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This guide explains how to resynchronize PSA configuration data between ConnectWise Manage and MSPortal when system settings have changed.

Overview

The PSA Settings Resync feature updates MSPortal’s cached configuration data from ConnectWise, including:
  • Service board configurations
  • Ticket priorities
  • Ticket statuses
  • Ticket types and subtypes
  • Project statuses
  • Activity types

When to Use PSA Resync

Use this feature when:
  • You’ve made changes to ConnectWise configurations
  • Added or removed service boards
  • Modified ticket statuses or priorities
  • Changed ticket types or subtypes
  • After ConnectWise system upgrades
  • Dropdown options aren’t appearing correctly
  • Initial integration setup is complete

What Gets Synchronized

  • Priorities: Priority levels and their properties
  • Boards: All service board names and settings
  • Statuses: Available ticket statuses per board
  • Types and Subtypes: Ticket types and subtypes per board
  • Project Statuses: Available project status options
  • Activity Types: Sales activity types (used by CSAT follow-ups)

Steps to Resync PSA Settings

1. Navigate to Integration Settings

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

2. Initiate PSA Data Sync

On the ConnectWise Manage row, click the Sync PSA Data button. It shows a database icon, and its tooltip reads Sync PSA Data (priorities, boards, statuses, types).
The button appears only when the integration is connected and you have permission to edit integration settings. There is no Save step. Clicking it starts the sync.

3. Wait for Synchronization

After clicking the sync button:
  • A “PSA data sync started” confirmation appears
  • The process runs automatically in the background
  • Typical completion time: 1-2 minutes
  • Refresh the page to see updated options once the sync finishes

What Doesn’t Get Synchronized

The PSA Settings sync does NOT include:
  • Actual ticket data (use ticket sync for this)
  • Historical data or closed tickets
  • User passwords or credentials
  • Financial information
  • Document attachments
  • Time entries

Post-Sync Verification

After synchronization completes, verify:

1. Check Dropdown Options

  • Go to ticket creation form
  • Verify all dropdowns populate correctly
  • Check that new options appear

2. Test Board Access

  • Navigate to ticket list
  • Confirm all boards are visible
  • Verify board filtering works

3. Validate Status Mappings

  • Review status dropdown in tickets
  • Ensure all statuses are available
  • Check status transition rules

Troubleshooting

Sync Doesn’t Start

  • Verify ConnectWise integration is connected
  • Check API credentials are valid
  • Ensure you have permission to edit integration settings
  • Try refreshing the page first

Missing Options After Sync

  • The item may be inactive in ConnectWise
  • Check ConnectWise permissions
  • Verify the item meets filter criteria
  • Try running sync again

Sync Takes Too Long

  • Check ConnectWise server response
  • Verify network connectivity
  • Large datasets may take longer
  • Contact support if over 5 minutes

Error Messages

  • API Error: Check ConnectWise API credentials
  • Permission Denied: Verify API key permissions
  • Timeout: ConnectWise server may be slow
  • Integration is not active: Reconnect the integration from its setup wizard, then try again

Best Practices

Regular Synchronization

  • Schedule monthly PSA syncs
  • Sync after major ConnectWise changes
  • Document when syncs are performed
  • Monitor for sync failures

Change Management

  • Notify users before major config changes
  • Test in off-hours when possible
  • Document what changed in ConnectWise
  • Verify critical workflows after sync

Performance Optimization

  • Avoid syncing during peak hours
  • Don’t sync multiple times rapidly
  • Allow sync to complete fully
  • Clear browser cache after major syncs

Common Scenarios

Adding New Service Board

  1. Create board in ConnectWise
  2. Configure board settings
  3. Run PSA Settings sync in MSPortal
  4. Select the board under Boards to Sync in the integration’s Sync step, and set it as the default board in Ticket Defaults if needed
  5. Test ticket creation on new board

Changing Ticket Priorities

  1. Modify priorities in ConnectWise
  2. Update any automation rules
  3. Sync PSA settings in MSPortal
  4. Verify priority mappings
  5. Test priority-based workflows

Impact on Users

During synchronization:
  • Ticket creation remains available
  • Existing tickets are unaffected
  • Dropdowns may briefly show old values
  • No downtime or service interruption
After synchronization:
  • New options appear immediately
  • Removed options become unavailable
  • Form layouts may adjust
  • Cached pages may need refresh

Security Considerations

  • Sync only retrieves configuration data
  • No sensitive data is transferred
  • API permissions limit data access
  • All transfers are encrypted