Datto Autotask FAQs

Are there any easily identifiable indicators of PSA problems outwith the outage or PSA ticket itself?

Problems experienced with the PSA integration are reported in the All Devices view. Go to Settings > PSA Integration > Issues or visit the Device’s Summary tab. For the original integration, the number of problems are indicated in the warning icon top right of the All Devices view. Click the icon to display details of the issues and any suggested resolutions.

What happens when I delete a Client or Device on the All Devices view or PSA?

Any N-sight RMM clients (Datto Autotask account) or devices (Datto Autotask products) deleted from the All Devices view raise a deleted device ticket in the PSA System. Any Datto Autotask accounts (N-sight RMM clients) or products (N-sight RMM devices) deleted from the PSA system are still displayed on the All Devices view but are recorded as unmapped.

Are notes added against the PSA ticket available in the N-sight RMM Notes reports?

Only notes added using All Devices view Notes are displayed in the Notes Reports. Any notes added to the PSA Ticket are not included.

Do I have to add the clients and devices from the All Devices view into Datto Autotask to generate tickets?

You must first map the All Devices view entities to their corresponding item in Datto Autotask for tickets to be created against them.

I configured Asset Tracking, but cannot see the Asset information in Datto Autotask for Virtual Machines.

N-sight RMM contains an option to allow asset information from Virtual Machines. Where this option is disabled, the asset scan will continue to run on Virtual Machines, but it will not upload their asset scan results to the All Devices view. For instructions to configuring this setting, see Windows Virtual Machines.