Autotask

Quick reference:
Settings -> Integrations -> Autotask connections

Table of Contents


Introduction

Autotask is an integrated IT business management solution, that enables you to track IT tickets and projects and which supports the IT services within your company. Organizations can use Autotask to provide internal IT support, and Managed Service Providers to provide support to their customers.

With this live tile you can show the tickets of the currently signed in user:

  • The UPN of the user within the workspace cannot be a duplicate within the Autotask contact list
  • Only tickets that were updated in the last 90 days will be shown

In Autotask you create an API user with a password and tracking identifier (API key). This information is needed when setting up the Autotask connection in Workspace. 

When clicking on a ticket from the live tile to view more detailed information, you will be redirected to your Autotask environment (/ClientPortal/ServiceTickets/ServiceTicketDetail.aspx). The same goes for creating a ticket from the live tile (/ClientPortal/ServiceTickets/NewTicket.aspx). Currently there is no UI for viewing detailed ticket information in Workspace.

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Requirements

The username which you need to fill in in the Autotask dialogue in Workspace when creating the Autotask connection (step 2), does not have to exist in the Workspace. These credentials are required for the API call to Autotask. However, in order to view the tickets in the Autotask live tile as a user, the Workspace user must match with the email address of the Autotask user.

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Configuration

Step 1. Creating a new API user in Autotask

  1. Login to the Autotask admin portal.
  2. Navigate to Account settings and Users.
  3. Select Resources/Users (HR).
  4. Then click Resources/Users.
    autotask1.pngautotask2.png
  5. Click the arrow next to the +New button at the top left corner.
  6. Choose New API user.
    autotask3.png
  7. General section:
    1. Define a name and link a valid email address.
    2. Choose the correct security level.
      • API User (system) Can’t Read Costs” is recommended.
    3. Set the correct Primary Internal Location.
      primary location.png
  8. Credentials section:
    1. Click Generate Key in the Credentials section to generate a username.
    2. Click Generate Secret in the Credentials section to generate a password (secret).autotask5.png
  9. API Tracking Identifier section:
    1. By default, the selection is correct and should be on Integration vendor.
    2. In the drop-down labelled 'Integration Vendor' pick Workspace 365 – Cloud Service Delivery.
      (This links the API user to our integration with Autotask)autotask6.png
  10. Line of business:
    1. Provide the correct line of business to grant the integration access to the tickets in the required domain.
    2. Click Save & Close at the top of the screen to save the new API user.

 

Step 2. Create an Autotask connection

  1. As an administrator, go to the admin Settings.
  2. Navigate to Integrations and select Autotask Connections. 
  3. Click New.
  4. Fill in the following information:
    • Name: this is the name of the Autotask connection in Workspace.
    • Username: this is the Username from your Autotask. This can be a newly created account in Autotask. 
    • Password: you need to have a password for this account.
    • Click Add.
From V3.45 we have made it easier for administrators to create a new Autotask connection, as it is no longer needed to provide the 'Autotask URL' and 'Tracking identifier'. Click here for more information.

AutotaskSettingsScreen.png

 

Step 3. Configure the app

  1. After creating the Autotask connection, you can configure the app. Go to the App store. 
  2. Make sure that Manage apps is selected. 
  3. Click Add new app.
  4. Search for the Autotask app and click Add.
    • Here you choose the app icon, color and name. You can select the connection created in step 1 (or if needed, create a new one by clicking on "Add"). The destination will determine if the app opens in the current window or a new one. 
    • You can also determine who has access or who will become app owner. 
    • Click Save when you're done.autotask_connection2.png

 

Step 4. Activate the app

  1. Once the the Autotask tile has been configured correctly, add the tile to your Workspace by clicking on +Add tiles.
  2. Search for Autotask from the App store and add it to your Workspace (either to an existing or new group). 
  3. When added to Workspace, you can edit the tile to your liking by right-clicking it. 

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Autotask configuration change from Workspace release V3.45

We have made a change in the Autotask configuration from Workspace release V3.45. This requires action from your side. 

We changed the way we handle the Autotask URL. It no longer needs to be configured. We have now implemented functionality in our connector, which automatically determines the most efficient URL to use depending on the location of the customer tenant. This is an automatic change which does not require any changes on the customer tenant.

We removed the need to configure a tracking identifier. Previously, we asked partners or customers to generate their own custom tracking identifier. We now have our own dedicated tracking identifier. This means you can now find us (Workspace 365 – Cloud Service Delivery) in the “Integration vendor” list on the API user configuration page. Please read the change procedure for further instructions. 

 

Change procedure

Step 1. Creating a new API user in Autotask

In order to use the new configuration, it is important to create a new API user in Autotask. Unfortunately it is not possible to change the existing API user in Autotask.

  1. Login to the Autotask admin portal.
  2. Navigate to Account settings and Users.
  3. Select Resources/Users (HR).
  4. Then click Resources/Users.
  5. Click the arrow next to the +New button at the top left corner.
  6. Choose New API user.
  7. General section:
    1. Define a name and link a valid email address.
    2. Choose the correct security level.
      • Note:API User (system) Can’t Read Costs” is recommended.
    3. Set the correct Primary Internal Location.
  8. Credentials section:
    1. Click Generate Key in the Credentials section to generate a username. You can change this but it is recommended to keep is as is.
    2. Click Generate Secret in the Credentials section to generate a password (secret). You can change this but it is recommended to keep is as is.
  9. API Tracking Identifier section:
    1. By default, the selection is correct and should be on Integration vendor.
    2. In the drop-down labelled 'Integration Vendor' pick Workspace 365 – Cloud Service Delivery. This links the API user to our integration with Autotask.
  10. Line of business:
    1. Provide the correct line of business to grant the integration access to the tickets in the required domain.
    2. Click Save & Close at the top of the screen to save the new API user. 

 

Step 2. Change connector config in Workspace 365

Because we automatically migrate existing connectors to the new configuration, it is advised to change to connector beforehand to prevent any configuration requirements after the release. To edit the existing Autotask connector in Workspace 365:

  1. Open your Workspace 365 portal.
  2. Navigate to your admin settings page.
  3. In the left navigation menu, open the Integrations menu.
  4. Select Autotask connections.
  5. Select the existing connector.
  6. Click Edit from the action bar.
  7. Now take your new API username and new API Password (from the new API user you just created) and overwrite the exiting information.
  8. Replace the existing Tracking Identifier with the temporary Tracking Identifier:  HSE3NJNASRAHVJ5JHROCNC3YSV
    (This temporary Tracking Identifier will make sure the integration keeps working until the release of Workspace 365 version 3.45.0 and will be removed after the release as it is no longer required after that).
  9. Click Save when you're done.

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