # sign. When none of them names a ticket, the panel uses the ticket number that the page itself shows: it is read from the page title, the ticket's header and the ticket number box, and nothing else on the page. The panel reads that number on every ConnectWise page. When the address does name a ticket, the number is only used to check the account (see below). In ConnectWise the ticket number is the ticket's id. It never changes the page.

Tickets in pop-up windows (Autotask)

Autotask often opens a ticket in its own pop-up window. A browser's side panel does not attach to a pop-up, so the panel in your main window cannot see it directly. For Autotask the panel follows the ticket in the pop-up window you focused last, as long as the tab in your own window shows no ticket. The header then adds pop-up, and hovering over it says Following this Autotask ticket in the pop-up window. When the pop-up leaves the ticket or closes, the panel stops following it. If the tab in your own window shows a ticket, that ticket wins.

ConnectWise has no such behavior. The panel follows the ticket in your own window's tab.

The check for the wrong account (ConnectWise)

Every ConnectWise cloud customer uses the same site address, so the address does not say whose ticket a page shows. If you are signed in to another ConnectWise company, for example a lab or a co-managed customer, the same ticket number could belong to someone else's data. When the panel read the ticket number from the page and QuantumOps has a different number for that id, the Ticket tab shows a warning instead of the ticket: This page shows ticket one number, but QuantumOps has another for it. You may be signed in to a different ConnectWise account than the one your QuantumOps instance is connected to. Sign in to the right company and reload the page.

What the extension reads

• On Autotask pages it reads only the address, never the page.
• On ConnectWise pages it reads the address and the ticket number that the page shows, from the page title, the ticket header and the ticket number box. It uses the number to find the ticket when the address names none, and to check the account when it does. It sends that number and nothing else of the page.
• It never changes the page, never reads its other content and never reads cookies.
• Everything it sends goes only to your QuantumOps instance. See What each part of the extension needs.

What is different from HaloPSA

• There is no launcher tab inside Autotask or ConnectWise. The extension is the only way to see QuantumOps beside a ticket. See What works on each PSA.
• To write to your PSA as yourself, your QuantumOps login must be linked to your Autotask resource or your ConnectWise member. QuantumOps matches the e-mail address you signed in with, and an administrator can link by hand in Team Management. Until then the panel is read-only and says so.

Fix common problems

• The panel says Not on an Autotask page (or ConnectWise page) on a ticket. Check that you allowed the site, then reload the PSA tab. Then check Options for your PSA's address. If you selected Not now earlier, allow the site from Options.
• The Ticket tab says to open a ticket. The page's address does not name a ticket and, on ConnectWise, the page showed no ticket number. Open the ticket's own page.
• The warning about a different account shows. Sign in to the ConnectWise company your QuantumOps instance is connected to.
• A pop-up ticket does not show in the panel. On Autotask, focus the pop-up window once, then look at the panel in your main window.

More fixes are in Troubleshooting the extension.

Related pages

• Setting up the extension: install, sign in and the instance address.
• Finding your way around the side panel: the tabs and the header.
• The Ticket tab: what the panel shows for a ticket.
• What each part of the extension needs: roles, links and browser permissions.
• Rolling out the extension to technicians: installing on managed devices.