ATES Feedback Received: Ticket Creation Failed. [26]

Explanation This usually means that the Add Ticket Email Service (ATES) is configured incorrectly in Autotask. Resolution Confirm that ATES is set correctly in Autotask by following the steps below: Open a web browser, and navigate to your Autotask account here: ww1.autotask.net Sign in to your Autotask account, select the Autotask icon in the upper-left […]

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How Does The Autotask Add Ticket Email Service (ATES) Work?

ATES Autotask’s Add Ticket Email Service (ATES) receives emails to addticket@autotask.net and turns them into tickets. XML Token Since all Autotask instances share this single inbound email address, all inbound messages sent to ATES require an XML token to designate the Autotask instance for which the message is intended. Example XML Token: <Autotask> <ID name=”DOMAIN-NAME.COM”/> <PW […]

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How Do I Setup Reflexion To Work With Email2AT Classic?

Reflexion Reflexion is a hosted anti-spam company and is quite popular among managed services providers. To enable Reflexion services on a domain, the MSP redirects the DNS MX record for the domain to Reflexion’s mailhost. Reflexion then receives all mail for the domain, filters for spam, and forwards non-spam to the mail server for the […]

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Is Email2AT Classic Compatible With TaskFire?

Simply put… Yes. To create an Inbound Address for your TaskFire customer (such as support@mycustomerdomain.com), create a specific Email2AT Classic Inbound Address for that customer (set the “Account” pull-down to be the Autotask account for that customer). Then, create a new workflow rule in Autotask which sends any new Tickets created by Email2AT for that […]

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Sometimes Tickets Are Created For The Wrong Account. Why?

Sometimes Tickets are created for the wrong account. How does Email2AT determine which account gets a new Ticket? Email2AT Classic works through the following rules to determine how to route the ticket: If there is a Ticket Number in the subject line of the email, Email2AT will verify that the Ticket Number is valid. If it […]

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Autotask Is Sending Us Two Notifications Everytime. Why?

We’ve setup a workflow rule to notify us every time our customer sends a reply to a ticket notification, but Autotask is sending us two notifications every time. Why? When Email2AT Classic receives an email which includes a valid ticket number in the subject line, instead of creating a new ticket, a note is added […]

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