IT Glue: PSA and RMM sync, duplicates and sign-in troubleshooting
For IT Glue Managers and Administrators: how PSA and RMM data reach IT Glue (exact matching, the PSA wins, types and statuses, one-way and two-way sync, the four sync methods), and how to troubleshoot what the help center documents most: items missing after sync, orphaned and disconnected data, duplicates and organization merges, RMM data that doesn't show, and MFA and browser sign-in problems.
- Level
- Intermediate
- Length
- About 55 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- IT Glue
Skills you'll practise
- Explain how IT Glue decides what to create and update from a PSA sync, and which system wins a conflict
- Work through the missing-items checklist: types and statuses, sync event logs, and disconnected data
- Read the Manage Data states (syncing, orphaned, disabled, error) and choose pause, disconnect or reconnect
- Remove duplicates safely, including merging organizations, without losing synced data
- Explain how RMM data is matched and shown, and resolve common MFA sign-in problems
Course outline
- 1.IT Glue: sync and troubleshootingVideo · 2 min
- 2.How sync decides what you seeLesson · 18 min
- 3.Missing, orphaned and duplicate dataLesson · 19 min
- 4.RMM data and sign-in problemsLesson · 18 min
- 5.IT Glue: PSA and RMM sync, duplicates and sign-in troubleshooting: knowledge checkKnowledge check · 17 questions
- 6.Final exam8 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- IT Glue help: Syncing between IT Glue and PSAs overview (exact matching, PSA wins, types and statuses, two-way sync)
- IT Glue help: Sync methods - which one to choose (PSA only, PSA and RMM, RMM only)
- IT Glue help: Missing items after sync
- IT Glue help: About the Manage Data page (syncing, orphaned, disabled and error states; disconnecting; reconnecting)
- IT Glue help: Pausing a PSA sync
- IT Glue help: Enabling two-way sync (existing records not pushed, edit and save, common questions)
- IT Glue help: Understanding and deleting duplicates
- IT Glue help: Merging duplicate organizations
- IT Glue help: About RMM configuration integrations (matching, locked RMM data layer, Compare Data, importing)
- IT Glue help: Why can't I see RMM data in configuration list view?
- IT Glue help: Troubleshooting MFA login (recovery codes, reset by an Administrator, device time, SSO subdomain)
- IT Glue help: Solving browser issues
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