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Autotask Inbound Integration

Create alerts in ilert from tickets in Autotask PSA.
With the ilert Autotask inbound integration, you can create alerts in ilert based on tickets from Autotask.

In Autotask: Create an API user

  1. 1.
    Sign in to Autotask and then go to Admin -> Resources (Users)
  1. 1.
    Click the New button and then navigate to New API User
  1. 1.
    In the First Name section, enter a first name eg. ilert
  2. 2.
    In the Last Name section, enter a last name eg. API
  3. 3.
    In the Email section, enter an email
  4. 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. 5.
    In the Integration Vendor section, choose ilert or your custom internal integration

In ilert: Create an Autotask alert source

  1. 1.
    Go to the "Alert sources" tab and click on "Create new alert source"
  1. 2.
    In the Name section, enter a name eg. ilert
  2. 3.
    In the Integration Type section, choose "Autotask"
  3. 4.
    In the Autotask Settings -> Username section, paste the API user username generated above
  4. 5.
    In the Autotask Settings -> Secret section, paste the API user secret generated above
  5. 6.
    select your desired escalation policy and click the Save button
  1. 7.
    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

  1. 1.
    Go to Autotask and then to Admin -> Extensions & Integrations
  1. 2.
    Click the Other Extensions & Tools panel and then click on the Extension Callout (Tickets) link
  1. 3.
    Click on New Extension Callout
  1. 4.
    In the Name section, enter a name eg. ilert
  2. 5.
    In the URL section, paste the Webhook URL that you generated in ilert
  3. 6.
    Ensure that Active is selected and click the Save & Close button

In Autotask: Create a Workflow Rule

  1. 1.
    Go to Autotask and then to Admin -> Workflow Rules
  1. 2.
    Click the New button
  1. 3.
    In the General -> Workflow Rule Name section, enter a name eg. ilert
  2. 4.
    Ensure that Active is selected
  3. 5.
    In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
  1. 6.
    Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
  2. 7.
    Click on the Save & Close button

Autotask Alert Lifecycle

When Autotask creates a ticket with status ...
... then an ilert alert ...
New or In Progress
is created
Complete or
Denied or
Waiting Customer or
Waiting Materials or
Scheduled or
Escalate or
Waiting Vendor or
Waiting Approval or
Waiting Dispatch or
Approved
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 ...
New or In Progress
does not exist
is created
Complete or
Denied or
Waiting Customer or
Waiting Materials or
Scheduled or
Escalate or
Waiting Vendor or
Waiting Approval or
Waiting Dispatch or
Approved
does not exist
will not be created and a
400 (bad request) error occurs
any other
does not exist
is created
New
exists
doesn't change
Complete or
Denied
exists
change status to Resolved if not already resolved
Waiting Customer or
In Progress or
Waiting Materials or
Scheduled or
Escalate or
Waiting Vendor or
Waiting Approval or
Waiting Dispatch or
Approved
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:
  1. 1.
    Go to Autotask and then to Admin -> Workflow Rules
  2. 2.
    In the General -> Workflow Rule Name section, enter a name eg. ilert (business hours)
  3. 3.
    Ensure that Active is selected
  4. 4.
    In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
  1. 5.
    In the Conditions section, select Status Equal to New.
  1. 6.
    Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
  2. 7.
    Click on the Save & New button
  1. 8.
    Enter a name eg. ilert (no business hours)
  2. 9.
    Ensure that Active is selected
  3. 10.
    In the Events -> CREATED/EDITED section, activate the Created by and the Edited by fields and choose Anyone
  1. 11.
    In the Conditions section, select Status Not equal to New.
  2. 12.
    Tick the Time Sensitive checkbox and select Outside Business Hours of.
  1. 13.
    Scroll down to the Actions panel and in the Then Execute Extension Callout section choose the iLert Callout that you created above
  2. 14.
    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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Autotask Integration
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Autotask Outbound Integration
Last modified 4d ago