IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. The ticket SLA is defaulted in using the following logic: Check the asset. Autotask API Ticket Creation with PowerShell Does anyone have sample code for how to create a ticket using the REST API. Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. The name of the user who is filling the role is added to the role name. According to their documentation it requires the URI https://webservices4.autotask.net/atservicesrest/v1.0/Tickets and then the body contains the JSON formatted data: But this doesn't seem to work either and Datto are taking forever to respond to support tickets these days. /*WebhookExcludedResources (REST). This entity's purpose is to describe a billing Role that has been excluded from a Contract. NOTE If Knowledgebase is enabled and the ticket is used to create a Knowledgebase article, the contents of the Resolution field appear in the article. Resolution: After playing with some items and looking through the module code and Postman, everything needs to be treated as a string: Thanks to u/nutter91 for the assistance with submitting a record ID of 0 for new records and reminding me to simplify things. Selecting a Note Type populates the Publish To field of the note, but this default can be overridden. /*PowerShell Gallery | Dynamic/New-AtwsTicketCost.ps1 1.6.2.8 . This entity's purpose is to describe a Vendor type Company with an association to an Autotask Product. For detailed information, refer to The task or ticket stopwatch. One of these entities exists for every UDF that is set as visible on each asset category. The function of this entity is to describe the Ticket History, which tracks changes to the fields of the ticket entity, as well as the fields of any Service Level Agreement associated with the ticket. Need troubleshooting help? The API currently exposes the following entities. This entity contains SSLSubject Alternative Name (SAN) records associated with the ConfigurationItemsentity in Autotask. About note types. Ticket.Source is not required; however, in the UI the Source field defaults to 'Other', so for tickets created through the UI, the value for Ticket.Source is never Null. Need troubleshooting help? A cost is a billing item for products or materials. /*]]>*/Want to tell us more? Implementing the time entry portion wouldn't be terrible. The InventoryProducts entity is the container where you define inventory location, minimum and maximum stocking levels, and can see the summary of the product (Available, Reserved, etc.). When a SubIssueType value is provided, the associated IssueType value must also be provided. Provide feedback for the Documentation team, To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. NOTE Not all entities use UDFs. Thanks for your feedback. 3. This entity describes an Autotask SubscriptionPeriod. I am using CyberDrain PowerShell module but I am clearly missing something. ServiceLevelAgreementPausedNextEventHours (read only) is calculated as the time differential between the most recent time the ticket status changed to Waiting Customer and the time of the next SLA target. This entity contains the records for the Deleted Task Activity journal located in the Autotaskapplication at, This entity contains the records for the Deleted Ticket log located in the Autotaskapplication at. Changes made to the Contract by using the ContractServiceAdjustment entity affect only the quantity of units. } You can create additional mailboxes, but you won't be able to activate them. This entity describes the Resource and Role through the Queue association. The 'YYYYMMDD' value must be a date less than or equal to today's date. This entity describes an Autotask Contact. This entity represents ticket tag groups in Autotask. IssueType and SubIssueType are never required in the API. This entity's purpose is to describe a list item associated with a UserDefinedFieldDefinition entity that has dataType = List. If the ticket category is associated to an SLA, then use that ID. The Note Type field defaults to Task Summary. update() is allowed on a Ticket with an inactive ContactID value if that value is not being changed, or if a new active value is assigned. It mirrors the fields found on the. } All fields are read-only. Have an idea for a new feature? rev2023.3.3.43278. Want to talk about it? After you create the API key, login to your Autotask instance, hover over the Autotask button in the top left corner then . About an argument in Famine, Affluence and Morality, Redoing the align environment with a specific formatting. /*]]>*/Want to tell us more? This entity describes visual identifiers that you can use to categorize and search for Companies. Wherever it is available, it tracks essential information about the record. This entity records existing associations between tags and Knowledgebase articles in Autotask. Yep tried that - on the example given by Autotask it included "Id": "0" on the first line - but it doesn't make any difference. This entity describes the refund or credit charge that generates when the RMA is set as Authorized on a ticket with the RMA ticket category. Create Ticket Note. If a form template uses a value or provides content that is not allowed in a field by the category or the user's security settings, the field will not be updated. [CDATA[*/ This entity contains the attachments for the TaskNotes entity. xml - Autotask Web Service API integration with C# - Stack Overflow Integration vendors On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. The allowed actions are specific to the object. For example, although the