Work Orders are skipped (not synced) when something required is missing or misconfigured. The most common reasons include:
- Location missing from Mapped: The Work Order's related Building, Floor, or Space does not exist in the Mapped Graph, or its Identities are missing an identifier that the destination would recognize. Identities get added in the Graph through a process called unification.
- Location not recognized: The Work Order's related location isn't configured in the destination connector through the Building Selection.
- Missing field mappings: The Work Order has a property (like status, type, category, or trade) that has not been mapped in the destination connector.
- Destination-specific requirement: The CMMS may require a specific related entity (like a Space) in order to sync.
- Source connector filter: The destination is only accepting Work Orders from specific source connectors, and this one isn't included. Review the destination connector Settings and confirm if this was intentional - some customers choose to restrict tickets to specific sources only.
Check the logs
The connector logs indicate when Work Orders are skipped. If you backfill the Work Order with its Mapped ID in the destination connector, the latest connector logs should reveal the reason it failed to sync.
Read more
- Developer Docs: What are Identities?
- Help Center: When should I backfill or re-sync Work Orders?
- Help Center: What are required field mappings?
- Help Center: When should I overwrite mappings with a default value?
- Help Center: What's unification?
- Help Center: How do I check Work Order logs?