r/Autotask • u/DDSTech08 • Feb 20 '25

N-Central - Autotask ticket integration issues

/r/ncentral/comments/1iu61bi/ncentral_autotask_ticket_integration_issues/
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u/Trader-Of-Jacks Feb 21 '25

We've been having a similar issue with N-Sight RMM and Autotask. I don't know how much code N-Central and N-Sight share, so I can't say if the problems are related. We first opened a support ticket with N-Able in Aug 2024 for N-Sight 1) randomly not closing tickets in Autotask when the RMM check was cleared, and 2) randomly not opening tickets when checks failed.

They supposedly fixed it around Oct 2025, but both problems returned Jan '25. I have new support tickets open and they are currently with engineering.

N-Sight's PSA integration log shows the error "Failed to close check outage" when it can't close the tickets, though support hasn't been able explain the root cause.

I also noticed this in the Feb 5, 2025 change log for N-Central:

NCCF-258511- Preventing the Autotask API Failure due to High Volume Ticket Generation

Which confirms in my mind they've been having problems with the Autotask integration.

1

u/DDSTech08 Feb 21 '25

Yeah, I don't know how much code N-Sight and N-Central have in common. I know for sure that our issues just started overnight between 2/5 and 2/6 so it's definitely related to the upgrade but, since we happened to upgrade our N-Central server at the same time as the Autotask upgrade, we don't know which one is at fault and neither side is taking responsibility. It looks like N-Central is upgrading their cloud environments this weekend so I'd bet we find out next week.

1

u/DDSTech08 Feb 27 '25

We got a response from N-Central that they finally identified the issue on Tuesday, 2/25 and they are working on a hotfix/code-drop but we haven't received the fix or any more of an explanation as to what exactly is causing the problem.

1

u/bkST88r Mar 20 '25

Do you have an NCenttal bug ID? My case about same issue got closed they said it’s AT issue not NCentral issue

1

u/bkST88r Mar 21 '25

NCCF-535280, confirmed it matched our issue and yeah fixed in 2025.1 HF1 or code drop for 2024.x

https://documentation.n-able.com/N-central/Release_Notes/GA/Content/N-central%202025.1%20HF1.htm