If you've integrated Datto Autotask with Backup Radar but certain companies aren't appearing, the issue is most likely a mismatch between the company's settings in Autotask and the Company Sync Filters configured in Backup Radar.
Backup Radar uses two filters to determine which Autotask companies to sync: Company Type and Company Classification. These filters work together as an AND condition, meaning a company must match both a selected Company Type and a selected Company Classification to sync into Backup Radar.
Who can use this feature?
Administrator users
Standard users (who have been granted access)
Verify the company's type and classification in Autotask
In Datto Autotask, open the company that isn't syncing to Backup Radar.
Note the company's Company Type (for example, "Customer") and Classification values. These are displayed on the company's detail page.
Note: If the Classification field is blank, the company doesn't have a classification assigned. This is common in Autotask, as classification is an optional field.
Compare with the sync filters in Backup Radar
In Backup Radar, click Integration > PSA Integration.
Under Sync Filters, click Show.
Review the selected Company Type and Company Classification values.
Confirm that both the company's type and classification from Autotask match the selections in Backup Radar. Because these filters work as an AND condition, the company must match at least one selected value in each column to sync.
Resolve the mismatch
Depending on what you find, follow the steps for the scenario that applies:
The company type isn't selected
If the company's type in Autotask (for example, "Lead" or "Prospect") isn't checked under Company Type in Backup Radar, select the checkbox for that type.
The company classification isn't selected
If the company's classification in Autotask isn't checked under Company Classification in Backup Radar, select the checkbox for that classification.
The company has no classification assigned
If the company doesn't have a classification set in Autotask, select the Sync accounts without Classification checkbox at the bottom of the Sync Filters section in Backup Radar.
The classification doesn't appear in the list
If a classification is assigned to the company in Autotask but doesn't appear in the Company Classification list in Backup Radar, the classification is likely marked as inactive in Autotask. To resolve this, reactivate the classification in Autotask, then return to Backup Radar to select it.
Apply your changes
After updating the sync filters:
Click Update Filters at the bottom of the Sync Filters section.
Click Sync Companies at the top of the page to pull in the updated company list from Autotask.
Once the sync completes, navigate to Manage > Companies and search for the company to confirm it now appears.
If the company still doesn't sync after following these steps, reach out to our friendly, neighborhood support team by submitting a support ticket.
🎙️ Interested in attending a live Q&A session with our Product Adoption team?
Sign up to attend Backup Radar Office Hours and get real-time answers to your questions.
Related to
