Autotask PSA: Kaseya creates tickets under an incorrect company

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Issue

Kaseya creates tickets in Autotask PSA under the incorrect company.

Environment

  • Autotask PSA
  • Kaseya

Resolution

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.

Check if the ticket was processed incorrectly.

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

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

Did the email contain a properly formatted string?

See Setup the Email Template in Kaseya. If the message is correctly formatted, the incoming email will contain a "machinename.groupname.subgroupname."

Troubleshooting correctly processed tickets

If a correctly formatted and processed ticket is detected from Kaseya, check the following:

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 Configuration Item list.

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.

Are no matches found for either Configuration Item or Company in Autotask?

The system will create a ticket under your private account with no configuration item associated 

If the Machine ID and Group ID do not match to a single record and are matching to an incorrect record, you may need to either:

  • Discover the device
  • Alter device mapping for the existing record.

Additional Resources


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