This guide will show you how to set up your new Helpdesk Buttons with Autotask. You will need an administrative login for Autotask.
The first step involves configuring an API user in Autotask.
In the main Autotask menu, select Admin and then Resources.
Click the ‘New’ button to open the new user window.
Set up the account as normal. Make sure that the Security Level is set to ‘API User (System)’, and the Integration Vendor in the API Tracking Identifier section is set to ‘Helpdesk Buttons - Tier2Tickets’. Also take note of the username and the password since you will need them later.
You will also have to create a contact for any unregistered users to show up as when they submit a ticket.
Open the contacts page.
Click the ‘New’ button to create this contact.
Set the First name to be ‘Unregistered’ and the last name to be ‘User’ like shown
Also set the Email Address for this contact to be ‘firstname.lastname@example.org’ like shown
When you are finished, click ‘Save and Close’.
With that finished, now you will need to configure your information on the Helpdesk Button website.
API Access Settings¶
For those of you who want to restrict the access the API user has, here is the security access we need: (a custom security level will need to be created and assigned to us with these permissions):
- CRM/Customer & Cancelations/Permission - All (For checking user and company data like address and email addresses)
- Service Desk/Tickets/View - All
- Service Desk/Tickets/Add - Yes (Creating tickets)
- Service Desk/Tickets/Edit - Yes (Adding Notes to tickets)
Anti-Virus and AntiMalware¶
It is not always necessary, but we recommend whitelisting the helpdeskbuttons installation folder (C:\Program Files(x86)\Helpdesk Button). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.
Advanced Integration Options¶
This is the list of variables that can be accessed when using the Custom Rules.
- priority refers to the ticket priority (Urgent, Low, ect)
- ticketStatus refers to the ticket status (New, In Progress, etc)
- queue refers to the queue the ticket will be put in
- type refers to the issue type (Service Request, Incident, Problem, Alert)
- message refers to the message the client typed when making the ticket
- subject refers to the ticket title
- append refers to the information appended to the HDB report
- source refers to the ticket source (Web Portal, Phone, Other)
- priv_append allows you to append information to the internal ticket note
- selections refers to the checkboxes/radio buttons the client chose when creating the ticket
- contactName refers to the client’s name
- email refers to the client’s email
- ip refers to the client’s external ip address
- mac refers to the client’s MAC address
- hostname refers to the client’s hostname
- issue refers to the primary ticket issue
- subissue refers ro the secondary ticket issue