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How to Change the PSA Instance

Updated

Changing the PSA Instance

  1. Delete the integration authorization information on the Integration page. For a detailed guide, see Deleting a Connection for an Integration.
  2. Submit a request to MSPBots to request the cleanup of historical data.
  3. After receiving notification from MSPBots that the cleanup is complete, refer to the corresponding PSA setup article to reconnect to the new instance.
  4. Follow the steps below to check if each user in your company has a successful PSA User Mapping. If not, manually map them.
    1. Go to Settings > User Management. 

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    2. Click the    button next to the user.

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    3. Click Confirm.

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    4. In the THIRD-PARTY PLATFORM MAPPING section, check if the user’s PSA User Mapping is correct. If not, manually map the user by selecting an email address.
      1. CW User Mapping
      2. Autotask User Mapping
      3. Halo User Mapping

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    5. Click Confirm when done. 
  5. Configure the Autotamed Client Mapping, refer to Using the Company Slicer (Automated Client Mapping) for Client-Facing Reports.

FAQs

Q: When do we need to change the PSA instance?

A: You need to change the PSA instance if you switch from the on-premises version to the cloud version.

 

Q: Will changing a new instance break our existing sync?

A: Yes, it will disrupt the existing old instance data, as mixing new instance data with old instance data can cause synchronization issues.

 

Q: Will changing a new instance clean up the old data we have in MSPBots?

A: Yes, it will clean up. If you keep your old data in MSPBots, it will interfere with your existing old instance data, as mixing new instance data with old instance data can cause synchronization issues.

 

Q: Will changing a new instance break the existing widgets and dashboards that we already have?

A: If you follow the guidance steps in Changing the PSA Instance, your original widgets and dashboards will automatically display the new instance data without any modifications required.

 

Q: Is there a way to keep historical data while syncing the new instance?

A: Unfortunately, the PSA currently only supports a single instance. This means that MSPbots are unable to retain historical data while syncing the new instance.

 

Q: What if we don't clean historical and point to new instance of PSA? What issues can that cause?

A: If historical data is not cleared prior to syncing the new instance, the system will automatically delete any old data that does not match, leading to the missing new data as well.

Here’s an overview of the PSA data synchronization logic:

  • Full Synchronization: This process first syncs all data from the API and subsequently deletes any data in the database that has not been updated. This resolves the issue where data deleted from the API still exists in the database.
  • Incremental Synchronization by Last Modified Date: By default, the system syncs API data from the last year. It records the last modified date in a sequential manner in the cache. During the next synchronization, it starts incrementally syncing from the cached time. If old data is not cleared, new data will utilize the old cached timestamps for synchronization, which means new data may not sync to the recent API data from the past year.