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.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
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
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.
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.

Autotask ticket priority	ilert alert priority
1 - Low	Low
2 - High 3 - Medium 4 - Critical	High

Integrations - Previous

Autotask Integration

Autotask Outbound Integration

Last modified 3mo ago

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 Approva`l 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 Approva`l 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