How does the system handle mid-month modifications to configurations when a consumption sync occurs?
The system processes consumption synchronization based on the configuration state active at the exact moment the sync begins. If you modify a configuration element, such as adding a new mapping or editing an existing one in the middle of a month, the system applies the following logic:
Pre-Sync Modifications: Any changes completed before the synchronization starts are included in the process.
Post-Sync Modifications: Any changes made after the synchronization starts are excluded from the current run.
This ensures data integrity by preventing mid-process configuration shifts from creating inconsistent synchronization results.
What is the process for handling alerts when an integration is broken?
When an integration is broken, the system follows a two-stage recovery process:
Alert Retention: The system captures all incoming alerts and stores them in the backend database.
Automated Restoration: Once the integration for that MSP is restored, the system scans the database to convert stored alerts into active tickets.
The automated ticket generation is subject to a specific time-based limitation. The system generates tickets only for alerts timestamped within the 48 hours immediately preceding the restoration of the integration.
For more details on integration, refer to the Introduction to ConnectWise Integration documentation.
How does the timing of the consumption sync affect my generated invoices, and what happens if I change the sync date mid-month?
The system uses the consumption sync to update values, but it does not automatically update invoices that are already generated. For example, if your consumption sync occurs on the 2nd of the month and your invoice is generated on the 5th, that invoice reflects the data synced on the 2nd.
If you change your consumption sync date later in the month (such as moving it from the 2nd to the 9th), the system will not pull that new data into the existing invoice. To ensure your invoice reflects the most recent consumption values after a date change, you must delete the old invoice and generate a new one. Coordinate your sync and invoice generation dates carefully to ensure your invoices capture the correct consumption totals. For further assistance, reach out to support.
What should I do if consumption sync fails due to a product-mapping issue?
If a sync fails, the system generates a Consumption Sync Failure alert. This alert contains details about the specific usage data that could not be updated. You can use the information in the alert to manually update the usage in your ConnectWise PSA.
How do I retry a missed consumption sync due to an integration outage?
If the integration was down during the scheduled sync, you can manually trigger a new run by updating the Sync Date in your configuration.
On or before the 10th: You can update the date yourself to trigger the sync.
After the 10th: You cannot update the date manually. Please contact Support for assistance.
What are the minimum permissions required for the Client Credentials integration?
To ensure the integration functions correctly without granting full Admin access, the API Member must have permissions to perform the specific Write and Read operations listed below:
Write Operations (Create & Edit):
Tickets: Ability to create new tickets.
Notes: Ability to add new notes to tickets.
Additions: Ability to update quantity and description fields on existing additions.
Read Operations (View/List):
System Tables: Access to list Boards, Statuses, Types, Subtypes, Priorities, and Impacts.
Company Data: Access to list Companies, Agreements, and Additions.
Note: Please ensure the Security Role assigned to the API Member includes these specific capabilities to prevent synchronization errors.