Beta Program Cheat Sheet

Here are a list of FAQs and things to look out for during the Beta Program. The list will be built over the course of the program.

Frequently Asked Questions

How do I know if I'm syncing with the ConnectWise REST Beta Version?

The ConnectWise Software Version in your Wise-Sync Account settings determines whether you're syncing with the ConnectWise REST Integration or not.

How do I get there?

  1. Account Admins are able to click Account from the top menu;
  2. Go to Account Settings;
  3. Locate ConnectWise Software Version.

In the screenshot above, v2019.4 REST will switch you over to our complete REST API integration.

Wise-Sync will operate as normal with v2019.4 selected.

What do I do if I encounter problems syncing with the ConnectWise REST Integration?

In Wise-Sync, click Need Help and log a support ticket. Provide screenshots of any errors and provide as much information as you can about the transaction you are syncing. Support tickets logged by participants of the ConnectWise REST API Beta Program are prioritised through the support queue and escalated if needed if basic troubleshooting does not resolve the issue.

Impact to your operations will be assessed with each issue. If issues negatively impact your operations, we'll take you off the REST integration until the problem is resolved.

Things to look out for

Errors

Take note of any errors that occur. Here are common errors we've seen that you can resolve yourself:

You do not have security permissions to perform this action.

This error can occur during any transaction sync. 99% of the time, this is related to inadequate ConnectWise permissions.

Check in ConnectWise that:

  1. The person running the sync has the correct Security Role Permissions to sync.
  2. The person running the sync doesn't have restrictions on Locations or Business units;

Check out Configure Member Security and API Keys at Beta Program Preparation for more information about configuring appropriate ConnectWise permissions to interact with the REST API.

If these have been checked and are kosher, please log a support ticket.

The remote server returned an error: (401) Unauthorized.

This error will occur if the Wise-Sync user running the sync does not have API Keys configured.

Check out Configure Member Security and API Keys at Beta Program Preparation for more information about configuring appropriate ConnectWise permissions to interact with the REST API.

If these have been checked and are kosher, please log a support ticket.

Error Updating Xero: Sequence contains no matching element
This error will occur if the company name in ConnectWise has spaces appended to the start or end of the company and causing a difference in name as the export returns the name without the spaces. To resolve this issue in ConnectWise, simply remove the trailing space from the company record in ConnectWise, and save. For more information, see Sync Error: Sequence contains no matching element.
Error "ConnectWise Tax Group supplied for '' does not match the tax codes in Xero"
This error is occurring when syncing credit memos. This is a known issue and a fix has been developed for the next release.  To sync a credit memo switch the ConnectWise version to the SOAP API version.


Transaction Details

Have a look between ConnectWise and your Accounting Package to make sure information is the same/expected based on your Wise-Sync configuration. Here's what to check as you sync with the REST integration. Log a support ticket if you notice differences between what you see in ConnectWiseto what you see in your Accounting Package, as it may highlight an issue that needs to be addressed.

Transaction header information.

Between ConnectWise and your Accounting Package, check:

  1. The transaction id is correct;
  2. The transaction date is correct;
  3. The transaction is applied to the correct customer (for invoices)/supplier (for procurement)/employee (for expenses);
  4. The customer/supplier contact is correct;
  5. The Total GST, Tax Code and Amount are correct;
Transaction line information

Between ConnectWise and your Accounting Package, check:

  1. All of the lines have been sync across;
  2. That each line is for the correct product/service, quantity, price/cost, GST and total amounts;
  3. That any adjustmet or rounding lines have been created as per Wise-Sync Company configuration;
General Ledger Entries

Check that amounts posted to your GL are hitting the correct accounts, as configured in ConnectWise and Wise-Sync.

S
Simone is the author of this solution article.

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