--- title: Missing Autotask Entities in Memtime description: If your Datto Autotask entities like tickets, tasks, or roles are not showing up in Memtime, try these steps to fix the issue and adjust your settings: --- [Skip to content](https://knowledgebase.memtime.com/en/autotask-entities-missing-in-memtime#main-content) - [English](https://knowledgebase.memtime.com/en/autotask-entities-missing-in-memtime) - [Deutsch](https://knowledgebase.memtime.com/de/fehlende-autotask-entitäten-in-memtime) - [Español](https://knowledgebase.memtime.com/es/entidades-de-autotask-que-no-aparecen-en-memtime) English Show submenu for translations ![memtime-light-2x.png.png\]](https://knowledgebase.memtime.com/hs-fs/hubfs/memtime-light-2x.png.png?height=40&name=memtime-light-2x.png.png) Open main navigation Close main navigation - - [English](https://knowledgebase.memtime.com/en/autotask-entities-missing-in-memtime) - [Deutsch](https://knowledgebase.memtime.com/de/fehlende-autotask-entitäten-in-memtime) - [Español](https://knowledgebase.memtime.com/es/entidades-de-autotask-que-no-aparecen-en-memtime) English Show submenu for translations - [Go to memtime.com](https://www.memtime.com/) [Go to memtime.com](https://www.memtime.com/) Hi 🦥 How can we help you? - There are no suggestions because the search field is empty. 1. [Memtime Knowledge Base](https://knowledgebase.memtime.com/en?hsLang=en) 2. [🛠️ Troubleshooting](https://knowledgebase.memtime.com/en/%EF%B8%8F-troubleshooting?hsLang=en) 3. [Integrations](https://knowledgebase.memtime.com/en/%EF%B8%8F-troubleshooting?hsLang=en#integrations) # Missing Autotask Entities in Memtime ## If your Datto Autotask entities like tickets, tasks, or roles are not showing up in Memtime, try these steps to fix the issue and adjust your settings: ### How to Fix Missing Entities #### 1. Refresh the Entity List - Go to the Project Management tab in Memtime. - Click the Refresh button to update the list of imported tickets, tasks, and accounts. - New items created recently in Autotask will appear after refreshing. ![](https://knowledgebase.memtime.com/hs-fs/hubfs/refresh%20projects%20universal-png-1.png?width=476&height=247&name=refresh%20projects%20universal-png-1.png) #### 2. Check Import Settings - Open Menu (☰) → Connected Apps → Datto Autotask. - Verify that your import settings match your preferences. - If you change settings, refresh the Project Management tab again to apply changes. ![](https://knowledgebase.memtime.com/hs-fs/hubfs/image-png-Jul-17-2025-10-25-15-5693-AM.png?width=688&height=284&name=image-png-Jul-17-2025-10-25-15-5693-AM.png) #### 3. Refresh Role and Work Type Fields - Go to the Time Tracking tab and start creating a new time entry. - Use the refresh buttons next to Role and Work Type fields to manually update the lists. - This is helpful if you added new roles or work types in Autotask and want to see them immediately in Memtime. ![](https://knowledgebase.memtime.com/hs-fs/hubfs/image-png-Jul-17-2025-10-26-02-6203-AM.png?width=688&height=571&name=image-png-Jul-17-2025-10-26-02-6203-AM.png) #### 4. Reauthenticate with a Different Method - Depending on your Autotask user setup, the imported entities may vary. - If you authenticated with your full email, but some entities like Roles are still missing, you can try authenticating using only your Autotask username (without the domain). For example: - **Email:** name1@example.com - **Username:** name1 - Once you see which method shows the correct entities, you can always use it for future re-authentication. ![](https://knowledgebase.memtime.com/hs-fs/hubfs/image-png-Jul-17-2025-10-29-08-3001-AM.png?width=319&height=139&name=image-png-Jul-17-2025-10-29-08-3001-AM.png) If you follow these steps, your missing Autotask entities should appear in Memtime. 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