If there are discrepancies in warranty data between your PSA and the warranty lookup, decide which date you would like to display. Similarly decide how to write-back the data to ConnectWise Manage, Autotask, Syncro or IT Glue if you have activated that option.

Warranty lookup screenshot from Lifecycle Insights


Be sure to choose "Save Settings" if you have made any changes.


Troubleshooting Based on Write Back Target


If you are noticing errors in the Write Back Log, please see the information below for troubleshooting purposes.


Connectwise Manage

  • If all of your write backs are failing, it is almost certainly due to the security role associated with the API key not having the correct permissions.  Please see the following article in order to modify the permissions of your security role to support write backs.
  • If there are only a handful of assets that fail the write back each night, that typically means that the asset does not have a Purchase Date or Warranty Expiration Date field associated to it.  We have seen this on a couple of occasions for assets that were created by an RMM a long time ago.  Unfortunately, there is nothing we can do if the asset in CW Manage does not have a Purchase Date or Warranty Expiration Date field.


IT Glue

  • If assets/configurations in IT Glue are being sync'd from an RMM, then IT Glue will NOT allow us to update the Purchase Date or Warranty Expiration Date if two-way sync is not turned on for that RMM vendor in IT Glue.  So to say a different way, if you want LCI to write back the date information, and the asset in IT Glue is being sync'd from an RMM - then you must enable two-way sync in IT Glue for that RMM.  You can perform the following steps in IT Glue to turn on two-way sync for the RMM.
  1. Navigate to Account -> "Integrations" in the left sidebar
  2. Find <<your RMM vendor>> -> "Actions" dropdown -> "Sync Settings
  3. "Two-Way Sync Settings" tab -> "Enable two-way sync" -> Save


Syncro

Syncro does not have out of the box/system fields for Warranty Expiration and Purchase Dates.  LCI will support both pulling and writing back to these dates if you set up custom fields as specified in this article.   Important - LCI is expecting these fields to be defined exactly as shown.


Autotask

First, you must make sure that the permissions associated with the API key being used for LCI has edit rights to Configuration Items.  You may view this article, and specifically look at the section called 'Setting up a Custom Security level' if you have any questions about permissions.


Next, there are special considerations regarding Purchase Date writebacks with Autotask.  Specifically, Autotask does not have a system field for Purchase Date, so this must be managed via an Autotask UDF.  If you have set up a Purchase Date UDF for Autotask, you can specify the name of that UDF field name in the Vendor Warranty Lookup Settings page in LCI.  Once you do, we will attempt to write back the Purchase Date to the field name you input.


In the example below, LCI will write back to to the UDF field name Purchase Date.  It is important to note that this field name must be input exactly as it is in Autotask - and it IS case sensitive.   Finally, we do recommend that you use a 'Date' type field for the Purchase Date UDF when setting it up in Autotask.