We utilize the co-managed feature in Autotask, so for some of our customers they have contacts who are also a comanaged resource.
Traditionally, our workflow rules key off of whether the ticket update was created by an external contact (email incoming from the outside) or an autotask resource (typically a resource on the inside using the GUI.). We have to exclude the API users from things where we check for autotask resource, since they are considered as such.
The problem that we are running into is with the co-managed folks. When using Create Autotask Ticket, MSPint is seeing that the incoming email is both a resource AND a contact.
Example: Ex1
This in turn sets the CreatedByResourceID instead of the CreatedByContactID
Even though the impersonation is on, because its setting it as created by the resource and not created by the contact, the ticket creator gets saved as the API:
For us, that means that the ticket creation email doesn’t go out to the end user
How are other people handling situations where email is received from resources (who are acting as end users in this case)?
My thought it that I probably have to not use the Create Autotask Ticket action in MspInt, and instead create the ticket manually and assign the contactid and createdbycontactid directly.