Resource access URLs for all entities appear in the next section of this article. If TicketType = ChangeRequest, ProblemTicketID cannot have a value. It allows you to compensate for the Block Hour fixed rate by applying a multiplier to specific role rates. LastActivityPersonType values indicating whether the initiator of the last activity was a resource or a contact. /* This entity's purpose is to describe a resource assigned to a task but not as the primary resource. 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. LOB security is respected in the API. Security: This check box is available even if users do not have permission to edit tickets. /*Autotask REST API resources Any unsaved changes in those areas will be kept. Refer to Webhooks (REST API). The function of this entity is to describe the default settings for fields associated with the specified ticket category. The allowed actions are specific to the object. In Autotask, you can create ticket categories that are identified as API-Only. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 . A ticket can have additional assets even if there is no primary asset. If the user sends content back to an unsupported entity, the Rich Text and all images it contains will be lost. If the ticket does not have a value for a role, the check box for that recipient will still be enabled, because they can still be selected on the Notification panel. 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. This entity describes an Autotask Contract Rate. We're using Power Apps to capture information and then Flow passes it to Autotask, i can pull information using GET but unable to create anything. A Contact is an individual associated with a Company. Autotaskincludes a time off policy management feature that enables your company to track employee time off benefits. Create a Ticket in Autotask using Powershell Making IT work Autotask users manage Asset notes on Assets. Calculated in hours only. The ticket SLA is defaulted in using the following logic: Check the asset. Autotask Customer Satisfaction Surveys, One-Click CSAT or CES Ticket I think I posted the beginning of that script in here that will get you connected via Powershell and how to create the ticket. Tickets where Type = Service Request cannot be associated with a ProblemTicket ID. This entity contains checklist items related to documents in Autotask. Want to talk about it? This entity describes notes created by an Autotask user and associated with a Product entity. Every time i get a very helpful "Internal Server Error" message back, nothing else. NOTE When opened from the Ticket Time Entry dialog box or page, you can select the Internal Only check box. Can airtags be tracked from an iMac desktop, with no iPhone? Did any DOS compatibility layers exist for any UNIX-like systems before DOS started to become outmoded? They are also not exposed in the API or LiveReports. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. If the ticket has no associated posted items and Ticket.AccountID is changed, any associated (non-posted) Contract, TimeEntries, or TicketCosts are set to Null, along with any Service or ServiceBundle items associated with the TimeEntries or TicketCosts. This entity describes an Autotask project task assigned to a service call. If the ticket category has only the due date or only the due time configured, then the API Ticket.DueDateTime will be required, and not supplying a value will return an error message. The returned body will be super useful going forward if you can get it though! It also tracks the resource and date &time each step was completed. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. Such ticket categories are hidden everywhere you select a ticket category . It describes whether a Product on the Price List uses the internal currency or an external currency for a Product Tier, and if it is external, lets you set the price in that currency. The Action Type specifies the type of activity scheduled by the to-do or associated with the note and the actionType View controls where the Note or To-do appears in the user interface. [CDATA[*/ All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system. About Autotask Integration and Configuration - WatchGuard 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. This entity describes an Autotask Notification, as listed in the Notification History page. From the main navigation menu click Admin/Features & Settings. Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. Any existing Change Request tickets can be edited. This may be a difference between the SOAP and the REST API, but on SOAP new tickets require the id to be set as 0. If you attempt to query these fields, you will receive an error message. and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. It will not appear on the New Ticket Note or New Ticket Time Entry form. 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. To learn more, refer to The Rich Text editor. Adding or editing an API user - autotask.net A subreddit for users of Autotask Professional Services Automation tool. This entity's purpose is to describe a Resource - Role - Department relationship. This entity describes an Autotask service call and its relationship to four other service call related entities. This entity contains the attachments for the TicketNotes entity. 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. Alert workflow - Autotask For child collection access URLs and specific entity names, refer to the individual articles linked in the List of Entities section of this article. The status field describes how close a ticket is to resolution, or how close a task is to completion. window.open(uri); This entity describes an Autotask Inventory location, that is, a physical or virtual place where your company stores or assigns inventory items. 