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CW PSA Sync for MDR Complete not working

jamesharper

Our PSA sync to Connectwise is working perfectly for all products except MDR complete. Only "Central Managed Detection and Response Complete Server" is syncing, except when I run a sync I see that line item briefly change to "Central Managed Detection and Response Complete" with the correct endpoint count and then back to "Central Managed Detection and Response Complete Server"

I have a ticket open with support but they are just sending me links to KB articles



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[edited by: Gladys at 5:37 PM (GMT -7) on 28 Sep 2023]
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  • 0

    Hi  ,

    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.

    Gladys Reyes
    Global Community Support Engineer
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  • 0 in reply to Gladys

    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.

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  • 0 in reply to Gladys

    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.

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