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Events

After associations are created, ConnectWise PSA App is designed to keep the two inventories in sync and any discrepancy between them generates events that need to be handled manually by the user. 

Mapping, billing, and ticketing events

Events are automatically generated in the following situations:

Event type

Event Description

Description details

Primary action

Secondary action

Mapping 

ConnectWise PSA company not found

The company cannot be found in ConnectWise PSA. The mapping with the associated GravityZone company is no longer valid and the Billing and Ticketing services for GravityZone company are suspended.

To handle the event, click Resolve.

To ignore the event, click Ignore Message.

Mapping

GravityZone company not found

The company  cannot be found in GravityZone. The mapping with the associated ConnectWise PSA company is no longer valid and the Billing and Ticketing services for the PSA company are suspended.

To handle the event, click Resolve.

To ignore the event, click Ignore Message.

Mapping

Companies not found

The mapped GravityZone and ConnectWise PSA companies cannot be found in their respective inventory. 

To handle the event, click Resolve.

To ignore the event, click Ignore Message.

Billing

Agreement type not found

The selected Agreement type cannot be found in ConnectWise PSA. 

In Bitdefender ConnectWise PSA, go to the Settings > Configuration > Billing page and check the configured agreement type.

In ConnectWise PSA, go to System > Setup Tables > Agreement Type List and check the settings.

Billing

Agreement type mismatch

The configured agreement type is not assigned on the ConnectWise PSA company.

In ConnectWise PSA, please check the PSA company configured agreement.

To ignore the event, click Ignore Message.

Billing

Product not found

The selected product cannot be found in ConnectWise PSA.

In Bitdefender ConnectWise PSA go to the Settings > Configuration > Billing page and check the configured product.

In ConnectWise PSA, go to Procurement> Product Catalog and check the settings.

Billing 

Addition creation failed

Additions cannot be created

To resolve the event, make sure the date for the company agreement is not set in the future.

To ignore the event, click Ignore Message.

Ticketing 

Service desk ticket creation failed

Service desk ticket cannot be created. This might be due to an incompatibility with the assigned company status.

To resolve the event, make sure the Disallow Saving option is disabled.

To ignore the event, click Ignore Message.

Events are displayed on the following pages:

  • Mappings. If an issue is detected, the company indicates in the Status column that it has events.

  • Events. All events are displayed with the following information:

    • Event type

    • PSA company name

    • GravityZone company name

    • Time of the last update

    • Available actions

    cw_psa_app_events_p_1067436_en.png

To take action on an active event:

  1. Click the Resolve or button corresponding to the event.

  2. Select an action. Depending on the event type, several actions are available to resolve the event.

  3. Click Ignore message to ignore the event. If the problems still persists, the event will be generated again.

  4. Click Resolve to confirm the action.

    Note

    After resolving the underlying issue for a mapping, the events are not automatically cleared. Billing events type will be recalculated automatically 4 hours, Ticketing events type are cleared only if a new service ticket will be created on the corresponding ConnectWise PSA company.

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