Diagnose Entities Tool

Niamh Ferns Updated by Niamh Ferns

Diagnose Entities Overview

When running into issues with DeskDirector related to syncing, entities like tickets or contacts missing, or you need a way to easily interact with your primary PSA through it's API, you can use DeskDirector's Diagnose Entities tool. It provides a clean and easy way to send queries to pre-defined API endpoints without you having to worry about authentication, finding the correct URL, et cetera.

The Diagnose Entities Tool can be accessed via the Admin portal under Advanced > Diagnose Entities. This tool works for both ConnectWise and Autotask instances with some minor difference on the UI and the test result schema.

The screenshot above shows the Diagnose Entities tool at play on a ConnectWise instance. Here we test 2 Ticket IDs, one which exists and one which doesn't. It shows a simulation of what the results look like. Here is a simulation on an Autotask instance, still checking for details of an existing ticket and a non-existing one.

The possibilities are endless when using this tool to diagnose issues between your DeskDirector instance and your PSA. Here's an article which is using the diagnose entities tool to figure out why a contact can't login to the portal.

How did we do?

ConnectWise Integration - Common Issues

PSA Integration - Common Issues

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