Liongard incident

ConnectWise PSA Integration Issue (formerly ConnectWise Manage)

Liongard experienced a notice incident on February 17, 2023 affecting US1 Instance and AUS1 Instance and 1 more component, lasting 19d 3h. The incident has been resolved; the full update timeline is below.

Started: Feb 17, 2023, 03:02 PM UTC
Resolved: Mar 08, 2023, 06:36 PM UTC
Duration: 19d 3h
Detected by Pingoru: Feb 17, 2023, 03:02 PM UTC

Affected components

US1 InstanceAUS1 InstanceEU1 InstanceUK1 InstanceCA1 InstancesUS2 InstanceAUS2 InstanceUK2 InstanceUS3 InstanceCA2 Instance

Update timeline

investigating Feb 17, 2023, 03:02 PM UTC

We are aware of an issue with the ConnectWise PSA Integration. When a Liongard Partner closes a ticket in ConnectWise PSA, the associated alert in Liongard is not closing - it’s remaining open. Our Engineering team has investigated this and has opened a support case with ConnectWise’s Support team. We do not have an ETA for resolution right now, but will update you when we do. Note: This issue is limited to communication from ConnectWise PSA to Liongard. It is not impacting Liongard to ConnectWise PSA communications - Alerts closed in Liongard are closing associated tickets in ConnectWise PSA.
resolved Mar 08, 2023, 06:36 PM UTC

RESOLVED: ConnectWise PSA (formerly ConnectWise Manage) Integration Issue Resolved We’re happy to report that the issue impacting ConnectWise PSA has been resolved. Tickets closed in ConnectWise PSA are now automatically closing their corresponding Liongard Alerts. Thank you for your patience. If you have ticketing sync enabled, Liongard Alerts will automatically update ConnectWise PSA with minimal impact. However not all Alerts will close, check your open Alerts in Liongard to see if the corresponding ticket in ConnectWise PSA is open or closed. If they don’t match, you may want to go through your Alerts and close or update them as-needed.