Why do I have to keep restarting my backbone sync in order to get tickets out of the pending state?

[LL team]

Tickets are synced with a backbone sync continually get stuck in PENDING. I have to stop and restart the sync to get these tickets to sync. 

[Deleted user]

Hello @LL team ,

I'm Tom from the Backbone support team at K15t Software. I apologise for any inconvenience caused by this situation.

The support team would be happy to help you diagnose and solve this issue – however in order to do so, we first require some more detailed information about your Backbone configuration.

So that we can investigate, could you please open up a support request with us by sending an email to support@k15t.com and providing a Backbone support ZIP (to generate one, open the troubleshooting tab in the synchronization config and click 'Create support ZIP').

We will then investigate the ZIP and ascertain what's causing this.

Cheers, Tom