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.
  
  

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.

  
  

  

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.

  
  

  

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.