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Datto Autotask PSA: Tickets Are Created in Autotask Without a Configuration Item

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Issue

Tickets are created in Datto Autotask PSA without a configuration item.

Environment

  • Datto Autotask PSA

Cause

  • No configuration item (device) created in Autotask PSA
  • Tickets are being generated via email, rather than the Autotask API
  • The configuration item is inactive in Autotask PSA

Description

No configuration item created in Autotask PSA

Make sure the Autotask PSA integration is properly set up with the Datto device. 

Tickets are generated via email, rather than the Autotask API

  • On the Autotask Integrations page of the Datto Partner Portal, make sure Datto Device Alerts are set to Autotask Only. 

Figure 1: Autotask Default Settings in the Partner Portal (click to enlarge)

The configuration item is inactive in Autotask PSA

1. In the main Autotask window, make sure you are on the Datto tab. Hover over the silhouette icon at the top of the screen, then select Configuration Item Mapping from the drop-down menu.

Figure 2: The main Autotask menu (click to enlarge)

2. Select the appropriate company from the Account drop-down menu, then select the configuration item (Datto device) failing to generate tickets.

Figure 3: The Configuration Item Mapping window (click to enlarge)

3. In the Edit Configuration Item window, scroll down to the Configuration Item Information section and make sure the device is set to Active. 

Figure 4: The Edit Configuration Item window (click to enlarge)

Additional Resources


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