> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Clear and Resync Integrations

> Learn about clear and resync integrations

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

## 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

## When to Use Clear and Resync

### Quick Sync

Use Quick Sync when:

* Testing new configuration changes
* Updating recently modified tickets
* Resolving minor sync delays
* Refreshing data after brief connection issues

### 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

## 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

## Steps to Resync

### 1. Navigate to Integration Settings

Go to [https://msportal.ai/settings/integrations](https://msportal.ai/settings/integrations)

![](https://ajeuwbhvhr.cloudimg.io/https://colony-recorder.s3.amazonaws.com/files/2025-09-04/34208b96-e8a0-41b7-9a44-7d101fd5d6be/ascreenshot.jpeg?tl_px=130,121\&br_px=1850,1083\&force_format=jpeg\&q=100\&width=1120.0)

### 2. Access Ticket Settings

Click on **Ticket Settings** in the integration menu.

![](https://ajeuwbhvhr.cloudimg.io/https://colony-recorder.s3.amazonaws.com/files/2025-09-04/34208b96-e8a0-41b7-9a44-7d101fd5d6be/ascreenshot.jpeg?tl_px=260,173\&br_px=1980,1134\&force_format=jpeg\&q=100\&width=1120.0\&wat=1\&wat_opacity=0.7\&wat_gravity=northwest\&wat_url=https://colony-recorder.s3.us-west-1.amazonaws.com/images/watermarks/FB923C_standard.png\&wat_pad=665,277)

### 3. Locate Ticket Sync Options

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

![](https://ajeuwbhvhr.cloudimg.io/https://colony-recorder.s3.amazonaws.com/files/2025-09-04/8de8e81e-c430-4df4-83c9-57c2590efb4e/ascreenshot.jpeg?tl_px=260,179\&br_px=1980,1140\&force_format=jpeg\&q=100\&width=1120.0\&wat=1\&wat_opacity=0.7\&wat_gravity=northwest\&wat_url=https://colony-recorder.s3.us-west-1.amazonaws.com/images/watermarks/FB923C_standard.png\&wat_pad=662,276)

### 4. Choose Sync Method

#### Option A: Quick Sync

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

#### 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.

### 5. Wait for Completion

![](https://ajeuwbhvhr.cloudimg.io/https://colony-recorder.s3.amazonaws.com/files/2025-09-04/ae262903-5a40-4d3d-9f75-879286501b65/ascreenshot.jpeg?tl_px=260,243\&br_px=1980,1205\&force_format=jpeg\&q=100\&width=1120.0\&wat=1\&wat_opacity=0.7\&wat_gravity=northwest\&wat_url=https://colony-recorder.s3.us-west-1.amazonaws.com/images/watermarks/FB923C_standard.png\&wat_pad=545,394)

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

## What Gets Synchronized

### 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

### Related Data

* Company information
* Contact details
* Board configurations
* Status mappings
* Priority settings

## 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

## Troubleshooting

### 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

### Missing Tickets After Sync

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

### 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

### Data Inconsistencies

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

## 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)

## Performance Considerations

### Quick Sync Performance

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

### 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

## Related Articles

* [Enable ConnectWise Integration](./enable-connectwise-integration)
* [ConnectWise PSA Settings Resync](./connectwise-resync-psa-settings)