Overview
The PSA Settings Resync feature updates MSPortal’s cached configuration data from ConnectWise, including:- Service board configurations
- Ticket priorities
- Ticket statuses
- Ticket types
- Categories
- Custom fields
- Company types
- Member information
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 categories
- Updated custom field definitions
- After ConnectWise system upgrades
- Dropdown options aren’t appearing correctly
- Initial integration setup is complete
What Gets Synchronized
Service Configuration
- Boards: All service board names and settings
- Statuses: Available ticket statuses per board
- Priorities: Priority levels and their properties
- Types: Ticket types (Service Request, Incident, etc.)
- Categories: Service categories and subcategories
Business Configuration
- Companies: Company types and classifications
- Contacts: Contact types and roles
- Members: ConnectWise member list and roles
- Departments: Department structure
- Locations: Service locations
Custom Configuration
- Custom Fields: Field definitions and options
- Templates: Service template configurations
- SLAs: Service level agreement definitions
- Sources: Ticket source options
Steps to Resync PSA Settings
1. Navigate to Integration Settings
Go to https://msportal.ai/settings/integrations
2. Initiate PSA Data Sync
Locate and click the Sync PSA Data button in the integration options.
3. Wait for Synchronization
After clicking the sync button:- The process runs automatically in the background
- Typical completion time: 1-2 minutes
- A notification will appear when complete
- The page may refresh to show updated options
Understanding the Sync Process
Phase 1: Data Collection (30 seconds)
The system queries ConnectWise for:- All configuration tables
- Current settings and options
- Active records only
Phase 2: Data Processing (20 seconds)
MSPortal processes the data:- Compares with existing cache
- Identifies changes
- Validates data integrity
Phase 3: Cache Update (10 seconds)
The system updates:- Local configuration cache
- Dropdown options
- Form field choices
- Display settings
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 (unless specifically configured)
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
4. Confirm Custom Fields
- Open a ticket template
- Verify custom fields appear
- Check field validation works
Troubleshooting
Sync Doesn’t Start
- Verify ConnectWise integration is enabled
- Check API credentials are valid
- Ensure you have proper permissions
- 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
- Invalid Data: Data corruption, contact support
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
- Create board in ConnectWise
- Configure board settings
- Run PSA Settings sync in MSPortal
- Configure board in MSPortal ticket settings
- Test ticket creation on new board
Changing Ticket Priorities
- Modify priorities in ConnectWise
- Update any automation rules
- Sync PSA settings in MSPortal
- Verify priority mappings
- Test priority-based workflows
Implementing Custom Fields
- Create custom fields in ConnectWise
- Set field properties and validation
- Run PSA sync in MSPortal
- Add fields to ticket templates
- Test field functionality
Impact on Users
During synchronization:- Ticket creation remains available
- Existing tickets are unaffected
- Dropdowns may briefly show old values
- No downtime or service interruption
- 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
- Audit logs track sync activities