Table of Contents

PSA Entity Syncing - Common Issues

Niamh Ferns Updated by Niamh Ferns

Performing a Re-Sync

To perform a manual sync of entities in your primary PSA:

  1. Open the Admin Portal and head to System > Data Sync
  2. Click on the hamburger menu to initiate a re-sync:
  3. Select which entity types you would like to re-sync and provide a note:
  4. Re-sync

This is particularly useful when trying to diagnose issues in your PSA related to incorrect values showing, tickets not showing up, or tickets/contact/companies not updating as expected.

Troubleshooting Entity Syncing Issues

Entity syncing in this case refers to the syncing of things like contacts, companies, boards, and other things from your PSA into DeskDirector.

The most important tool when troubleshooting any issues with contacts/companies and other entities is the Diagnose Entities Tool in the Admin Portal.

This will allow you to compare the value returned from your PSA directly to the value you are seeing in the DeskDirector UI.

Below is a list of things to check when diagnosing issues with your companies, contacts, etc not syncing correctly.

Note: before continuing, please review your permissions for users first to rule out permissions as being an issue.

Stale/Missing Entities

By design DeskDirector will only show and sync tickets that have been updated in the last 6 months as a way to optimize DeskDirector's performance.

Currently, we sync your PSA to our system and create a copy of the information on our own database. Any tickets that have not been updated for the past 6 months will be purged from our own database, leaving a copy of the ticket untouched in your PSA.

To confirm if this is the reason why entities are missing from your instance, use the Diagnose Entities tool to check when the entity was last updated. This will be shown as a flag in the JSON response. (For example, in ConnectWise, this is the lastUpdated property.) If this is longer that 6 months in the past, perform a small update to the entity directly in ConnectWise/Autotask to force it to appear again.

Entities Not Updating

If you find that entities are not syncing but are visible in your instance, this can sometimes be caused by an update to the entity directly in your PSA that did not trigger an update of the last updated flag. (This is an issue especially for ConnectWise partners.)

Similar to above, perform a small change to the entity or entities in question and then perform a manual re-sync (as shown above in this).

How did we do?

Email & Email Delivery - Common Issues

PSA Integration - Common Issues

Contact