Datto RMM: Agent Browser Ticket Creation Issues in the Autotask Integration

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Topic

This article discusses troubleshooting agent browser ticket creation issues in the Autotask Integration.

Environment

  • Datto RMM

Description

If you are having issues with agent browser ticket creation, follow these troubleshooting steps:

Verify device is synced

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

Check for integration errors 

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

Verify sync account credentials are correct

If the synchronization account credentials are incorrect, Datto RMM may throw errors. Navigate to the Autotask Integration section of the Datto RMM portal and run the Initial mapping wizard section to test and apply the accepted credentials.

Verify sync account security level

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

Verify 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 integration setup and correct any missing fields

When Datto RMM gains new features, the integration gains additional entities. You must set these up in order to use the integration's new features. Re-run the integration sections to show any 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:

  • Date and time of the event
  • Copy and paste any error messages
  • AEM Service Log files (click here to learn how to gather service logs)

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