If you’re noticing some of your clients aren’t syncing into Lifecycle Manager—and you believe they should be—you may need to adjust your sync settings. This article describes the required steps to ensure that all clients are syncing into Lifecycle Manager.

Before we start

For a client to be created in Lifecycle Manager, it must be syncing at 1 item minimum from any of these datasets:

• Hardware asset
• Software asset
• Contact

If a client does not have any of this data, it will not be created. That said, the concept of supplementary integrations exists in Lifecycle Manager (e.g. Huntress, SimpleSAT, and many more). If you're missing data for a client for a supplementary integration, skip to "Option 3" below.

Solving missing clients

Option 1: Check Sync Settings (most likely)

99% of the time, if clients are missing from our sync, it's caused by a missing setting in your integration sync settings.

Here's how you can confirm that:

1. Identify the integration the client should be syncing from e.g. IT Glue
2. Go to this integration and take a full page screenshot of the missing client [screenshot A]
3. Go to this integration and take a full page screenshot of a hardware asset in that missing client [screenshot B]
4. On the Integrations page, click the identified integration name to open the Sync Settings for that integration - these settings control what syncs to our app from that integration
5. Depending on the type of integration, you will see various settings including:
   • Configuration Status (hardware)
   • Configuration Type (hardware)
   • Company / Organization Type (client)
   • Company / Organization Status (client)
   • Filtering for asset's RMM last check-in date (hardware)
   • Option to sync hardware assets that don't have a serial number (hardware)
6. Compare the sync settings to screenshot A from step 2 above. Adjust the sync settings as needed until they fully match the details in screenshot A
   • Example: If Company Type/ Status is an option, ensure the sync settings match the Company Type / Status in IT Glue
7. If everything is ok with the Client options, there may be issues with data within that client like Hardware or Contacts. All PSA Contacts should sync automatically, so this is not usually the cause for PSAs so long as 1 Contact exists. That said it may well be the case for an RMM or Documentation tool. To solve, compare the sync settings to screenshot B from step 3 above. Adjust the sync settings as needed until they fully match the details in screenshot B
   • Example: If Configuration Type / Status are options in your sync settings, are the sync settings matching what's showing in screenshot B?
   • Example: If last check-in date filtering is an option, are the sync settings set up to sync in this hardware asset based on last RMM check-in date?
   • Example: Does this hardware asset have a serial number reporting in the integration? If not, the option to sync hardware without a serial may be preventing it from syncing.
8. Once sync settings are fully matched up, scroll down on the sync settings and click Save - this will trigger a manual sync for that integration
9. Once the sync is complete (track the status on the Integrations page), your missing Clients should appear in Lifecycle Manager ✅

Option 2: Check Integration status

1. Identify the integration the client should be syncing from e.g. IT Glue
2. On the Integrations page, check if this integration is successful or check the last date it synced
   • If there are sync failures, note the reason and try to resolve (if a credential error), or open a ticket with us instead
3. On the Issues page, check if there are any errors relating to that integration that might be causing failures
   • If there are clear resolution steps, try to resolve yourself, or open a ticket with us if unclear

Option 3: Supplementary Integrations (missing data)

• If you have a supplementary integration that syncs neither hardware, software, or contacts, then for us to sync and display data for that client, the Client name in that supplementary integration must exactly match the client name in our app already.
  • Example: a Huntress client named "Sam's Burgers" will only show in our app if the RMM/PSA client name is also exactly "Sam's Burgers". If the RMM/PSA client name is "Sam's Burgers LLC", or even "Sams Burgers" (without the apostrophe), the Huntress data or client will not appear.

Still running into challenges?

We're happy to help! Please open a ticket with us at support@scalepad.com - please provide both screenshot A and B (step 2 + 3 in the sync settings section) as part of your request.