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 N-sight RMM Dashboard. 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 N-sight RMM Dashboard. Click the icon to display details of the issues and any suggested resolutions.

What happens when I delete a Client or Device on the N-sight RMM Dashboard or PSA?

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

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

Only notes added using Dashboard 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 N-sight RMM Dashboard into Autotask to generate tickets?

You must first map the N-sight RMM Dashboard entities to their corresponding item in Autotask for tickets to be created against them.

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

The N-sight RMM Dashboard 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 N-sight RMM Dashboard. For instructions to configuring this setting, see Windows Virtual Machines.