Autotask Integration Troubleshooting

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Scope

Datto can integrate with both Autotask PSA (Professional Services Automation) and the Autotask Endpoint Management RMM (Remote Monitoring and Management).

Note that Autotask developed Endpoint Management integration with Datto and is therefore responsible for supporting it. For more information about Autotask's integration with Datto, see http://help.aem.autotask.net/en/Content/2SETUPAEM/Integrations/Datto.htm

If you need to find your API key for the AEM integration, follow the KB link below.

https://kb.datto.com/hc/en-us/articles/204789636-How-to-find-your-Integration-API-Key

The Autotask PSA tool, however, was developed and is supported by Datto. Before reaching out to Datto Support however, review the following tips.

Ticket Creation

If you aren't receiving tickets properly into your service queue, you should first check the Autotask Configuration Page for the integration.

Once there, you'll need to ensure the following.

  • Is the device configured for Autotask? You can tell this if it has a green check or red x
  • Are all the fields for Ticket Configuration filled out correctly? All fields are required to create a ticket
  • Are the alerts going to their proper location? Check the agent and device setting on the left side. If they are set for Email, then that means it's not set to create a ticket and instead told to skip the integration and send an email instead.

Once you have checked the above, click the "Send Test Ticket" link in the center of the form.

The test ticket arrived but alerts are still not opening tickets

Verify that alerts are set to be created. Datto's integration effectively takes sent email alerts, intercepts them, and pushes them through the API into your service queue.

With this in mind, go to the page where these alerts are configured. Make sure that all emails are set for alerts you want tickets created for. Without emails set, the alerts will not be raised and tickets will not be created. The email you enter does not matter if you have your integration set for Autotask Only and is only there to ensure the alert is raised.

Device Alerts:

https://kb.datto.com/hc/en-us/articles/207731373

All alerts on this page will create tickets

Agent Alerts:

https://kb.datto.com/hc/en-us/articles/200555515

You will receive tickets for Weekly Backup Report, Critical Error Alerts, Warning Notices, and Log Digests.

Please Note: Datto Appliances do not raise service board tickets for screenshot alerts.

Failed to add device to Autotask/ This InstalledProduct

This problem can come up in two forms, one when trying to initially create the configuration item and when trying to activate a device already added. Examples of both below:

When creating the Configuration Item. "Failed to add device to Autotask"

When activating the Configuration Item. "This InstalledProduct cannot be associated with this Vendor. It is either not active or does not exist in the system."

Both of these errors are most common when the "Datto, Inc" account isn't set correctly on Autotask. Start by search for Datto under your accounts and should see an account for "Datto, Inc" select that account edit it.

Make sure this Active checkbox is filled.

Scroll down a bit on that page to "Account Type". Then make sure that it's set to Vendor.

Save any settings changed and try to submit the changes on the partner portal once more. If you continue to experience a problem, please create a ticket with Datto Technical Support.

Did you change your Autotask account information or password?

If you change your Autotask password, this may cause the integration page to be unable to load and it will not generate tickets. Contact Datto Technical Support for assistance.


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