Enabling two-way sync

For partners subscribed to Select or Enterprise plans.

If you are integrated with ConnectWise or Autotask and haven't yet turned on two-way sync, follow the steps below to turn it on. Two-way sync allows you to update field values that are syncing with your PSA directly in IT Glue. These changes will then immediately push to your PSA.

For an introduction to syncing between your PSA and IT Glue, see Syncing between IT Glue and PSAs overview.

Prerequisites

  • You must have Manager or Administrator access to IT Glue.
  • An integration with either ConnectWise or Autotask. Two-way syncing is currently only available for ConnectWise and Autotask.

Instructions

  1. From Account > Integrations, click Actions and then Configuration to be taken to the PSA's sync settings.



  2. Check the Enable two-way sync box.
  3. Click Save.

After you turn on two-way sync, any updates that are made to mapped fields will immediately push to your PSA. With one-way sync, select synced fields were read-only because data coming from the PSA was prioritized over the data in IT Glue.

Common Questions

Will data already in IT Glue be pushed to my PSA?

Turning on two-way sync is what allows any new IT Glue data in mapped fields to be pushed to your PSA. But, as a precautionary measure, two-way sync will not automatically push data that was already in IT Glue before you turned on two-way sync. You would need to edit and save these items one-by-one, which will then queue them to sync per our standard sync behavior.

While you are editing and saving, make sure that each organization or configuration's type and status are ones that are set to sync. Note: for Autotask integrations, configuration items will also need field values for manufacturer and model.

How do I make imported data push to my PSA?

Two-way sync was not intended for data you import from spreadsheets or that's added to your account via the IT Glue API. Such data will need to be edited and saved one by one to work with two-way synchronization and push to your PSA.

The primary reason for not pushing such data automatically is to ensure that the integrity of the data stored in your PSA is not affected by bulk changes made in IT Glue. That could easily result in hundreds or thousands of records being duplicated or incorrectly updated.

A company added to IT Glue isn't showing up in our PSA. How do I begin troubleshooting?

As you work with your data in both systems, remember that the type and status fields are integral to PSA sync logic. The most common reason for something in IT Glue not populating in your PSA is that the type and status are set to a type or status that is not set to sync. To fix this, simply edit the organization to update the type or status to ones that are syncing.

You might want to read the Overview of client onboarding steps article, which has a good overview of the best practices for entering information about new clients.

What is the sync frequency and duration?

After you follow the instructions to enable two-sync, any updates to a mapped field in IT Glue will always be immediately pushed to your PSA.

Updates from your PSA will sync hourly. The initial sync with your PSA tool typically completes in under an hour, but a sync job may wait in the queue for a longer time, depending on the system load and how many new items you have. At any time, a manual sync can be scheduled (from Account > Integrations), which will prioritize the sync to start sooner.

 

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