How to configure Autotask for integration with ONEiO

Introduction

This document shows an example of what needs to be done in Autotask to make it integration-ready with ONEiO. The document also describes what ONEiO needs to be able to send messages to the Autotask instance.

Currently, the integration supports a ticket integration.

In case you have questions related to setting up the integration, send an email to support@oneio.cloud.

You can sign up for a free trial of ONEiO from the following link: ONEiO Free Trial

Overview

This article gives an overview of the required steps to integrate ONEiO and Autotask. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Autotask.

1. Creating an integration user in Autotask
2. Sending messages from Autotask to ONEiO
3. Routing Rules

Sending messages from ONEiO to Autotask

To communicate with Autotask first we would need to create an integration user.

Creating an integration user in Autotask

Add an API user to Autotask. 

Admin -> Resources (User)

New -> New API user

Fill in the needed user details

1. First Name (Integration Specific)
2. Last Name (Integration Specific)
3. Email Address (Integration Specific)
4. Security Level - API User (system)
5. Primary Internal Location (Integration Specific)

Generate a Key and Secret pair. These are used in the Username and Password fields in the ONEiO UI.

On API Tracking Identifier, select the option Integration Vendor, open the dropdown Integration Vendor and search for ONEiO - middleware. Add also a name for your application.

Depending on your integration you might adjust the Line of Business. We are not doing it in this example.

Press "Save & Close"

Next, we need to get the Resource ID of the integration user. This is used in the endpoint to prevent echoes in messaging.

Go to Admin -> Resources (User) and search for your integration user under "Resource Name". This brings up the integration user and shows its Resource ID. 

With this information, we can now create our endpoint in ONEiO.

In the ONEiO endpoint UI, we have to set the following information.

1. Autotask Base URL 
2. Timezone
3. Integration User (Key)
4. Password (Secret)
5. Integration User Resource ID

You can find your Autotask Base URL by checking the Autotask PSA API zones and WSDL versions document. Look for the REST API section, and  Find your zone's API URL for the REST API. Please, add just the main domain, suppressing the /atservicesrest.

Sending messages from Autotask to ONEiO

Autotask is a poller-based system and we poll information from Autotask by its base URL and a preset query. To start receiving tickets from Autotask please activate the poller and if needed adjust the query, in the "Entity types" tab of the endpoint UI.

Routing Rules

Creating notes and attachments in the direction of Autotask requires a special message type which is already part of the endpoint configuration.

ONEiO offers template integration via rule robot if both of the integrated endpoints support it. Autotask rule robot configuration is available with the exception of handling inbound notes and time entry data. Example routing rules can be made available on request. 

Happy integrating!