Ticket Creation Error of DueDateTime is Required

Overview

When attempting to create a ticket in Autotask, SaaS Alerts received an error message of “DueDateTime” “is required.; on record number [0]”

By default, Autotask PSA requires a due date and time to be set on each ticket. If your MSP has configured Autotask in a way where you are no longer setting this with a time offset automatically, SaaS Alerts will be unable to create a ticket in your instance without some modification.

Here is the official Autotask KB article for the Due Date configuration item.

There are two approaches to resolve this issue:

Option 1 - Configure an automatic due date and time offset for the Standard Ticket Category (or whichever Ticket Category you have chosen).

NOTE: Changing the setting for the Standard Ticket Category will impact all tickets created in that category, regardless of the source. This is a global setting, unrelated to SaaS Alerts. Use with caution.

1. Navigate to Admin -> Features & Settings.
   
   
   
   
   
   
2. Expand Service Desk (Tickets) and then click on Ticket Categories.
   
   
   
   
   
   
3. Edit the Standard ticket category (or the category you have set in SaaS Alerts).
   
   
   
   
   
   
4. Click on the Details tab.
   
   
   
   
   
   
   
5. Find the Due Date field, hover over the accordion and then click Edit.
   
   
   
   
   
   
6. Click on the pencil next to Due Date.
   
   
   
   
   
   
7. Both the Due Date and the Due Time require values. The Day field can be zero, or the Time field can be zero, but one must be populated with a positive value. In this screenshot, we have selected 1 day, no hours and no minutes. Configure based on your MSP’s SLA and business requirements. When done, click OK.
   
   
   
   
   
   
8. Click OK.
   
   
   
   
   
   
9. Click Save & Close.
   
   
   
   
   
   
10. Within SaaS Alerts, navigate to Settings->PSA & Email and click the Generate Test Events button. Generate a test event to ensure that tickets are creating successfully within Autotask PSA. Contact [e-mail] in the event that tickets are still failing to generate.
    
    
    
    
    

    Option 2 - Create a new Ticket Category with an automatic date and time offset and utilize this Ticket Category type in SaaS Alerts.

    
    
    Here is the official Autotask KB article regarding Categories.
    
    
            1.  Navigate to Admin -> Features & Settings.
    
    
    
    
          2. Expand Service Desk (Tickets) and then click on Ticket Categories.
    
    
    
    
          3. Click on +New to add a new Category.
    
    
    
    
          4. Provide a name for the new Ticket Category.
    
    
    
    
          5. Follow the instructions for Option 1 to set an automatic Due Date and Due Time, and come              back here when complete.
          6. Edit the Autotask PSA connection and select the newly created Ticket Category in the 3rd                  step of the wizard.
    
    
    
    
          7. Within SaaS Alerts, navigate to Settings->PSA & Email and click the Generate Test Events                  button. Generate a test event to ensure that tickets are creating successfully within Autotask              PSA. Contact [e-mail] in the event that tickets are still failing to generate.