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PSA Troubleshooting Tab

Alan
  • Updated

This KB will help you in understanding how to use the PSA Troubleshooting Tab for diagnosing PSA integration issues.

 

Before you get started

This feature is being actively developed so you may see some variation in verbiage or layout, reach out to Support if you're having issues trying to use the tool!

The Troubleshooting Tab can be found by going into 'hamburger' menu (top right)> Integrations > click the 3 dots to the right of your PSA name > click the Troubleshooting tab. 

Currently only these PSA's can interact with this tab (more coming soon!):

  • Autotask
  • BMS
  • ConnectWise:Manage
  • HaloPSA
  • Kaseya BMS 
  • Syncro

Cached Information section (last billing error) is available for these PSA's:

  • Autotask
  • ConnectWise:Manage
  • HaloPSA
  • Kaseya BMS
  • Syncro

Billing sections are only supported by these PSAs:

  • AutoTask 
  • ConnectWise:Manage 
  • HaloPSA

 

Stoppage vs Non-Stoppage Errors

"Test Queries" icons will change if the error is a stoppage error or a non-stoppage error. 

:no_entry_sign: - non-stoppage error. Something to note but won't usually prevent the integration from working.

:x: - stoppage error. This is preventing the integration from working.

 - Query succeeded. 

 

Note: The "Test" buttons are all read-only and should not produce alerts inside the PSA.

 

How to Use

For new PSA integrations it's highly recommended you check out one of our PSA setup guides first, to ensure you've set the appropriate permissions as that is the most common reason for integration failure.

 

Cached Information

This is the last error that Huntress saw when trying to upload data to the PSA, including all of the info the portal was attempting to send. In the example below we can see there is an issue with credentials.

  1. Expand "product_mappings" to see what ID and name were used for each Huntress product.
  2. The field "failure_reason" is the first place you should check. In the example below the issue was missing permissions or invalid API key.
  3. If you don't see anything 'off' in here, continue to the next section.

 

Tickets

This section tests Huntress Portals ability to pull data from the PSA, and shows the exact data Huntress is sending to the PSA.

  1. Click the "Test Queries" button and wait for results.
  2. If there are entries without a green check you probably need to make adjustments there.
  3. If you've gone through the PSA KB and you're confident it was accurately followed, expand the "cURL Commands" and copy/paste the related section(s) to bring to your PSA's Support team. Those are the exact commands our portal is failing at and that should be all your PSA Support team needs to find the issue.

In this example we see a non-stoppage issue with Subtypes, this is unlikely to be an issue.

 

PSA Targets

This section tests mapping between Huntress organizations and PSA Customers/Clients/Business Units.

  1. Click the "Test Queries" button and wait for results.
  2. In the example below the Huntress portal was unable to download a PSA Customer list, which is typically a permissions issue. This is a stoppage error, this will not be a healthy PSA integration.
  3. If you've gone through the PSA KB and you're confident the guide was followed accurately, expand the "cURL Commands" and copy/paste the related section(s) to bring to your PSA's Support team. Those are the exact commands our portal is failing at and that should be all your PSA Support team needs to find the issue.

 

Billing

For testing billing queries and viewing the exact data Huntress is sending to the PSA.

  1. Click the "Test Queries" button and wait for results.
  2. If there are entries without a green check the partner may need to make adjustments there.
  3. If you've gone through the PSA KB and you're confident it was accurately followed, expand the "cURL Commands" and copy/paste the related section(s) to bring to your PSA's Support team. Those are the exact commands our portal is failing at and that should be all your PSA Support team needs to find the issue.

 

Dry Run Billing Sync

For running a read-only billing sync as a test to see how the PSA will react with billing data.

  1. Click the "Test Billing Sync" button and wait for results.
  2. Look in Results for the specific error(s) the PSA is sending back to Huntress. In the example below the issue is "Active agreement addition" which means the PSA "agreement" isn't found for this customer, the customer is not currently active, or there are missing permissions.
  3. Reach out to Support if you need assistance!

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