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.
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
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.
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.
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If you are having issues submitting a ticket to a newly created queue, status etc., this may be due to outdated cache.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.