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Changes to Ticket Status or Resource in ConnectWise App Not Synced to MSPbots

Updated

After changing the Status or Resource on a ticket in the ConnectWise app, the changes were not synced to MSPbots.
For example, after successfully setting up the Attendance app, the assignee correctly updated the Status of a ticket in the ConnectWise app, the ticket was supposed to appear as an in-progress ticket on the assignee's card in the Attendance app, but it did not show up.

Ticket Details_1.jpg

Root Cause

This may be due to a delay or missing webhook push from the ConnectWise app. Updating the Resource or Status on a ticket does not trigger an update to the lastupdated field in the database of the ConnectWise app, thus not sending out any webhooks when it is changed.

Solution

  1. After changing the ticket Status or Resource in the ConnectWise app, click the Save button on the edit page to trigger a new data sync.
    • Status

      Status.jpg

  2. Resource in Schedule > Resource & Meetings

    Resource.jpg

    Resource.jpg

  3. Then refresh the MSPbots system, and the field value will appear in MSPbots.
    • If the data still does not sync to MSPbots, please submit a request through our Help Center.

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