client can create certain resources, not all resources accept a create call. Both the integration user and the API-only user must have security level permission to add or edit the entity. function SendLinkByMail(href) { With the granular ticket security features implemented in the 2016.1 release, the API Ticket entity will respect the View, Add, and Edit permissions assigned to the logged in end user, EXCEPT the API will not respect the 'Mine + Accounts' setting. This entity defines a user-defined field (UDF) in Autotask. I changed some values just in case they are sensitive. Have an idea for a new feature? This entity represents associations between assets and documents in Autotask. A subreddit for users of Autotask Professional Services Automation tool. This entity describes an Autotask Service Bundle added to a Recurring Service contract. The entity header identifies the parent entity the note or time entry is associated with. The following results have been performed on the sandbox of Autotask, to which I have a RTT of about 150-180MS. If the user sends content back to an unsupported entity, the Rich Text and all images it contains will be lost. UPDATE: I have published an updated version of this article based on our new PowerShell module for Autotask. Cost items can be billable or non-billable. Refer to Finding resource and child access URLs of REST API entities to learn how to locate these paths. A Contact is an individual associated with a Company. Create a Ticket in Autotask using Powershell 27 Aug 2015. This entity describes an Attachment in Autotask. If the ticket is created from a Datto RMM alert and the Autotask ticket category has a Due Date and Time configured, then we will clear the DueDateTime field on the alert supplied by Datto RMM, and apply the default from the Autotask ticket category. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. Incoming email processing - Autotask Contracts specify a billing arrangement with a Company. This entity's purpose is to describe a billing role that is excluded from the contract to which the set applies. It will not appear on the New Ticket Note or New Ticket Time Entry form. For example, when updating an entity, you may not be able to update all fields within the entity. They are saved as replies to the note or time entry they are added to. Every time i get a very helpful "Internal Server Error" message back, nothing else. It must have an association with an Autotask Opportunity entity, and it allows users to specify and track multiple products, services, labor items, etc., that further define the Opportunity. Within Autotask navigate to Homepage > Admin > Features & Settings; Tip - click the images to make them larger. SubIssueType is associated with an Issue and the available SubIssueType picklist items are specific to the associated IssueType. This entity describes an Autotask project Phase. A resource must have at least one role assignment. IMPORTANT If the New/Edit Time Entry or New/Edit Note dialog is saved on the Edit Task or Edit Ticket page, both the details panel and main canvas will be updated. [CDATA[*/ This entity represents documents associated with Knowledgebase articles in Autotask. Want to talk about it? The function of this entity is to describe the number of units of a specific service bundle with an association to a Recurring Service contract for a specific date range. Adding or changing a value for a recipient via the Quick Ticket Edits section will cause the names next to that check box to be added or changed accordingly. To obtain complete field information specific to your Autotask implementation, use theGETAPIcalls described in the resource and child collection access URLs section of this document. CreatorResourceID can return a ContactID. TicketCategory default values will be applied unless another value is passed in. function SendLinkByMail(href) { Creates a ticket note. /*]]>*/Want to tell us more? All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system. Create Ticket using API Hello, i've been trying to create a ticket in Autotask using the API but the documentation (as everyone has already mentioned) is virtually useless. This entity's purpose is to describe a ticket category, applied to tickets in Autotask to specify features and fields that appear on the ticket detail. It allows you to compensate for the Block Hour fixed rate by applying a multiplier to specific role rates. If the time entry dialog box is open for a long time, the Quick Edit fields can be changed by another user or a workflow rule. Provide feedback for the Documentation team. Zapier's automation tools make it easy to connect Autotask and Microsoft Excel. Refer to Adding and managing attachments. This section will be expanded if the note or time entry has at least one attachment. You might want to work with Autotask API's own Visual Studio solutions which are linked on their web services page. Refer to WebhookUdfFields (RESTAPI). Ticket cannot be created with an inactive TicketCategory. This entity describes an Autotask Company Contact that has access permissions for the Client Access Portal. In Autotask, you can create ticket categories that are identified as API-Only. Such ticket categories are hidden everywhere you select a ticket category . You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. If a value is not provided for ChangeApprovalType: For the ContactID field, Contact.AccountID must = Ticket.AccountID or the ParentAccountID of Ticket.AccountID. