Autotask Integration

This guide will show you how to set up your new Helpdesk Buttons with Autotask. You will need an administrative login for Autotask.

Video Walkthrough

API User

The first step involves configuring an API user in Autotask.

In the main Autotask menu, select Admin and then Resources.

../../../_images/at-image-9.png

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.

../../../_images/at-image-04.png

Unregistered User

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.

../../../_images/at-image-14.png

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 ‘unregistered@helpdeskbuttons.com’ like shown

../../../_images/at-image-10.png

When you are finished, click ‘Save and Close’.

With that finished, now you will need to configure your information on the Helpdesk Button website.

Helpdeskbuttons.com Settings

Log into your account and browse to Settings or go to https://account.helpdeskbuttons.com/settings.php

Under the Ticket System dropdown, select Autotask

../../../_images/at-image-13.png

Enter your Ticket System API endpoint as shown (do not add add https:// or the path after the url)

Your Ticket System API key is in the format of ‘username@domain:password’

For instance in our example, the username for the API account we created earlier is tier2tickets@alexspcsandbox.com and we set the password to 1SuperSecurePassword@MG.

This would result in the Ticket System API key being formatted like

tier2tickets@alexspcsandbox.com:1SuperSecurePassword@MG

Once you have entered this information, click Update.

At this point, the integration should be working. You can test this by pressing the button and submitting a ticket.

If you have trouble, give us a call and we can remote in you (833) 328-8866

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.

Dispatcher Rules

This is the list of variables that can be accessed when using the Dispatcher Rules.

Read/Write Read Only
priority selections
ticketStatus contactName
queue email
type ip
message mac
subject hostname
append  
priv_append  
source  
issue  
subissue  

Field Definitions

priority

The ticket priority level (Urgent, Low, ect):
../../../_images/autotask-priority.png


ticketStatus

The ticket status (New, In Progress, etc):
../../../_images/autotask-ticketStatus.png


queue

The queue the ticket will be put in:
../../../_images/autotask-queue.png


type

The issue type (Service Request, Incident, Problem, Alert):
../../../_images/autotask-type.png


source

The ticket source (Web Portal, Phone, Other):
../../../_images/autotask-source.png


priv_append

Allows you to append information to the internal ticket note:
../../../_images/autotask-priv_append.png


contactName

Refers to the client’s name:
../../../_images/autotask-contactName.png


issue

The primary ticket issue:
../../../_images/autotask-issue.png


subissue

The secondary ticket issue:
../../../_images/autotask-subissue.png


worktype

The worktype associated with the ticket:
../../../_images/autotask-worktype.png


other

There are additional variables which are common to all integrations. Those are documented here