AutoTask

Setting Up Autotask Integration

Integrating with Autotask will allow you to use Autotask as your primary PSA while still making use of DeskDirector for your daily work, interacting with tickets, responding to end users, managing contacts/companies, and receiving support requests from users through DeskDirector's extensive Service Catalogue features.

To integrate with Autotask, you will need to create an API resource and add it to your admin console under System > PSA Integration. You will need to enter your API resource's username and password to integrate Autotask into DeskDirector.

Creating an Integrator API Resource in Autotask

Autotask customers can easily create an API user with no additional cost. In this section, we will lead you through creating an integrator resource.

Configuring Security Level

Autotask recommends having individual security levels for each integration. Here is how to create a new security level for a DeskDirector API resource.

1. Under Admin > Features & Settings

   

2. Expand Resource/Users

   

3. Right-click on API User (system) (API-only) security level and select Copy Security Level

   

4. Enter DeskDirector API User as the name

   

5. Expand WEB SERVICES API at bottom and select as follows:

   

   

   

6. Save & Close

Configuring your API Resource

1. Head to Admin > Extensions & Integrations

   

2. Expand Other extensions & Tools and select Integration Center

   

3. Find DeskDirector - DeskDirector Portal in the integration vendor list

   

4. You can either Add API user or Edit API user

   

5. Select the DeskDirector API User security level

   

6. Provide First name, Last Name, Username. and also click generate secret

   

7. You can also edit the DeskDirector integrator to provide a default field value

   

   

8. Now, head to the DeskDirector Admin portal and add or update the API resource's credentials under System > PSA Integration. Your username and password will be your key and secret respectively.

Configuring Your Resources

Resource Associations

Before continuing, you'll need to confirm that each of your resources has been assigned at least one Service Desk Queue as well as a default Service Desk Role and Department:

To do this, in Autotask, you want to go to Admin > Resources (Users) and then edit each of your resources to confirm they have these assigned under the Associations tab.

Resource Impersonation Overview

When using DeskDirector with Autotask, you have two options when it comes to auditing:

1. You can have all actions taken in the DeskDirector TECH Portal appear as though it was DeskDirector making the change.
   Example:
   
   You have a resource that updates a ticket's status from New to In Progress. In your audit trail, it will show that your DeskDirector API Member made this change.
2. You can have all actions taken in the DeskDirector TECH Portal appear as though they were made by the resource themself. This is known as resource impersonation.
   Example:
   
   You have a resource that updates a ticket's status from New to In Progress. In your audit trail, it will show that your resource made the change.

Disable Resource Impersonation

If you don't wish to enable resource impersonation and are happy for all audit logs to show as DeskDirector, head to your DeskDirector Admin Portal and open System > PSA Integration, and then disable the Impersonate resource setting.

Enable Resource Impersonation

If you do wish to enable resource impersonation so that you see resources in your audit trail when changes are made in the TECH Portal, you will need to review the security roles for your resources and make sure they allow resource impersonation.

Please do this for all your User and System security roles in Autotask. (Note, you don't need to make these changes for API-only resources.)

1. In Autotask, head to Admin > Account Settings & Users > Security Levels:

   

2. Edit each resource via the hamburger menu, scroll down to the Web Services API section, and then tick Allow impersonation of resources with this security level:

   

3. Once all of your resources security levels have allowed resource impersonation, head back to the DeskDirector Admin Portal and enable Impersonate Resources under System > PSA Integration:

   

Data Syncing

To see options and settings for data syncing, open your Admin portal and head to Advanced > Data Sync.

Configuration Items

You can easily sync configuration items from Autotask to DeskDirector.

Click on the link in the page to initiate the re-sync of configuration items from Autotask. Please keep in mind that the Autotask API has an hourly limit of 10,000 queries. Re-syncing configuration items can consume many of these queries based on how many configuration items you have. Other Autotask integrations may stop working if you exceed this limit.

The Data Sync page contains a summary of your current Autotask API Usage for the hour which should give you an idea whether to push through with the data sync that time or not.

Troubleshooting

Autotask Data Sync and the Diagnose Entities tool are useful when troubleshooting your DeskDirector instance for missing items from Autotask.

Legacy SOAP API

Historically, the Autotask integration was done through their SOAP API. Since Autotask introduced its new RESTful API in Q4 of 2020, they have sunset their SOAP API. DeskDirector has now transitioned away from the legacy SOAP API and is now using Autotasks RESTful API.

The Requirements

• API resource's security type has to be API User
• API resource's Integration Vendor setting has to be DeskDirector Portal
• Allow API resource to access tickets, ticket notes and other required resources.
• Allow API resource to impersonate. This will be used for TECH Portal.

Frequently Asked Questions

"Why does the TECH portal no longer allow delete ticket?"

Autotask RESTful API removed the capability for deleting tickets. We don't know if they will ever bring the functionality back.

"Why do you lock my server update?"

Server version later than 19.58.3 will use Autotask RESTful API only, it is required that you have the correct settings before upgrading.

"I have updated API resource, what's next?"

You should update the DeskDirector server with a new API resource credential if it has been changed. Then contact our support, who will verify if you have configured correctly and unlock your DeskDirector server update once verified.