This usually means that the Add Ticket Email Service (ATES) is configured incorrectly in Autotask.


Confirm that ATES is set correctly in Autotask by following the steps below:

  1. Open a web browser, and navigate to your Autotask account here: ww1.autotask.net
  2. Sign in to your Autotask account, select the Autotask icon in the upper-left corner, and click on Admin.
  3. Expand the Application-Wide (Shared) Features section, then click on Incoming Email Processing.
  4. To check the configuration of an existing setup, click the 3 lines to the left of Add Ticket Email Service (ATES). For a new setup, click the + New icon to add the ATES service.

If everything is set correctly:

  • Add an email address to receive copies of failure messages (Notification Tab, bottom field)
  • Send a message through the system
  • See what the error message says when it is sent to the personal inbox