Frequently Asked Questions for PRISM Connect
Please see below the list of frequently asked questions (FAQ) for PRISM Connect. Any FAQs that is specific to a PSA system rather than a collective for all PSA Systems will be called out within the title of the
AutoTask - What information is synced?
- PRISM Connect creates and updates services in AutoTask based on the PRISM price list. PRISM Connect will update the price and cost of the product.
- PRISM Connect will also sync the standard monthly invoices for the program, creating Additions in AutoTask to correctly prorate the subscription changes from the previous month.
ConnectWise - What information is synced?
- PRISM Connect creates and updates product catalogs based on the PRISM price list. After the products in “linked” in the catalog (by having the Vendor SKU set), the Connect app will update the price and cost of the product.
- PRISM Connect will also sync the standard monthly invoices for the program, creating Additions in ConnectWise to correctly prorate the subscription changes from the previous month.
Do I need to start with all new contracts?
No. You can use your existing contracts and PRISM Connect will do it’s best to connect these. Either creating or adjusting Contract Services/Additions to match what it sees on the invoice
Can I change the Contract Services/Additions after they are synced?
You sure can, your data is your data. Just remember that the next time an invoice is synchronised new adjustments will be created against the Contract Services/additions, which will set the quantity to match the amount on the PRISM invoice.
I can't find my customer on the customer mapping dropdown?
First check that the contract in the PSA system hasn't passed it's end date, if it has please update and allow sync to occur.
How do I clear/remove a Customer mapping?
If you need to clear/remove an orphaned Customer mapping or have accidentally assigned the incorrect Agreement/Contract.
When editing a previously saved Customer mapping (via the Pencil icon) the option to Delete will be available. After selecting Delete and confirming the prompt the mapping will be removed.
Can I still bill in advance?
Yes. But this is not the recommended approach.
PRISM Connect will create a record for the future month with the quantity as it was at the end of the previous month as part of the sync process. When the next month’s invoice is processed, adjustments will be made by creating addition records for quantity changes and new subscriptions.
How does the system do proration for new subscriptions?
When a subscription is added part way through the month it is simply created with the correct effective date, the PSA system will handle the proration of the cost and price.
AutoTask - Why do the products that are added have an ugly SKU as the Service name?
This is due to the field limits set by AutoTask. You can change the
Service Name to anything you like after the product has been created.
ConnectWise - Why do the products that are added have an ugly SKU as the Product ID?
This is due to the field limits set by ConnectWise. However, you can change the
Product ID to anything you like after the product has been created, just don’t change or remove the
What if I don’t have the product in the PSA System already?
No problem, PRISM Connect will add the product for you. Unless the product is no longer on the pricelist (i.e. retired products) this case you will need to manually create the product and contact the
rhipe Operations Team
for the SKU ID to manually map the product for you in PRISM Connect.
Do I need to delete all my existing products?
No. You can link your existing products so that PRISM Connect understands them by setting the Vendor SKU field on your existing products to the SKU found for the matching product in your PRISM pricelist.
What if I have a product that is no longer on the price list, but I still get invoiced for it?
For retired products, you will need to contact the
rhipe Operations Team
to be provided with the SKU ID to manually map the retired product for you in PRISM Connect.
What pricing are you using?
The cost price will be your rhipe buy price, and the price (sell price) will be set as the scheduled RRP price for the products also based on the PRISM price list. This should ensure you are always selling at your correct margin.
Can I customise the pricing for my customers?
utoTask - Will PRISM Connect overwrite all my services in AutoTask?
PRISM Connect will create a new service for every product and keep its pricing information updated after that. However, it will not update any services in AutoTask that existed before the first sync.
AutoTask - Is it possible to bulk edit services created by PRISM Connect?
AutoTask supports the bulk edit of services using its import/export feature as documented in AutoTask Help. You can export all services to CSV, make appropriate edits to the services, and import only the services you want to update. Please see the AutoTask documentation for more information.
AutoTask - Can I easily remove all the services created by PRISM Connect?
There is no way to bulk-delete services in AutoTask. Instead, consider using the import/export tool to deactivate services as needed.
ConnectWise - Additions
ConnectWise - Why are there so many additions?
This is usually because on quantity changes during the month. While ConnectWise can prorate additions, which start during the month, it cannot handle this ending prior to the end of the month. Therefor when a qty changes up and down for a subscription the following process happens.
- The existing addition is cancelled as at the end of the month.
- A new addition is created for the difference in quantity with an effective date on the date of the change. This will be a positive quantity if the quantity increased, negative for a decrease. This addition will also have a cancellation date set to the end of the same month.
- A new addition is created for the start of the next month with the new (ending quantity)
For multiple quantity changes step 2 is repeated.
The other factor here is Azure. Azure is not prorated (as it is just a total cost) but because Connect is syncing Azure to the prorate agreement it will create a new addition for each month’s usage starting on the 1st of the month and ending on the last day of the month depending. This prevents ConnectWise from prorating to cost or sell price.
Stopping the Sync
Can I stop the sync?
Sure. You can disable the sync at any time just be careful of you timing if you re-enable it.
You can disable the sync for an individual customer or for the entire program.
AutoTask - The AutoTask API User is locked. How do I unlock it?
In AutoTask, go to Admin > Resources (Users) and find the API user. Then click Edit and uncheck Locked, then Save & Close.
PRISM Connect Troubleshooting
This section can be used to diagnose common warnings and errors reported in PRISM Connect. Warnings Warnings occur when a sync occurs and transfers data, but the outcome of the sync may need manual adjustment depending on your billing process Warning ...
How to begin with PRISM Connect?
The PRISM Connect journey can be broken down into five (5) phases, rhipe recommends that partners work through these phases in chronological order to make the best use of the tooling. Choosing and setting up your PSA Tool Setting Up ConnectWise ...
What is PRISM Connect?
rhipe’s Platform for Recurring Subscription Management (“PRISM”) is used by 3,000+ IT resellers to buy, provision and bill their end-user clients for monthly cloud software subscriptions. PRISM Connect automatically transfers product and ...
PRISM Connect Terminology
Please see below the list of commonly used terminology you may see within PRISM Connect and/or PSA systems. Any terminology that is specific to a PSA system rather than a collective for all PSA Systems will be called out within the title of ...
Connecting AutoTask to PRISM Connect On the Connections screen of PRISM Connect, click the CONNECT NOW button on the AutoTask card. Enter the AutoTask API Username and Password. Click to perform a check that the credentials are set correctly. Then ...