Request from Helpjuice I had an issue

Ticket reference: 74273

Problem

The customer reported an issue with Power BI not getting synchronized. This problem initially stemmed from the outdated PPM Express Power BI reports that the customer was using, which included a now-obsolete table called "Engagements" built on the "ResourcePlans" feed in PPM Express OData. The "ResourcePlans" feed was eliminated in a recent PPM Express release, causing the reports to fail to refresh. The customer received instructions to update their reports but reported back that despite following the steps, the error persisted. Additionally, the customer expressed confusion about finding the right screen and version in Power BI and sought clarification on whether the updates were necessary with every new release.

Solution

The support team addressed the synchronization issue by instructing the customer to upgrade the PPM Express Power BI reports to the latest version. The support team provided the customer with a detailed article on configuring external Power BI reports (External Power BI Reports Configuration). They also confirmed that the significant changes requiring an update to the reports were part of a more considerable update and regular updates wouldn't necessitate these steps in the future.

The support team requested screenshots from the customer to further assist them, specifically the Release version page and the Refresh History in case of errors. After the customer expressed continued issues, the team guided the customer through obtaining the correct screenshots and clarified which version was considered new.

Eventually, the customer resolved the synchronization issue by reinstalling the Reports in Power BI. The customer was asked to confirm the resolution by checking the reports' versions, which had now synchronized correctly. The customer acknowledged that the problem was fixed to their satisfaction and gave permission to close the ticket. The support team closed the ticket with an invitation for the customer to re-open it or create a new one if further difficulties arose.