Generally, when a ticket fails to be submitted to Autotask it is due to incorrect routing.
Ticket Routing Configuration
When troubleshooting a failed ticket submission, you first want to draw your attention to the Routing Tab. You can find the Routing tab when editing any service request, problem report, assessment item or policy; essentially anything that creates a ticket, will have a routing tab.
The fields above, when resolved, must match exactly with their counterparts in Autotask. In the example above we are using Tokens to hold the values. All ticket fields are case and space sensitive.
How CloudRadial Fields map to Autotask
Here is a quick visual representation of where each field is mapped to:
Additional information about each field listed below:
PSA Board / Queue
Mapped to the 'Queue' field in Autotask tickets. This is the only required value for a ticket to be created. For the list of available Service Desk Queues in your Autotask instance, navigate to Admin > Service Desk (Tickets) > Queues
PSA Status
Mapped to the 'Status' field in Autotask tickets. In Autotask, the same statuses are available to every queue. For the list of all statuses available, navigate to Admin > Service Desk (Tickets) > Task & Ticket Statuses.
PSA Priority
Mapped to the Priority field in Autotask tickets. In Autotask, the same priorities are available to every queue. For the full list of priorities, navigate to Admin > Service Desk (Tickets) > Task & Ticket Priorities.
PSA Type / Issue & PSA Sub-Issue Type
Mapped to the Issue Type field in Autotask. Issue types are available to all queues. For the list of all issue types navigate to Admin > Service Desk (Tickets) > Issue Types.
Each Issue Type will have its own Sub-Issue Types as seen below.
PSA Category
Mapped to the Ticket Category field in Autotask. If no category is set on the CloudRadial form, the default set in Autotask will be utilized. For the list of all categories navigate to Admin > Service Desk (Tickets) > Ticket Categories.
Failed Ticket Advisores
If CloudRadial is unable to create a ticket when a user submits a form, an advisory will be created in the Partner portal (Partner > Account > Advisories) where you can see the ticket routing options being used and the error generated. For more information on the advisories and how to setup notifications for them, see Failed Ticket Advisories.
Clearing Autotask Cache
If you are having issues submitting a ticket to a newly created queue, status etc., this may be due to outdated cache. Review the article here for details on Clearing Autotask Cache.
Autotask API User Security Role
If tickets and quotes are failing to load in the portal but no failed ticket advisories are being generated, the issue may be related to the Autotask API user's Security Role rather than a routing misconfiguration.
CloudRadial connects to Autotask using an API user account. This API user must have the correct Security Role assigned in Autotask in order for CloudRadial to retrieve ticket and quote data. If the API user is assigned a custom or restricted Security Role, it may lack the permissions needed to pull data from Autotask, causing tickets and quotes to either not load or load very slowly in the portal.
How to verify and fix the API user's Security Role
- In Autotask, navigate to Admin > Resources (Users) and locate the API user account used by CloudRadial.
- Check the Security Level field on the API user's profile. It should be set to API User (System) - sometimes labeled "API System Only."
- If the API user is assigned a custom Security Role or a role other than "API User (System)," change it to the correct API-level role.
- After updating the role, return to CloudRadial and verify that tickets and quotes are now loading in the portal. You may also want to clear the Autotask cache (see above) to ensure fresh data is pulled.
Common symptoms of an incorrect API Security Role:
- Tickets show "ticket not found" or fail to load in the portal
- Quotes do not appear or load blank
- No failed ticket advisories are generated (because the issue is with data retrieval, not ticket submission)
- Data loads very slowly due to Autotask API rate limits being hit by the restricted role
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