With the iLert Autotask integration, you can create incidents in iLert based on tickets from Autotask.

In Autotask: Create an API user

1. Sign in to Autotask and then go to Admin -> Resources (Users)

1. Click the New button and then navigate to New API User

1. In the First Name section, enter a first name eg. iLert

2. In the Last Name section, enter a last name eg. API

3. In the Email section, enter an email eg. support@ilert.com

4. 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.

5. In the Integration Vendor section, choose iLert or your custom internal integration

In iLert: Create an Autotask alert source

1. Go to the "Alert sources" tab and click on "Create new alert source"

1. In the Name section, enter a name eg. iLert

2. In the Integration Type section, choose "Autotask"

3. In the Autotask Settings -> Username section, paste the API user username generated above

4. In the Autotask Settings -> Secret section, paste the API user secret generated above

5. select your desired escalation policy and click the Save button

1. 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 Extension Callout

1. Go to Autotask and then to Admin -> Extensions & Integrations

1. Click the Other Extensions & Tools panel and then click on the Extension Callout (Tickets) link

1. Click on New Extension Callout

1. In the Name section, enter a name eg. iLert

2. In the URL section, paste the Webhook URL that you generated in iLert

3. Ensure that Active is selected and click the Save & Close button

In Autotask: Create Workflow Rule

1. Go to Autotask and then to Admin -> Workflow Rules

1. Click the New button

1. In the General -> Workflow Rule Name section, enter a name eg. iLert

2. Ensure that Active is selected

3. In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone

1. Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above

2. Click on the Save & Close button

FAQ

Will incidents in iLert be resolved automatically?

Yes, as soon as an Autotask Ticket is completed, the incident 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 incident messages?

No.