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Datto Autotask PSA: Created Tickets Under Incorrect Company (Kaseya)

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Issue

Sometimes customers notice tickets being created via Kaseya under the incorrect company.

Autotask includes an internal email parser that can automatically create Autotask tickets with information parsed from incoming Kaseya ticket notifications. This option becomes available when the Kaseya Extension is turned on.

The basics of processing involve a specific string of text is included in email notifications to a dedicated mailbox in Autotask that is built to read and parse that string.

Environment

  • Datto Autotask PSA
  • Kaseya

Resolution

To evaluate if the ticket was truly processed incorrectly you must check several things first:

Is the Incoming Email Mailbox that received the email enabled for Kaseya alerts?

  1. To check, navigate to the Autotask menu → Autotask menu → Admin → Features & Settings → Application-wide (Shared) Features → Incoming Email Processor → Edit Mailbox → General Tab → Kaseya Alert Handling checkbox 

Did the email contain a properly formatted string?

  1. See Setup the Email Template in Kaseya mentioned in the Additional Resources section of this document. 
    • If the message was correctly formatted, the incoming email would contain a "machinename.groupname.subgroupname."

Assuming the message was formatted correctly and arrived at the correctly configured Incoming Email Mailbox if a ticket is detected from Kaseya the following matching logic would occur:

  1. Does a Configuration Item exist with the Machine ID supplied, and is it active?
    • The system will first try to match the full Machine ID from Kaseya to any Configuration Items in Autotask using the Kaseya Device ID UDF. Search by the provided string (machinename.groupname.subgroupname) in the partner's Configuration Item list.
  2. Does a Company exist with the Kaseya Customer ID supplied, and is it active?
    • The system will then try to match the organization information (groupname.subgroupname) from Kaseya to a Company in Autotask using the Kaseya Customer ID UDF.
  3. If no matches were found for either Configuration Item or Company in Autotask
    • The system will create a ticket under the customer's private account with no configuration item associated.

If the Machine ID and Group ID are not matching to a singular record and being matched to an incorrect record, you may need to either discover the device or the device mapping may need to be altered for the existing record.

For more information, visit the articles mentioned in the Additional Resources section of this article.

Additional Resources


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