Autotask: How to Enable Ticket Creation

Summary

How to enable ticket creation or ticket sync for a policy in Autotask. For additional information, view our detailed product page here.

Step-by-step: Turn On Ticket Sync

1. Open Integrations

   • In Datto RMM, go to Setup (left-hand side) → Integrations dropdown.

   • Select Autotask.

2. Enable Ticket Sync

   • On the Autotask integration page, scroll down to find Enable Ticket Sync and toggle it ON.

   • The toggle is saved automatically — you do not need to click Save for the toggle itself.

3. Enable Ticket Creation for Specific Policies

   • From the left menu, select Policies → Monitoring.

   • Pick the policy you want to enable ticket creation for and click Edit.

   • Scroll down to the Create a ticket setting and turn that toggle ON.

   • Save the policy.

Quick verification (after enabling)

• Create or trigger a test alert in Datto RMM for a device governed by the edited policy.

• Confirm a ticket is created in Autotask and that:

  • It’s placed in the Queue you set.

  • Priority, Issue, Sub-Issue, Work Type match your defaults.

  • Notes appear with the correct Note Type and publish visibility.

Best practices

• Keep Enable Ticket Sync = OFF while you configure mappings and policies. Turn it ON only after you’ve saved and verified settings.

• Perform a test alert after enabling sync to confirm everything is working before leaving it live.

• Review mappings after each Datto RMM release — new monitor types may be added and default to the Monitoring Alert queue until you map them.

• Document which policies have Create a ticket enabled so you don’t unexpectedly generate tickets.

Rollback / Disable

• To stop ticket creation immediately: go to Setup → Integrations → Autotask and toggle Enable Ticket Sync to OFF.

• To disable a specific policy: Policies → Monitoring → Edit policy → turn off Create a ticket and save.