Autotask API Ticket Description Error on Ticket Update

Autotask API Ticket Description Error on Ticket Update

Sometimes Rocketship can’t update an Autotask Ticket. When this happens, the Autotask API returns an error. We usually log that error to the ticket. Example:

{
  "status": 37,
  "id": 67706,
  "httpCode": 500,
  "response": {
    "errors": [
      "String value exceeds maximum length (field:description).",
      "Error updating entity for record number [1]."
    ]
  }
}

Why this happens

Autotask has a hidden limit on the size of the Ticket.Description field.

  • The API enforces this limit.

  • The Autotask UI and email processor do not.

  • As a result, tickets can be created that the API later rejects.

How Rocketship helps

Rocketship can’t change this limit inside Autotask. But we can automatically correct descriptions when we detect the issue.

How to enable the fix

  1. Log in to the Admin Portal.

  2. Go to Account.

  3. Click Autotask.

  4. Turn on Fix Ticket Description.

What happens next

When enabled, Rocketship will adjust ticket descriptions that violate the limit so the update succeeds.


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