Overview 💥
When using Liongard’s ConnectWise PSA integration for ticketing, you may notice that one or more Service Boards do not appear in Liongard—even though they exist in ConnectWise.
This article explains why Service Boards may be missing, how to verify permissions and mappings, and the steps to resolve the issue so ticket creation and synchronization function correctly.
Why Does This Happen? 🤔
A Service Board may be missing in Liongard due to one or more of the following reasons:
Cause | Explanation |
API Member lacks board access | The Liongard API Member is not granted access to the Service Board in ConnectWise |
New Service Board added recently | Newly created boards are not automatically available to API members |
Ticketing not fully configured | Statuses and priorities are not mapped for the board |
Cached integration data | Liongard has not refreshed the Service Board list after changes |
Insufficient API permissions | The API Member cannot read or create service tickets |
Steps To Resolve 🧑🏫
Step 1: Verify Ticketing Integration Settings in Liongard
Log in to Liongard
Navigate to:
Admin → Integrations → ConnectWise → TicketingConfirm that:
Ticketing is enabled
The correct API Member is selected
The expected Service Boards are listed
✅ If the board is visible, continue to status and priority mapping (Step 4).
❌ If the board is missing, proceed to Step 2.
Step 2: Ensure API Member Access to the Service Board in ConnectWise
If a Service Board exists in ConnectWise but does not appear in Liongard:
Log in to ConnectWise PSA
Navigate to:
Setup Tables → Service Board ListSelect the affected Service Board
Open Member Access
Locate the Liongard API Member
Ensure access is enabled for the board
📌 Important: New Service Boards must be explicitly granted to the API Member—this is not automatic. If access is missing, update the Member Access settings to include the board.
Reference : Send Tickets to ConnectWise
Step 3: Refresh Service Board Mapping in Liongard
After updating permissions in ConnectWise:
Return to Liongard
Navigate to:
Admin → Integrations → ConnectWise → Configuration Types → Troubleshooting → Re-Sync ConnectWise.
Refresh or reload the Ticketing page.
Verify whether the missing Service Board now appears.
If the board still does not appear:
Reconfirm Member Access in ConnectWise
Verify the API credentials being used by Liongard
Step 4: Map Statuses and Priorities (Required)
For each Service Board, Liongard requires:
Status mapping
Priority mapping
Navigate to the Service Board configuration in Liongard and ensure mappings are complete.
⚠️ Important Note: If a ticket is moved to a Service Board without mapped statuses, Liongard will not receive callbacks, and ticket updates will stop syncing.
Step 5: Test Ticket Creation
Create a test alert or ticket from Liongard
Confirm:
The ticket appears in the correct Service Board
Status updates sync between Liongard and ConnectWise is enabled (Ensure Enable Alerts And Ticket Status Sync From PSA is checked ✅.)
Common Issues & Quick Checks 🚀
Issue | What to Check |
Board not visible | API Member access in ConnectWise |
Ticket creation fails | Status or priority mapping missing |
Ticket updates stop | Ticket moved to unmapped board |
Permissions errors | API Member role and service ticket permissions |
Recent board changes | Refresh mapping in Liongard |
When to Contact Support 🦁
Contact Liongard Support if:
The Service Board still does not appear after confirming API Member access.
Ticket creation fails despite correct mappings.
Callbacks stop unexpectedly.
You see authentication or permission errors.
When contacting support, include:
Service Board name.
API Member name.
Screenshots of Member Access and Liongard mappings.
Error messages (if any).
Security & Best Practices 🌟
Use a dedicated API Member for Liongard.
Grant only the required Service Board access.
Review permissions after adding new boards.
Avoid moving tickets to unmapped boards.
Periodically verify status and priority mappings.
Disclaimer ‼️
Service Board visibility depends entirely on API Member permissions in ConnectWise.
Newly created boards require manual access updates.
UI labels and workflows may change as ConnectWise and Liongard evolve.