Datto Autotask PSA: How to resolve incorrect customer or device mapping between Autotask and Kaseya

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Topic

This article describes the procedure to fix mapping issues between Autask PSA customers, Autotask PSA devices, and Kaseya.

Environment

  • Datto Autotask PSA

Description

If a customer or device is incorrectly mapped between Autotask and Kaseya, you must edit the Autotask company or configuration item to resolve the problem.

1. Access the Autotask Companies, or Configuration Items search by using the Autotask menu.

  • For Companies: CRM Search Companies
  • For Configuration Items: CRM Search Configuration Items

2. Search for the incorrectly-mapped item.

3. In the Search Results grid, right-click the Company or Configuration Item and select Edit Company or Edit Configuration Item.

4. In the Edit window, click the User Defined tab. The mapped customer or device ID will appear in a user-defined field.

  • The customer ID UDF is labeled Kaseya Customer ID.
  • The device ID UDF is labeled Kaseya Device ID.

5. Edit or clear the Kaseya UDF field and click Save & Close

If you clear the field, the customer site or device is no longer mapped. If the customer/site or device appears again in a device discovery batch, you must remap it.

mceclip0.pngFigure 1: The Edit Company screen (click to enlarge)

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