Managing internal IT departments while maintaining clear boundaries between MSP operations and client-owned resources can be challenging. That’s where StreamlineIT comes in—an often underutilized ConnectWise Manage® feature that allows your MSP to securely resell Manage licenses to a client’s internal IT team while controlling exactly what they can see and do.
In this guide, we’ll walk through what StreamlineIT is, why MSPs use it, and the essential steps to configure it correctly inside ConnectWise Manage.
What Is StreamlineIT in ConnectWise Manage?
StreamlineIT enables MSPs to provide limited ConnectWise Manage access directly to a client’s internal IT department. This means your client’s IT team can work tickets, track time, and manage internal processes—without gaining access to your MSP’s operational data or other clients’ records.
The key advantage is security and segmentation: StreamlineIT uses dedicated client locations and licenses to strictly control visibility and prevent cross-client data access. When configured correctly, it empowers your clients while protecting the integrity of your environment.
How to Configure StreamlineIT Client Locations in ConnectWise Manage
StreamlineIT starts with its own client location inside ConnectWise Manage. This location separates internal-IT activity from MSP activity.
To set it up:
- Go to System → My Company → Structure
- Create a New Location
- Complete required fields
- Select both Location and Client Location checkboxes
- Save
This step defines the “container” that limits client IT members’ visibility.
Create a Unified StreamlineIT Group
Most MSPs only need one group for all StreamlineIT clients. Creating individual groups for each client is usually unnecessary.
Steps:
- Navigate to System → My Company → Groups
- Create a New Item
- Link the group to your new StreamlineIT location
This becomes the security boundary for assigning boards, roles, and members.
Setting Up Work Roles for StreamlineIT Users
A StreamlineIT work role ensures the client’s internal IT time does not affect your MSP’s billing:
- Create a new Work Role named “StreamlineIT”
- Set the hourly rate to $0
- Apply only to StreamlineIT-related locations
This protects your Agreements and invoicing from being affected by client-entered time.
Building Service Boards for StreamlineIT Clients
Your client’s internal IT team needs their own service board to track issues.
When creating it:
- Location → StreamlineIT Location
- Department → StreamlineIT Group
- Consider restricting access to this service board so your technicians cannot enter time on this board.
- If you do not want to review the StreamlineIT time entries in the Invoicing queue, consider setting the default to Do Not Bill
This ensures their internal tickets remain separate from your MSP’s operations.
Build an Escalation Workflow Between the Client and MSP
In ConnectWise Manage, any time entered under a StreamlineIT client location is automatically written off. Because of this, your MSP technicians should not be working tickets directly on the StreamlineIT service board. That board is intended solely for the client’s internal IT team.
If the client needs assistance from your MSP, they should escalate the ticket. Once escalated, the ticket will move to one of your MSP’s service boards where your team can work it normally and ensure time is captured correctly.
1. Escalating from Client IT to the MSP
Client board status: Escalate to MSP
Set workflow rules so when this status is selected:
- Ticket moves to your MSP Help Desk board
- Status updates to “Escalated from SLIT”
- Notifications alert your team
2. Escalating from MSP Back to Client IT
MSP board status: Escalate to SLIT Client
Workflow should:
- Move the ticket back to the StreamlineIT board
- Update status to “Escalated from MSP”
This ensures both sides know exactly where the ticket originated and who owns it.
Create a StreamlineIT Security Role
Each StreamlineIT client requires a dedicated security role to restrict access to only their resources.
Make sure to:
- Create or clone a Security Role
- Customize as needed
- In Service Desk → Resource Scheduling → Customize, choose only the StreamlineIT location
- In Project → Project Scheduling → Customize, choose only the StreamlineIT location
You’ll repeat this anytime you add a new StreamlineIT client location.
Add Internal IT Members to the StreamlineIT System
Members assigned to StreamlineIT can only see data related to their location.
Key setup points:
- Navigate to System → Members → StreamlineIT
- Add login info and set License Class = StreamlineIT
- Use an email alias if possible
- Restrict to the StreamlineIT Location and Department
- Assign proper defaults (work role, location, etc.)
This prevents accidental access to other companies or MSP data.
Configure Billing Setup for StreamlineIT
Even though StreamlineIT work role time is generally non-billable, ConnectWise still requires billing configuration:
- Go to System → Setup Tables → Billing Setup
- Create a StreamlineIT billing record
- Select the correct client location
- If you do not wish to see time entries in the Invoicing queue, enabled the option to Exclude Do Not Bill records.
Ensure Company Records Are Assigned Territories
If Company records lack a territory, StreamlineIT users might gain visibility into companies they shouldn’t.
Steps include:
- Reviewing company lists
- Updating territories
- Making the field mandatory
- Adding CRM workflows to catch missing territories
Prevent Internal MSP Time from Appearing Under StreamlineIT
To protect reporting:
- Use weekly reports to confirm no MSP team members log time under StreamlineIT
- Create a Time Entry Search filter to flag incorrect work role usage
This maintains clean invoicing and reporting.
Final Thoughts
Implementing StreamlineIT correctly creates a secure, efficient way for clients to use ConnectWise Manage without compromising your MSP’s data, billing structure, or workflows. Following the steps above ensures:
- Clean separation between internal IT and MSP operations
- Proper ticket escalation processes
- Accurate billing and time tracking
- Strong data security and visibility control
If you support clients with their own internal IT teams, StreamlineIT is one of the most valuable tools to add structure and clarity to your service delivery.
If you want help configuring this for your MSP or need guidance optimizing ConnectWise PSA, Pivotal Crew can help.