Status
Fix Slated for 2022.2
Who's Affected
Partners that have Real-Time Sync enabled may be intermittently affected.
Issue
Partners have reported issues with Invoices not syncing to their Accounting Package from ConnectWise Manage via Real-Time Sync.
The cause of the issue has been identified with ConnectWise Manage not consistently sending callbacks when a mass action is used to update invoices to a closed status (eg. Closed - Emailed). A mass action may include the use of the Invoice Batch Emailing to send and close invoices. A callback from ConnectWise Manage is used to trigger the action of invoice syncing via Wise-Sync.
Callbacks are being sent consistently when an individual invoice is updated to a closed status. This process is not affected by this known issue.
What are we doing about it?
We have logged a ticket with ConnectWise advising the issue.
ConnectWise has reproduced the issue and is currently escalating within Product Management.
How do we know it’s an issue?
Invoices have intermittently failed to sync and remain in Accounting Interface > Unposted Invoices.
Workaround
Partners can check for affected invoices by navigating to ConnectWise Manage > Finance > Accounting Interface > Unposted Invoices.
Invoices that have not been synced to an Accounting Package via Real-Time Sync should be manually processed via the Wise-Sync Sync Screen.
For more information about syncing Invoices manually, see Syncing with Wise-Sync
Updates
| Date | Update |
|---|---|
| 15th August 2022 | ConnectWise has prioritized the fix for the 2022.2 release |
| 12th August 2022 | Known issue communication sent to all Wise-Sync customers using Real Time Sync. Wise-Sync customers can log a ticket directly with ConnectWise by emailing help@connectwise.com including the subject 'Impacted Partner >> Invoice callbacks are not firing for 'closed - emailed' mass action (Invent Ticket #16141369)' and advise that your business is impacted by this issue. |
| 4th August 2022 | Product Management has categorised the issue as a P3-Medium priority. Wise-Sync escalates issues with ConnectWise management as the issues impact the majority of our customers. |
| 12 July 2022 | ConnectWise is able to replicate the issue and has escalated it to Product Management for review. |
| 5th April 2022 | Wise-Sync sends follow-up details to ConnectWise to continue the investigation. |
| 23rd February 2022 | Wise-Sync identifies that webhook calls are not being received for invoices that are in closed status. Support ticket logged with ConnectWise Support to investigate the issue. |
| 4th February 2022 | The first partner report invoices intermittently not being synced when the status is updated to close-email. Wise-Sync investigation begins |