Rocketship Ticket Insight Returns an Error

You may see errors in the Ticket Insight in Autotask where Rocketship fails to read the ticket, as shown below.. The primary reason this occurs is that Rocketship does not “see” the ticket because its API user does not have the correct permissions. Most often, you have restricted permissions using Autotask Line of Business (LOB) units and not given Rocketship access to the correct LOBs.

In the screenshot for the API User, you can see that only some LOBs are included in the permissions. By adding all of the LOBs, Rocketship was able to see the ticket and the error went away.