If you added a company to your professional services automation (PSA) platform, but it doesn’t appear in Backup Radar, follow the steps below to identify and resolve the issue.
Who can use this feature?
Admin users.
What you’ll need
Admin access to Backup Radar.
Access to the company record in your PSA platform.
Identify the likely cause
Use the table below to identify the next step based on what you find:
What you find | Likely cause | Next step |
|---|---|---|
The company appears in Manage > Companies and is marked PSA Integration. | The company synced successfully. | No further troubleshooting is necessary. |
The company doesn’t appear after you run a manual sync. | The company might not match the configured sync filters. | Compare the company’s PSA fields with the filters in Backup Radar. |
The company’s PSA fields don’t match both configured filters. | The filters exclude the company from the sync. | Update the filters, then run another manual sync. |
The company’s PSA fields match both filters, but the company still doesn’t appear. | The issue requires further investigation. | Contact the Support team with details about the company. |
Run a manual company sync
New companies don’t sync automatically. Run a manual sync before reviewing the filters.
In Backup Radar, navigate to Integration > PSA Integration.
Click Sync Companies.
Navigate to Manage > Companies.
Search for the company.
If the company appears and is marked PSA Integration, the sync is complete. If it doesn’t appear, continue to the next section.
Check the company fields and sync filters
The company must match both configured sync filters. The filters use AND logic, so the company type and company status or classification must both match the selected values.
In your PSA platform, open the company record that isn’t syncing.
Note the values for the company type and company status or classification. The field names vary by PSA platform.
In Backup Radar, navigate to Integration > PSA Integration.
Click Show Filters.
For each filter, verify that the selections in both columns match the corresponding field and value on the PSA company record.
If either filter doesn’t match the PSA company record, select the appropriate options.
Scroll to the bottom of the page and click Update Filters.
Return to the top of the page and click Sync Companies.
Navigate to Manage > Companies and search for the company again.
Contact Support
If the company still doesn’t appear after the PSA fields and Backup Radar filters match, contact the Support team by submitting a support ticket.
Include a screenshot of the company record in your PSA platform. The screenshot must show the company’s relevant details, such as its status, classification, type, and any other fields used by the integration. Remove unrelated personal information before attaching the screenshot.
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