Autotask Inbound Integration
The ilert Autotask integration helps you to easily connect ilert with Autotask.
Datto's Autotask Professional Services Automation (PSA) is a powerful and intuitive cloud-based PSA platform providing a singular view of the entire business — enabling MSPs to centralize business operations and make data-driven decisions to improve service, productivity, and profitability. With the ilert's Autotask integration, you can create alerts in ilert based on tickets from Autotask.
In Autotask: Create an API user
Sign in to Autotask and then go to Admin -> Resources (Users)
Click the New button and then navigate to New API User
In the First Name section, enter a first name eg. ilert
In the Last Name section, enter a last name eg. API
In the Email section, enter an email
Click the Generate key button to generate a username and then the Generate Secret button to generate a password. You will need Username and Secret below when setting up the alert source.
In the Integration Vendor section, choose iLert - Alerts
Please make sure that the Integration Vendor is selected properly.
In ilert: Create an Autotask alert source
Go to the "Alert sources" tab and click on "Create new alert source"
In the Name section, enter a name eg. ilert
In the Integration Type section, choose "Autotask"
In the Autotask Settings -> Username section, paste the API user username generated above
In the Autotask Settings -> Secret section, paste the API user secret generated above
Select your desired escalation policy and click the Save button
On the next page, a Webhook URL is generated. You will need this URL below when setting up the extension callout in Autotask.
In Autotask: Create an Extension Callout
Go to Autotask and then to Admin -> Extensions & Integrations
Click the Other Extensions & Tools panel and then click on the Extension Callout (Tickets) link
Click on New Extension Callout
In the Name section, enter a name eg. ilert
In the URL section, paste the Webhook URL that you generated in ilert
Ensure that Active is selected and click the Save & Close button
In Autotask: Create a Workflow Rule
Go to Autotask and then to Admin -> Workflow Rules
Click the New button
In the General -> Workflow Rule Name section, enter a name eg. ilert
Ensure that Active is selected
In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
Click on the Save & Close button
Autotask Alert Lifecycle
When Autotask creates a ticket with status ... | ... then an ilert alert ... |
| is created |
| will not be created and a 400 (bad request) error occurs |
any other status | is created |
When Autotask updates a ticket with status ... | ... and the ilert alert ... | ... then the/an ilert alert ... |
| does not exist | is created |
| does not exist | will not be created and a 400 (bad request) error occurs |
any other | does not exist | is created |
| exists | doesn't change |
| exists | change status to Resolved if not already resolved |
| exists | change status to Accepted if not already accepted |
any other status | exists | doesn't change |
Mapping Autotask ticket priority to ilert alert priority
Autotask ticket priority | ilert alert priority |
---|---|
1 - Low | Low |
2 - High 3 - Medium 4 - Critical | High |
Bidirectional alert synchronisation
When providing credentials you may choose to activate bidirectional mode on the Autotask ticket source. This will cause your alert source to be automatically linked with an outbound connector and alert action. This way status changes to ilert alerts will synchronize to Autotask ticket.
When saving the Autotask alert source with bidirectional setting enabled, it will automatically create an outbound connector for you and take you to the creation page of the necessary alert action, please make sure to continue with the setup of the action to finish your bidirectional alert source setup.
Setting up multi workflows in Autotask
To use Autotask workflows combined with holiday calendars to manage on-call availability, you will need to set up following 2 workflows:
Go to Autotask and then to Admin -> Workflow Rules
In the General -> Workflow Rule Name section, enter a name eg. ilert (business hours)
Ensure that Active is selected
In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
In the Conditions section, select Status Equal to New.
Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
Click on the Save & New button
Enter a name eg. ilert (no business hours)
Ensure that Active is selected
In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
In the Conditions section, select Status Not equal to New.
Tick the Time Sensitive checkbox and select Outside Business Hours of.
Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
Click on the Save & New button
FAQ
Will alerts in ilert be resolved automatically?
Yes, as soon as an Autotask Ticket is completed, the alert in ilert will be resolved automatically.
Can I connect Autotask with multiple alert sources from ilert?
Yes, simply create more Extension Callouts in Autotask.
Can I customize the alert messages?
No.
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