Troubleshooting : Service Ticket Failures in Autotask PSA

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.