Uptime & Heartbeat Monitors
Integrations
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. 1.
    In the Name section, enter a name eg. iLert
  2. 2.
    In the Integration Type section, choose "Autotask"
  3. 3.
    In the Autotask Settings -> Username section, paste the API user username generated above
  4. 4.
    In the Autotask Settings -> Secret section, paste the API user secret generated above
  5. 5.
    select your desired escalation policy and click the Save button
  1. 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. 1.
    Go to Autotask and then to Admin -> Extensions & Integrations
  1. 1.
    Click the Other Extensions & Tools panel and then click on the Extension Callout (Tickets) link
  1. 1.
    Click on New Extension Callout
  1. 1.
    In the Name section, enter a name eg. iLert
  2. 2.
    In the URL section, paste the Webhook URL that you generated in iLert
  3. 3.
    Ensure that Active is selected and click the Save & Close button

In Autotask: Create Workflow Rule

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

Autotask Alert Lifecycle

When I create an Autotask ticket with status...
...then an iLert Alert...
New
is created
In Progress
is created
Any other
is created
Complete or Denied
will not be created and a
400 (bad request) error occurs
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
When I update an Autotask ticket with status...
...and the iLert alert...
...then the/an iLert Alert...
New
does not exist
is created
Complete or Denied
does not exist
will not be created and a
400 (bad request) error occurs
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
In Progress
does not exist
is created
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
exists
doesn't change

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.
Last modified 2mo ago