Creating a ticket
Security and navigation
SECURITY Refer to Sites > Support or Global > Support, and also refer to Sites > Sites and Sites > Devices in Permissions.
NAVIGATION Sites > All Sites > click the name of a site > Create Ticket
NAVIGATION Device summary page > click the More icon > Create Ticket. To view the various navigation paths you can use to access the device summary page, refer to Device summary.
Requirements
The following requirements must be met in order for the Create Ticket action button to be displayed in any of the navigation paths described above:
- The Autotask Integration must be enabled and configured for the account. Refer to Autotask Integration.
- The site you want to create a ticket for must be mapped to an Autotask organization. Refer to Configure organization (site) mapping.
- The device you want to create a ticket for must be synced to an Autotask configuration item. Refer to Configure device synchronization.
How to...
Create a ticket
When the above requirements are met, you can create a ticket by following these steps:
- Follow any of the navigation paths described in Security and navigation.
- The ticket form will open in a new window in Autotask.
If you were already logged in to Autotask or single sign-on is configured for you, you will be directed to the New Ticket page. If you are not logged in to Autotask, you will be required to enter your login credentials first. - If the ticket is created at the site level, the Company Name will be populated in the new Autotask ticket, and it will match the name of the Datto RMM site the ticket is created for.
If the ticket is created at the device level, both the Company Name and the Configuration Item details will be populated in the new Autotask ticket. The Company Name will match the name of the site that the Datto RMM device belongs to, and the Configuration Item will match the Datto RMM device. - Fill in any relevant fields.
For information on what to enter, click the question mark icon in the upper-right corner of the Autotask page. You will automatically be directed to the appropriate topic in the Autotask Help system. - Click Save.
- The new ticket will be listed in both Datto RMM and Autotask. Refer to Managing tickets - Legacy UI.
Edit a ticket
- Locate the ticket. Refer to Managing tickets - Legacy UI.
- Click the ticket number. The ticket will open in a new window in Autotask.
If you were already logged in to Autotask or single sign-on is configured for you, you will be directed to the ticket. If you are not logged in to Autotask, you will be required to enter your login credentials first. - Click Edit and update the ticket as required.
For information on what to enter, click the question mark icon in the upper-right corner of the Autotask page. You will automatically be directed to the appropriate topic in the Autotask Help system. - Click Save.
