Now that Autotask PSA has been set up for ticket queues, we can put that configuration to use in the Auvik / Autotask PSA integration.
Alert severity mapping
You can map Auvik alert severities to your Autotask PSA priorities. The priority values that appear for Autotask PSA will match your Autotask PSA configuration.
- Click Integrations from the side navigation bar.
- In the displayed list of integrations, click the row for the Autotask PSA integration.
- Click the Manage Alerts tab.
- Select the appropriate severity mapping for each of the Auvik alert severities.
- Click Save.
Alert status mapping
How to add a status mapping
- Click the Add Status Mapping button.
- Select the ticket queue you want to send Auvik alerts to.
- If all new Auvik alerts are to be sent to this queue, check Create new Autotask tickets on this Ticket Queue.
- Select the applicable Autotask statuses to be mapped to Auvik.
- From the Dismiss Auvik alert when Autotask ticket is multi-select box, select the Autotask status(es) that will dismiss an opened Auvik alert.
- From the If Autotask ticket status is multi-select box, select the Autotask status(es) that should be reopened if the Auvik alert has not been cleared in 15 minutes, 1 hour, or 1 day from the alert being triggered.
- Select a source to be identified on new tickets.
- Click Save.
Repeat steps 4 through 8 to add all Autotask PSA ticket queues that could potentially be used for an Auvik alert. If you plan on having the alert sent to a triage queue (for example), and then moved to another queue for action, both queues must be loaded into Auvik. This ensures that if the Auvik alert moves between queues, we maintain a link to the queue and the callbacks between Auvik and Autotask PSA continue to function for the alert.
You can also add a distinct notification channel for each Autotask PSA ticket queue. This is great if you have different queues set up for different work, or you want different priority alerts to be sent to different queues. When adding a notification channel for your Autotask PSA integration, you can also select an issue and sub-issue type, which allows for further granularity in the tickets being created by Auvik alerts.
Within the configuration for a new ticket queue (steps 5 and 6), you can select a status to either dismiss or reopen an Auvik alert. There are a few variations within this configuration to be aware of.
Configuration |
Behavior |
Leave both the Dismiss Auvik alert with Autotask ticket is and If Autotask ticket status is options blank. |
Closes the ticket in Autotask but does not send a callback into Auvik to close the ticket. |
Set a status for Dismiss Auvik alert with Autotask ticket is but leave If Autotask ticket status is option blank. |
Closes the ticket in Autotask and dismisses the alert in Auvik. The If Autotask ticket status is setting is ignored. |
Set matching statuses for Dismiss Auvik alert with Autotask ticket is and If Autotask ticket status is. |
Closes the ticket in Autotask and dismisses the alert in Auvik. The If Autotask ticket status is setting is ignored. |
Set different statuses for Dismiss Auvik alert with Autotask ticket is and If Autotask ticket status is. |
Dismisses the alert in Auvik when the status set for Dismiss Auvik alert with Autotask ticket is is selected. |
Reopen the Autotask ticket based on the status selected for Autotask ticket is and If Autotask ticket status is and the period is not set to Never AND the Auvik alert is still active, reopen the ticket in Autotask after time. * Available period options are - 15 minutes, 1 hour, 1 day, or Never. |
Reopens the Autotask ticket if the Auvik ticket is still open. To prevent the Autotask ticket from being reopened if the Auvik alert is still open, select the AND the Auvik alert is still active, reopen the ticket in Autotask after time period of None. |
How to edit a status mapping
- From the Auvik dashboard, click Integrations from the side navigation bar.
- In the displayed list of integrations, click the row for the Autotask PSA integration.
- Click the Inventory tab.
- Click the Manage Alerts tab.
- In the list of alert status mappings, find the one you want to edit. Check the box at the beginning of its row.
- Click the Edit button.
- Make any edits you want.
- Click Save
How to delete a status mapping
You should only delete a board if there are no Auvik alerts associated with it. If there are any Auvik alerts associated with a board you want to delete, we recommend first moving the ticket(s) in Autotask PSA to a board that’s still configured in Auvik. This will ensure the alert(s) can still be updated as needed.
- From the Auvik dashboard, click Integrations from the side navigation bar.
- In the displayed list of integrations, click the row for the Autotask integration.
- Click the Inventory tab.
- Click the Manage Alerts tab.
- In the list of alert status mappings, find the status mapping(s) you want to delete. Click the box at the beginning of each row.
- Click Delete.
- Confirm the cancellation by clicking Delete.
How to set a new default ticket queue
Changing the default ticket queue sets the default on any new alerts going forward. The previous default board remains on all existing Auvik alerts and Autotask tickets.
- From the Auvik dashboard, click Integrations from the side navigation bar.
- In the displayed list of integrations, click the row for the Autotask PSA integration.
- Click the Inventory tab.
- Click the Manage Alerts tab.
- In the list of alert status mappings, find the status mapping you want to set as the default. Check the ticket creation default next to the edit pencil.
- Click Default.
If new Auvik alerts aren’t opening new Autotask tickets, aren’t clearing tickets, or are dismissing and not reopening tickets, see How do I troubleshoot issues with my Auvik / Autotask PSA integration? for possible resolutions.
Notification channels in use
You can see a quick summary of the notification channels being used by the integration, including which clients are mapped and enabled for alerting. You can also see how many alerts have been associated to the channel.
- Click Integrations from the side navigation bar.
- In the displayed list of integrations, click the row for the Autotask PSA integration.
- Click the Manage Alerts tab.
- Scroll down to the bottom of the page.
Finding integrated alerts
Details for all notifications sent from Auvik to Autotask can be found in two places.
- Service Desk > Tickets
- When viewing the company record, check Tickets
- The Tickets tab, when viewing a configuration that’s synced.
If new Auvik alerts aren’t opening new Autotask tickets, aren’t clearing tickets, or are dismissing and not reopening tickets, see How do I troubleshoot issues with my Auvik / Autotask integration? for possible resolutions.
So far, you’ve mapped clients, set up inventory sync, and mapped alerts for your Autotask integration. Now you’re ready to create a notification channel and associate it to the alerts that are synced to Autotask.