Random Issue match contacts and account names

[Richard]

Hi

This morning, we are getting random issues matching the account and contract name to email. We are using the standard in build routines for creating tickets. The workflow has not been modified since we original setup MSP.

MSP Log :-

https://console.uk1.mspintegrations.com/#/email2at/advanced/history/173676363802796
https://console.uk1.mspintegrations.com/#/email2at/advanced/history/173676557607954

Can you help.

Thank you

[travis]

Hi @Richard

I see that no matching Autotask contact was located for the email that came into MSPintegrations.

In order for me to help uncover why the contact was not matched, can you please open the contact that should’ve been matched in your Autotask and send me the ID of that Contact?

Once I know the ID of the contact that should’ve matched, I will look at the properties using the API and help figure out why that contact was not returned when MSPintegrations searched.

Thanks!

[Richard]

Hi @travis

Thank you for coming back to me, I have investigated further.

The result MSPintegrations the contact was missing. Added website field on the account and it has automatically created the contact based on the account website. The account id is 29728423.

The result MSPintegrations as the same as above. Missing the website field on the account ID 29728545

Previously I though the standard workflow search the email address domain to attempting to resolve the account if the contact is not located.

Thank you, I think I may have wasted your time.

Kind Regards

Richard

[travis]

Hi @Richard

When MSPintegrations attempts to match an email address to a contact and an account in Autotask within the “Create Autotask Ticket” action step, it performs these steps:

1. Query Autotask for a contact with an exact-match email address
2. If no contact found, query Autotask for an account with an exact or partial match website
3. If no account found, assign the ticket to the default account

We publish a workflow diagram in our docs that might be helpful.

Within the MSPintegrations logs, you can click the (i) icon to the right of a step to see exactly what query was performed to Autotask. If you review the logs and click (i) next to each step that didn’t find a matching Autotask entity, that might also be helpful in your troubleshooting of this issue.

If you have further questions or feedback, please let me know.