Troubleshooting : Service Ticket Failures in ConnectWise PSA

Generally, when a ticket fails to be submitted to ConnectWise it is due to incorrect routing.

Ticket Routing Configuration

When troubleshooting a failed ticket submission, you first want to draw your attention to the Routing Tab. You can find the Routing tab when editing any service request, problem report, assessment item or policy; essentially anything that creates a ticket, will have a routing tab. 

The fields above, when resolved, must match exactly with their counterparts in ConnectWise. In the example above we are using Tokens to hold the values.

How CloudRadial Fields map to ConnectWise tickets

Here is a quick visual representation of where each field is mapped to:

Additional information about each field listed below: 

 

PSA Board / Queue

Mapped to the Board field in ConnectWise tickets. This is the only required value for a ticket to be created. For the list of available Service Boards in your CW instance, navigate to System > Setup Tables > Service Boards

Note: Service Boards must have a Team associated in order to submit tickets to them.

PSA Status

Mapped to the Status field in ConnectWise tickets. Each board will have its own list of statuses. 
For the list of all Statuses available, navigate to System > Setup Tables > Service Boards > Select required Board > Statuses (tab). 

Note: There is logic behind the @DefaultStatus token so if no value is set, CloudRadial will use the default status for that board as defined in ConnectWise.

PSA Priority

Mapped to the Priority field in ConnectWise tickets. For the full list of priorities, navigate to System > Setup Tables > Priority. 

 

Note: There is logic behind the @DefaultPriority token so if no value is set, CloudRadial will use the default priority as defined in ConnectWise.

PSA Type / Issue

Mapped to the Type field in ConnectWise. Each board will have it's own list of PSA Types. For the list of all types navigate to System > Setup Tables > Service Boards > Select required Board > Types (tab).

PSA Subtype / Sub-issue

Mapped to the Subtype field in ConnectWise. Each type will have it's own list of PSA Subtypes. For the list of all types navigate to System > Setup Tables > Service Boards > Select required Board > SubTypes (tab). 
 

Custom Fields Issue (UDF)

If you have any Custom Fields in ConnectWise and the Entry Method shows up blank in the table due to an error in that custom field, it will affect and potentially break the integration causing failures to retrieve and create tickets

Failed Ticket Advisories

If CloudRadial is unable to create a ticket when a user submits a form, an advisory will be created in the Partner portal (Partner > Account > Advisories) where you can see the ticket routing options being used and the error generated. For more information on the advisories and how to setup notifications for them, see Failed Ticket Advisories.

ConnectWise API-Level Errors

In some cases, ticket failures may not be caused by routing misconfiguration but by API-level errors on the ConnectWise server itself. These errors typically appear in the Failed Ticket Advisories or in the CloudRadial error logs.

System.OutOfMemoryException

If you see a System.OutOfMemoryException error when tickets fail to submit to ConnectWise, this is typically caused by the ConnectWise on-premises server running low on resources.

Symptoms

• Tickets intermittently fail to create in ConnectWise
• Error logs show "System.OutOfMemoryException" or similar memory-related errors
• The issue may come and go, often worsening during peak usage hours

Resolution

1. Reboot the ConnectWise server: This is the most immediate fix. Restarting the CW server clears the memory and typically resolves the issue.
2. Monitor server resources: If this error recurs frequently, work with your IT team or ConnectWise hosting provider to evaluate the server's RAM and resource allocation.
3. Check for CW updates: Ensure your ConnectWise on-premises installation is running the latest patches, as memory leaks may have been addressed in newer versions.

Note: This error is specific to on-premises ConnectWise installations. If you are using ConnectWise Cloud, contact ConnectWise support directly for assistance with API errors.