ArticlesPSA/JIRA: Troubleshooting Worklog and Timecard Errors

This article provides resolution steps for the following worklog and timecard errors:

• "The work log could not be updated because it is part of Timecard TCH-000-000, which ha…" (message truncated)
• Worklogs are logged in Jira but no timecard is created in PSA
• Time syncs for a resource's first assignment but not for later ones
• "An assignment with the Use for Syncing Time from Jira field selected already exists for the project and resource in the specified time frame. You must deselect the field on the assignment before selecting it for this assignment" — typically hit during a bulk timecard data load
• A worklog fails and generates several error messages — resource not found, then task cannot be synced, then timecard cannot be inserted
• A resource's worklogs never sync

• Professional Services Automation
• PSA Direct for Jira

"The work log could not be updated because it is part of Timecard TCH-000-000, which ha…" (message truncated)

1. Open the Foundations Message record for the full text before drawing conclusions
2. Confirm the time did in fact land on the newly-created header

Worklogs are logged in Jira but no timecard is created in PSA

1. The Automated Process user must have Time Entry permission for the project and resource, granted via permission controls
2. Use for Syncing Time from Jira must be "true" on the relevant assignment

Time syncs for a resource's first assignment but not for later ones

1. Set the flag on the correct assignment and re-run the sync
   1. Only one assignment per project/resource/timeframe may carry it

"An assignment with the Use for Syncing Time from Jira field selected already exists for the project and resource in the specified time frame. You must deselect the field on the assignment before selecting it for this assignment" — typically hit during a bulk timecard data load

1. Deselect the flag on all but the correct assignment before loading
2. If the block is preventing a migration from completing, the Allow Timecards Without Assignment configuration option is the route customers have used to complete the load
3. When time is entered through the PSA UI, the user selects the assignment themselves so the ambiguity does not arise

A worklog fails and generates several error messages — resource not found, then task cannot be synced, then timecard cannot be inserted

1. Treat the first message as the real cause and the later ones as consequences
   1. In the example above, the actionable problem is the missing correlated resource

A resource's worklogs never sync

1. Every resource recording time in Jira must have a correlated PSA resource, matched via the Jira correlation User ID field

"The work log could not be updated because it is part of Timecard TCH-000-000, which ha…" (message truncated)

• The target timecard header is in a state the connector will not update — for example approved
• The connector skips it and creates a new header instead
• Note the message can name the wrong header, which makes it read as a hard error when it is closer to a warning

Worklogs are logged in Jira but no timecard is created in PSA

• Two independent prerequisites, both commonly missed

Time syncs for a resource's first assignment but not for later ones

• The Use for Syncing Time from Jira flag is set on the first assignment created for a resource/project
• Additional assignments are created with it false

"An assignment with the Use for Syncing Time from Jira field selected already exists for the project and resource in the specified time frame. You must deselect the field on the assignment before selecting it for this assignment" — typically hit during a bulk timecard data load

• Two overlapping assignments for the same project and resource both carry the flag

A worklog fails and generates several error messages — resource not found, then task cannot be synced, then timecard cannot be inserted

• Known noisy behavior: processing continues past the first failure rather than stopping

A resource's worklogs never sync

• The Jira user has no correlated PSA resource