If there are discrepancies in warranty data between your PSA and the warranty lookup, decide which date you would like to display. Similarly decide how to write back the data to ConnectWise Manage, Autotask, Syncro or IT Glue if you have activated that option.
Be sure to choose "Save Settings" if you have made any changes.
Up until May 22nd, 2022, we would only write back purchase and/or warranty expiration dates for vendors you have enabled to perform warranty lookups for (Dell, Lenovo, HP, Microsoft Surface, Meraki, and Cisco SNTC).
On May 22nd, 2022, we enabled options to allow you to write back purchase and/or warranty expiration dates for any vendor (assuming it meets the Display criteria specified). The use case is as follows: You manually enter a purchase date and/or warranty expiration date in LCI. And you want that date written back to your primary integration source. If that is the case, use the 2 checkboxes at the bottom of the page as shown below.
Troubleshooting Based on Write Back Target
If you are noticing errors in the Write Back Log, please see the information below for troubleshooting purposes.
Connectwise Manage
- If all of your writebacks are failing, it is almost certainly due to the security role associated with the API key not having the correct permissions. Please see the following article in order to modify the permissions of your security role to support writebacks.
- If there are only a handful of assets that fail the write-back each night, that typically means that the asset does not have a Purchase Date or Warranty Expiration Date field associated with it. We have seen this on a couple of occasions for assets that were created by an RMM a long time ago. Unfortunately, there is nothing we can do if the asset in CW Manage does not have a Purchase Date or Warranty Expiration Date field.
IT Glue
- If assets/configurations in IT Glue are being synced from an RMM, then IT Glue will NOT allow us to update the Purchase Date or Warranty Expiration Date if two-way sync is not turned on for that RMM vendor in IT Glue. So to say a different way, if you want LCI to write back the date information, and the asset in IT Glue is being synced from an RMM - then you must enable two-way sync in IT Glue for that RMM. You can perform the following steps in IT Glue to turn on two-way sync for the RMM.
- Navigate to Account - "Integrations" in the left sidebar
- Find <> - "Actions" dropdown - "Sync Settings<></></>
- "Two-Way Sync Settings" tab - "Enable two-way sync" - Save
Syncro
Syncro does not have out-of-the-box/system fields for Warranty Expiration and Purchase Dates. LCI will support both pulling and writing back to these dates if you set up custom fields as specified in this article. Important - LCI is expecting these fields to be defined exactly as shown.
Autotask
First, you must make sure that the permissions associated with the API key being used for LCI have edit rights to Configuration Items. You may view this article and specifically look at the section called 'Setting up a Custom Security level' if you have any questions about permissions.
Next, there are special considerations regarding Purchase Date writebacks with Autotask. Specifically, Autotask does not have a system field for Purchase Date, so this must be managed via an Autotask UDF. If you have set up a Purchase Date UDF for Autotask, you can specify the name of that UDF field name in the Vendor Warranty Lookup Settings page in LCI. Once you do, we will attempt to write back the Purchase Date to the field name you input.
In the example below, LCI will write back to to the UDF field name Purchase Date. It is important to note that this field name must be input exactly as it is in Autotask - and it IS case sensitive. Finally, we do recommend that you use a 'Date' type field for the Purchase Date UDF when setting it up in Autotask.
Hudu
In order to support write back of Purchase Date and/or Warranty Expiration Date, you must custom fields in Hudu. To do this, please perform the following actions:
1. Log into Hudu with an Administrator Account
2. Go to the Admin page, and click on Asset Layouts
3. Select the Asset Layout you want to work with (Note, you will need to do this for each Asset Layout you bring into LCI and want to write back Purchase or Warranty Exp Dates - IE. Computer Assets, Network Devices, ...)
4. Click the New Field button
5. For the Label - specify: Purchase Date
6. Select Date as the type
7. Click Create Field button
8. Repeat steps 4-7, except use the label Warranty Expiration Date to create a second field.
You must add the custom fields for EACH Asset Layout that you wish to write back Purchase and/or Warranty Expiration dates. Note: Please ensure the labels are consistent across all Asset Layouts.
After the custom fields are created in Hudu, you must then specify the names of the fields you created in LCI. Please perform the following steps:
1. Log into Lifecycle Insights
2. Go to Administration Integrations
3. Click on Warranty Lookups
4. Check the boxes to indicate that you want to write back Purchase and/or Warranty Expiration date
5. Specify the name of the custom fields you created in Hudu
6. Click Save Settings in the top title bar
NinjaOne
In order to support write-back of Purchase Date and/or Warranty Expiration Date, you must custom fields in NinjaOne. To do this, please perform the following actions:
1. Log into NinjaOne with an Administrator Account
2. Navigate to Home Administration Devices Global Custom Fields
You will need to create two fields - one for the Purchase Date and one for the Warranty Expiration Date
3. Click Add button and choose Field
4. In the Create Field dialog, enter the following information:
Label: Purchase Date
Name: purchaseDate
Field Type: Date
5. Click Create
6. Change Scripts and API Permission to Read/Write
7. Click Save
8. Repeat steps 3-7, for Warranty Expiration Date / warrantyExpirationDate
After the custom fields are created in NinjaOne, you must then specify the names of the fields you created in LCI. Please perform the following steps:
1. Log into Lifecycle Insights
2. Go to Administration Integrations
3. Click on Warranty Lookups
4. Check the boxes to indicate that you want to write back Purchase and/or Warranty Expiration date
5. Specify the name of the custom fields you created in NinjaOne
6. Click Save Settings in the top title bar