This guide explains how to resynchronize data between MSPortal and your PSA system when you need to refresh ticket data or resolve synchronization issues.

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Overview

The Clear and Resync feature allows you to:
  • Perform a quick synchronization of recent changes
  • Complete a full data refresh by clearing and reimporting all tickets
  • Resolve synchronization conflicts or data inconsistencies
  • Apply configuration changes that require a full resync

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When to Use Clear and Resync

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Quick Sync

Use Quick Sync when:
  • Testing new configuration changes
  • Updating recently modified tickets
  • Resolving minor sync delays
  • Refreshing data after brief connection issues

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Full Clear and Resync

Use Full Clear and Resync when:
  • Initial integration setup is complete
  • Major configuration changes have been made
  • Data inconsistencies need to be resolved
  • Switching between PSA systems
  • Recovering from extended sync failures

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Prerequisites

  • PSA integration must be configured and enabled
  • You must have “Manage Integrations” permission
  • Ensure no critical ticket updates are in progress
  • Back up any local ticket data if needed

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Steps to Resync

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1. Navigate to Integration Settings

Go to https://msportal.ai/settings/integrations

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2. Access Ticket Settings

Click on Ticket Settings in the integration menu.

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3. Locate Ticket Sync Options

Scroll down to the Ticket Sync Options section. Here you’ll find two synchronization options:

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4. Choose Sync Method

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Option A: Quick Sync

  • Click Quick Sync button
  • Synchronizes only recent changes
  • Takes 1-2 minutes typically
  • Preserves existing data

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Option B: Full Clear and Resync

  • Click Full Clear and Resync button
  • Completely removes all ticket data from MSPortal
  • Reimports all tickets from the PSA system
  • Takes several minutes depending on data volume
Warning: Full Clear and Resync will delete all local ticket data and reimport everything from your PSA. Any unsynchronized local changes will be lost.

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5. Wait for Completion

The synchronization process will:
  • Display a progress indicator
  • Show status updates as data syncs
  • Notify you when complete
  • May take several minutes for large datasets

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What Gets Synchronized

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Ticket Data

  • Ticket details (title, description, status)
  • Priority and categories
  • Assigned technicians
  • Company and contact associations
  • Custom fields (if configured)
  • Ticket notes and time entries
  • Company information
  • Contact details
  • Board configurations
  • Status mappings
  • Priority settings

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Post-Sync Verification

After synchronization completes:
  1. Check Ticket Count: Verify the expected number of tickets appears
  2. Review Recent Tickets: Confirm latest tickets are present
  3. Test Updates: Make a small change to verify two-way sync
  4. Check Mappings: Ensure status and priority mappings are correct
  5. Verify Permissions: Confirm users can access appropriate tickets

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Troubleshooting

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Sync Takes Too Long

  • Check your internet connection
  • Verify PSA system is responsive
  • Consider using Quick Sync for testing
  • Contact support if sync exceeds 30 minutes

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Missing Tickets After Sync

  • Verify board selection in settings
  • Check excluded status configurations
  • Ensure date range settings are correct
  • Review PSA permissions

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Sync Fails to Complete

  • Check PSA API credentials
  • Verify integration is enabled
  • Review error logs for specific issues
  • Try Quick Sync before Full Clear and Resync

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Data Inconsistencies

  • Perform a Full Clear and Resync
  • Check field mapping configurations
  • Verify time zone settings match
  • Review custom field mappings

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Best Practices

  • Schedule Full Syncs: Perform during off-hours to minimize disruption
  • Test First: Use Quick Sync to test configuration changes
  • Document Changes: Note what prompted the resync for future reference
  • Monitor First Sync: Stay available during initial synchronization
  • Regular Maintenance: Schedule periodic full syncs (monthly/quarterly)

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Performance Considerations

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Quick Sync Performance

  • Typically completes in 1-3 minutes
  • Minimal system impact
  • Can be run during business hours

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Full Clear and Resync Performance

  • Duration depends on ticket volume:
    • < 1,000 tickets: 2-5 minutes
    • 1,000-5,000 tickets: 5-15 minutes
    • 5,000 tickets: 15-30 minutes
  • Higher system resource usage
  • Best performed during maintenance windows