- Note that when tickets fail to create, they still make a ticket that gets put under the "0" account in PSA (the MSP's company. This is so that MSPs will still be notified a ticket was attempted to be created. Tickets failing and tickets created under the 0 account unexpectedly are often the same thing
- Is the device in question part of a site that is successfully mapped?
- Is the device synced successfully? (Note both the site mapping and device syncing need to be successful for tickets to sync.)
- Determine the source of the ticket? Where was the ticket supposed to come from?
- Alert
- End-User Ticket (via agent browser)
- Upon close of connection by MSP (via agent browser)
- Via WebRemote Autotask Ticket side-bar option
- If the source was supposed to be from an Alert or End-User – check which ticket attributes are set in their PSA integration settings
- Check their PSA instance via PSA provisioning - Are all of these ticket attributes active and present in their PSA account?
- Search the Device ID in Kibana – any errors?
- Search the Alert ID in Kibana (if ticket was supposed to be raised from alert) - any errors?
- If Kibana shows a sync error, does it reference any invalid IDs or elements in PSA? - Check those elements in their PSA account via PSA provisioning. A lot of ticket sync failures are a result of attempting to create the ticket in PSA and set fields to a certain value and that value was deleted or is inactive (Queue, Issue, Sub-Issue, Work Type, Contact, Role)
- Check the "Assigned resource for end-user tickets" field under site settings in the old UI. (Note this affects all tickets). Does this resource have the correct work types / roles assigned?