Handling Errors in Rocketship: Best Practices

Handling Errors in Rocketship: Best Practices

Rocketship can occasionally encounter errors across various modules like dispatching, scheduling, or appointment booking. Catching and resolving these quickly is essential, and Rocketship provides built-in workflows to help.

Example Error Scenario

In some cases, about 1 in 100 assignment attempts may not “stick,” even after three retry attempts. If this happens, the Scheduler may fail, potentially leading to SLA breaches.

Solution: Needs Help Workflow

When such errors occur, Rocketship triggers the Help – Ticket Needs Attention workflow, updating the ticket status for review. The status used is configurable under Rocketship > Admin Portal > Workflows > SYS Workflows.

Recommendation

To ensure no errors are overlooked, we recommend setting up a dashboard widget in Autotask that highlights tickets requiring attention. This proactive monitoring helps you quickly detect and resolve issues before SLA violations occur.

    • Related Articles

    • Forcing an Autotask Full Sync in Rocketship

      Per Datto’s best practices for Autotask integrations, we only “refresh” the dropdowns, etc., for queues, issues, subissues, etc., every few hours. You can instruct Rocketship to do a fresh faster if needed. Often, this is done if you are creating ...

    • Rocketship Ticket Insight Returns an Error

      You may see errors in the Ticket Insight in Autotask where Rocketship fails to read the ticket, as shown below.. The primary reason this occurs is that Rocketship does not “see” the ticket because its API user does not have the correct permissions. ...

    • Why can’t I add an Autotask Resource to a Rocketship Team?

      You have created a Rocketship Team. In the Members field, you can’t find a Resource you’d like to add to that team. When adding a Resource to a ticket, Autotask requires a Resource+Resource Role be added. To best support that, every Rocketship Team ...

    • Restricting Access to Rocketship

      You may not want all of your team to have access to Rocketship. For example, perhaps you have a dedicated sales or accounting employee that does not schedule, or get scheduled, via the helpdesk. In Rocketship, access to screens and features is ...

    • Rocketship Background Jobs Schedule

      This KB documents the frequency of jobs that we run in the background. Autotask Synchronization This section highlights how often we synchronization with any changes made directly in Autotask (i.e., not in Rocketship). You can force a synchronization ...