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This page is for MSP staff who manage integrations. Company users who notice missing data should tell their MSP which feature and company are affected.

Before you start

  • You can open Settings > Integrations and manage integrations.
  • You know which provider, data area (tickets, users, devices) and company are affected.

Find the problem stage

Missing data usually fails at one of four stages. Check them in this order. Reconnecting a provider does not fix a wrong company link or a client permission, so find the failing stage first.

Fix missing tickets

1

Import companies first

Tickets link to companies, so your companies must be imported before tickets sync. Go to Settings > Companies to check, and see Import Companies.
2

Select what to sync

Open your PSA integration and review its ticket settings. Select the boards or queues to sync.
  • ConnectWise: select Service Boards.
  • Autotask: select Queues.
  • Halo PSA: select Ticket Types.
3

Check Autotask ticket categories

In Choose data, Categories limits ticket sync to the categories you select. Leave it empty to sync every category. Categories added in Autotask after you choose them stay unselected, and the note under Categories lists every category whose tickets don’t sync. An open ticket moved into an unselected category leaves MSPortal within about three hours.After you add a category, its existing tickets arrive the next time each one changes in Autotask. To bring them all in now, use Clear & Resync. Quick Sync only reads tickets changed since the last sync. See Clear and Resync Integrations.
4

Check the integration status

Confirm the integration shows Active on Settings > Integrations. If it is disconnected or in error, reconnect it with fresh credentials.
5

Run the permission check

Open the integration’s setup, go to the Permissions step and select Re-check. If tickets show as unavailable, the API user in your PSA cannot read tickets and resyncing will not help. Grant the permission the step names, select Re-check, then resync.

Fix a sync that is off or a locked toggle

MSPortal only runs a sync when your PSA API user is allowed to read that data. When a permission is missing, the matching toggle on the Sync step is locked and the sync stays off.
1

Open the Permissions step

Go to Settings > Integrations, open your PSA integration and go to Permissions. Each data area is listed as granted or unavailable, and each unavailable one names the setting to change.
2

Grant the permission in your PSA

Make the change where your PSA keeps it.
  • ConnectWise: a security role category under System > Security Roles, for example Procurement > Product Catalog (Inquire Level: All).
  • Autotask: a security level setting under Admin > Resources/Users > Security Levels.
  • Halo PSA: an API application permission under Configuration > Integrations > Halo PSA API > View Applications.
  • Syncro: a token permission under Admin > API Tokens.
3

Re-check and turn the sync on

Return to Permissions and select Re-check. When the area shows as granted, the toggle unlocks and you can turn the sync on. Turning on a sync you once had off is a separate step, so review the sync toggles after you fix permissions.
If a permission is revoked after setup, MSPortal turns the affected sync off and notifies your integration admins instead of failing the same call every night. Grant the permission again and re-check.
An area can show Could not verify. That means the PSA was slow or unreachable, not that the permission is missing. Nothing is turned off. Select Re-check to try again.

Get a change from your source system

1

Check the schedule

Different data syncs on different schedules. Find your data area in Sync Schedules. Tickets sync every few minutes, and reference data syncs daily.
2

Request a sync

On Settings > Integrations, select the Resync icon on the integration card, or use the sync action on its setup page.
3

Check the result

Wait for the sync to finish, then check the last synced time and any error. A queued request is not delivered data, and pressing Resync repeatedly does not fix a missing permission or a provider error.
Autotask webhooks, when enabled, bring ticket updates in near real time. Webhooks do not cover every data type.
1

Look before you import

Check existing companies and users before you import new ones. Quick Match only proposes links, and similar names can belong to different organizations.
2

Save the link on purpose

Creating a company and saving its integration link are separate actions. Removing a saved link takes effect right away.
3

Check role rules

If automatic user imports change someone’s role, check the contact-type mappings first, then the company and integration defaults.

Fix a disconnected integration

1

Check the credentials

API keys or secrets may have expired or been rotated in your PSA.
2

Run the permission check

Open the Permissions step. It tests each data area and names anything the API user cannot read.
3

Look for rate limits

Some providers limit API calls and may block requests for a while.
4

Reconnect

Reconnect the integration with fresh credentials.

Get a useful support diagnosis

Send the provider, the connection, the data area, the company, the error you see and your last action. Add an example record if you can. Never include API secrets or tokens. Do not clear data, disconnect or test writes on customer records just to gather evidence.

Troubleshooting

Frequently asked questions

Connection, sync, mapping and visibility are separate. Check each stage for the affected data area.
No. It means MSPortal could not check, usually because the PSA was slow. Select Re-check before you change any access.
No. It queues background work. Check the last synced time and the records.
No. Correct the company link itself.
No. Send the provider, connection, data area, company and error without credentials.