TR: Troubleshooting GXP and ALICE Integration Sync

The Hook: If work orders are not appearing between systems, use these steps to verify configuration and force synchronization.

Prerequisites:

• Site Administrator access.

The Steps:

1. Verify GXP Activation:

    ◦ Check GXP > Property Accounts and ensure Transcendent Active is still checked.

2. Verify Asset Mapping:

    ◦ If a work order arrives in Transcendent without an Asset ID, go to Manage Locations and verify the GXP Location is mapped to a Transcendent Asset (see Mapping GXP Locations to Assets).

3. Check Work Order Age:

    ◦ Note: The integration will no longer send updates for work orders created more than three years ago.

4. ALICE Guest Name/Due Date Issues:

    ◦ If Guest Names or Due Dates are missing, check the configuration setting AppendAdditionalInfoToWorkOrderDescriptionWhenFromExternal. This controls if guest info is added to the description.

5. Force Mobile Sync (If data is missing on device):

    ◦ Tap the Three Lines (Menu) on the mobile app.

    ◦ Tap About.

    ◦ Tap Full Sync to trigger a manual data refresh.

The Result: Data flow should resume. If issues persist, contact Support with specific Work Order IDs.