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Summary

• What do do
  • Employee ID is different
  • Bring ticket data
  • Manual update with CSV file

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What to do

Perhaps one of your contests is not updating, and that is, not bringing your employees' results, compromising the leaderboard.

Here are some possible settings that might be causing this:

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Employee ID is different than the PSA

When the contest is based on a PSA metric, such as Autotask or Connectwise, the employee ID in Crewhu needs to match the employee ID in the PSA. If it's not a match, Crewhu isn't able to identify the right employee in order to update the contest.

Refer to this article to have more information about it: Match the ID in your PSA.

Note:
IT Glue integration is based on the employee's email, and not the employee ID.

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Bring ticket data from the PSA

If the contest is based on a metric related to the tickets in the PSA, such as Resolution and Response time, the option "Bring Ticket Data from the PSA" needs to be enabled, and the right board(s) needs to be selected. In order to do that, you have to go to Settings > CSAT, and check under the Miscellaneous Settings, as shown:

If this option and the right boards are not enabled, Crewhu won't be able to collect the data from the PSA.

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Update with CSV file

If you choose to update your contest by uploading a CSV file, please make sure to double check whether or not the file you're using has headers, and check the box in the contest settings accordingly. If the file does not have headers but the box is checked, or vice-versa, Crewhu will throw a "Unable to connect to Crewhu API" error at the top of the page, and the update will fail.

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• Jump to what you need
• What to do
  • Employee ID is different
  • Bring ticket data
  • Manual update with CSV file