Liongard Troubleshooting

Keep calm, flock on. We've got you covered with some troubleshooting steps!

Tip If you'd rather not troubleshoot, we get it! Simply reach out to our flock'n awesome support team by Submitting a Support Request.

Not seeing any Liongard Metrics to match with PSA Services?

Not seeing any of your Custom Liongard Metrics when mapping services? Try these few troubleshooting steps:

  1. We require the name of the Custom Metric to be prefixed with "Gradient" in order for it to appear in the list. For example, a metric for SentinelOne may be called "Gradient SentinelOne: Total Active Licenses"
  2. The Metric within Liongard requires the Display toggle to be turned on. This allows the metric to be accessible through the API. If this toggle is turned off, we won't be able to access the Metric within Synthesize billing module. May also be worth trying to toggle this on/off, to ensure there isn't any funny business going on!

Custom Metric fails on validation in Synthesize billing module

You're ready to get a leg up on billing reconciliation, and this happens? What the flock! Try these few troubleshooting steps:

  1. The Metric within Liongard requires the Display toggle to be turned on. This allows the metric to be accessible through the API. If this toggle is turned off, we won't be able to access the Metric within Synthesize billing module. May also be worth trying to toggle this on/off, to ensure there isn't any funny business going on!
  2. Ensure the evaluated query in the Query Builder in Liongard is returning an aggregated whole number per system (child inspector).
  3. Liongard Agent may not be working properly, and the Agents' status needs to be reviewed by navigating to Admin > Agents > Last Heartbeat column.
  4. Liongard Inspectors may be failing and/or have setup issues and needs to be reviewed by navigating to Admin > Inspectors > Failed and Setup Issue columns.

Tip Need to brush up on the minimum requirements to use the Liongard Integration in Synthesize billing module, click here

False-positive New Found Revenue service cards

Caution When mapping multiple services to a single metric, it may result in multiple false-positive New Found Revenue service cards.

When mapping multiple like services to a single metric, you may find multiple false-positive New Found Revenue service cards. When evaluating the metric we will attempt to match exact services by product description already added to your PSA agreements. If there is no match, it may show as a New Found Revenue service card, whereas, there may be a match in another like service that you mapped. This further explains the importance of being consistent with products across your agreements, and where possible, consolidating like services into a single product/service. More information can be found in Best Practices for Using Liongard Integration.

Imported Liongard quantity seem off?

When a sync from Liongard to Synthesize billing module occurs, we will pull the current metric value from Liongard to Synthesize. If the quantity on a service card doesn't seem right, check your metric value within Liongard. If the metric value seems wrong, it is possible there is an issue with the JMESPath query, or it is possible there is an active sync occurring for that environment and inspector. Once your metric is showing the correct value, you can sync Liongard to Synthesize by navigating to Integrations, clicking on Configure for the Liongard integration, and choosing Sync Now.