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Understanding ERP Data Mirroring and Sync

Learn how Captured Knowledge mirrors data from your property management system (ERP), including sync timing and data freshness expectations

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Written by Nick Laffey

Time required: Approximately 3-4 minutes reading time

Prerequisites:

Expected results: After reading this guide, you will understand how data flows between Captured Knowledge and your ERP system, what delays to expect, and how to troubleshoot sync issues.

Your colleague just added a new tenant contact in D+ and asks you to create a work order. You open Captured Knowledge, search for the contact - not found. You search again - still nothing. "Are you sure you added them?" you ask. They show you their screen: the contact is clearly there. But it's not in Captured Knowledge yet.

Understanding sync timing prevents this confusion. Data doesn't transfer instantly between systems. This article explains the expected delays so you can work effectively with both systems.

What is ERP Data Mirroring?

ERP Data Mirroring means Captured Knowledge maintains a copy of key data from your property management system (D+/DPlus) in its own database. This includes contacts, buildings, properties, ERP tickets, work orders, damage reports, and more.

Why mirroring matters:

  • Search Performance - Instant search results without querying the ERP system every time

  • AI Matching - Local data enables AI to match communications to cases accurately

  • Offline Resilience - Core functionality continues even if ERP system has temporary connectivity issues

  • Fast User Experience - Quick page loads without network delays

Important: Mirroring is not instant. Data syncs regularly throughout the day at scheduled intervals.

Data Sync Direction

Captured Knowledge uses bidirectional synchronization with your ERP system:

CK → ERP (Immediate):

  • Creating new ERP Tickets through workflows

  • Creating new Work Orders through workflows

  • Creating new Damage Reports through workflows

  • Status updates made in Captured Knowledge

ERP → CK (Scheduled):

  • Importing contacts, buildings, properties, service providers

  • Importing ERP tickets created in D+ by colleagues

  • Importing work orders created in D+ by colleagues

  • Status updates made in the ERP system

Result: Items you create in Captured Knowledge appear in the ERP system immediately. Items your colleagues create in D+ appear in Captured Knowledge after the next sync cycle.

Which Data is Mirrored?

Captured Knowledge mirrors two categories of data:

Fast-Changing Data

What: ERP Tickets, Work Orders, Damage Reports Sync frequency: Regular intervals throughout the day Expected delay: 5-15 minutes

These are case-related items that change frequently during your daily work.

Slow-Changing Data

What: Contacts, Buildings, Properties, Service Providers Sync frequency: Less frequently (hourly basis) Expected delay: 30-90 minutes

These are reference data items that rarely change once created.

Data Freshness Expectations

Newly Created in ERP System

Fast-changing data (Tickets, Work Orders, Damage Reports):

  • Typically appears in CK within 5-10 minutes

  • Maximum delay: 15 minutes

Slow-changing data (Contacts, Buildings, Properties, Service Providers):

  • Typically appears in CK within 30-60 minutes

  • Maximum delay: 90 minutes

Status Updates

CK → ERP: Immediate (updates when you submit) ERP → CK: Within 5-15 minutes

Deleted Entities

Entities deleted in the ERP system are marked as deleted in CK and hidden from view during the next sync cycle. Timing follows the same pattern as creation (fast-changing: 5-15 minutes, slow-changing: 30-90 minutes).

Common Scenarios

Scenario 1: Colleague Creates Work Order in D+

Your colleague creates a work order directly in the property management system at 2:08 PM.

Expected timeline:

  • 2:08 PM - Work order created in D+

  • 2:15 PM - Work order appears in Captured Knowledge

  • If the work order's D+ ticket is already linked to a case, the work order is added to that case automatically

  • Otherwise, AI attempts to match it to existing cases

What to do: Check the case after 10-15 minutes. If the D+ ticket is already linked to a case, the work order appears there directly — no review needed. Otherwise it should appear in the Work Orders tab or as a matching suggestion. The same applies to damage reports.

Scenario 2: New Contact Added to ERP

Your colleague adds a new tenant contact to the D+ system at 10:15 AM.

Expected timeline:

  • 10:15 AM - Contact added in D+

  • Within the hour - Contact appears in CK

What to do: If creating a work order and can't find the new contact, wait for the next hourly sync or ask your colleague to create the work order directly in D+.

Scenario 3: Status Changed in ERP

A colleague marks an ERP ticket as completed in D+ at 3:23 PM.

Expected timeline:

  • 3:23 PM - Status changed in D+

  • 3:30 PM - Status update appears in CK

What to do: Refresh the case page after 10 minutes to see the updated status.

Best Practices

Set Proper Expectations

For fast-changing data (tickets, work orders):

  • Wait 10-15 minutes before investigating "missing" items

  • Refresh the page to see updates

For slow-changing data (contacts, buildings):

  • Wait 30-90 minutes before investigating "missing" items

  • New contacts may not be available immediately when creating work orders

Work With the Sync Schedule

For urgent items:

  • Create ERP tickets and work orders in Captured Knowledge for immediate sync to ERP

  • Items appear in D+ instantly

For routine updates:

  • Can be made in D+ directly

  • Will appear in CK within appropriate timeframe

Troubleshooting

Data Not Appearing After Expected Time

First steps:

  1. Verify the item exists in D+ (log in and confirm)

  2. Check if you've waited long enough (fast vs. slow-changing)

  3. Refresh the page to clear browser cache

  4. Wait for the next sync cycle

If still missing after 2 hours:

  • Check that the item was created in the correct D+ client ID

  • Contact support for assistance

Status Changes Not Syncing

CK → ERP: Should be immediate. If not syncing, check for error messages during form submission.

ERP → CK: Wait 10-15 minutes and refresh the page. Check the Activity Timeline for sync events.

Contact or Building Shows Old Information

Solution:

  1. Wait until the next hourly sync

  2. Hard refresh the page (Ctrl+Shift+R or Cmd+Shift+R)

  3. If still not updated after 2 hours, contact support

Related Articles

Key Takeaways

Two sync speeds:

  • Fast-changing data (tickets, work orders): 5-15 minutes

  • Slow-changing data (contacts, buildings): 30-90 minutes

Bidirectional sync:

  • Items created in CK → ERP immediately

  • Items created in ERP → CK on schedule

Set proper expectations:

  • Not instant, but reliable and predictable

  • Wait for appropriate sync cycle before investigating "missing" data

  • Refresh pages to see updated information

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