Integrating with Autotask

• Overview
• Setting up Autotask for integration
• How to get here in the Web Console?
• Service Ticket in Autotask
• Troubleshooting Tips
• Limitations

Overview

integrates with Autotask to create Service Tickets in Autotask when, for example,a backup or a restore fails in the backup server.

Setting up Autotask for integration

The first step for integrating with Autotask is to set up the user permissions in Autotask to allow to access the Autotask APIs to post the data. To reach Resource Management page in Autotask click on Admin->Employees/Resources->Right Click On Respective User->Edit Resource. On this page,

• You can change the login password.
• You can change the security levels.
• You can Lock/Unlock the user.
• You will determine which of your own internal resources will have access to the various functions of the Partner Portal.

The following outsourcing security levels are available:

• None: No access to any outsourcing functions or views.

• Allow Outsourcing: Ability to outsource tickets. No access to Dashboard.

• Allow Partner Management: Ability to outsource tickets, accept or decline tickets, view Dashboard, and manage partners.

• Allow All: Ability to outsource tickets, view dashboard, manage partners, accept or decline tickets, and view financial information. Think of users with this permission set as "outsource administrators."

How to get here in the Web Console?
  In the top menu, select: "Settings->Third Party Apps configuration"".

Here are the steps to integrate Backup Server with a Autotask site:

Step 1:

Log into the backup server web console. Click on the menu Settings -> Third Party Apps configuration.

Step 2:

Select the Enable check box and select Autotask from the application drop down box and click save.

Step 3:

Enter the Autotask authentication credential details. Once you have entered the details, click on the Verify button.

Note Please make sure you enter just the site name in Webservice URL. Like for example 'webservices.autotask.net' and URI is always just the 'autotask.net'

If the credentials are correct, it will authenticate with the Autotask Site and show a successful confirmation. Click on Save to save the authentication details.

Step 4:

Select the modules for which you want the backup server to create Service Tickets in Autotask. By default, will send service tickets for the following cases:

• Backup – Creates a service ticket when a backup fails.
• Restore - Create a service ticket when a restore fails.
• Replication - Create a service ticket when a replication fails.
• Disk Usage - Create a service ticket if the used space exceeds the allotted space or reaches 80% of allotted space at server, customer or client level.
• License - Create a service ticket when there is shortage in available MCALs for next month at server level or if the trial period for a client expires.

  

Step 5:

Next, the wizard will take you a page where you need to map the Customers to a Autotask Accounts. All failures for backups/clients under a customer will be created as Service Tickets in Autotask under the corresponding Account.

Click on the Fetch account details from Autotask for the backup server to first fetch all the Accounts from Autotask. Those will then be listed in the dropdown. Then for each of the Customer, select a Autotask Account. You can also select a Default Autotask Account Name under which Service Tickets will be created if there is no mapped Autotask Name for a Customer or for events that are produce at server level (not associated with a specific customer).

That's it! backup server is now configured to contact the Autotask site to create Service Tickets as and when the failed events or alerts are raised by .

Service Ticket in Autotask

Here is how the raises Service Tickets will look in Autotask application:

Troubleshooting Tips

	Mandatory fields SubIssueType/WorkType are missing?
Cause : Currently, will accept only the default fields when creating service ticket such as TicketID, AccountID, DueDateTime, Priority, QueueID, Status, Title and Description. If fields other than reported here are choosen as mandatory in AutoTask then will fail to create service ticket. Solution : To accept the mandatory fields like SubIssueType, IssueType and WorkType field when integrating with the AutoTask, we need to create a new ticket source and new rule in the AutoTask account. Please follow the below steps to create a new ticket source and new workflow rule suitable for integration with AutoTask. Steps to create new source: Log into your AutoTask with administrator account. Navigate the page to the top menu bar, select: "Admin -> Service desk (available in the left side panel) -> Ticket Sources(available by expanding the Service desk)" page. In this page, create a new source by clicking the "new" option and enter the source name as "SG Alert" [Case sensitive] and other entries as shown in the below image. Also please note that the source name should be "SG Alert" only. will work only with "SG Alert" as source name. Once after entering the values as shown in the screenshot save the new ticket source and close it. Steps to create new work flow rule: Log into your AutoTask with administrator account. Navigate the page to the top menu bar, select: "Admin" and when we mouse over "Admin" menu bar you will see a list of options. In this select "workflow rules" option. In this page, create a new workflow rule by choosing the "New" option and fill other entries by referring the below image. New rule condition should be "Source equalto SG Alert" and actions as per your wish for example you will select "X=your value" if your mandatory field is "X" like wise you will select all your mandatory fields using AND condition in actions section.

	Mandatory field Ticket Priority is missing?
Cause : As per the current design, the default ticket priority value will be ‘Medium’ so every service ticket will be created with ‘Priority’ value ‘Medium’. Solution : Log into your AutoTask with administrator account. Then navigate to the top menu bar, select: "Admin -> Service desk (available in the left side panel) -> Ticket Priorities(available by expanding the Service desk) page. Check whether the priority in the name of ‘Medium’[case sensitive] is available. If it is not available then create a new ticket priority by clicking ‘New’ button and enter priority name as ‘Medium’ with any sort order value but make sure whether ‘Active’ checkbox is enabled and finally save the changes.

Limitations