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Why can’t I add an Autotask Resource to a Rocketship Team?

You have created a Rocketship Team. In the Members field, you can’t find a Resource you’d like to add to that team.

When adding a Resource to a ticket, Autotask requires a Resource+Resource Role be added. To best support that, every Rocketship Team is assigned an Autotask Role.

Common reasons you won’t see the Resource you want to add to the Rocketship Team:

  • The Resource doesn’t have the correct Autotask Role. To fix, go to Autotask->Admin->Resources, Edit the Resource, and then add the Service Desk Role (via the last window) in the Resource’s “Associations” tab.
  • You added the Service Desk Role, but Rocketship has synced the update yet. In Rocketship Admin, go to Autotask Connection->Tools->Force Sync. Give the sync a few minutes to finish.
  • The Resource is inactive in Autotask.


In this webinar, Dustin Puryear, Autotask expert and MSP industry veteran, will show you how to set up Kanban boards in Autotask, integrate them with your workflow rules, and how to get the most out of them.

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