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Troubleshooting: “I think there is more data available in my other system”

Learn why Asset Inspector in Perspio may show less information than another system. This troubleshooting guide explains integration scope, source-of-truth systems, sync timing, module visibility, asset-device mapping, and access settings so you can identify whether the issue is expected behaviour or needs escalation.

Overview

If you can see more information in another system than in Asset Inspector, it usually means one of the following:

  • The data is not integrated into Perspio

  • The data is integrated, but not mapped to Asset Inspector

  • The data exists in Perspio, but in a different module

  • The data has not synced yet

  • Your user access does not allow you to see it

This article explains why this happens, how Asset Inspector works, and what to check before raising a support request.

Why this happens

Asset Inspector shows the data that is:

  • Available to Perspio

  • Mapped to the asset

  • Configured to display in Inspector

  • Visible under your access level

Perspio does not automatically show every field from every connected system, some data may remain in:

  • An ERP

  • A telematics platform

  • A maintenance system

  • A finance or rental system

  • Another integrated application

Why this is important

Understanding this helps you avoid two common issues:

  • Assuming data is missing when it is actually stored in another module or source

  • Updating the wrong system when the source of truth is elsewhere

It also helps you identify whether the issue is:

  • A sync issue

  • A mapping issue

  • An access issue

  • Or simply expected system behaviour

Common reasons data appears in another system but not in Asset Inspector

1) The field is not integrated into Perspio

The other system may contain fields that are not currently being sent to Perspio.

Examples:

  • Custom ERP fields

  • Finance-only data

  • Internal operational notes

  • Unsupported telemetry values

What this means

If the field is not part of the integration, Perspio cannot display it in Asset Inspector. The field can only be mapped if it's also available in the API.

2) The field is integrated, but not shown in Inspector

Some data may be available in Perspio but not displayed in Asset Snapshot.

It may instead appear in:

  • Assets

  • Explorer

  • Workflows

  • Servicing

  • Reports

  • Device Current State

What this means

The data may exist in Perspio, but Asset Snapshot may not be the screen designed to show it.

3) The source system is the system of record

For some asset fields, the source of truth is another system, such as an ERP.

Examples:

  • Customer asset IDs

  • Registration details

  • Branch/site ownership

  • Service contact details

  • Asset descriptions

What this means

If the field is managed in another system, Perspio may only display what has been synced across. If the value changed recently, Perspio may not yet reflect the update.

4) The data has not synced yet

Some integrations update in near real time, while others update on a schedule.

What this means

The other system may show the latest value, while Perspio still shows:

  • The previous synced value

  • No value yet

  • Incomplete data for that asset

5) The asset or device mapping is incomplete

If the wrong device is linked, or the asset mapping is incomplete, data may appear in the source system but not against the correct asset in Perspio.

What this means

The data may exist, but it may not be associated with the asset you are viewing in Inspector.

6) Your access level is restricting what you can see

Some users may not see all data depending on:

  • Profile permissions

  • Module access

  • Customer access rules

  • Tenant configuration

What this means

The data may be present, but not visible to your user.

 

What Asset Inspector is designed to show

Asset Inspector is generally intended to provide a practical asset view for day-to-day operations.

This often includes:

  • Asset identity

  • Current status

  • Key asset details

  • Connected device information

  • Relevant operational fields

  • Summary data that is useful for quick review

It is not always intended to expose every available field from every connected platform.

 

What to check first

Step 1 – Confirm which data is missing

Identify exactly what you expected to see.

Examples:

  • A customer asset ID

  • A service contact

  • A telemetry value

  • A financial field

  • A branch allocation

  • A historical value

Be specific. This will help determine whether the issue is integration, sync, visibility, or design.

 

Step 2 – Confirm the source system

Check where that field is maintained.

Ask:

  • Is this field created in Perspio?

  • Is this field coming from an ERP?

  • Is this field coming from a telematics or device platform?

  • Is this field only available in another system?

This is important because if the other system is the source of truth, Perspio will only show what is sent across.

 

Step 3 – Check whether the data is in another Perspio module

Before assuming the data is missing, check whether it appears elsewhere in Perspio.

Common places to check:

  • Assets for asset master fields

  • Explorer for signal and telemetry data

  • Servicing for service-related information

  • Workflows / Variable Inspector for mapped asset fields

  • Reports for exported or tabular views

If the field exists elsewhere in Perspio, the issue may be that Asset Inspector is not the view designed to display it.

 

Step 4 – Check whether the data is current in the source system

If the data is synced from another platform, confirm:

  • The value is correct there

  • The asset identifier matches

  • The update has already been saved in that system

If the source system still has the wrong value, Perspio will continue to reflect that incorrect value after sync.

 

Step 5 – Consider sync timing

If the other system was updated recently, the value may not yet be visible in Perspio.

Check whether:

  • The integration sync is immediate or scheduled

  • The asset has already been refreshed

  • The value appears after the next sync cycle

 

Step 6 – Confirm asset and device mapping

If the missing data is telemetry or device-related, check whether:

  • The correct device is linked to the asset

  • The expected signal is actually reporting

  • The asset record in Perspio matches the source system record

If the device is reporting to a different asset, Inspector may appear incomplete even though the data exists elsewhere.

 

Step 7 – Confirm your access

If another user can see the field but you cannot, review:

  • Yyour Profile

  • Your user access

  • Customer-level access

  • Module permissions

This is especially relevant when the data is customer-specific or limited to certain roles.

 

When the issue is expected behaviour

In many cases, this is not a fault.

It may simply be expected because:

  • The field is not part of the integration

  • The field is not configured for Inspector/Snapshot

  • The API doesn't send the field on the connector

  • The source system is intentionally the master record

 

When to raise it as a product or configuration request

Raise the issue internally or with our Service Desk if:

  • The field is already integrated but not displaying correctly

  • The wrong asset is receiving the data

  • The value is clearly stale beyond the expected sync window

  • The data should be visible in Inspector as part of your operational workflow

  • You want a new field or data source surfaced in Asset Inspector

When raising the request, provide:

  • The asset name or ID

  • The missing field name

  • Where you can see it in the other system

  • Whether it is ERP, telemetry, servicing, or custom data

  • Whether other users can see it

Best practices

  • Treat the external system as the source of truth where applicable

  • Confirm whether the field is integrated before assuming it should appear in Perspio

  • Check Explorer for telemetry before assuming signal data is missing

  • Keep asset mappings accurate

  • Review user Profiles when visibility differs between users

Troubleshooting summary

If you think there is more data in another system, check these in order:

  1. What exact field is missing

  2. Which system owns that field

  3. Whether it exists in another Perspio module

  4. Whether the data has synced yet

  5. Whether the asset/device mapping is correct

  6. Whether your access is restricting visibility

  7. E-mail our Service Desk if support or training is needed