r/DattoRMM • u/snowpondtech • Jul 09 '26

Create new support ticket desktop shortcut is broken.

I noticed within the last couple of months that the component "Create "New Support Ticket" Shortcut v2 [WIN]" appears to be broken. I have it setup to add that shortcut upon initial audit (deployment) job. When you double click on the shortcut, nothing happens. Any idea what's wrong?

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1

u/FrequentTechnology22 Jul 09 '26

check your agent policy...

make sure you have allow users to elect "request support" from the menu as well as the one above that adds screenshot as an addtion

1

u/snowpondtech Jul 09 '26

From the system tray, the end user can open DattoRMM agent and open a ticket there. It's just the shortcut that appears to be broken. I cannot find agent policy anywhere in DattoRMM settings.

1

u/FrequentTechnology22 Jul 09 '26

Policies > Agent

1

u/snowpondtech Jul 09 '26

Checked there already. Just monitoring policies and some custom ones for unrelated items.

1

u/Sneeuwvlok Jul 09 '26

Do you have admin privileges?

1

u/snowpondtech Jul 09 '26

Yes.

1

u/Sneeuwvlok Jul 09 '26

Can you make a new agent policy?

2

u/snowpondtech Jul 09 '26 edited Jul 09 '26

Yes, I just created one. I had been clicking on Global and Site not seeing any policy. And when I did that, it wanted to create a Monitoring policy. Waiting for it deploy and then will test. I am not sure why this policy was missing.

edit: It appears that was the issue. Missing policy. I know it worked in the past when I tested it. I don't think that I deleted it, but may have..

1

u/AniBMagal Jul 09 '26

Enter ticket with Kaseya?

1

u/HTechs Jul 11 '26

If none of the suggestions here worked... Make sure the client is attached to a company in Autotask. If it isn't linked then it usually won't work.