If something doesn't look right with your synced data, this article covers where to look, what common warnings mean, and how to resolve the most frequent issues.
Checking your sync logs
Each integration has its own log. Go to Settings > Integrations, select the integration, and open the Logs tab. Logs show the date and time of each sync, how many records were processed, and any warnings or errors.
Note: Integration logs track automated sync activity only. They do not show changes made by users within Strategy Overview, such as editing assessment grades or technology data.
The warning indicator
A warning icon may appear next to an integration's name on the integrations page. This means the most recent sync completed but encountered a data conflict that may need your attention. The warning doesn't mean the sync failed - it means some records couldn't be fully processed.
Click into the integration and open the logs to see the details. The log entry will show exactly which records had issues and why.
PSA sync warnings
Common warnings you may see in your PSA integration logs:
"Configuration not found in PSA": An asset exists in Strategy Overview but couldn't be matched in your PSA. This usually means the asset was deleted, renamed, or had its type changed in your PSA.
"Company not mapped": A configuration or contact belongs to a company that hasn't been imported into Strategy Overview. If you need this data, import the company first from the Configuration Selection tab.
"Field mapping missing": A mapped field couldn't be found during sync. Check your field mappings in the integration settings and make sure the field is still selected under "Fields to download."
"Sync back failed for X assets": When Strategy Overview tries to write data back to your PSA (such as warranty information), the PSA may reject some updates. This typically happens when a required field in your PSA is empty or the API user doesn't have write permissions for that field. The log will show how many records succeeded and how many failed.
Warranty Service warnings
The Warranty Service has its own log at Settings > Integrations > Warranty Service > Logs tab. Common warnings include:
"No match found by serial number": The manufacturer's warranty database didn't return a result for that serial number. Double-check the serial number is correct in your source system. Some manufacturers may not have records for older or refurbished devices.
"Duplicate serial number found": The same serial number appears on more than one asset. The Warranty Service can't determine which record to update. Clean up the duplicate in your PSA or IT Glue.
Common sync issues and fixes
Here are the most frequent sync problems and how to resolve them:
Data looks wrong or incomplete: Strategy Overview shows what's in your source systems. If something looks wrong, check your PSA or IT Glue data directly. Fixing the data at the source is the right approach - it will flow into Strategy Overview on the next sync.
Configurations not appearing after import: Verify that you selected fields under "Fields to download" in your Integration Settings. If no fields are checked, the sync has nothing to pull in. Also check that the Configuration Selection tab has the right companies, types, and Statuses selected.
Configurations not appearing in Reports: Make sure you've added a Flexible Items Part to your Strategy Template and that the correct Flexible Item Groups are enabled for that Part. See the Technology Module article for setup details.
Duplicate data across sources: If you're importing the same data type from both your PSA and IT Glue (e.g., workstations from both), you'll get duplicates. Strategy Overview doesn't merge records across sources. Pick one source per data type and only import from that source.
Force Sync not working: Force Sync adds your request to the sync queue but doesn't execute instantly. Give it a few minutes, then check the Logs to verify completion. If the sync still hasn't run, verify that your API credentials haven't expired and that your source system is accessible. If your environment has IP restrictions, confirm the Strategy Overview IPs are still whitelisted (see the IP Allow List article).
Company Types or Statuses not updating: Company Types, Statuses, and Markets are managed in your PSA and flow into Strategy Overview during sync. If a change in your PSA isn't showing up in Strategy Overview, try a Force Sync first. If the value is brand new, you may need to use "Create Unmapped" on the mapping page to bring it in.
Contacts not syncing: Verify that Contacts Integration is enabled, that the correct companies are selected, and that your type and status filters aren't excluding the contacts you expect. If you're using custom field filters, make sure the conditions match the contacts you want.