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How do I troubleshoot issues with my Auvik / Autotask integration?

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There are a few possible issues you might experience when trying to integrate Auvik with Autotask:

Testing the connection produces a fail message

Scenario

After setting the integration details for your new Auvik / Autotask integration, you selected Test Connection. You received a fail message.

Solution

The first thing to check is whether the username and password you entered are correct. Click the eye () in the password field to reveal the password you entered. If the username or password look incorrect, make any corrections and click Test Connection again

If Test Connection is still producing a failure after you’ve confirmed credentials are correct, please contact Auvik support.

Autotask companies aren’t available for mapping

Scenario

After creating the integration, your Autotask companies aren’t appearing for mapping to your Auvik clients.

Solution

By default, we only sync companies with an Active status. So the problem could be that your Autotask companies have a status other than Active.

If this is the case, please contact Auvik support with the statuses you’re using for your Autotask companies and we’ll be more than happy to include them. Once the statuses are are added, the companies will appear quickly and you’ll be able to continue with your Auvik / Autotask integration configuration.  

New Auvik alerts aren’t opening new Autotask tickets

Scenario

Alerts triggered in Auvik aren’t being sent to Autotask.

Solution

Check whether the credentials set on your Auvik / Autotask integration are correct. From your MSP dashboard, select to edit the integration. Click Test Connection.

  • If you receive a pass message, click Cancel.
  • If you receive a fail message, confirm the username and password are correct. If you need to update either one, remember to click Save to capture the updated credentials.

Now that you’ve confirmed the credentials are accurate, are you still experiencing issues? If so, let’s dig into the configuration details.

Confirm whether Alert Severity Mapping and Alert Status Mapping have been set. If not, set the mappings for each. Click Save button to capture any changes.

Below the alert severity mapping and status mapping detail, there’s a grid that lists the notification channels using the integration. Do you see any clients listed? If not, you haven’t created a notification channel yet and or associated the channel to the alerts you want to be passed to Autotask.

Now that we’ve confirmed the Auvik / Autotask configuration is sound, are you still experiencing issues? If so, dig into your Autotask configuration details. To do this, work though the article on integrating Auvik with Autotask step by step.

If everything looks good with the configuration, both within Autotask and Auvik, but the alerts still aren’t being sent from Auvik to Autotask, please contact Auvik support.

Alerts aren’t clearing in either Autotask or Auvik

Scenario

An alert opened in Auvik has been sent to Autotask, but after closing the ticket in either system, the other application isn’t being updated.

Solution

Confirm that the callback URL from your Auvik / Autotask integration is correct in Autotask.

  1. From your MSP dashboard, select to edit the Autotask integration.
  2. Click Copy, then Cancel.
  3. Paste the callback URL into a notepad or text file.
  4. Return to your Autotask application and paste the copied URL into the extension callout for your integration.
  5. Click Save & Close.

If everything looks good with the extension callout in Autotask, but the alerts still aren’t updating as expected, please contact Auvik support.

Auvik alerts are dismissing and not reopening Autotask tickets

Scenario

Updating the state of a ticket in Autotask is dismissing the Auvik alert and the ticket isn’t reopening as expected.

Solution

This can happen if the status mappings for your Auvik / Autotask integration are set in a way that ignores the reopen status. So let’s check the settings.

In Alert Status Mapping, check the following configurations:

  • Dismiss Auvik alert when Autotask ticket is: __
  • If Autotask ticket status is: __ AND the Auvik alert is still active, reopen the ticket in Autotask after: 15 minutes

The two statuses indicated by ___ need to be different. If they’re the same, edit them to be different and click Save.

If the statuses are already different and you’re still experiencing the problem, there’s something else going on. Please contact Auvik support and we’ll take a look through our logs to see if we can spot any messages from Autotask.

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