Handling Errors in Rocketship: Best Practices

Rocketship can occasionally encounter errors across various modules like dispatching, scheduling, or appointment booking. Catching and resolving these quickly is essential, and Rocketship provides built-in workflows to help.

Example Error Scenario

In some cases, about 1 in 100 assignment attempts may not “stick,” even after three retry attempts. If this happens, the Scheduler may fail, potentially leading to SLA breaches.

Solution: Needs Help Workflow

When such errors occur, Rocketship triggers the Help – Ticket Needs Attention workflow, updating the ticket status for review. The status used is configurable under Rocketship > Admin Portal > Workflows > SYS Workflows.

Recommendation

To ensure no errors are overlooked, we recommend setting up a dashboard widget in Autotask that highlights tickets requiring attention. This proactive monitoring helps you quickly detect and resolve issues before SLA violations occur.