Email Not Attaching to Ticket

Help & Questions
1

Hi @travis

I am getting a problem attaching email to a ticket on an existing workflow.

The error message is

An exception was encountered: Autotask returned an unexpected response to command [query]: {“queryResult”:{“ReturnCode”:-1,“EntityResults”:{},“EntityResultType”:“attachment”,“Errors”:{“ATWSError”:[{“Message”:“Unable to cast object of type ‘autotask.web.services.API.Attachment’ to type ‘autotask.web.services.API.ExternalVbApiEntity’.”}]},“EntityReturnInfoResults”:{}}}

MSPintegrations

Could you assist me

Thank you

2

Hi Richard,

Thank you for the history log link.

That error came from Autotask’s API, and it looks like a bug on their side. Does this happen each time, or is it only happening sometimes?

Can you replay that same email message (click the triangle in the top-right) and let me know if it works the second time? I suspect that error was a transient error, and retrying it might make it succeed.

Thanks for your help!

3

HI Travis

Thank you, unfortunately I have already rerun the email and it still happening. It only happening on this workflow currently. It happen this morning on 4 alerts being generate. Will continue to monitor the a few days.

Thank you

4

Hi @Richard

Actually, this may be an issue on our end (either a bug in our software of a configuration issue in your rule).

Do you mind if I replay this message a few more times today?

5

Hi

You can rerun the message for further testing. If possible can you rerun the ticket during 09:00 to 17:30 UK time.

Couple of other message log with the same issue.

https://console.uk1.mspintegrations.com/#/email2at/advanced/history/173683563907371
https://console.uk1.mspintegrations.com/#/email2at/advanced/history/173683563907369

Thank you