Element451Integrations Guide

How to Work with Live Support (Managed Integrations)

Updated Article

If you are past implementation and need assistance with your managed integration, use Live Support, the same support channel used for the Element451 platform.

Before opening a request, review the scenarios below to ensure your request is routed correctly.

Requesting a Data Source or Translation Table Re-sync

When to Use This#

  • You need a data source or translation table refreshed outside the normal schedule
  • You need to re-sync a data source that is not included in the weekly sync

Note

  • By default, Degrees, Majors, and Terms are re-synced every Saturday at 11 PM

How to Submit a Request#

  1. Confirm you have a Live Support seat (instructions here). Assuming you do...
  2. In Element451, click your profile picture (top right)
  3. Navigate to: Help → Live Support
  4. You will first interact with Flint (AI support agent)
    1. When prompted, confirm your request is related to a managed integration
  5. Follow the prompts and indicate that you need a: Data source / translation table re-sync

A support team member will follow up to complete the request.

Requesting Additional Data in the Integration

When to Use This#

  • You want to sync additional fields or data not currently included in your integration

Note

  • Some requests may require additional scoping and cost if they fall outside your original scope of work (SOW)

How to Submit a Request#

  1. Confirm you have a Live Support seat (instructions here). Assuming you do...
  2. In Element451, click your profile picture (top right)
  3. Navigate to: Help → Live Support
  4. You will first interact with Flint (AI support agent)
    1. Confirm your request is related to a managed integration
  5. Follow the prompts and indicate that you want to:
    1. Add or modify data in the integration

What Happens Next#

  • The support team will review your request against your SOW
  • If the request is within scope:
    • It will be scheduled for implementation
    • Timing may vary depending on complexity
  • If the request is outside scope:
    • You will be referred to your Element451 Account Manager
    • The request will be evaluated and scoped accordingly

I’m Getting an Error or Data Is Not Syncing as Expected

If you are seeing an error in the Integration Log or data is not syncing as expected, follow the steps below before contacting Live Support.

Before Contacting Support#

Start by confirming the issue is not related to system availability:

  • Check your SIS or connected system for:
    • Known outages
    • Maintenance windows

If the system is unavailable, integration errors may occur until service is restored.

Gather Required Information#

Before opening a support request, collect the following:

  • Error message(s)
    • Copy the full message from the Integration Log
  • Screenshots or videos
    • Include the Integration Log and relevant record data
  • Affected record(s)
    • Provide student name, student ID, or Element ID

Providing this information upfront helps reduce delays in troubleshooting.

Perform Basic Troubleshooting#

Before reaching out, review the issue using the steps below.

  • Confirm data exists in Element451
    • Ensure the data is present and formatted correctly on the record
    • The integration can only send what exists at the time of the sync
  • Check Element451 documentation
    • Search the Help Center for related errors or known issues
  • Check vendor documentation
    • Most errors originate from the connected system

For Ellucian partners:

When to Contact Live Support#

If the issue is still not resolved after the steps above, contact Live Support.

How to Submit a Request#

  1. Confirm you have a Live Support seat (instructions here). Assuming you do...
  2. In Element451, click your profile picture (top right)
  3. Navigate to:
    1. Help → Live Support
  4. You will first interact with Flint (AI support agent)
    1. Confirm your request is related to a managed integration
  5. Provide a clear description of the issue, including:
    1. Error messages
    • Affected records
    • Relevant field names or slugs
    • Troubleshooting steps already taken

Providing complete details helps the support team investigate and resolve the issue more efficiently.