Problem
A user has differences between the report displayed on the accounting package and his report displayed on Impac!
Causes and actions to take
Here is a non-exhaustive list of causes you can check on your side before reaching support:
0 Not the correct application or application not linked
Maybe the application you have linked do not share the data you are looking for with the platform...?
How to check it and what to do:
Have a look at the data sharing articles for your application: Maestrano Apps Marketplace.
1 Widgets settings not corresponding to applications settings
How to check it and what to do:
Does the time period set in the widget's settings panel correspond to the one chosen in the application? Please, have a look at our Widgets documentation to understand how your users can configure their widgets settings and compare them to the reports they can see in their applications.
2 Data synchronisation has not been requested / is pending / is performing
If the user has updated his data in the application without asking for a synchronisation, and if the application does not synchronise data in real time (e.g. Quickbooks, Xero, Shopify, etc.) then you will have a gap between data displayed on your dashboard and data displayed on the application. The user will face the same issue if the synchronisation is pending or if it's in progress.
How to check it and what to do:
Ask your user to have a look at his dashboard and check the synchronisation status and the time of the last successful synchronisation, and compare it to the time of the last update he did on his application. If the synchronisation is pending or in progress, then wait for it to be finished. If the time of the last sync is too old, perform a synchronisation.
Go to next step if this has not solved your issue
3 Application has sent an error message which led to a synchronisation failure
If your user is receiving an error from his synchronisation, it may be related to an issue with the application API or application integration.
How to check it and what to do:
Ask your user to send you the error messaged displayed in his synchronisation status. You can also have a look at your logs for this specific application:
- check the app's group_id in active_admin (in customer management, filter on your users or organisation to get the app's group_id - cld-xxxx)
- gather the information on the time when the sync failed
- look into splunk: Connec! API + Connec! Jobs logs around the failure time and for this specific group_id