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. The function of this entity is to describe the tax rate for a specific billing item. Can Query is not included because non-queryable fields are listed under a separate heading. This entity describes an Autotask Resource. Wherever it is available, it tracks essential information about the record. If the current priority is inactive, update() is allowed if the Priority value is not changed, or if Priority is changed to an active value. Thanks for your feedback. If the Quick Ticket Edits section remains collapsed, you can save the note or time entry without completing required fields. To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. The name of the user who is filling the role is added to the role name. The entity provides an efficient way to access the details, via the API, to assist with the customer's Autotask implementation. This entity describes an Autotask Company Contact that has access permissions for the Client Access Portal. A SubscriptionPeriod stores the information for an individual billing period item associated with an Autotask Subscription. } This entity contains the attachments for the ConfigurationItemNotes entity. The following table describes the standard Autotask field objects for this entity. /*]]>*/Want to tell us more? If it is selected, you can update the status of all incidents. You can update an existing Ticket that has a Resource + Role combination that uses an inactive role. Either click the template or click. Yep tried that - on the example given by Autotask it included "Id": "0" on the first line - but it doesn't make any difference. Additionally, only those statuses that are available to all selected tickets categories are available for selection. All active note types of the category Task are available, plus the current selection even if it is inactive. Head on over to our Community Forum! Create Tickets in autotask using REST api in python A billing item may or may not be included in an invoice and billed to the customer. /*PDF Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal The resources then have access to the account data when their security level allows account access at the Mine level. Press question mark to learn the rest of the keyboard shortcuts. [CDATA[*/ When you enable the Organizational Structure feature in Autotask, this object describes the association between an organizational structure Branch and Line of Business. Selecting a Note Type populates the Publish To field of the note, but this default can be overridden. This entity represents company (account)categories in Autotask. On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. 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. Integrating with Autotask - IT Glue https://webservices4.autotask.net/atservicesrest/v1.0/Tickets. Changing the task the time entry is associated with, Creating Knowledgebase articles from tickets, Can view time entry internal notes, internal notes, and internal attachments (on Ticket Detail and CRM Detail screens), Can view time entry internal notes, internal notes, and internal attachments (on Task Detail screens), Need troubleshooting help? Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. This entity is only used by multi-currency databases. This entity describes an internal cost created for a resource-role combination for time entries on a specified contract. This entity describes an Autotask Ticket. Verify you support email. If no TicketCategory is passed in, the API will use the logged in resource's default category; if the resource does not have a default category, the API will use the Company's system default ticket category. 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. This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. When you enable the Organizational Structure feature in Autotask, this object describes an organizational structure Line of Business. Autotask administrators create UDFs in the Administration Settings of the Autotask system. You can find these fields in the entity description under 'Fields that Cannot Be Queried.'. Visit the Ideas forum! This entity describes an instance of hardware, software, or a material item in Autotask that a company sells or supports for customers. If a ticket is created or updated with a sub-issue type that is excluded from the associated contract, the ticket's ContractID will be updated to that of the exclusion contract, if it exists. An allocation code represents one of six billing item categories: Work Types and Internal Allocation Codes (. NOTE The Autotask REST API stores and returns all entity time data in Coordinated Universal Time (UTC). It shows the Task Number or Ticket Number, Task Title or Ticket Title, and Company fields, plus the quick copy icons. From the pull-down menu, Resources receive assignment to one or more roles through their department and queue associations. This field is required unless the supplied ticket category or the user's default ticket category has both the Due Date and Due Time configured. The Deleted Ticket Activity log provides a list of ticket time entries, notes, and attachments that were deleted from your system. To verify and configure these settings perform the following steps. You can only create it; you cannot query or update it. Visit our SOAPAPIlifecycle FAQ article to learn more. Is it possible to rotate a window 90 degrees if it has the same length and width? [CDATA[*/ For a list of all currently available entities, refer to the , or check the Online Help's table of contents. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; If a ticket already has checklist items, the checklist library is appended to the end of the list of checklist items. One of these entities exists for every UDF that is set as visible on each asset category. This entity's purpose is to describe a location defined in Company Setup in the Autotask Admin module. This entity describes a cost associated with an Autotask Ticket. NOTE Although the Autotask interface now allows multiple resources on a ticket, the current versions of the Web Services API do not support this feature. The RMA ticket category cannot be edited through the API. Some fields on Entities require an id to a parent Entity. function SendLinkByMail(href) { Need troubleshooting help? If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. You can select a different note type from the drop-down list. Enter your API credentials and then click Connect. function SendLinkByMail(href) { Saves the note or time entry and opens a new dialog box. Using notes in Autotask The 'YYYYMMDD' value must be a date less than or equal to today's date. Read-Only:Read-Only fields cannot be changed by, Required: Required fields must be present when you attempt a. When the Organizational Structure is enabled in Autotask, this object describes an organizational structure Branch. Also create Note/Attachment(s) on # incident(s). The impersonated resource must have permission to act as configured in the other sections on the Edit Security Level page. Checklists are an optional feature on the ticket page that display numbered items to be completed in order to finish work on a ticket. 