Autotask Ticket Integration

Overview  

In late 2021, we released our initial ticket integration with Autotask.  That feature allowed you to generate a Ticket dashboard in Report Builder to present your clients with Ticket Operation metrics.

 

Now, we are releasing our second phase of Autotask Ticket integration - Creating and Managing Autotask Tickets directly in LCI.  This release is in Early Adopter mode, meaning that we are looking for our Early Adopter partners to bang on it and give us feedback.

 

It is important to note, that we are viewing the ability to create and manage tickets in Autotask as an ease-of-use supplement to your existing Autotask ticket process.  It certainly is not a replacement.

 

Where can you create and manage AT Tickets in LCI

For the time being, you can create and manage AT Tickets in the following components:

  • Asset Detail (for a given asset)
  • Asset List (for a given asset)
  • Assessment Event (for a given assessment item)
  • Recommendations (for a given Recommendation)
  • Business Reviews (either for a given Business Review Meeting or a Business Review Note)

 

 

How to Enable AutoTask Ticket Integration

 

** Important ** API Security Role Updates May be Required

If your primary integration source is Autotask, Ticket Integration will be automatically enabled.  You do however have to make sure the API Security Role has the correct permissions set.  This knowledge base article outlines how to ensure you have the correct permissions set.

 

If your primary integration source is IT Glue and you have a supplemental integration set up for Autotask, you need to ensure that Tickets are checked in the Administration Integrations Autotask Autotask Settings tab as outlined below.  

Additionally, you must ensure that the API Security Role has the correct permissions set.  This knowledge base article outlines how to ensure you have the correct permissions set when using Autotask with IT Glue. 

 

 

Asset Detail

If AT Ticket Integration is enabled, you may create and manage AT Tickets in the Asset Detail Modal (from the Asset List).  You will do this by clicking on the Create PSA Ticket button in the bottom right-hand corner of the modal window.

Graphical user interface, application

Description automatically generated

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required: 

  • Ticket Type
  • Ticket Status
  • Ticket Priority
  • Ticket Source
  • Ticket Queue
  • Due Date 
  • Work Type**

*Some of the required fields may be pre-selected depending on your Autotask configuration.  The due date is set to 1 week by default.

** Work Type is not a required field to create a ticket via the Autotask API but is required by Autotask if the ticket is edited in the Autotask user interface.  

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in Autotask.  If there is an error, it will stay on this page and prompt you with the error message. 

Note - Error messages are generated if a specific ticket type, category, queue, or issue type is selected that is not configured or active within your PSA configuration.  You will need to check your PSA configuration or make another selection from the drop-down menus.

 

 

After hitting the Save and Return button, you will be directed back to the Asset Detail modal.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

NOTE:  For assets, you can create as many tickets as you like.  If you wanted to create another ticket, you can simply click on the Create PSA ticket button again and follow the steps above.

 

From the Asset Detail page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with the ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket T20220531.0021

2. Open Ticket T20220531.0021 in PSA

3. Unlink Ticket T20220531.0021

 

 

Let's talk thru these options.

 

View/Edit Ticket T20220531.0021 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the Autotask ticket
  2. You can view all notes entered for the ticket (either in LCI or in Autotask)

 

 

 

Open Ticket T20220531.0021 in PSA

 

By selecting this option, a new tab will launch and open up AutoTask directly and open this ticket.

 

Unlink Ticket T20220531.0021

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Asset in LCI.  It does NOT update the ticket in AutoTask at all!

 

 

 

Asset List

If AT Ticket Integration is enabled, you may create and manage AT Tickets in the Asset List.  You would do this by selecting the asset in the first column, then in the dropdown...selecting Create Autotask Ticket.

 

Important - At this time, we only allow you to create a ticket if one and only one asset is selected.  So if you try to select more than one asset, you will be prompted with an dialog that asks you to select just one.

 

From here, you can follow the same directions as in the preceding section (Asset Detail) to create, edit and unlink your Autotask tickets.

