Table of Contents

PSA Integration - Common Issues

Niamh Ferns Updated by Niamh Ferns

PSA Integration Troubleshooting

"I can't update a ticket or add time entries to it."

  1. First step is to make sure that a specific resource/member can access the ticket from the PSA and leave notes/time entries from there. If they can access the ticket and update it, proceed with troubleshooting.
  2. Next, try disabling member/resource impersonation from your Admin Portal. This can be done under System > PSA Integration > then uncheck "Impersonate Member/Resource".
  3. Once it is unchecked, try to log in to the Tech Portal, then test leaving a time entry for the ticket. If it works, it means that the API integration itself has the correct permission.
    You can then re-enable "Impersonate Member/Resource" again.

To permanently fix the issue:

"I can't update a ticket or add time entries even if resource/member impersonation is disabled."

This is often related insufficient permission levels preventing the change. You can easily check this from the browser's developer console. While you have the ticket in the Tech Portal open, press F12 on your keyboard to open the developer console, then go to the Network tab (you may need to reload the page afterwards).

Try to attempt adding a time entry, or any updates to the ticket, and you should see an element in red which will signify an error.

Click on the error, which should provide more specific error messages under the "Preview" or "Response" tab. Examples are below:

These error messages will help review and grant sufficient permissions, or raise a support request with your appropriate PSA support team for assistance.

"A member/resource does not appear when trying to assign them to a ticket."

Make sure that the member/resource is in your PSA, as this is our source of truth. If the member/resource does not exist in the PSA, you must first add it.

Wait for a few minutes after adding a member/resource, as it can sometimes take a bit to sync.

"A member/resource is in the PSA, but does not appear on DeskDirector."

Please refer to how DeskDirector syncs data. To start, grab the resource/member's entity ID from your PSA, then run it via the Diagnose Entities tool and check when it was last updated. If the date is a few days/months back, perform some small change to the member/resource and then revert the change. This will force a re-sync of the member in DeskDirector.

Give it a few minutes, then refresh the Admin/Tech Portal, then check and confirm if the member/resource now appears in the portal.

"I've waited a while, and the member/resource still does not appear on DeskDirector."

When integrating with ConnectWise, you can easily run the Integration Tester to test if there are issues with the integration permissions that are preventing us from pulling in data from ConnectWise.

If there are no issues with the Integration Tester, reach out to our support team to force a manual re-sync of your data.

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PSA Entity Syncing - Common Issues

ConnectWise Integration - Common Issues

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