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 allows the field to be cleared for tickets that are not Change Request type tickets. Integration vendors This selection opens a page that contains a subset of the fields documented above. 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. You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method. Some users wanted a benchmark of the new API. This entity takes on the UDFs that hold the site setup information for the Company represented by companyID. This entity describes detailed information about on-hand. This entity's purpose is to describe a geographic area where billing items have the same tax rate. If you set the status of selected tickets to Complete, and one or more tickets have incomplete to-dos, a confirmation message will ask if you want to complete associated to-dos. 'Mine + Accounts' will be treated as 'None.' If setting equals 'Never' then the API will not require the QueueID value. This entity contains the attachments for the. DocumentConfigurationItemCategoryAssociations. This entity records existing associations between tags and Knowledgebase articles in Autotask. QueueID requirement - The ticket's category (Ticket.TicketCategory) will determine whether or not Ticket.QueueID is required, based on the category's 'Queue is Required' setting. This resource describes key business details for the Autotask Company 0, the Autotask user's company account. Tickets define service requests within the Autotask system. About N-able N-central integration with Autotask How to connect Autotask + Microsoft Excel - Zapier You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. The Autotask REST API presents selected Autotask resources as programming objects that allow the client to perform actions on them. The ConfigurationItemRelatedItems entity enables you to view, add, and remove related child or parent CIs in Autotask. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. When you use the APIto update this field, the RESTAPIwill return the text-only version of its content. Is there any way for you to see what the response from Autotask is? You may also update UDFs for entity types that allow update and create. If there is no Contract Service or Bundle SLA, then check the Contract. Notes published . If ChangeApprovalStatus = Assigned, user can change it to Requested (only). } /*]]>*/Want to tell us more? This entity contains attachments for the Opportunities entity. To use a speed code, enter it in the field. This entity describes an individual business unit that has an association with a company in Autotask. 3. This entity's purpose is to describe an asset category. IMPORTANT Although you can query all resources, some objects contain fields that you cannot query. ChangeApprovalBoard must reference an active Change Approval Board. Complete the New Attachment dialog box. If you select a different note type, keep in mind that it might be set to a different Publish option. Autotaskwill automatically assign the record number that follows the prefix. What video game is Charlie playing in Poker Face S01E07? When a ticket category is applied and it changes the value of ChangeApprovalType, the field will be updated even if the ticket type does not = ChangeApproval. Where does this (supposedly) Gibson quote come from? Append to Resolution on # incident(s) (tickets only). The Autotask REST API presents selected Autotask resources as programming objects that allow the client to perform actions on them. Configure automatic ticket creation for Workplace Manager - Datto The properties represent data fields. NOTE Not all entities use UDFs. This entity describes an Autotask project Phase. If a ticket has TicketType not equal to 'Change Request' and it has data in one or more the fields that are exclusive to Change Request tickets, then the ticket can be saved. On create(), if InstalledProductID is populated, the InstalledProduct.AccountID must = Ticket.AccountID. You get internal server error when it's not happy about something, but in the returned body it normally expands on the particular error. This entity describes results and information for a survey generated by Autotask. Extension Callout (Tickets) - Autotask Implementing the time entry portion wouldn't be terrible. This entity's purpose is to describe a note associated with an Autotask Contract. /*create - Autotask Want to talk about it? This section will be expanded if the note or time entry has at least one attachment. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. If TicketType = Service Request and the ticket also specifies a ProblemTicketID, the ticket type is updated to Service Request. Refer to Creating Knowledgebase articles from tickets. Provide feedback for the Documentation team, To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). > Service Desk >Search >Tickets >click Search > open a ticket >Quick Add bar > select Note (Alt+2), NAVIGATION > Projects >Projects > search for a project >click on the Project Name > Schedule > task context menu > General > View Details > Quick Add bar > select Note (Alt+2). If the ticket category is associated to an SLA, then use that ID. To obtain extended information about entities and their field data, use the GET API call. This entity contains the attachments for the ContractNotes entity. If no value is provided for Ticket.Source when a ticket is created via the API, the default Source value is returned on update. 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. This entity's purpose is to describe a transaction where a specified quantity of one Inventory Item entity transfers from the items currently assigned Inventory location to another Inventory location. The REST API permits you to retrieve values for all entity UDFs via the query method. This entity describes an Autotask Quote Item. This entity contains SSLSubject Alternative Name (SAN) records associated with the ConfigurationItemsentity in Autotask. If you have not clicked the Get current Status link, it will be the date and time you opened the page. Most of the values were taken from an existing ticket. ConfigurationItemWebhookExcludedResources. When you enable the Organizational Structure feature in Autotask, this object describes an Autotask Resource association with an organizational structure pairing of OrganizationalLevel1 and OrganizationalLevel2 (OrganizationalLevelAssociation entity).

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