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 two processes: Ticket & Attachments. 

For any questions related to setting up the integration, please send mail to support@oneio.cloud.

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

 

Sending messages from ONEiO to Autotask

ONEiO accesses Autotask by using the Integration Center

Creating an integration user in Autotask

Add an API user to Autotask. 

Admin -> Resources (User)

Admin_-__Resources__User_.png

 

New -> New API user

New_-__New_API_user.png

 

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)

user_details.png

 

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

credentials.png

 

Adjust the. ONEiO is an official Integration Vendor for Autotask and can be found under "ONEiO - middleware" in the dropdown list.

API_Tracking_Identifier.png

 

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

Line_of_Business.png

Press "Save & Close"

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

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

resource_id.png

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

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

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

autotask_endpoint.png

 

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.

activate_poller.png

 

 

 

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