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Integrating Auvik with Autotask

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Auvik integrates with Autotask for alert notifications and inventory sync.

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.

  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 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.

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:
    • 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.
  3. 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 Autotask 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.

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  1. Click the New icon.
  2. From the General tab, fill in the following detail:
    • First name
    • Last name
    • Primary internal location
    • Email address
    • Email type
    • Date format
    • Time format
    • Number format

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  1. Click Save. If presented with a warning popup, click OK to continue creating the user. Or take the appropriate actions based on your account.

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  1. From the Security tab, click OK to close the popup.

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  1. Enter a password, and confirm the password for the new user. Select the user’s security level.

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  1. Click Save.
  2. From the HR tab, click OK to close the popup.
  3. Fill in or update the following details:
    • Update the resource type and payroll type.
    • Set a hire date and timesheet start date.
    • Enter an effective date.
  4. Scroll down to the bottom of the HR tab. Click the New icon and enter an hourly rate.
  5. Click OK.

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  1. Click Save.
  2. From the Approvers tab, click OK to close the popup.
  3. Click the New icon to add a timesheet approver. Select a resource and click OK.
  4. Click the New icon to add an expense report approver. Select a resource and click OK.

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  1. Click Save.
  2. From the Associations tab, click OK to close the popup.
  3. From the Departments detail, click the New icon.
  4. Select a department name and a role name.
  5. Click OK.

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  1. 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.

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  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. In Autotask, 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 to Auvik.

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  1. Click Save.

Before you can use the integration with Autotask, there are four 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 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.

 

 

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