Why Autotask Roles are Necessary and How to Fix Users without Roles

Why Autotask Roles are Necessary and How to Fix Users without Roles

In this KB, we describe why we don’t support users with no Autotask Roles and how to fix it.

Autotask Role Requirement

Because Autotask includes a billing module, it requires that you assign a Role to a Resource when they Resource is added to a Ticket or Task. This is how Autotask knows how to properly bill the work of that Resource. Because of this, Rocketship also requires that Rocketship users have an Autotask Role with their linked Autotask Resource.

How to Fix Users without Autotask Roles

To resolve an issue where you can’t use a Rocketship user, you need to add at least one active Autotask Role to their Autotask Resource. This is done in the Autotask user management screen.

Once done, you can wait for the daily Resource/Role sync from Rocketship, or you can force an early sync specific to Resource/Roles. Refer to the following KB for more details.

    • Related Articles

    • Troubleshooting Autotask Connections in Rocketship

      This article describes steps to take when the Autotask API connection fails. You will be alerted to Autotask API connections via Rocketship Admin, the Autotask Ticket Insights, and the WorkBoard when we are experiencing issues with your Autotask API ...

    • Autotask Returns: 500 Internal Server Error

      If you see an error logged to a ticket or log entry by Rocketship that includes “500 Internal Server Error” for Autotask, that generally means that Autotask rejected our API call due to an API violation. Data violation: This Role (Help Desk) cannot ...

    • 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 ...

    • 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 ...

    • Autotask Service Call Cleaner

      Rocketship has a tool to bulk close service calls. This tool is normally used by our support team when onboarding new customers, but is available to the client admin portal as well. The use case is that an Autotask user has used service calls in the ...