Full two-way sync with your PSA

When ticket and time sync runs in Test or Live, a desk ticket and its PSA ticket already keep status, priority, the assigned engineer, notes and time in step. Every other field stays where it was typed. Full two-way sync adds the rest. It sits in the Cutover chapter of the service desk setup check, where Current offers it for your PSA.

Company, contact, queue, title, description, due date, source, estimate, classification and the people also working on the ticket, plus files, travel both ways. Whichever side was changed last wins, field by field: change the due date in Current and Current writes it to the PSA ticket; change it in your PSA and the desk ticket follows on the next sync, with a line in its Activity.

Some fields cannot travel both ways with every PSA, for example a description some PSAs do not let anyone change after the ticket is created. The item lists them for yours under Not both ways, and those fields stay in Current.

• They can edit a ticket in Current or in your PSA. The other side catches up on the next sync, and the last edit wins.
• A queue or source with no match in your PSA is not sent and not followed, and the ticket says so beside the field.
• Once a ticket's time is in your PSA, its company can only be changed in your PSA. Current refuses the move and says why.
• A file larger than your PSA accepts, or of a kind it does not take, stays in Current and says so.

Current emails nobody because of full sync. A change Current writes to your PSA is a change like any other there, so a PSA workflow rule that emails the contact when a ticket's contact or due date changes still does. A file is visible to the contact in the other system only when it came from the contact or from a reply they could see; every other file is copied as internal.

1. 1
   Ticket and time sync runs in Test or Live

   In Test, full sync reads and writes only tickets of companies whose name starts with ZZ-Current Test. Live applies it to every linked ticket.
2. 2
   Finish the Maps step of the ticket and time sync check

   Every desk queue, source and role needs its match in your PSA, or a tick that you checked it. The item waits for a check from the last 24 hours, and Open the check takes you there.

Tick the box that you read what changes, then press Switch on full sync. Switching on copies nothing that already differs: Current records each field and each ticket's files as they are now, and the first change after that is the first one that travels.

To switch it off, open the item again or use Settings › Service desk › Ticket and time sync. Fields and files stop travelling at once; the basic sync carries on, and nothing already written to your PSA is undone. Only a workspace admin can switch it on or off, and each change is recorded with who made it and when. Keep the basic sync answers the item if you would rather not.