Issue Description
Some users have reported that tickets have been deleted in ConnectWise Manage still appear in their widgets, and the number of tickets in their NextTicket for ConnectWise Manager application is higher than expected.
Root Cause
After investigation, we found that these abnormalities are caused by previously deleted tickets that were not purged from Integrations completely.
MSPbots uses incremental updates, retrieving only cumulative updates like ticket status changes, server offline events, and new time records for technicians.
For APIs that do not support data deletion notification, no notification is sent when a ticket is deleted or updated in the database. Therefore, the system cannot determine which tickets have been deleted or updated, and as a result, you may continue to encounter deleted ticket information or an excessive number of tickets in the MSPbots and NextTicket applications.
Why doesn't MSPbots use a complete data synchronization process to automatically update ticket information and avoid this situation?
MSPbots also has other APIs that utilize a complete synchronization method. However, for this issue, we are currently unable to perform a complete data synchronization. This is because it would increase the risk of API rate limiting. At the moment, we can handle a large amount of API data more efficiently through an incremental data synchronization process, which does not include deleting data.
Applications and Required Permissions
- Users of the ConnectWise Manage app may encounter this issue.
- Only admins can manually delete data to solve the issue.
How to Fix the Issue of Deleted Data in ConnectWise Manage
If your data is synchronized by the following APIs, please ask the admin to manually delete it to solve this issue.
- Companies
- Company Teams
- Configurations
- Invoices Email Templates
- Invoices Templates
- Orders
- Products
- Reports Activity
- Reports Agreement List
- Reports Configuration
- Reports Contact, Reports Invoice Product
- Reports Invoices
- Reports Opportunity
- Reports Product
- Reports Schedule
- Reports Service
- Reports Time
For specific guidance on how to delete data, please refer to How to Delete Tickets Using the API Tool.
For the Reports Service API, due to the issue ESCALATE-734 in ConnectWise Manage, we are unable to synchronize complete data through the API, and the data synchronized does not support data deletion notification. Therefore, manual deletion by an admin is required.
For other APIs aside from the Reports Service API, because the data synchronized through these APIs does not support data deletion notification and has a time range exceeding 30 days, the data cannot be automatically deleted and requires manual deletion.
The following two types of data will be automatically deleted, so you don't need to pay attention to them in general.
- Data synchronized through the following APIs with callback support for data deletion notification.
- activity
- agreement
- contact
- configuration
- invoice
- expense
- opportunity
- project
- purchaseorder
- company
- ticket
- schedule
- time
- Data synchronized through the APIs without support for data deletion notification, but for data within a time range of 1 day to 30 days. For these data, depending on the volume, we will perform data deletion checks and automatically remove data within that time range.