Datto Autotask PSA: Active Resource is not listed when assigning tickets

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Issue

Active resources in the system are not listed when trying to assign a ticket.

Environment

  • Datto Autotask PSA

Cause

You need to add the resource to at least one service desk role and one queue.

Resolution

Verify the resource has a queue and service desk role assigned:

1. Place your cursor over the Autotask menu icon and navigate to ADMINFeatures and Settings.

fig1.jpgFigure 1: Features & Settings (click to enlarge)

2. Click the plus sign to open the RESOURCES/USERS (HR) tab, then click Resources/Users.

fig2.jpgFigure 2: Resources/Users (click to enlarge)

3. Right-click on the resource then click Edit Resource.

fig3.jpgFigure 3: Edit Resource (click to enlarge)

4. Under the Associations tab, verify that you have set both a Service Desk Queue and a Service Desk Role for the resource. You can click the NEW button under either setting if you need to modify it. Click the OK button in each section you change, then click the Save & Close button at the top of the Resource Management window to save your changes.

fig4.jpgFigure 4: Associations tab (click to enlarge)

Once the resource has both a queue and a service desk role they will be available in the drop-down list of resources to assign the ticket.


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