Common Issue #1: Phases Not Auto Syncing

Issues may arise preventing Phases from syncing between your integrated application and Mosaic. Below are common scenarios and resolutions:

Subphases Not Enabled with More Than 1 Level of Phases

Mosaic defaults to a single level of Phase and Work Category. Enabling Subphases allows up to 10 levels of phases for import. If you have existing integrations with work categories, contact your Customer Success Manager to convert Work Categories to Subphases in Mosaic.

Duplicate Phase Name and Phase Number Combinations

Mosaic requires each Phase Name and Phase Number combination to be unique under the same parent phase. If duplicates exist, Mosaic will automatically increment them. To resolve duplicate phases manually, you can modify them in Mosaic or your integrated application. Options include:

Delete a Duplicate Phase on Mosaic

To delete a Phase in Mosaic, navigate to the Integration > Projects page. Click the three-dot menu next to the Phase and select Delete on Mosaic.

Rename a Duplicate Phase on Mosaic or your Integrated Application

To rename an unlinked Phase in Mosaic, go to the Project page, select Edit Phase Info, and update the Name.
If the Phase is linked, modify it in your integrated application.

Note that if the Integration Setting Project and Phase Titles are not editable on Mosaic is enabled, this must be done in the integrated application.

Merge Duplicate Phases on Mosaic

If only one of the duplicate phases is linked, you may opt to merge duplicate phases as needed to ensure uniqueness.

Common Issue #2: Time Entries Not Auto Syncing

Several factors may hinder Time Entries from syncing between your integrated application and Mosaic. Consider the following:

Project / Phase / Member / Work Category Not Linked

Mosaic syncs time entries only if:

The Project is linked
The Phase is linked
The Member is linked
The Work Category is linked (if applicable)

For additional details, refer to Troubleshooting Time Entries

Project without Phases Does not have Main Project Phase enabled

Project without phases in Mosaic require a Main Project Phase
For instructions on adding a Main Project Phase, please refer to Importing Data From Your Integration > Time Entries

Mosaic & Quickbooks Web Connector Sync Issues (QB Desktop Only)

To sync time entries, Mosaic requires an active connection with the Mosaic Web Connector.
For guidance on resolving Mosaic Web Connector Issues, please consult QuickBooks Desktop Best Practices