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Autotask Integration
Overview
If you’re using Autotask, you can integrate DefensX to:
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Receive service tickets in real time.
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Sync subscription usage for each product into your billing agreements.
The integration process involves creating an API-only resource, generating API keys in Autotask, and configuring the DefensX backend.
Configurations in Autotask
Creating an API-Only Resource And Generating Keys
To set up the API-Only Resource:
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Navigate to Admin → Account Settings & Users → Resources/Users (HR) → Resources/Users
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Click the arrow in the next of New button, and select the New API User
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Under General tab:
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Enter a First Name and Last Name like "DefensX Resource"
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Give an e-mail address
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And set the Security Level as API User (System)
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Set Primary Internal Location as the location where the team is responsible for the DefensX Tickets.
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Under Credentials tab, click Generate Key and Generate Secret. Copy the both credentials in the boxes.
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Under API Tracking Identifier tab, select Integration Vendor as DefensX.
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Click Save & Close at the top of the page.
Configurations in DefensX
Creating The Integration
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Switch into DefensX Backend, and navigate to Integrations in the partners console. Then click to ADD button at the line of Autotask.
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Paste the Credentials you copied from Creating an API-Only Resource And Generating Keys.
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Click Test Connection button below. You should see “Connection successful” message.
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Then, you should be able to click the button Create Integration.
Company Mapping
Autotask Companies (or accounts) are your customers in DefensX. You need to map the companies to your DefensX customers.
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Click the box at the line of customer. At the triggered drop-down menu, you can see your Autotask Companies. The customers with most similar name will be displayed with green background.
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When you finish the mapping, click Save Client Mapping to proceed.
Ticket Integration
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Click the toggle button at the line of Ticket Integration.
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Fill the form to set the default settings
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Default Queue: This queue will be assigned to the tickets created by DefensX.
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Initial Status: This will be the initial status of the tickets created by DefensX.
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Closing Status: This will be the final status of your tickets. When ticket reached the closing status, the associated user request will also be closed at DefensX. Also, when a user request is closed at DefensX, this will be the status of the associated ticket at Autotask. Do not forget to scroll down to see more statuses.
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Click Save Ticket Configuration.
Billing Integration
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Click the toggle button next to Billing Integration.
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Set the Default Billing Code. This will be assigned to the services which will be created by DefensX Integration.
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Select the recurring contract for the customer that is already mapped. If your contract does not appear, please check the following:
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What is the contract type? Only contracts with the type "Recurring Services" will be displayed here.
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Is the contract assigned to the mapped company? Make sure to verify the "Account Name" of the contract in Autotask to ensure it matches the mapped company.
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Click on the Save Recurring Contract Mapping button.
Synchronization
Your integration has been set, and it will be periodically synchronized. However, you might want to trigger the first synchronization manually to speeding integration up and be able to create Extension Callout. The synchronization will take a while. Also, do not forget to copy the Extension Callout URL.
Generating Ticket Extension Callout and Workflow
After creating your integration, you need to create an Extension Callout for the informing DefensX Backend when tickets are closed.
Finding Extension Call URL
After finalizing the Autotask Extension, you will be able to see the Callout URL. Click the Copy button at the left bottom of the box to copy the Callout URL to your system clipboard. This will be needed for creating Ticket Extension Callout.
Creating a Ticket Extension Callout
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Navigate to Admin → Extension & Integrations → Other Extensions & Tools → Extension Callout (Tickets).
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Click New
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Set a name like you want.
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Copy the Extension Callout URL from the Status page.
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Set Ticket User-Defined Field as “Is DefensX Ticket?”. If you can not see this option, please make a synchronization at DefensX first.
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Set HTTP Transport Method as POST.
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Click Save & Close at the top of the page.
Creating a Workflow Rule
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Navigate to Admin → Automation → Workflow Rules → Workflow Rules.
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Click New on the page.
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In General Section, give a name like "Close DefensX User Requests".
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In Events section, click the checkbox of Edited by and set it to Anyone.
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In Conditions section, set first Attribute as Status, set operator as Equal To and set value as the Closing Status you have chosen in DefensX.
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In Actions section, set Then Execute Extension Callout as the created extension callout.
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Click Save & Close to create the workflow.