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Integrating Auvik with Autotask

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To set up an Auvik integration to Autotask, first complete the steps below to configure Autotask. Then create the new integration in Auvik.

Communications between Autotask and Auvik

Integration between Autotask and Auvik can be set up for two-way communication.

Two-way communication flows from Auvik to Autotask and back to Auvik. Auvik creates an Autotask service ticket for any specified alert within Auvik. Closing the service ticket in Autotask then flows information back to Auvik to automatically dismiss the associated alert.

Retrieve the callback URL from Auvik

To set up a new integration between Auvik and Autotask, first retrieve the callback URL from Auvik.

Once you’ve copied the callback URL, don’t close this window as you’ll need it again later to complete the setup within Auvik. If you close the window before setup is complete, you’ll need to start over and get a new callback URL.

  1. From the Auvik dashboard, click Integrations in the side navigation bar.
  2. Hover over the Add Integration button, and choose Autotask
  3. Copy the callback URL by clicking the Copy button. The URL will look something like https://nanook.my.auvik.com/integrations/autotask/52b6f548-e031-4a98-a334-b83efdcfef68

Then follow the steps in Configuring Autotask to set up the new integration.

Configuring Autotask

To integrate using an Autotask username and password, enter the Autotask credentials into the Add Integration form within Auvik.

Adding an extension and integration

  1. Hover over the Autotask icon in the top left corner of your Autotask application.
  2. Move your cursor down to Admin and click Extensions & Integrations.

  1. Expand Other Extensions & Tools, then click Extension Callout (Tickets).

  1. Click New Extension Callout.

  1. Set a name for the new extension callout.
  2. Fill out the form as follows:
    1. Paste the callback URL copied from the Auvik Add/Edit Integration form.
    2. HTTP Transport Method > POST
    3. Data format > Name Value Pair
    4. Click Save & Close.

Confirming the required source exists

For the new workflow rule, you require a source named Monitoring Alert. This source may already exist in your Autotask configuration, but let’s confirm before we move forward.

  1. Hover over the Autotask icon in the top left corner of your Autotask application.
  2. Move your cursor down to Admin and click Features & Settings.
  3. Expand Service Desk (Tickets), then click Sources.
  4. If a source named Monitoring Alert already exists, move on to Add a workflow rule. If the required source doesn’t exist, click New.
  5. Enter the source name of Monitoring Alert.
  6. Click Save.

Confirming the system note type exists

For notes from Auvik to appear on an Autotask ticket, you require a system note type named RMM Note that’s set to publish to all Autotask users. This system note type may already exist in your Autotask configuration, but let’s confirm before we move forward.

  1. Hover over the Autotask icon in the top left corner of your Autotask application.
  2. Move your cursor down to Admin and click Features & Settings.
  3. Expand Application-Wide (Shared) Features, then click System Note Types.
  4. If a system note type named RMM Note with publishing set to All Autotask Users already exists, move on to Add a workflow rule.
    1. If the required system note type does exist but the Publish To is set to Internal Users Only.
      1. Click on the system note name.
    2. If the required system note type doesn’t exist, click New.
  5. Enter the name of RMM Note.
  6. Select the Publish To of All Autotask Users
  7. Click Save & Close.

Confirming the required queue exists

For a ticket from Auvik to be deposited into the correct queue, you need a queue named Monitoring Alert. This queue may already exist in your Autotask configuration, but let’s confirm.

  1. Hover over the Autotask icon in the top left corner of your Autotask application.
  2. Move your cursor down to Admin and click Features & Settings.
  3. Expand Service Desk (Tickets), then click Queues.
  4. If a queue named Monitoring Alert already exists, move on to Add a workflow rule. If the required queue doesn’t exist, click New.
  5. Enter the queue name of Monitoring Alert and select a location.
  6. Click Save.

Adding a workflow rule

  1. Hover over the Autotask icon in the top left corner of your Autotask application.
  2. Move your cursor down to Admin and click Features & Settings.

  1. Expand Application-Wide (Shared) Features, then click Workflow Rules.

  1. From the Service Desk tab, click New.

  1. Set a name and description for the new workflow rule.
  2. Fill out the form as follows:
    1. Events
      1. When a/an: Ticket
      2. Edited by: Anyone
    2. Conditions
      1. And the following conditions are met: Status Equal to Complete
      2. and Source Equal to Monitoring Alert
    3. Actions
      1. Then Execute Extension Callout: select the Auvik created callout.
    4. Click Save & Close.

How to add a new Autotask integration

To confirm the correct password was entered before saving, click the eye () in the password field to show the password. To hide the password, click the eye () again.

  1. Return to the browser where the Auvik Add Autotask Integration form is still open.
  2. From the Add Autotask Integration form in Auvik, fill in the following detail:
      1. Integration name
      2. Autotask username
      3. Autotask password
      4. Optional: Change the due date offset
  3. Optional: Click Test Connection to confirm your settings are accurate.
  4. Click Save.

Before you can use the integration with Autotask, there are two final configuration steps:

  1. Mapping your Autotask customers to your Auvik clients (only applicable if you add the integration from your MSP dashboard)
  2. Defining how alerts are to be sent between Auvik and Autotask, and creating or editing a notification channel to be associated with the Auvik alerts sent to Autotask for each of the mapped clients.

Finding integrated alerts

Details for all notifications sent from Auvik to Autotask are found under Service Desk > Tickets.

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