Autotask device export fails, due to "the UDF [N-able N-central Device (ID, URI, Asset Tag)] does not exist"

Last Modified

Mon Jul 13 11:30 GMT 2020

Description

• When exporting a device to Autotask it fails due to:
  • The UDF [ N-able N-central Device Asset Tag] does not exist
  • Device Export Failed: Error while retrieving device with N-able N-central Device ID: xxxxxxxx

Environment

• N-able N-central
• PSA Integration

Solution

• This most likely caused by one of the required UDF's not being setup in Autotask correctly.
• Please perform the following:
  1. Add the three required User Defined Fields (UDF)
     • N-central Device ID
     • N-central Device URI
     • N-Central Device Asset Tag
       • NOTE: Ensure that the entries match exactly as they are case sensitive
  2. Ensure "Edit Protected Data" is enabled in Autotask
     • Under Admin > Resources/Users > Protected Data Permissions

• For more information on the PSA fields that are mapped with N-able N-central visit our Autotask and N-able N-central field mapping section:

  • https://documentation.n-able.com/N-central/userguide/Content/Administration/PSA_Integration/Autotask/PSA_Autotask_Field_Mapping.htm

• For Autotask information on Default security permissions and Assigning permission to view and edit protected data go to their Viewing protected data topic:

  • https://www.autotask.net/help/content/4_admin/1companysettings_users/resourcesusershr/security/ViewPermissionsProtectedUDFs.htm