Autotask: Ticketing and Asset Tracking Integration

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With our integration into Autotask - warnings become tickets in your Autotask account. Each warning is automatically muted until its related ticket is resolved. Watchman Monitoring allows you to map Groups to Autotask Companies for asset tracking.

Configuration of the Autotask integration with Watchman Monitoring can be a time consuming process. You will want to have Service Boards, Closed Ticket Status(es), Companies, Configuration Types, and Configurations in Autotask.

The following instructions will help you configure the Autotask integration.

Overview of the Autotask Integration

  • Maps Watchman Monitoring "Groups" to Autotask “Customers”
  • Link Watchman Monitoring Computer Records to Autotask Configurations.
  • Generate Configuration Items in Autotask based on Computer Records. (Not automatic, Configuration Item data will not sync past creation.)
  • Create Autotask tickets based on Watchman Monitoring Alerts and Warnings.
  • Tickets created by Watchman Monitoring will always reference the mapped Company. You may enforce the mapping to Configuration Items as well during the integration's setup.

Setup

Watchman Monitoring Setup

Navigate to the Autotask integration.

In the slide out modal, do the following:

  1. Turn the integration on
  2. Enter your Autotask Username
  3. Enter your Autotask Password

Click Save & Continue.

Autotask Integration

Step 1

Click the Start button to begin synchronizing and updating Settings, Companies, and Configurations from Autotask.

You will be shown a dialog as Watchman Monitoring syncs with your Autotask.

Update Autotask Accounts, Configuration Items, and Settings

Step 2

Next, Select default values for use in ticket creation. When a ticket is created, Watchman Monitoring applies your preferred default status, priority, source, queue, work type and number of days due to the newly created ticket.

Select default values for use in ticket creation

Watchman Monitoring is able to determine the ticket is closed.

Select Closed Ticket Status Types

Select the Relevant Configuration Types such as laptops, desktops and servers. These selected configuration types will be available when mapping Computer Records when creating tickets.

Select Relevant Configuratio Types

Click Save & Continue.

Step 3

Map Groups from Watchman Monitoring to your Autotask Accounts.

Map Groups to Autotask Accounts

Watchman Monitoring will suggest a Autotask Company that matches the Watchman Monitoring group name.

Select ConnectWise Company

Step 4

Next map Watchman Monitoring Groups to Autotask Configuration Items by searching for the configuration item.

 

Mac Computers to Autotask Configuration Items

If a Configuration Item does not exist, you will be prompted to Create New Configuration Item.

Create New Configuration Item

Next Search for the Product and then Search for the Configuration Item Types. Then click Save.

Create New Configuration Item

Step 5

Ticket Creation settings allow you to be notified of incidences where an action is required in order for Watchman Monitoring to create tickers in your Autotask, allow Watchman Monitoring to create tickets for computers without Configuration Items, and/or send an additional warning email when tickets are created.

Ticket Creation

The Administrative Email Address for Action-Required Notifications should be an email address that does not create tickets in your Autotask. These notifications will include notifications for lack of Company or Configuration Item mapping.

Enable the Allow Ticket Creation Without Configuration Items option only if you do not track all monitored computers as Autotask Configuration Items. Watchman Monitoring Groups must be mapped to Autotask Companies to enable this option.

Enable the Send Additional Warning Emails During Ticket Creation option to receive an email from Watchman Monitoring in addition to ticket creation in Autotask. You will need to enable "New Warning" emails in Settings -> Emails.

Prevent Duplicate Tickets During Initial Setup

If you have used Watchman Monitoring for a while, you may already have existing tickets created in your Autotask. You can optionally assign existing Ticket Numbers to current Warnings to prevent additional tickets for known issues. Enter the existing ticket number(s) and click Save & Continue when finished.

 

Prevent Duplicate Tickets During Initial Setup

Step 6

Complete Setup & Activate Autotask

For the final step, click the Activate Autotask button to complete setup and activate your Autotask integration.

You can return to any of these steps using the Autotask integration menu on the left sidebar.

Autotask Integration

If you have made changes, added companies, or added new configurations, be sure to Update your Autotask integration before proceeding to other areas of the configuration by pressing the Start button.

Update Autotask Accounts, Configuration Items, and Settings

Using the Watchman Monitoring Integration

Viewing Autotask Tickets from Watchman Monitoring Dashboard

Clicking the ticket icon will take you to Autotask ticket for this computer. When the ticket icon is visible next to a plugin, that plugin is muted by Autotask. Hovering over the ticket icon wil show the Autotask ticket number.

Viewing  Tickets from Watchman Monitoring Dashboard

Permalink: https://www.watchmanmonitoring.com/autotask-psa-integration


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