Excluding Users from Synchronization

One of CloudRadial's best features is its ability to automatically sync users between CloudRadial, Office 365 and your PSA. But PSAs and Office often have users you don't want in the CloudRadial portal. CloudRadial provides several methods for contact exclusion.

By default, users whose accounts are disabled or without an email address are not synced to CloudRadial since they wouldn't be able to log in. Also, users without an Office 365 license are not synced by default either.

See each section below for details on how to undo specific types of exclusions.

Excluding at the Partner Level

Go to Partner > Settings > Exclusions and add the email addresses or email patterns (see below under Exclusion Patterns) to exclude.

To undo this exclusion: Visit the same area and click on the exclusion rule set, and delete the rule via the red trashcan icon at the top. Re-sync users through Usage > Users > Sync button at the top right for the given company to bring the excluded user(s) back in, or wait a day for the syncs to autorun.

Excluding through Type Mapping 

If you are using ConnectWise, you can also exclude users through type mapping. Go to Partner > Settings > Type Mappings and set up a mapping rule. More information about using type mapping can be found here.

To undo this exclusion: Visit the type mapping area and click on the mapping - then, delete the mapping using the red trashcan icon at the top right.

Re-sync users through Usage > Users > Sync button at the top right for the given company to bring the excluded user(s) back in, or wait a day for the syncs to autorun.

Excluding at the Company Level

Go to Partner > Clients > View a company and choose the Exclusions tab. Add the email addresses or email patterns to exclude.

To undo this exclusion: Visit the same area and click on the 3 blue dots to the right of the exclusion rule set and select to Remove this exclusion rule.

Re-sync users through Usage > Users > Sync button at the top right for the given company to bring the excluded user(s) back in, or wait a day for the syncs to autorun.

Excluding from Licenses

Often times, partners will have users that are syncing from only a specific license. These accounts may be shared mailboxes that have free licenses attached (such as Microsoft Flow licenses).

These licenses can be excluded from sync. Any user that has this license attached will see it removed from their license report in CloudRadial. Excluding a license is performed within a given client's Usage > Licenses section, and then by selecting an individual license and using the Exclude From Sync option.

Those with no licenses left to report on will become without a license, which will cease to sync by default.

Excluding from the User List

Go to Usage > Users while impersonating a company administrator, or go to Partner > Clients > Users tab and use the dots menu to exclude a specific user.

Bulk exclude users by selecting Edit All and checking the users to exclude and then clicking on the Exclude button at the top of the list.

To undo this exclusion: Visit the excluded user's company (like above). Click on the 3 blue dots to the right of the exclusion rule set for that user and select to Remove this exclusion rule. 

Re-sync users through Usage > Users > Sync button at the top right for the given company to bring the excluded user(s) back in, or wait a day for the syncs to autorun.

Diagnosing Sync / Exclusion Problems

If users are not appearing in CloudRadial or aren't appearing in your PSA, the problem is typically one of the above exclusions or a setting in the Sync options. Work through the list of exclusion methods above to determine which setting is interfering with synchronization.

Exclusion Patterns

Exclusions can be either specific email addresses or you can use wildcard expressions to eliminate groups of email addresses. The expressions used are similar to that in Visual Basic scripting.

Note: Only one wildcard can be used in each rule.

Valid wildcards are:

Using these settings, the following entries are acceptable: