How Do I Troubleshoot Duplicate Ticket Emails?

Question

How do I troubleshoot cases in which created tickets are mailed to both Autotask PSA and to the email address configured on the Datto device?

Environment

• Autotask PSA

Answer

When an issue occurs on your Datto device:

• a notification is sent via email to the address configured to receive device alerts
• the alert is also sent to Autotask as an API call, where a ticket is generated.

If the Datto Agent Alerts field of the Autotask integration is set to Autotask & Email, and if the email address set to receive alerts is the same in both the Partner Portal and Autotask PSA configuration, an issue on the Datto device will generate the following:

• an alert email from the Datto Partner Portal to the specified email address
• The API call to Autotask
• A second alert email, from Autotask PSA to the specified email address

Solution

In the Integrations > Autotask section of the Datto Partner Portal, make sure the Datto Agent Alerts field is set to Autotask Only. 

Figure 1:  Autotask integration default settings (click to enlarge)