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Troubleshooting

Common issues and solutions for PSA. If your problem isn't listed here, contact support through The One Collective or your account manager.

Email Not Creating Tickets​

Symptoms: Emails sent to your support address don't appear as tickets in PSA.

Check these:

  1. Mailbox connection — Go to Service Desk → Admin → Email Settings and verify the connection status is "Connected". If disconnected, re-authenticate.
  2. OAuth token expired — For M365 connections, the refresh token may have expired. Re-authorize the connection.
  3. Email domain mismatch — Ensure the email address clients are sending to matches one of your configured email domains.
  4. Spam filters — Check if your email provider's spam filter is catching emails before they reach PSA. Whitelist PSA's processing address.
  5. Auto-reply suppression — PSA suppresses out-of-office and auto-reply emails by default. If a legitimate email looks like an auto-reply, check the email headers.
  6. Blocked sender — Check if the sender is on your blocked senders list at Service Desk → Admin → Email Settings → Blocked Senders.

Tickets Not Routing to the Correct Queue​

Symptoms: New tickets land in the wrong queue or stay in Triage.

Check these:

  1. Automation rules — Go to Automation → Signal Rules and review the rules that trigger on "Ticket created". Check conditions and priority ordering.
  2. Email routing — If the ticket came from email, check which queue is configured as the default for that email domain at Service Desk → Admin → Email Settings.
  3. Rule priority — A higher-priority rule may be catching the ticket before your intended rule. Check the execution order.
  4. Rule conditions — Verify conditions match the ticket's actual fields. Common mistake: checking for a category that hasn't been set yet at creation time.
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Use Automation → Executions to see which rules fired (or didn't fire) for a specific ticket. This is the fastest way to debug routing issues.

SLA Clock Not Pausing When Waiting on Client​

Symptoms: The SLA timer continues counting when a ticket is in "Waiting on Client" status.

Check these:

  1. Pause rules — Go to Service Desk → Admin → SLA Policies and verify that "Waiting on Client" is configured as a pause status.
  2. Status name mismatch — If you renamed the status or created a custom one, ensure it's added to the SLA pause rules. Custom statuses aren't automatically included.
  3. SLA policy assignment — Check that the correct SLA policy is assigned to the ticket (client-specific, queue-level, or default).

Time Entries Not Appearing on Invoices​

Symptoms: You create an invoice from time entries but some entries are missing.

Check these:

  1. Billable flag — Time entries must be marked as billable. Non-billable entries are excluded from invoicing. Check the entry in Time Tracking.
  2. Approval status — If time approval is enabled, only approved entries appear for invoicing. Check Time Tracking → Approval Queue.
  3. Already invoiced — Each time entry can only be invoiced once. If the entry already appears on another invoice, it won't show up again.
  4. Date range — When selecting time entries for an invoice, check that your date filter includes the entries you're looking for.
  5. Client mismatch — The time entry's ticket must belong to the client you're invoicing.

Invoice Not Syncing to Books​

Symptoms: An invoice was created in PSA but doesn't appear in Books.

Check these:

  1. Books integration enabled — Go to Finance → Books Integration and verify the connection is active.
  2. GL mapping — Ensure the work types and products on the invoice are mapped to GL accounts. Unmapped items can block the sync.
  3. Invoice status — Only approved or sent invoices sync to Books. Draft invoices don't post GL entries.
  4. Sync errors — Check Finance → Books Integration → Sync Log for error messages. Common errors: missing GL account, invalid amount, or date out of the Books fiscal period.

Technician Cannot See a Client's Tickets​

Symptoms: A technician reports they can't find tickets for a specific client.

Check these:

  1. Queue permissions — The technician may not have access to the queue containing the tickets. Check their queue assignments at Service Desk → Admin → Queue Management.
  2. Team assignment — If using team queues, verify the technician is a member of the team.
  3. Saved view filter — The technician may have an active filter that excludes the client. Have them clear all filters.
  4. Permission template — Check the technician's permission template at Admin → Permissions to verify they have service desk access.

Client Portal Shows Wrong Tickets​

Symptoms: A client sees tickets in Portal that don't belong to them, or they can't see their own tickets.

Check these:

  1. Client mapping — Verify the Portal user is mapped to the correct client company. Check the client record → Portal Access tab.
  2. Contact email — The Portal user's email must match a contact on the client record. If they signed up with a different email, update the contact record.
  3. Multi-company contacts — If a contact belongs to multiple companies, Portal shows tickets from all associated companies. Ensure the contact-to-company mappings are correct.

Mobile App Not Receiving Push Notifications​

Symptoms: The technician's phone doesn't receive push notifications from PSA.

Check these:

  1. Device permissions — Ensure the PSA app has notification permissions enabled in the phone's Settings → Apps → The One PSA → Notifications.
  2. In-app settings — Check the app's notification preferences (Settings → Notifications within the app).
  3. Background app refresh — On iOS, ensure Background App Refresh is enabled for PSA.
  4. Do Not Disturb — Check if the phone is in Do Not Disturb mode.
  5. Re-login — Sign out and sign back in to re-register the push notification token.

Automation Rule Firing Unexpectedly​

Symptoms: An automation rule is triggering on tickets it shouldn't.

Check these:

  1. Conditions too broad — Review the rule's conditions. A rule with no conditions fires on every ticket that matches the trigger.
  2. Rule priority overlap — A higher-priority rule may not have "stop processing" enabled, causing your rule to fire in addition.
  3. Update loops — A rule that changes a ticket field can re-trigger another rule on "Ticket updated". Check for circular dependencies.
  4. Test mode — Use Automation → Signal Rules → Test Rule to see exactly which tickets match the rule.
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Be careful with "Ticket updated" triggers that also change ticket fields. This can create infinite loops. PSA has loop detection that stops execution after 5 iterations, but the intermediate changes may still be applied.

Report Data Doesn't Match Queue View​

Symptoms: A report shows different numbers than what you see counting tickets in a queue.

Check these:

  1. Date range — Reports use the date range you configured. The queue view shows current state. A report for "last 7 days" won't match the queue if tickets were created outside that range.
  2. Filters — Reports may have filters (status, priority, queue) that don't match your queue view. Double-check report filter settings.
  3. Cache — Report data may be cached. Click Refresh on the report to pull the latest data. Queue views update in real time.
  4. Closed tickets — Queue views typically hide closed tickets by default. Reports may include them depending on your filter settings.

Next Steps​