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. Head on over to our Community Forum! For more information about attachments, including call syntax, thresholds and limits, and a full list of attachment entities, refer to Working with attachments in the RESTAPI. The allowed actions are specific to the field. Setting Up the Autotask API Integration with CloudRadial This entity enables your authorized third-party apps or modules to query the categories that can be associated with an opportunity in Autotask. Button bar Header Task Status or Ticket Status General Quick Notification (Notify via "To") Quick Ticket Edits (tickets only) Add New Attachments Attachments The Notification panel Adding a note to selected tickets Unless otherwise noted, APIentities do not support the creation or editing of Rich Text content. The stopwatch starts running as soon as you open the task, ticket or time entry page. Resource access URLs for all entities appear in the next section of this article. 2. Create Quote. Security: This check box is available even if users do not have permission to edit tickets. Only form templates that are available to all selected tickets categories can be selected. Once you have connected Powershell to Autotask (see my previous post for a howto), you can query, create and update everything that the API allows.In this post I will show you how to create a new ticket, but the method is the . Contact Groups are an association of contacts, from one or more companies, that allow PSA users to send bulk email and create notes and/or to-dos simultaneously for all included contacts. This entity's purpose is to describe a location defined in Company Setup in the Autotask Admin module. This entity's purpose is to describe a note associated with an Autotask Contract. This entity contains the attachments for the ContractNotes entity. Invoices include Billing Items that have been approved and posted and are being billed to a customer or presented for information purposes only. If the ticket catgeory = 'RMA', the TicketType is set to 'Change Request', regardless of the value that is supplied. This entity's purpose is to describe a Type, for example, printer, server, or workstation, assigned to a Asset in Autotask. The RMA ticket category cannot be edited through the API. Do new devs get fired if they can't solve a certain bug? A company's category determines the layout of the entity's pages, which fields are visible, and which picklist options are available. If selected, the text entered into the Summary Notes or Description field will be added to the end of the Resolution field of the ticket. For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed. It has code to get popular entities like accounts, tickets, contacts etc. [CDATA[*/ This entity describes an Autotask Appointment,a scheduled calendar time that is not a service call. If you send the content back, the Rich Text and all images that it contains will be lost. This entity enables you to increase inventory counts associated with the InventoryProducts entity. This entity contains the attachments for the TimeEntries entity. Have an idea for a new feature? Form templates follow the limitations of the currently applied category and the user's security settings. Autotask Service Bundles group multiple Services for purchase. Task & Ticket Statuses - Autotask If you use the Kaseya RMM Extension, tickets generate by using Incoming Email Processing. You can select a different note type from the drop-down list. This entity contains the attachments for the TicketNotes entity. Create an API account in Autotask - Partner Docs Such ticket categories are hidden everywhere you select a ticket category when you create or edit a ticket; they are only used when tickets are created via the API. PDF Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal To learn more, see our tips on writing great answers. Want to learn about upcoming enhancements? How to follow the signal when reading the schematic? Thanks for your feedback. This entity describes a cost associated with an Autotask Ticket. This check box is enabled when the Internal check box is selected. Want to talk about it? function SendLinkByMail(href) { For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. Resources receive assignment to one or more roles through their department and queue associations. This entity contains the attachments for the. How to Configure Datto (AutoTask) PSA - RocketCyber What could be the reason? This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). create - Autotask This entity is only used by multi-currency databases. When it is expanded on the New Note or New Time Entry form, the New Attachment dialog box will open automatically. To complete the attachment process, you must save the note or time entry. If QueueID does not meet the requirement specified by the associated ticket category's 'Queue is Required' setting, as listed below, an error will occur. Here is the code I tried (after authenticating). If the Quick Ticket Edits section remains collapsed, you can save the note or time entry without completing required fields. Autotaskwill automatically assign the record number that follows the prefix. How to handle a hobby that makes income in US. 2. window.open(uri); For information about dialog boxes and how they differ from browser pages, refer to Minimizing Dialog Boxes. via the API and attached to the OnPlus Service Desk queue. