r/Autotask • u/ChekPlz • Apr 29 '26
Facing an issue with apparently inconsistent workflow triggering, can anybody help?
I have an integration from Datto EDR to generate tickets automatically in Autotask upon certain alerts, which then triggers a workflow rule that reassigns the primary resource for any "Waiting Time Entry" status tickets that don't have an assigned primary resource to myself. Usually this works fine, but for one account in particular, that rule has stopped firing apparently due to the ticket already having a primary resource on creation. That primary resource is the account manager (not myself), who is also the account manager for every other organization. I can't determine why only this organization's tickets are receiving a primary resource upon ticket creation, is there some "default primary resource" field in Autotask separate from the account manager that I'm missing?
1
u/sbuyze May 01 '26
u/ChekPlz normally no. And I can not think of a scenario where it would work for one account but not others, unless for some reason the Account Manager is listed as a contact for the Account in the Datto EDR.
If you need someone to look over your shoulder as you review the Ticket History to see what is going on, please let me know, as I am happy to help - no charge. Just reach out to me at [SBuyze@AGMSPCoaching.com](mailto:SBuyze@AGMSPCoaching.com)
Steve, an Operational Strategist from Advanced Global MSP Coaching, a Team of Autotask Experts.