# Autotask Inbound Integration
[Datto's Autotask](https://www.datto.com/products/autotask-psa/) 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
1. Sign in to Autotask and then go to **Admin -> Resources (Users)**
2. Click the **New** button and then navigate to **New API User**
3. In the **First Name** section, enter a first name eg. ilert
4. In the **Last Name** section, enter a last name eg. API
5. In the **Email** section, enter an email
6. 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.
7. In the **Integration Vendor** section, choose **iLert - Alerts**
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{% hint style="warning" %}
Please make sure that the Integration Vendor is selected properly.
{% endhint %}
## In ilert: Create an Autotask alert source
1. Go to the "Alert sources" tab and click on "Create new alert source"
2. In the **Name** section, enter a name eg. ilert
3. In the **Integration Type** section, choose "Autotask"
4. In the **Autotask Settings -> Username** section, paste the API user username generated above
5. In the **Autotask Settings -> Secret** section, paste the API user secret generated above
6. Select your desired escalation policy and click the **Save** button
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. Go to Autotask and then to **Admin -> Extensions & Integrations**
2. Click the **Other Extensions & Tools** panel and then click on the **Extension Callout (Tickets)** link
3. Click on **New Extension Callout**
4. In the **Name** section, enter a name eg. ilert
5. In the **URL** section, paste the **Webhook URL** that you generated in ilert
6. Ensure that **Active** is selected and click the **Save & Close** button
## In Autotask: Create a Workflow Rule
1. Go to Autotask and then to **Admin -> Workflow Rules**
2. Click the **New** button
3. In the **General -> Workflow Rule Name** section, enter a name eg. ilert
4. Ensure that **Active** is selected
5. In the **Events -> CREATED/EDITED** section, activate the **Created by** and the **Edited by** fields and choose **Anyone**
6. Scroll down to the **Actions** panel and in the **Then Execute Extension Callout** section choose the **iLert Callout** that you created above
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. Go to Autotask and then to **Admin -> Workflow Rules**
2. In the **General -> Workflow Rule Name** section, enter a name eg. ilert (business hours)
3. Ensure that **Active** is selected
4. In the **Events -> CREATED/EDITED** section, activate the **Created by** and the **Edited by** fields and choose **Anyone**
5. In the **Conditions** section, select **Status Equal to New**.
6. Scroll down to the **Actions** panel and in the **Then Execute Extension Callout** section choose the **iLert Callout** that you created above
7. Click on the **Save & New** button
8. Enter a name eg. ilert (no business hours)
9. Ensure that **Active** is selected
10. In the **Events -> CREATED/EDITED** section, activate the **Created by** and the **Edited by** fields and choose **Anyone**
11. In the **Conditions** section, select **Status Not equal to New**.
12. Tick the **Time Sensitive** checkbox and select **Outside Business Hours of**.
13. Scroll down to the **Actions** panel and in the **Then Execute Extension Callout** section choose the **iLert Callout** that you created above
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.
## Related articles
{% content-ref url="../outbound-integrations/autotask" %}
[autotask](https://docs.ilert.com/integrations/outbound-integrations/autotask)
{% endcontent-ref %}
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