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Troubleshooting

A schedule entry was not moved

Section titled “A schedule entry was not moved”

Check these in order:

  1. Is ScheduleSync on for the company? The ScheduleSync page should say ScheduleSync is currently Enabled system-wide. How
  2. Is the member’s Schedule Sync switch on? Check the Schedule Sync column on the Members page, and that the member is not No Access in Nilear. How
  3. Is the schedule entry still open? An open entry is moved only once it is nearly over or the ticket is resolved. Tick Done with this scheduled event when entering time.
  4. Was the time entered through MTX, or on an activity? ScheduleSync leaves those alone.
  5. Is the time entry more than 7 days old, or without a work type? Those are left alone.
  6. Was the entry already matched to an earlier time entry? A reused schedule entry stays with its first time entry, and a new entry is added for the new time. Schedule new work as a new entry.

A new schedule entry appeared that nobody booked

Section titled “A new schedule entry appeared that nobody booked”

ScheduleSync adds a closed entry when a technician enters time on a ticket with no schedule entry they could be matched to that day, so the Dispatch Portal shows the work. This is expected.

No travel around an on-site visit

Section titled “No travel around an on-site visit”
  1. Is TravelSync on for the company, and the member’s Travel Sync switch on?
  2. Is the visit at an on-site location? Only schedule locations marked as on-site in ConnectWise get travel.
  3. Is the visit today or later, with a start and an end?
  4. Does ConnectWise have a Travel To schedule type? How
  5. Is the drive under 5 minutes, or 6 hours or more? Then no travel entry is written.
  6. Did a visit follow within 90 minutes? Then there is no Travel From after the first visit: the next visit’s Travel To sets out from it.

A one-hour travel block

Section titled “A one-hour travel block”

A travel entry described Default One Hour Travel Block means no driving route could be found between the two addresses. Check the client site’s or company’s address in ConnectWise, and the technician’s office and home.

Travel from the wrong place

Section titled “Travel from the wrong place”

TravelSync predicts office or home from the technician’s working day. Check that their home address is right and whether they are marked as working from home, and their MTX availability or ConnectWise calendar. With only one of office and home known, it always uses that one. See How TravelSync plans travel.