Datto RMM: Troubleshooting Autotask Integration Resolution Synchronization Issues

Topic

This article discusses troubleshooting situations in which alert resolutions fail to sync between Datto RMM and the Autotask Integration.

Environment

Datto RMM
Autotask Integration

Description

Determine the direction of the failure before troubleshooting (Autotask PSA → Datto RMM or Datto RMM → Autotask PSA)

Check for integration errors

Some synchronization errors surface in the Datto RMM web portal. Navigate to Setup → Autotask → Sync Exceptions (the radio button in top right-hand corner of the window) or via the URL https://[platform].centrastage.net/csm/autotask/exceptions to view these errors.

(PSA → Datto RMM) Verify extension callout setup

The extension callout within PSA needs setting up before a PSA ticket can update the associated Datto RMM alert. Verify that the extension callout is set up correctly.

(Datto RMM → PSA) Verify the ticket was not reopened by a repeating alert

Depending on your setup, a repeating alert may reopen a PSA ticket.

(Datto RMM → PSA) Make sure the ticket was created by Datto RMM

Only tickets created by Datto RMM will work with round trip synchronization.

Gather information

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

The direction in which the sync fails (Autotask PSA → Datto RMM or Datto RMM → Autotask PSA)
If the failure is RMM → PSA, was the ticket created by Datto RMM?
If the failure is PSA → RMM, Did the alert create two tickets?
The UIDs of affected devices
Copy and paste any error messages