Frequently Asked Questions
Unable to Download Ticket Attachments in Autotask
When you open an Autotask Ticket through Rocketship (using the “ticket” button), you might not be able to download attachments. This happens because of how Autotask’s JavaScript behaves when tickets are opened through their ExecuteCommand API. ...
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 ...
Does Rocketship integrate with Google Calendar?
Rocketship integrates with Microsoft Exchange Online through the Autotask Exchange Integration feature. At this time, Autotask does not provide a direct integration with Google Calendar. Some customers have reported success using third-party ...
Why can’t I see the Rocketship Ticket Insight in my Autotask tickets?
There are a number of reasons why you won’t be able to see Rocketship. This video covers most of the common reasons on why you may encounter issues. WATCH FULL VIDEO: <br>
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 ...
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 ...
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 ...
Troubleshooting API Throttling
This KB describes what API Throttling is and how to troubleshoot it. What is API Throttling If you get an email from Rocketship, or on-screen alert, that your API connection is being throttled, that means that Rocketship has detected that you may ...
Supporting 3rd Party Meeting Schedulers
Rocketship supports 3rd party Meeting Schedulers such as Calendly, FindTime, TimeZest, and others. Note, Rocketship does offer a Meeting Scheduler via the Fixed Appointment Scheduler. This Scheduler is tightly integrated into Rocketship, but it is ...
Setting Up SMTP Relaying in Rocketship
By default, Rocketship sends emails from our domain, using your helpdesk email as the Reply-To. Some customer email servers flag this as spam. If you see deliverability issues, you should enable SMTP Relaying. How It Works When you enable SMTP ...
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. ...
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 ...
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 ...
Popout Button Fails in Browser
You may find that the “popout” button in the Rocketship Workboard and Rocketship/CMD (i.e., the Ticket Insight widget) fails. You will know it has failed either because the popout window is blank or because it shows an error message. In this KB, we ...
Mass Accepting Service Calls During Onboarding
During the onboarding process, especially if you are using the SeaLevel/Pax8 Academy “pending acceptance” concept for Service Calls, you may need to mass accept the imported Service Calls we find during the onboarding process. That’s because some ...
How to track Rocketship’s Autotask API Activity
You can get a report of how many API calls Rocketship is making to your Autotask via the API Activity by Hour feature in Autotask: Please reach out to support to know more about your API limits. Log into Autotask as an Admin Click on ...
How to remove the Rocketship Autotask Widgets and Ticket Insights
In the KB Rocketship & Autotask Integration/Widget Integration, we added Rocketship to your Autotask dashboard and Ticket Insights. In this KB, we’ll undo that process. This is done via the Integration Center in Autotask. Open Autotask as an Admin Go ...
How to Manage Assigned Licenses
In Rocketship, for a user to use any feature of Rocketship they must be assigned a license. In this KB, we’ll walk you through how to manage license assignment. Log into Rocketship Admin Click on Users in the left sidebar Click the View icon on the ...
How to Clone a Ticket in Autotask
You may need to clone tickets in Autotask, whether for your own use or perhaps this is a request by Giant Rocketship’s support team when troubleshooting a support request. To clone a ticket, you can use the built-in tool for this provided by ...
How long does it take for Rocketship to show imported Service Calls?
Rocketship supports creates/updates/deletes of Service Calls by 3rd party software. This KB describe that interaction. How We Find 3rd Party Service Calls Service Calls creates/updates/deletes can come from one of three places: Rocketship Autotask ...
How Licensing Works
In Rocketship, we utilize a Per User billing model. We’ll answer several questions in this KB. Onboarding Period vs Post-Onboarding Initial Onboarding Period. During the 1st 30-days, all current and newly created Autotask Resources will automatically ...
How do I create a Feature Request?
You can create a Feature Request (FR) via the Feature Request form. This form is available directly as well as in both Rocketship Admin and in Rocketship Workboard. Direct. You can access the Feature Request form here. In Rocketship Admin. Click on: ...
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 ...
Global Exclusions
Global Exclusions let you exclude specific queues from Ticket Lifecycle automation. This includes SmartTag, SmartDispatch, and other Rocketship actions. If a ticket is in an excluded queue, Rocketship will ignore it. Common Use Cases Tickets waiting ...
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 ...
Enable Autotask Service Calls to show on Outlook Calendar
In this KB, we’ll walk you through the configuration needed to see Autotask Service Calls in your Outlook Calendar. How the Sync Works When Rocketship creates a Fixed Appointment or Next Activity, it will create the corresponding Autotask Service ...
Configuring How We Route Imported Autotask Service Calls
Rocketship is designed to “own” Service Calls for support agents. That said, there are times when Rocketship will import Service Calls from Autotask rather than being the source of those Service Calls in Autotask. When you manually create a Service ...
Can I migrate my Rocketship Settings to a new tenant?
Unfortunately, no, you can’t migrate from one tenant to another. To understand why, consider that we integrate with Autotask, and link to various Autotask entities and picklist items. When considering two Autotask tenants, the probability that the ...
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 ...
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 ...
Public IPs
Rocketship services may connect from the following IP addresses. If you restrict traffic by IP, please whitelist these: 3.12.205.248 3.131.184.155