Before you start
Open Settings > Integrations with permission to write integration settings. Find the intended connected ConnectWise instance. Its saved connection must be active, and its API member must be able to read the configuration you need. If you have more than one connection, check the instance before requesting the sync. A successful connection test does not prove that every board or reference endpoint is accessible.Request the reference sync
1
Find the connected instance
On Settings > Integrations, locate the ConnectWise row. The Sync PSA Data action uses a database-shaped icon; its tooltip mentions priorities, boards, statuses and types.
2
Start Sync PSA Data
Click Sync PSA Data once. This immediately requests background work; there is no later settings Save for this action. The separate Resync action requests the integration’s broader sync workflow.
3
Check the result
A PSA data sync started message acknowledges the request. It does not confirm that each option was retrieved. Allow the background work to finish, then reopen the relevant settings or ticket form and check the specific board, status, priority or type you changed.
4
Review your portal configuration
If a new board or status should be offered to users, review Ticket Settings and any template-specific routing. Importing a reference option does not automatically make it a default or permit every user to select it.
What the sync covers
Results depend on ConnectWise API access and which endpoints finish successfully. Some reference requests can fail while other categories update. Check the option you actually need, especially if an old option remains or activity types are missing.
This action does not fetch the actual ticket history, time entries, invoices or attachments. It does not clear the ticket dataset. Use Clear and Resync only when that separate, broader operation is what you intend.
Troubleshooting
Frequently asked questions
Where is Sync PSA Data?
Where is Sync PSA Data?
On Settings > Integrations, use the database-shaped Sync PSA Data action on the intended connected ConnectWise row. It requires permission to write integration settings.
Do I click Save after Sync PSA Data?
Do I click Save after Sync PSA Data?
No. Clicking the action immediately requests background work; there is no second Save for that request.
Does PSA data sync started mean the new options are ready?
Does PSA data sync started mean the new options are ready?
No. It acknowledges the request. Check the specific options after the background work finishes.
Does Sync PSA Data also resync tickets?
Does Sync PSA Data also resync tickets?
No. It refreshes reference options. Actual tickets and their history use separate synchronization workflows.
Will importing a board make it the default for new tickets?
Will importing a board make it the default for new tickets?
No. Review Ticket Settings and template/company routing separately before expecting users to create tickets on that board.
Why are statuses missing for one board?
Why are statuses missing for one board?
Statuses are board-specific. Check the chosen board, its configuration and the API member’s access, then check whether that part of the sync succeeded.
Can some options update while others remain missing?
Can some options update while others remain missing?
Yes. Reference categories can have different outcomes. Verify the needed status, type or activity choice instead of relying only on a started message.
Should I clear tickets to refresh priorities?
Should I clear tickets to refresh priorities?
No. Use Sync PSA Data for reference options. Clearing and resyncing tickets is a separate operation with a broader effect.