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calvinc97
Staff & Editor
calvinc97
Staff & Editor
March 26, 2026

Troubleshooting Tip: ConnectWise Connector 'list index out of range' error in FortiSOAR

  • March 26, 2026
  • 0 replies
  • 41 views
Description

This article describes an issue where the FortiSOAR ConnectWise connector fails to create a ticket with the error 'list index out of range'. The issue occurs when the connector is unable to retrieve the Service Board information from the ConnectWise API, resulting in an empty response.
Scope FortiSOAR, ConnectWise Connector v2.1.1.
Solution

When using the ConnectWise connector in FortiSOAR to create a ticket, the action may fail with the error:

 

list index out of range
Connector :: connectwise-manageV2.1.1 failed with status code 400

 

To resolve the issue, follow these steps:

  1. Verify that the Board name (CW_Board) matches exactly with the board configured in ConnectWise.
  2. Ensure the API user has sufficient permissions to access the required board.
  3. If the board is not listed in the dropdown, manually input the board name in the action configuration.
  4. Check the FortiSOAR logs for any errors related to the ConnectWise connector. The logs can be found in '/var/log/cyops/cyops-integrations/connectors.log'.
  5. If the issue persists, increase the page size of the Get Boards action to retrieve more boards from ConnectWise.

 

Note: The Get Boards action is limited to a page size of 25 by default, which may not be sufficient for environments with a large number of boards.
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