Hi @rakhtar91 

To help us have more context, post these screenshots:

• how your Zap steps are outlined and configured in EDIT mode
• encountered error

Hello, thank you for getting back to me. Currently it’s pretty simple,

Step 1: New contact in Autotask 

Step 2: Create Contact in Hubspot 

I’ve attach a screenshot of what I get currently. 

@rakhtar91 

Check your Zap app connection here: https://zapier.com/app/connections

You may need to try reaching out to Autotask Support for help with their Zap app integration:

https://ww1.autotask.net/help/Content/KB_Autotask/Integrations/KB370000000465.html

I’ve reached out to AutoTask initially, I managed to get my API systems picking up data in another zap with “update contact” but when I pick “New contact” there’s an issue.

I can show you that zap if you want? 

Connect shows as fine 

@rakhtar91 

You can try opening a ticket with Zapier Support: https://zapier.com/app/get-help

I’m currently using a free plan which isn’t letting open a ticket unfortunately. I would like to purchase a plan eventually but I don’t want to pay for something if it’s not working for the free plan if that makes sense. 

@rakhtar91 

Try creating a new Zap.

Try removing, then reconnecting the Autotask Zap app account.

Hello,

Just did this and it still doesn’t work unfortunately.

Any one can help with this? 

@rakhtar91 

You may want to try working with Autotask Support to explore the use of a webhook event for new contacts.

Zap trigger: Webhook - Catch Hook

This will generate a unique webhook URL to configure in Autotask.

Hi Troy - I managed to resolve it 

@rakhtar91 

Care to share how your resolved it for others that may come across this topic?

Had a play with some Zapier settings and it seemed to work after. Not sure exactly which setting fixed it to be honest. 

Hi @rakhtar91,

It’s nice to know that your Zap is working now as intended. We would love to see how you did it so other members can quickly return to this thread in case they encounter the same error message you experienced.
 

Yes, it would have been nice, because I have this problem. I can’t figure out what Zapier settings may have affected it for you @rakhtar91 . It seems to be a data volume issue. I have an old test Zap based on the Autotask Contact Update trigger that works in real life, but if I run it in test mode it fails. This means you I can’t add any new Zaps, or even edit this one, because it needs to run a test to get a sample record.

Autotask (Kaseya) tech. support have asked me:
1. What is the URL address that the integration is sending this call to
2. The name of the API User the integration is connecting / making this call with
3. If it is using SOAP we will need the XML call and response that generated this error in xml format.  Please attach it as a .txt file to your email response.
4. If it is using REST can you provide that full call as well. You can also provide me with the API Action in JSON you are using if applicable (Post, Get, Delete, Patch, etc.)

As far as I know #3 and #4 is in their hands, they wrote the connector.
I can tell them #2.
I have no idea how to find out #1 (anybody?) but I suspect it is a delaying tactic, having me try a bunch of unrelated stuff instead of actually looking into it themselves.

 

Hi there @Total ETO,

I did some digging into this, and it seems like the error of “The app did not respond in-time. It may or may not have completed successfully.” is a known bug with the Autotask integration. Our team is aware of the issue and we're working with Autotask on a fix. I've added your email address as another affected user and I also added @rakhtar91. That does a few things:

• Bring this to the attention of the integration developers
• Help track and prioritize fixes
• Allows us to notify you via email if/when this is fixed

Unfortunately, I do not have an ETA, but I’ve added you to the list of users affected by this issue so we can let you know as soon as we have any updates.

Hopefully, this helps.

I had a ticket open with Autotask. The technician seemed to be trying some reasonable things, the questions asked were apparently an effort to use Postman to investigate the problem. But he didn’t acknowledge that it is a known issue.
The ticket got closed because when I tried again the following day it worked.
I think that’s why @rakhtar91 can’t remember what fixed it. Like him/her I also tried changing various things, I don’t think any of them fixed it. In my case, I came in the next morning, disabled a user-defined field in the Contact entity in Autotask, tried again and it worked. I re-enabled the UDF and it still worked. So I think the fix was “coming in the next morning”.