CW PSA Sync for MDR Complete not working

Hi jamesharper ,

Thank you for reaching out to our Sophos Community Forum.

When you go to "PSA Integration" on your Sophos Central, do you see any errors under the "Last Sync Details"? Can you also check your ConnectWise catalog and see if all your Sophos products are there and are listed as active? If you can share some screenshots, that would help.

You may also share your Case ID here, so we can help check the progress and follow-up if needed.

Case number is 06997969.

There are no sync errors according to Central. I can see that the sync process thinks that is working properly.

This is what I just now added to the case:

Here is a screenshot. I have highlighted the MTR_Advanced record that keeps changing between Sophos_MTR_Advanced and Sophos_MTR_Advanced_Srv (or whatever the server product is called). As per the screenshot below, it is currently Sophos_MTR_Advanced but will likely change at the next sync. Instead of syncing the two products in Central to two different products in Connectwise Manage, it is syncing the two products in Central to the same product in Connectwise Manage, overwriting randomly with each sync.

I also only see one MTR_Standard product in Connectwise Manage, not the 2 that I would expect, so maybe the same issue occurs there too? We don’t have any customers on Standard though.

Hi jamesharper ,

Thank you for sharing more details.

Can you try following the configurations in this article to fix the missing product in the catalog list and see if that also fixes the synchronization issue?

Let me know how it goes.

Yes all those are correct. The articles does say that renaming the product might cause issues, and the sync renames it back and forth over and over so it may have created its own problem