Integrated Service Ticketing
About Integrated Service Ticketing
The Integrated Service Ticketing feature allows other Kaseya modules to integrate with Autotask by having their alerts create tickets in Autotask. These tickets will use ticket categories as specified in the setup pages in the integrating module. You can use ticket categories in Autotask to control default values on the newly created tickets.
As other Kaseya modules develop integrations which use this feature, they will be listed here.
- Compliance Manager
- ConnectBooster
- Datto Endpoint Backup for Microsoft Azure
- Datto File Manager
- Datto Workplace
- Graphus
- Spanning Salesforce
How to set up the integration
Each module will have specific instructions on how to set up the integration on their site, but generally speaking the process will be as follows:
- From the integrating module, you will authenticate an Autotask resource account. This creates the connection between the integrating module and the Autotask database. This resource should not be an API User resource. This resource can be a regular resource, or one set up explicitly for the integration.
- You will map the organizations in the integrating module to their respective Autotask organization records.
- You will select which integrating module alerts will create Autotask tickets.
- You will select which Autotask ticket category or categories should be applied to tickets created by alerts from the integrating module. The integration may allow different ticket categories to be applied to different alert types. You can set up dedicated ticket categories for use with the integration, or select existing ones. For more information on setting up new ticket categories, refer to Adding and editing categories.
- If the integrating module has alert severity levels, you may be asked to map those to the appropriate Autotask ticket priorities.
- Note that it is possible that the integration may automatically complete some tickets, based on specific criteria. You should review the documentation for the integrating module for more information.
- Once created, the tickets can be worked like any other ticket in Autotask. Use tools like widgets and workflow rules to help you manage them. For more information, refer to Alert workflow.
Once the integration is complete, tickets will be created from alerts in the integrating module. The frequency with which this occurs will depend on the integrating module. When the tickets are created, the ticket category will control the default values of the fields in the ticket. The Autotask Administrator resource will appear as the creator of the ticket.
How repeated alerts are handled
If Autotask receives an alert within five minutes of having created a ticket from a previous alert with the same title and the Status of the ticket is not yet set to Complete, the integration will create a note on the original ticket rather than create a new ticket. However, any alert that is received after that five minute window will generate a new ticket.
EXAMPLE At 11:05 pm, the Autotask integration receives an alert titled "The device SRV-B has lost utility power". A ticket with that title will be created. At 11:08 pm, the integration receives an identical alert. This second alert will be added to the original ticket as a note, as long as the original ticket Status has not been set to Complete. At 11:12 pm, a third alert with the same title is received. This alert will now generate a new ticket, as it was received more that five minutes after the original alert.
