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This guide shows MSP staff how to request a new Client Health scorecard. The refresh covers your whole tenant. Choosing one company in the company selector does not limit it.

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Before you start

  • You need Client Health read access (read_customer_success). Client Health is the Health tab of MSP Tools > Client Success.
  • If source data looks missing or stale, check integration sync health and company mappings first. A refresh calculates scores from data MSPortal already has. It does not resync your integrations.
  • Scores also refresh on their own every day at 2:00 AM UTC.

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Request a new scorecard

1

Open Client Health

In the sidebar, open MSP Tools > Client Success, then select the Health tab. Refresh Scores is in its page header. On a company’s detail page, click the back arrow first.
2

Click Refresh Scores

The button changes to Refreshing… while MSPortal checks the job every two seconds.
3

Wait for the message

A success toast reads Refreshed N companies. A failure toast reads Refresh failed, or a more specific error. Clicking the button alone does not publish a new scorecard.
4

Check the result

The page reloads with the new scorecard. Open a company and check its Last computed date and evidence coverage.
The last complete scorecard stays visible while a refresh runs. A failed run never publishes a partial scorecard. If you leave the button waiting for more than five minutes, the page stops watching the job, so reload the page and check the latest scorecard before you click again.

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Fix stale or missing evidence first

1

Repair the source

Reconnect the integration or correct the company mapping. See Integration Company Mapping.
2

Let the data sync

Wait for the integration to bring in the new data.
3

Refresh the scores

Click Refresh Scores so the next scorecard uses the corrected evidence.
The stale banner shows when the scorecard’s source data is more than 36 hours old. Last computed only says when the scores were calculated. It does not say the source feeds are fresh. A refresh does not remove manual risk flags, so a company can keep a displayed risk level that differs from the calculated one.

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Troubleshooting

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Frequently asked questions

No. It recalculates the scorecard for your whole tenant.
Every day at 2:00 AM UTC. It can take some time to finish.
No. It uses the data already in MSPortal.
It stays visible until the new one is published.
No. A company still needs enough evidence to meet the scoring model’s requirements.

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Traffic Light statuses

Refreshing scores does not change manual Traffic Light statuses or Purple handling. Participating tenants use Traffic Light Review to change them and log reviews.