Kaseya creates tickets under an incorrect organization

Issue

Kaseya creates tickets in Autotask under the incorrect organization.

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.

To check, navigate to the Autotask menu > Admin > Automation > Email Notifications & Surveys > Incoming Email Processor > Edit Mailbox > General Tab, then review the Kaseya Alert Handling checkbox.

See Forwarding alerts from Kaseya Service Desk. 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:

The system will first try to match the full Machine ID from Kaseya to any Configuration Items in Autotask using the Kaseya Device IDUDF. Search by the provided string (machinename.groupname.subgroupname) in the Configuration Item list.

The system will then try to match the organization information (groupname.subgroupname) from Kaseya to an organization in Autotask using the Kaseya Customer ID UDF.

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