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Autotask tile

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.

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. 

The username which you need to fill in in the Autotask dialogue in Workspace, does not have to exist in the Workspace. These are the credentials required for the API. 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. 

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 this in Workspace.

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Requirements

Autotask URL

This is the URL where your Autotask is available on.
In our case the Autotask webservices URL is https://webservices2.autotask.net/atservices/1.6/atws.asmx

Username

This is the Username from your Autotask. This can be a newly created account in Autotask. 

Password

As last you need to have a password for this account.

Tracking identifier

Tracking Identifier can be found in the Security tab of the Resource Management page when you select an API User security level.

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Configure Autotask for a single Workspace tenant

  • Go to the Settings
  • Go to Integrations
  • Click on Autotask Connections
  • Click New

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It is also possible to configure the Autotask connections during the editing of the Autotask application. By clicking on the Add button next to connections.

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In this config there are 5 values you need to set:

  • Name
  • Autotask url
  • Username
  • Password
  • Tracking identifier

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