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How Do I Set up an Autotask Integration with My Datto Device?

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Question

How do I set up an Autotask integration with my Datto device?

Environment

  • Datto SIRIS
  • Datto ALTO
  • Datto NAS
  • Autotask PSA

Answer

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.

This article contains setup instructions for Autotask PSA 1.0. Click here for setup instructions for Autotask PSA 2.0 (version 2018.1 and up).

Prerequisites

Before starting, ensure the following prerequisites are met:

  • You have an Administrator security level in Autotask PSA.
  • You have access to the credentials of an Autotask PSA user account with a security level of API User. This will be used as a sync account for the integration.
  • configuration item type is set up for Datto in Autotask PSA.

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.

Companies and Accounts

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

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 & Settings.

 

Figure 1: Select Features & Settings

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

Figure 2: Select Configuration item types

After the data populates, click on New Configuration Item Type. Give the item a name. Check the Active box. Then, click Save and Close.

Figure 3: Create the configuration item

Service Desk Queue

Each device needs to have an Active Queue, Issue Type, and Sub-Issue Type 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.

Figure 4: Log into the partner portal

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

Figure 5: Click Autotask

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

Complete the Billing Code Type, Billing Code 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.

Billing Code Type and Billing Code Name are fields used in ticket creation, as well as configuration item creation.

A list of the devices in your fleet will populate. Select the device you want to configure. In the Company field, enter the name of the company with which you want to associate the device. When associating devices, use the company names you created in Autotask.

As you enter the name, a drop-down like the one shown in the above example will appear. 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. When completed, click Save.

Figure 6: Select the device to configure

The UI will save any changes you make on this screen. 

Figure 7: The device assigned to a company. 

Configuring alerts

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.

You must have an email address added to the Device Email alerts section of the partner portal in order to receive alerts. To add your email:

  • Select Status in the Datto Partner Portal drop-down menu, and then choose BCDR Status.
  • Choose the device from which you wish to receive alerts
  • Click Device Alerts on that device's information page.

See this article for more information on configuring device alerts. 

If device alerts are left blank, you will not receive alerts from those devices through the Autotask integration.
Figure 8: Configure device email alerts

The Ticket Configuration fields should match the values defined by your Autotask Administrator. As a best practice, select General allocation code. This represents work types in your Autotask database. For Device/Product, as a best practice, select Material Cost Code and Hardware. After you set these values, you can click Send Test Ticket to verify that the settings work.  


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