BRC - Integrate BRC with Autotask

Note: Autotask has updated their API to v1.6 as of December 31 2019.

This new API requires user credentials with API user security privileges. If you integrate with Autotask PSA, you must update credentials by the end of December 2019 or you will not receive PSA tickets from BRC.

You can configure Autotask integration settings from the Site Settings page.

Instructions

To integrate with Autotask:

1. In the Site Details page, click the Settings link.
2. In the Site Settings page, click the Edit button in the PSA Tool section.
3. In the PSA Tool section, use the Configure Using drop-down menu to select your preferred PSA tool. For this example, select Autotask. The page expands to display configuration settings.
4. Enter configuration settings, including:
   • In the Username field, enter the username used to log in to the administrating Autotask account.
   • In the Password field, enter the password used to log in to the administrating Autotask account.
   • In the Confirm Password field, confirm the password.
   • In the Account ID field, enter the Account ID of the target Client site. This is automatically generated when creating an account in Autotask. For instructions on how to obtain the Account ID, please refer to the section below.
   • In the Queue ID field, enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues. For instructions on how to obtain the Queue ID, please refer to the section below.
   • Click the Save button when you are finished.

Autotask Integration in the UMC

You can integrate the Autotask PSA tool in the UMC in addition to the Web Application (RMC). This will allow you to configure specific events to publish to the PSA tool.

Because the UMC is appliance-specific, you will need to log in to each appliance to integrate with Autotask. When you log in to the UMC, you can optionally inherit configuration settings from the Web App.

To integrate Autotask in the UMC:

1. On the UMC, click the System tab in the top navigation menu.
2. On the left navigation menu, click the PSA option. The PSA page displays.
3. Optionally, on the PSA page, click the Inherit PSA Configuration Info from RMC checkbox to inherit PSA settings already configured through the Axcient Web Application (RMC) .
4. Alternatively, on the PSA page, select Autotask from the drop-down menu and click the Configure PSA Tool button.
5. Enter the following information:
   • In the Username field, enter the username used to log in to the administrating Autotask account. For instructions on how to set up a resource account with the API role enabled, please refer to the section below.
   • In the Password field, enter the password used to log in to the administrating Autotask account.
   • In the Confirm Password field, confirm the password entered in the Password field.
   • In the Account ID field, enter the Account ID of the target Client site. This is automatically generated when creating an account in Autotask. For instructions, please reference the section below.
   • In the Queue ID field, enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues. For instructions, please reference the section below.
   • In the Priority field, assign a priority number to determine the ticket order assigned for tickets automatically published to Autotask. Leave this field empty to automatically set the priority to that of the default setting in Autotask.
6. Optionally, to configure advanced settings, click the Advanced Settings button and update all appropriate fields.
7. Click the Save button.

Collecting Additional Information

As part of the Autotask integration process, you will need to complete a set of basic configuration tasks within the Autotask platform.

This section basic configuration tasks that take place within the Autotask platform. As a best practice, however, we recommend referencing Autotask documentation for complete configuration steps.

Enable the API Role in Autotask

The administering Autotask resource account, used to integrate with your Axcient product, must be configured as an API user. You can either create a new resource account or update an existing resource account. In this example, we will create a new resource account.

To configure a new resource account:

1. Hover your mouse on the Autotask icon to activate the main navigation menu.
2. Point to the Admin tab and select Resources (Users).
3. Click the New button to create a new resource user.
4. Click the General tab and enter basic account information.
   • In the First Name field, enter a first name of the resource.
   • In the Last Name field, enter a last name of the resource.
5. Click the Security tab and create login credentials.
   • In the Security Level field, select API User (System).
   • In the API Tracking Identifier field, select the Integration Vendor option and then select Axcient from the drop-down menu.
6. Using the main navigation menu, point to Admin and select Features & Settings.
7. Click to expand the Resources/Users accordion menu and select the Protected Data Permissions link.
8. Find the resource account and ensure the View Protected Data checkbox is selected.
9. Click the Save button when you are finished.

Obtain the Account ID

The Account ID is found in the Account Details page of the appropriate account.

To obtain the Account ID:

1. On the top navigational menu, point to the My… tab and click Accounts under the CRM section.
2. Use the Search field to find the account.
3. Click the account or right-click the account and select View Account.
4. The Account ID is located in the left-hand section.

Obtain the Queue ID

The Queue ID is found in the Queue Details page of the appropriate Service Desk Queue, located in the Features and Settings section.

To obtain the Queue ID:

1. On the top navigational menu, point to the My… tab and click Accounts under the CRM section.
2. Use the Search field to find the account.
3. Click the account or right-click the account and select View Account.
4. The Account ID is located in the left-hand section.