 

 

Assessment Event

If AT Ticket Integration is enabled, you may create and manage AT Tickets in the Assessment Event page.  You can create an Autotask ticket for any assessment item on the form.  The assessment item must have a checked response in order to create a ticket for the item. You will do this by clicking the Create PSA ticket button for the assessment item you want to create a ticket for. 

 

Note: You are only permitted one PSA ticket per Assessment Item.  

 

Graphical user interface, text, application, email

Description automatically generated

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

The following fields are required: 

  • Ticket Type
  • Ticket Status
  • Ticket Priority
  • Ticket Source
  • Ticket Queue
  • Due Date 
  • Work Type**
    *Some of the required fields may be pre-selected depending on your Autotask configuration.  Due date is set to 1 week by default.

           ** Work Type is not a required field to create a ticket via the Autotask API but is required by Autotask if the ticket is                 edited in Autotask user interface.  

Important Note about Creating Tickets for Assessment Items:  We will automatically add your Private and Public Comments entered in LCI as Internal Notes on the ticket in Autotask.  These notes are not synced!  If you update the Private or Public Comments later, you will need to go into the ticket in Autotask and update them if you want them to stay in sync.  

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in Autotask.  If there is an error, it will stay on this page and prompt you with the error message.

 

After hitting the Save and Return button, you will be directed back to the Assessment Event form.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

Graphical user interface, text, application, email

Description automatically generated

 

 

From the Assessment Event page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket T20220531.0021

2. Open Ticket T20220531.0021 in PSA

3. Unlink Ticket T20220531.0021

 

Graphical user interface, text, application, email

Description automatically generated

 

Let's talk thru these options.

 

View/Edit Ticket T20220531.0021 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the Autotask ticket
  2. You can view all notes entered for the ticket (either in LCI or in Autotask)

 

Open Ticket T20220531.0021 in PSA

 

By selecting this option, a new tab will launch and open up Autotask directly and open this ticket.

 

Unlink Ticket T20220531.0021

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in Autotask at all!

 

 

 

Recommendation

If AT Ticket Integration is enabled, you may create and manage AT Tickets in the Edit Recommendation page.  You will do this by clicking the Create PSA ticket button at the top of the page.

 

Note: You are only permitted one PSA ticket per Recommendation

 

Graphical user interface, text

Description automatically generated

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

 

The following fields are required: 

  • Ticket Type
  • Ticket Status
  • Ticket Priority
  • Ticket Source
  • Ticket Queue
  • Due Date 
  • Work Type**
    *Some of the required fields may pre-selected depending on your Autotask configuration.  Due date is set to 1 week by default.

           ** Work Type is not a required field to create a ticket via the Autotask API but is required by Autotask if the ticket is                 edited in Autotask user interface.  

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in Autotask.  If there is an error, it will stay on this page and prompt you with the error message.

 

After hitting the Save and Return button, you will be directed back to the Edit Recommendation page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

From the Recommendation Edit page, you may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket T20220531.0021

2. Open Ticket T20220531.0021 in PSA

3. Unlink Ticket T20220531.0021

 

Graphical user interface, text, application, email

Description automatically generated

 

Let's talk thru these options.

 

View/Edit Ticket T20220531.0021 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the Autotask ticket
  2. You can view all notes entered for the ticket (either in LCI or in Autotask)

 

 

Open Ticket T20220531.0021 in PSA

 

By selecting this option, a new tab will launch and open up AutoTask directly and open this ticket.

 

Unlink Ticket T20220531.0021

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in AutoTask at all!

 

 

Business Reviews

If AT Ticket Integration is enabled, you may create and manage AT Tickets in the Business Review page.  You will do this by clicking the Create PSA ticket button at the top of the page.

 

Important: You may create tickets at either the Meeting Level, or the Note Level.   There are different rules on how the ticket is handled depending upon which level you select (and you can elect to create tickets at both levels).

 

Creating a Ticket at the Meeting Level

Click on the Create PSA Ticket at the top of the page.

