Datto RMM: Troubleshooting Alert and Ticket Creation Issues

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Topic

This article discusses troubleshooting Autotask PSA Integration alert and ticket creation issues.

Environment

  • Datto RMM

Description

If you have issues with alerts and ticket creation from the Autotask PSA Integration, follow these troubleshooting steps:

Verify the device is synced

If the device is not synced, tickets will not create in PSA.

Verify the monitor is set to create a ticket

In Datto RMM, ensure the monitor is properly configured to create a ticket.

Check for integration errors

Certain synchronization errors surface in the Datto RMM web portal. Navigate to SetupAutotaskSync Exceptions (the radio button in the top right-hand corner of the window) or click this URL: https://[platform].centrastage.net/csm/autotask/exceptions to view these errors.

Verify sync account credentials are correct

If the synchronization account credentials have changed or are incorrect, the integration may throw errors. Navigate to the Autotask Integration section of Datto RMM and run the Initial Mapping Wizard section to test and apply the accepted credentials.

Verify the sync account security level

The integration can only use the System Administrator or API User security levels.

Verify the sync account access to Protected Data Permissions

If the synchronization account does not have access to protected data permissions, the integration cannot see the required user-defined fields upon synchronization.

Re-run the integration setup and correct any missing fields

As Datto RMM gains new features, the integration gains new entities. These entities need to be set up to use said features with the integration. Re-running the integration sections may surface empty fields that need setup.

Gather information

If the issue persists, gather as much of the following information as possible before contacting Datto RMM Support:

  • UIDs of affected devices
  • Affected monitors
  • Copy and paste any error messages

 

 


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For more Business Management resources, see the Datto RMM Online Help and the Autotask PSA Online Help .

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