This article discusses troubleshooting agent browser ticket creation issues in the Autotask Integration.
- Datto RMM
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.
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: See Agent log files (Datto RMM help) to learn how to gather service logs.