Our system is detecting that assets syncing from your ConnectWise Automate integration are missing serial numbers. This is likely due to an issue in CW Automate, where their default Device API Mapping for Computer Serial Number isn't using the correct asset tag as the serial number.
When this happens, it can result in incorrect or even blank serial numbers in ConnectWise Manage, which inhibits the warranty lookup abilities of our app.
Partners who have had Labtech 10 installed, even if upgraded to a newer version may be affected. ConnectWise has said that upgrading is "not retroactively going to change" this issue.
Sign in to ConnectWise Automate
In CW Automate, under the ConnectWise Manage plugin, go to the Field Mapping section
Click on the Device API Field Mapping tab
Scroll to the Line with SerialNumber in the first column
If it's incorrectly mapped, it looks like this: SerialNumber → Computer.AssetTag → Computer
Change the incorrect middle LabTech Field mapping from Computer.AssetTag to Computer.Bios.Version
Click the Save button
On the next background sync in ConnectWise Automate (or manual if you prefer), the serial numbers should start populating again to ConnectWise Manage.
Once the CW Automate > CW Manage sync is complete, navigate to your ScalePad Dashboard and click Sync now to complete the sync from CW Manage > ScalePad.
The correct mapping looks like the following table:
LabTech Device Type
Finding the field name Computer.Bios.Version
The correct field name
Computer.Bios.Version in ConnectWise Automate is not in alphabetical order when you try to find it. You need to scroll further along the dropdown picker list to find it.
Once you've completed the workaround steps and re-synced the data, the serial numbers should populate into ConnectWise Manage and then into ScalePad.