Autotask Setup Guide

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Scope

This article explains how to configure and use the Autotask integration with your Datto devices. The Autotask integration allows a Datto appliance to create tickets in your environment from alerts.

Prerequisites

Before starting, ensure that your Autotask setup has the following criteria in place:

  • A user account with administrator credentials for the Datto appliance to use to access your Autotask environment.
  • A configuration type in your Autotask environment for Datto to use for devices.

Device Setup

When your Datto appliance generates an alert, Datto's Autotask integration can open a ticket on your service board.

For a device or an agent alert to create a ticket, you must first set an email address for that type of alert. An email address is what tells the device to raise alert messages. See Configuring Alerts In The Partner Portal and Configuring Alerts In The Remote Web for information about setting up these alerts. Later in the setup, you can decide if you want to actually receive emails, but having one in place is necessary for the alerting process to begin.

Datto appliances do not raise service board tickets for screenshot alerts.

Autotask Essentials

Companies and Accounts

For the Datto API to create tickets, you will need to make sure you have an account in Autotask for each end-user company that you plan to link Datto devices to.

If you need an account set up for an end-user company, contact your Autotask administrator. Datto Technical Support is not able to create accounts in your environment.

Create a Configuration Type

You will also need a special configuration item to add the devices to. Datto recommends that you create a new configuration item for this purpose.

Your Autotask administrator might substitute the word "Configuration" for a different term in your environment, such as "Asset." Check with your administrator if you are unsure.

To create a new configuration type, hover your mouse over the Autotask icon in the upper right-hand corner. In the flyout, hover over Admin, and then click on Features and Settings.

Once you are on the Features and Settings page, expand the Configuration Items box, and then click on Configuration Item Types.

When the Configuration Item Types populate, click on New Configuration Item Type. Give the item a name. Check the Active box. Then, click Save and Close.

Service Desk Queue

Each device needs to have an Active Queue, Issue Type and Sub-Issue Type in order for tickets to generate in Autotask. You can use a preexisting service queue if it has these criteria marked as active. You can configure this in the Features and Settings page.

Contact your Autotask administrator for help with setting up a service queue.

Configure the Partner Portal

Log into the Partner Portal with an administrator account.

Hover over the Admin menu, and click on Integrations. When the page loads, click on the Autotask tab.

If this is your first time setting up an Autotask integration, you will see a username and password field. Enter the credentials of an Autotask user with administrator credentials.

Complete the Billing Type, Billing Name and Configuration Type drop-downs in both columns. For the Configuration Type drop-down, use the configuration item type you created earlier. Click Submit.

A list of the devices in your fleet will populate. Select the device you want to configure.

Once you select a device, enter the name of the company you want to associate it with in the Company field. When associating devices, use the company names you created in your Autotask. As you enter the company name, a drop-down like the one shown in the above example will appear.

When entering the company name, be sure to type in the name of the company. Click on the company in the drop-down to select it. If the drop-down does not populate, clear the field, and type the company name again.

Click Save.

The fields shown in the above screenshot will populate. The UI will save any changes that you make here.

The Alerts categories allow you to define where the integration should send each type of alert. There are three options for each alert type:

  • Email: This setting will send the alert via email, but it will not create a ticket in Autotask.
  • Autotask: This setting creates a ticket in Autotask, but it will not send an email.
  • Both: This setting creates a ticket in Autotask, and sends an email to the address you specify.

The Ticket Configuration fields should match the values defined by your Autotask Administrator. After you set these values, you can click Send Test Ticket to verify that the settings work.


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