Autotask PSA: 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

Prerequisites

Before starting, ensure you have met the following prerequisites:

  • You have an Administrator Security Level in Autotask PSA.
  • You have access to the credentials of an Autotask PSA user account with an API User Security Level.
  • You have a valid email configured for both device alerts (in the Datto Partner Portal) and agent alerts (on the Datto device).
Datto Networking devices cannot be monitored or managed through Autotask PSA at this time.
Autotask PSA will not generate tickets from the device to your service board without valid emails entered for both device alerts and agent alerts. 
You can only connect one Datto reseller account to an instance of PSA.

Configure the Autotask integration in the Partner Portal

Configuration steps

1. Access the Datto Partner Portal by logging in with your account credentials.

2. From the top menu, select Admin, then choose Integrations from the drop-down menu.

mceclip0.pngFigure 1: The Partner Portal (click to enlarge)

3. Select Autotask in the options bar. 

mceclip1.pngFigure 2: The Integrations page (click to enlarge)

4. Enter the username and password of a Autotask PSA API User account, then click Authenticate.

mceclip2.pngFigure 3:  Autotask PSA authentication (click to enlarge)

You will be redirected to the Integrations/Autotask PSA page (Figure 4).

figure_4.pngFigure 4: The Autotask PSA Integration page (click to enlarge)

This page is made up of three sections that let you customize and manage the Autotask PSA Integration for all your Datto devices:

For more information about the advanced Datto integration, visit the following online PSA help article: The Advanced Datto BCDR Integration.

Authenticate

In this section of the Autotask PSA/Integration page, you will see the following:

(A)The username you entered for authentication in a greyed-out box.

(B) You will also see a button to enable or disable the Autotask Integration.  

mceclip0.pngFigure 5: The Authenticate section (click to enlarge)

Autotask PSA offers an API User (API-only) Security Level for integration developers. The security level provides full System Administrator access to Autotask PSA modules, features, and data via the Autotask Web Services API, with no access to the Autotask user interface.

Datto recommends you utilize an API username and password and remove the ability to expire a password.

Default settings

Ticket category

A ticket category determines the layout of the Ticket Detail and New/Edit Ticket pages, shows you the available fields, and informs you of the available picklist options.

You can choose any available category from the Ticket Category drop-down (Figure 6). The ticket settings will automatically populate based on the category selected.

mceclip1.pngFigure 6: The Ticket Category section (click to enlarge)

The Datto Alert ticket category is created automatically by Autotask PSA and is the default ticket category for the integration. This ticket category lets you display a Datto specific layout within the PSA.

In addition to the category-specific preset settings, this section lets you customize your integration further through individual drop-down boxes. When you finish configuring your settings, click Save Settings.

Manage Device Settings

This section contains a list of all integrated Datto devices, which you can sort by the following criteria:

  • Device Name
  • Serial Number
  • Device Model
  • Settings
  • Autotask Company Name
  • Integration Enabled

mceclip2.pngFigure 7: The Manage Device Settings section (click to enlarge)

Click the pencil icon on the far right to customize the default options for specific devices (Figure 8). 

mceclip3.pngFigure 8: The Manage Device Settings section (click to enlarge)

Integration Enabled must be toggled on for each Datto appliance for alerts to function for a device (Figure 9).

mceclip4.pngFigure 9: The Manage Device Settings section (click to enlarge)

If this is a first-time set up for an individual device, select the device name from the Manage Device Settings section of the page. In the following dialog box, populate the Autotask Company Name field.

figure_10.pngFigure 10: The individual device configuration modal. (click to enlarge)

Configuring device alerts

The Datto Device and Agent Alerts settings allow you to define where the integration should send each type of alert. There are three options for each alert type:

  • Email: This setting sends the alert via email, but it will not create a ticket in Autotask. If the email address for alerting is your support address, you may receive a ticket due to a redirect to Autotask's incoming email processing system. These tickets would not respect the configuration settings from the device (Company, Contact, etc.)
  • Autotask: This setting creates a ticket in Autotask via a backend connection using the resource entered earlier during authentication, but it will not send an email. You must have an email address entered for Device & Agent alerts to utilize this setting.
  • Both: This setting creates a ticket in Autotask and sends an email to the address you specify. Due to incoming email processing in Autotask, you may get duplicate tickets if the email address is the support address.
Datto appliances will not create Autotask tickets for screenshot alerts.

For more information on configuring Device Alerts, visit the SIRIS, ALTO, and NAS: Configuring email alerts for Datto backup devices in the Partner Portal article.

For more information on configuring Agent Alerts, visit the SIRIS, ALTO, and NAS: Configuring alert, warning, and log digest emails on a Datto Appliance article. 

mceclip5.pngFigure 11: Datto Device Alerts (click to enlarge)

Configure Autotask PSA

After the initial configuration in the Datto Partner Portal, you must configure further
settings in Autotask PSA.

1. Log into Autotask PSA.

If you are already logged into PSA when the integration is enabled, you must log out, and then log back in to see the changes.

2. Move your cursor over the Autotask Menu icon → Admin → Extensions & Integrations (from the sidebar menu).

mceclip6.pngFigure 12: Autotask PSA admin menu (click to enlarge)

3. Expand the section labeled Datto, then click Advanced Datto Integration (Figure 13).

If you have not configured and enabled the Autotask integration in the Datto portal, you will be unable to continue.

mceclip7.pngFigure 13: Autotask PSA Admin- Extensions and Integrations (click to enlarge)

Resource permissions in Autotask PSA

You must individually enable PSA resources to use the Advanced Datto Integration. You allow permissions on the Advanced Datto Integration page. This page lists all active resources and displays their default department, security level, and primary location.

Resources with permission to access Datto will be able to see:

  • Links on Ticket pages and grids.
  • Links on the Configuration Item pages and grids.
  • The CRM Configuration Item Mapping page.

Configuring resource permissions:

To set resource permissions, visit the following online help article: Resource permissions for the advanced Datto Integration.

Datto Alert Ticket and Configuration Item in Autotask PSA

When the integration is configured, Autotask PSA creates an alert ticket. The following Datto-specific information is available on the Ticket page by default:

Ticket Category: Datto Alert

Ticket Type: Alert

Datto Device insight: This insight displays a variety of details about the Datto device. The icons at the top, from left to right, allow you to:

  • Navigate to the device web interface to remotely connect to the device.
  • Open the Device at a Glance page to see an overview of the device.

figure_14.pngFigure 14: Datto Device insight (click to enlarge)

Configuration Item insight: This insight displays a variety of details about the configuration item.

mceclip0.pngFigure 15: Configuration Item insight (click to enlarge)

Click the name of the configuration to open the Edit Configuration Item page. This page displays the nightly status information shared by the Datto device.

mceclip10.pngFigure 16: The Edit Configuration Item screen (click to enlarge)

The Datto Alert tab in Autotask PSA  

Two new Datto-specific tabs are available in Autotask PSA: Datto Alerts and Datto Devices. Both tabs are configured based on the device data synced from Datto to Autotask PSA.

Accessing the Datto Alerts screen

1. From the Autotask PSA dashboard, click the + sign in the tab strip, or click the dashboard icon, then select Add new tab.

2. Select Start with a copy of a default tab.

3. Click Datto Alerts or Datto Devices, then click Finish

On the Datto Alerts tab, you will see widgets that display tickets generated from alerts, broken down by various metrics. You will also see configuration items created from Datto devices.

mceclip11.pngFigure 17: The Alerts tab (click to enlarge)

mceclip12.pngFigure 18: The Datto Devices tab (click to enlarge)

Additional Resources


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