Found out today that end user generated tickets via the labTech System Tray and not integrating into AutoTask. The Ticket Category assigned for user generated tickets is "Request for Help" which should go into our "L2 - Tech Support" queue via the AT Plugin > Ticket Category. When I try to search for the ticket via LTAlertID, LabTechID, or End Contact > Tickets, there is nothing. So the ticket is not making it to AutoTask. There are no errors that stand out (unsure where it would produce in AT or LabTech).
I cannot wait for 2-3 days for LabTech Support to get a Plugin specialist to reach back out to me on the issue and I came into a Company with no expertise in LabTech so I am blindly searching while balancing my current work load and taking my lunch to forum post.