Each integration page also has its own troubleshooting table: ConnectWise, HaloPSA, Autotask, IT Glue, Hudu, CIPP, NinjaOne, and Senteon.
| Symptom |
What to check |
| An integration card shows Status unavailable |
Alert source settings can only be loaded by admins. Otherwise, refresh the page. |
| A connection test fails |
Read the message under the test button, then follow the troubleshooting table on that integration’s page. |
| A settings page shows an error after saving |
Read the message shown on the page. Settings are only saved when the page confirms it. |
| Symptom |
What to check |
| New tickets on a board, team, or queue are ignored |
Turn on Register this board as an intake source for that scope in Routing and service scopes, and check that the ticket’s status is one of the selected Intake new statuses. |
| Saving the scope reported that intake callback registration failed |
Intake, including the 5-minute check, is off for that scope until it is saved successfully. Save it again. |
| A ticket was triaged once and isn’t triaged again |
ZenTop Triage triages each ticket once. It skips a ticket that already has its auto-triage note or failure note. Delete those notes in the PSA to allow another automatic triage. Tickets created from the Triage page aren’t auto-triaged again either. |
| Triage writes a note but doesn’t change the ticket |
Triage validation mode is on; see Validation Mode. |
| Symptom |
What to check |
| Triaged tickets are left unassigned |
Only tickets whose priority name contains “medium” or “low” are scheduled automatically; see Dispatch Rules. Dispatch validation mode also stops automatic scheduling. |
| No technicians are offered |
Turn on Dispatchable for the right members in PSA Members. With client team matching set to Require team configuration, the client’s team must have eligible technicians. |
| A technician shows Calendar setup required |
Utilization and scheduling can’t be worked out from that technician’s PSA work hours. Set up their work hours in the PSA, then select Sync Now in PSA Members. |
| Symptom |
What to check |
| No documentation results for a client |
Check that the client’s documentation company is mapped in Documentation KB, and that the asset or layout types you need are turned on. |
| No IT Glue results with All Clients |
Select a client. IT Glue content always belongs to an organization. |
| No Config Item results |
Config items only appear when a specific client is selected. |
| Recently closed tickets don’t appear |
Check the Closed Status Names in Ticket Embedding. The daily job runs at 03:00 UTC, and only for statuses in that list. |
| Symptom |
What to check |
| A company is missing from pickers or search |
Check its row in the companies table: the PSA marks it inactive, or its type isn’t a client company type. |
| No escalation contacts are offered |
Turn on Escalation for those members in PSA Members, then put them in Escalation Order in Triage Rules. |
| Holiday import from HaloPSA fails |
Recurring HaloPSA holidays aren’t supported. List their dates individually in HaloPSA, or enter holidays manually. |
