Syncing between IT Glue and PSAs overview

IT Glue fields automatically map into your PSA once an integration is successfully established.

See the articles below for information on how IT Glue fields map to fields in your PSA.

In these articles, you'll also find details on the matching logic that's used to determine whether to match records between the two systems.

Note: IT Glue uses an exact matching method that looks for strings that match exactly. Fuzzy matching (which looks for approximate matches based on patterns) is not supported.

Creating organizations and configurations from PSA records

Most organization and configuration fields in IT Glue will sync with your PSA. The types and statuses that are enabled for syncing in IT Glue are integral to PSA sync logic. When a syncing type and status is assigned to an organization or configuration in your PSA, a new record is created in IT Glue after the next full sync.

If a matching organization or configuration is already in IT Glue, the records will sync and the one that is in IT Glue will be changed to reflect the information coming from the PSA. The PSA always wins this data syncing relationship.

Note: If syncing configurations become inactive in your PSA, they will be updated to inactive in IT Glue, regardless of whether your PSA is set to sync inactive configurations.

Creating contacts from PSA records

If the Enable Contacts sync setting is enabled in your sync settings (Account > Integrations > [PSA] Actions > Sync Settings), and a new contact is created in your PSA, a new contact will be created in IT Glue, assuming there is not already a contact in IT Glue with the same name in that organization. As previously mentioned, if there is a conflict between the two systems the PSA will always win.

If the Enable Contacts sync setting is not enabled, IT Glue will not automatically create new contacts.

Creating locations from PSA records

IT Glue syncs with location records (most fields) for ConnectWise, Kaseya BMS, and Tigerpaw. Whenever there is a conflict between the two systems, the PSA will always win.

Note: Autotask does not have standalone location records to sync with. Instead, IT Glue creates locations using the address values from Autotask Accounts and Contacts. As you make changes to existing Account/Contact addresses in Autotask, this will result in new location records in IT Glue. For more information, see Autotask common questions.

Two-way syncing

Two-way syncing is available for Autotask, ConnectWise, Kaseya BMS, and Pulseway PS. With two-way syncing, IT Glue lets you update field values that are syncing with your PSA directly in IT Glue. These changes will then immediately push to your PSA.

When you enable two-way syncing, this does not automatically push to your PSA any organizations, configurations, contacts, or locations that were in IT Glue before the first sync or that are imported later on. You would need to edit and save these as confirmation that you want these new items created in your PSA. See the two-way sync article for more details.

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