The first is: looks like we got no XML document got the first few 3 days ago, then another 2 days ago, and then dozens last night.
Example:https://console.mspintegrations.com/email2at/advanced/history/1765423093222002vmrv
The second, which only started last night and also had dozens (immediately following the no XML errors) is simply ‘Not Found’
Example:https://console.mspintegrations.com/email2at/advanced/history/1765424833943002zxiz
This happened between 1014 and 1024pm last night… strangely, the API history in AT doesn’t even show these calls. Earlier steps in the ticket processing were able to query the API and return data, and then failed in later steps, so i would expect to see some calls being logged:
These errors are caused when Autotask is offline, as Autotask has been a number of times for pre-planned maintenance over the past few weeks.
We did recently add logic to MSPintegrations to elegantly handle outages from Autotask, but that is apparently not working in every circumstance. Thanks for providing the examples - we’re going to review the specifics and ensure the system works as intended the next time Autotask is unavailable.
When this is working as designed, you’ll see your MSPintegrations emails pause mid-way through until Autotask is available, and then they’ll pick right up where they left off.
Just adding to the topic as it does look like AT was offline last night… i also received about 7 or 8 warnings about no XML document.
Here are a few IDs, just in case you need multiple examples:
(id 1771902856176000wws4)
(id 1771902871795000wwyv)
(id 1771903249610000x0gk)
Thanks, all, for continuing to report these. We’ve reviewed each and identified a few more edge-cases of how Autotask acts when it’s offline. It’s challenging to test these until Autotask is offline again, so we’ll push these updates and then wait and see if anything else falls through the cracks.
You are the best! Thanks for your support in pointing these out!