 

Graphical user interface, application

Description automatically generated

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

 

The following fields are required: 

  • Ticket Type
  • Ticket Status
  • Ticket Priority
  • Ticket Source
  • Ticket Queue
  • Due Date 
    *Some of the required fields may pre-selected depending on your Autotask configuration.  Due date is set to 1 week by default.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in Autotask.  If there is an error, it will stay on this page and prompt you with the error message.

 

IMPORTANT:  When creating a ticket at the Meeting level, any notes entered AND modified in LCI under Meeting Notes will automatically be sync'd to the ticket.  They will be sync'd as internal notes.

 

After hitting the Save and Return button, you will be directed back to the Edit Business Review page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

 

You may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket T20220531.0021

2. Open Ticket T20220531.0021 in PSA

3. Unlink Ticket T20220531.0021

 

Graphical user interface, text, application, email

Description automatically generated

 

Let's talk thru these options.

 

View/Edit Ticket T20220531.0021 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You CANNOT add a note.  To add notes to the ticket, add under MEETING NOTES in LCI.
  2. You can view all notes entered for the ticket (either in LCI or in Autotask)

 

Open Ticket T20220531.0021 in PSA

 

By selecting this option, a new tab will launch and open up Autotask directly and open this ticket.

 

Unlink Ticket T20220531.0021

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in AutoTask at all!

 

 

We recognize that there is value to see all the Notes associated with this ticket, even those notes that were entered directly in Autotask.  So, we have provided you with the ability to do that.  In the Meeting Notes section in LCI, you will notice this Alert in green (This only shows if the Meeting is associated to a ticket).

 

 

Click on the Here button to see all Notes as entered in Autotask.  Again, this will include both LCI Meeting Notes, as well as any Note entered directly in Autotask.

 

Graphical user interface, application, table

Description automatically generated with medium confidence

 

 

 

Creating a Ticket at the Note Level

You may create a Autotask ticket for any Meeting Note entered for your Business Review.  You will notice the Create PSA Ticket button for each Meeting Note.  You may create a ticket for zero, one or many meeting notes.

 

 

 

 

Upon clicking on the Create PSA Ticket button, you will be presented with a dialog box to enter the ticket details.

 

 

The following fields are required: 

  • Ticket Type
  • Ticket Status
  • Ticket Priority
  • Ticket Source
  • Ticket Queue
  • Due Date 
    *Some of the required fields may pre-selected depending on your Autotask configuration.  Due date is set to 1 week by default.

 

IMPORTANT: Initial description will be your Meeting Note and it CANNOT be updated.  The reason for this is that we keep this note sync'd with the Autotask ticket. So anytime you update the Meeting Note in LCI, the AT Ticket will be automatically updated.

 

Once you enter the information, click the Save and Return button.  When you do this, your ticket should be created in Autotask.  If there is an error, it will stay on this page and prompt you with the error message.

 

After hitting the Save and Return button, you will be directed back to the Edit Business Review page.  Once, back... the ticket that you just created will be in blue with the ticket number and current status.

 

 

 

 

You may edit any tickets that were created in LCI.  You do this by clicking on the blue ticket button (with ticket number and status).

 Graphical user interface, text, application, email 
Description automatically generated 

When you click on the blue ticket button, you will be prompted with three options:

1. View / Edit Ticket T20220531.0021

2. Open Ticket T20220531.0021 in PSA

3. Unlink Ticket T20220531.0021

 

Let's talk thru these options.

 

View/Edit Ticket T20220531.0021 will bring up the same modal you used to create the ticket originally.  From here, you can update any of the ticket attributes shown.  

 

When you are in View/Edit mode, there are also two other differences:

  1. You can elect to add a note.  Important, any notes added in LCI are marked as Internal in the Autotask ticket
  2. You can view all notes entered for the ticket (either in LCI or in Autotask)

 

  

 

Open Ticket T20220531.0021 in PSA

 

By selecting this option, a new tab will launch and open up Autotask directly and open this ticket.

 

Unlink Ticket T20220531.0021

When you select this option, you will unlink the ticket from the Asset.  It is important to note that when you unlink a ticket, it only unlinks the ticket from the Assessment Item in LCI.  It does NOT update the ticket in AutoTask at all!