Integrating Auvik with Autotask

Auvik integrates with Autotask PSA for alert notifications and inventory sync.

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

• Communications between Autotask and Auvik
  • Retrieve the callback URL from Auvik
• Configuring Autotask
  • Adding an extension and integration
  • Adding a workflow rule
  • Adding a user
• Adding the new Autotask integration in Auvik

Communications between Autotask and Auvik

Integration between Autotask PSA 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 PSA 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.

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

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.

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

Configuring Autotask

Adding an extension and integration

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

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

4. Click New Extension Callout.

5. Set a name for the new extension callout.
6. 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.

Adding a workflow rule

1. Hover over the Main Menu icon in the top left corner of your Autotask application.
2. Move your cursor down to Admin and click Automation.

3. Expand Workflow Rules, then click Workflow Rules.
4. From the Service Desk tab, click New.

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

Adding a user

Although you can use any existing Autotask user, it’s recommended you create a new user specifically for the integration with Auvik.

1. Hover over the main menu icon in the top left corner of your Autotask application.
2. Move your cursor down to Admin and click Features & Settings.
3. Expand Resources/users (HR), then click Resources/Users.
4. Mouse over the New dropdown menu and select New API User.
   
5. Fill in a name & email address.
6. Set the Security Level to API User (system).
7. Generate a Username (Key) and a Password (Secret) - Copy these somewhere safe to use later.
8. Under API Tracking identifier select Integration Vendor, and choose “Auvik Networks - Auvik Autotask Integration” as the Integration Vendor.
9. Hit Save & Close.

Next, set the necessary permissions for your API user:

1. From the main menu icon, navigate to Admin > Account Settings & Users > Resources/Users (HR) > Protected Data Permission
   
2. Locate your Auvik API user in the list and ensure the following boxes are checked:
   • View Protected Data
   • Edit Unprotected Data
   • Edit Protected Data
3. Hit Save.

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 PSA Integration form is still open.
2. From the Add Autotask PSA Integration form in Auvik, fill in the following detail:
   • Integration name
   • Autotask username - the username (key) you created in Autotask in the previous step
   • Autotask password - the password (secret) you created in Autotask in the previous step
   • Optional: Change the due date offset. In Autotask PSA, tickets are assigned a due date. You can set an offset to adjust the due date slightly. A 24-hour offset is the default.
3. Click Test Connection to confirm your settings are accurate.
4. Click Next.
5. Select additional Company Statuses or Company Types you’d like synced from Autotask PSA to Auvik.
   
6. Click Save.

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

1. Mapping your Autotask PSA customers to your Auvik clients (only applicable if you add the integration from your MSP dashboard)
2. Defining your inventory sync (if you plan to use inventory)
3. Defining how alerts are to be sent between Auvik and Autotask. This includes adding the appropriate ticket queues and setting the default queue. You can add as many ticket queues as you like but you can only have one default queue.
4. Create the appropriate notification channel to be associated with the Auvik alerts sent to Autotask for each of the mapped clients. If you want, you can add a distinct notification channel for each Autotask ticket queue. This is great if you have different queues set up for different work.