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. Autotask users manage Asset notes on Assets. ChangeInfoFields are available regardless of whether they are Active or Inactive. This entity contains tag associations for documents in Autotask. This object describes general information for a survey generated by Autotask. Thanks for your feedback. The date/time stamp indicates the date and time the status was last refreshed from the task or ticket. Refer to Webhooks (REST API). ServiceLevelAgreementPausedNextEventHours. This entity describes an Autotask Ticket. On create(), if InstalledProductID is populated, the InstalledProduct.AccountID must = Ticket.AccountID. This entity contains attachments for the Tickets entity. It describes whether an Allocation Code of type Material Code on the Price List uses the internal currency or an external currency, and if it is external, lets you set the price in that currency. NOTE This field is visible only if Co-managed Help Desk is enabled on the Activation page, and only shown to resources who are not co-managed. [CDATA[*/ Notes can be searched and viewed from one place using the Global Notes Search, accessed from > Home >Search > Global Notes Search or > Reports > Other >General. In Picklist, an inactive TicketCategory displays in italic text. This entity's purpose is to describe a serial number associated with an Inventory Item. It allows you to configure tiered or volume pricing for the billing product. The API does not respect the TicketCategory's 'required' and 'available list item' settings, with the exception of the 'Queue is Required' setting. This entity represents time off requests submitted by Autotaskusers. It shows the Task Number or Ticket Number, Task Title or Ticket Title, and Company fields, plus the quick copy icons. If the ticket category was configured to display them, additional ticket fields appear in this section on time entries and notes. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity describes an Autotask resource assigned to a ticket that is assigned to a service call. To learn more, refer to The Rich Text editor. IMPORTANT By default, notes and time entry pages launched from a task or ticket in New, Edit, or View mode open in a modal dialog box. Want to learn about upcoming enhancements? Any existing Change Request tickets can be edited. You cannot create a ticket with TicketType = Problem and specify a ProblemTicket ID or specify ProblemTicketID for an existing Ticket with TicketType=Problem; that is, a ticket that is already a problem ticket cannot become an incident to another problem ticket. It describes Price List information associated with a WorkTypeModifier entity. Calculated in hours only. 'Mine + Accounts' will be treated as 'None.' Alert workflow - Autotask [CDATA[*/ Any unsaved changes in those areas will be kept. Hello, i've been trying to create a ticket in Autotask using the API but the documentation (as everyone has already mentioned) is virtually useless. The ChangeManagement module must be enabled to create a new ticket with TicketType = Change Request. ChangeApprovalBoard must reference an active Change Approval Board. By clicking Accept all cookies, you agree Stack Exchange can store cookies on your device and disclose information in accordance with our Cookie Policy. Checklists are an optional feature on the ticket page that display numbered items to be completed in order to finish work on a ticket. Action. Click on Service Desk/Ticket Categories. Refer to WebhookFields (REST API). /*]]>*/Want to tell us more? Come try it. Gettings 721 tickets based on a title filter: "Title eq hello!" If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. Open the Kaseya Helpdesk. Autotask is a one solution ticketing system for managing your IT business that integrates with N-able N-central enabling you to map customers between both systems and share asset information for ticket creation, configure automatic ticket creation and bundle accounts in Autotask for billing. ExpenseItem.AccountID is updated and ExpenseItem.ProjectID, ExpenseItem.TaskID, or ExpenseItem.TicketID is set to Null. Click Get current values to update field values. For more information on granular ticket security, refer to the Online Help topic: Update() is allowed on a Ticket with an inactive attribute value if that value is not being changed. window.open(uri); In Autotask, the account team associates resources with an account. Click on the context menu bar to the left of the Standard category the, click Edit. The API-only user's security level must allow impersonation on the entity type. I think I posted the beginning of that script in here that will get you connected via Powershell and how to create the ticket. For the Autotask REST API, the Read-Only and Required field attributes have the following meanings: It is possible for a field to be both Read-Only and Required. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Adding a note to a task or ticket - Autotask function SendLinkByMail(href) { I know I have correctly authenticated and set the BaseURI because I can get company information for customers. How to connect Autotask + Microsoft Excel - Zapier This entity's purpose is to describe a Resource - Role - Queue relationship. function SendLinkByMail(href) { permission is required. If you select a different note type, keep in mind that it might be set to a different Publish option. The Entities list provides a link to additional information about the entity and its standard Autotask fields. Set up the Autotask trigger, and make magic happen automatically in Microsoft Excel. It controls who can view the note. ConfigurationItemSslSubjectAlternativeName. This entity represents the daily availability, hours goal, and travel for a resource. window.open(uri); This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail.

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