Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. IMPORTANT When this feature is released, we will change the Publish settings of ticket and task notes and attachments to Internal &Co-managed for all tickets and tasks where the Co-managed Visibility is set to Visible. NOTE Not all entities use UDFs. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. NOTE If the Ticket Note or Ticket Time Entry page is opened from the Edit Ticket page, Forward/Modify is disabled. They are required in the UI only if the system setting 'Require Issue and Sub-Issue on tickets' is enabled. The entity header identifies the parent entity the note or time entry is associated with. 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.). For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. The Web Services API stores and returns all time data in Coordinated Universal Time (UTC). 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). The impersonated resource must have permission to act as configured in the other sections on the Edit Security Level page. Tickets and project tasks share the same list of statuses. 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. The ConfigurationItemRelatedItems entity enables you to view, add, and remove related child or parent CIs in Autotask. There were some field name changes between the Soap and REST API, can you try all the same but replace the accountId field with companyId? Thanks for your feedback. the URL but request it using, Create Tickets in autotask using REST api in python, webservices.autotask.net/atservicesrest/v1.0/, How Intuit democratizes AI development across teams through reusability. /*Webhooks (REST API). I use the Powershell API to create tickets based on an Excel spreadsheet. The selected recipients are added to the To: field; CC: and BCC: fields are not populated. A new inactive ContactID value cannot be assigned on create() or update(). Tickets define service requests within the Autotask system. /*Extension Callout (Tickets) - Autotask The entity exists for billing use purposes. When it is expanded on the New Note or New Time Entry form, the New Attachment dialog box will open automatically. These accounts are free of charge, but they do not provide access to the Autotask UI. A Resource + Role combination assigned to a ticket must be associated with at least one Service Desk Queue. Refer to Finding resource and child access URLs of REST API entities to learn how to locate these paths. This entity describes an Action Type assigned to a CRM Note or To-Do. The ticket SLA is defaulted in using the following logic: Check the asset. 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 . This entity contains the categories that hold Knowledgebase articles in Autotask. This entity's purpose is to describe a multi-level approval record for an Autotask time entry. If recipients are added or removed from the To: field on the Notification panel, the matching role-based check boxes will become selected or cleared. Autotask: Line of Business (LOB) Key Things to Know Refer to WebhookFields (REST API). Field is cleared when ticket comes out of Waiting Customer status and is recalculated every time ticket goes back into Waiting Customer status. Expand RESOURCES/USERS (HR) and click Resources/Users; Tip - click the images to make them larger. } The ChangeManagement module must be enabled to create a new ticket with TicketType = Change Request. If the ticket category = 'RMA', and no value is supplied for the Contact field, it will be set to the contact of the supplied asset. 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 describes a cost associated with an Autotask Ticket. On notes that can become a notification email, attachments can be included. This entity describes one or more account contacts assigned to a Ticket, other than the Ticket Contact (Ticket.contactID). NOTE If the InstalledProduct value is not being updated, and for some reason it is already associated with an Account that is different from the Ticket Account, the update() will not fail. Although the data will remain intact and will be reportable, it will not be viewable in the ticket in Autotask. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Changes made to the Contract by using the ContractServiceBundleAdjustment entity affect only the quantity of Contract Service units. If no asset or contract SLA, then check the Ticket Category. UDF changes are included in the criteria for updating LastTrackedModificationDate. This entity's purpose is to describe a modifier for a given Work Type BillingCode. Want to talk about it? This selection opens a page that contains a subset of the fields documented above. For example, when creating a Ticket Note you must supply the id for the Ticket that the note will be associated with. This entity describes an Autotask Payment Term. This entity describes an Autotask Contract Block which represents a block of hours purchased for a Block Hour type Contract. function SendLinkByMail(href) { What sort of strategies would a medieval military use against a fantasy giant? The function of this entity is to describe the resources associated with a Company Team. } Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. In Autotask, the account team associates resources with an account. If the asset is associated to an SLA, then use that ID. How do I connect these two faces together? A ticket workflow rule with a Create Ticket Note . To open the page, use the path(s) in the Security and navigation section above. The entity provides an efficient way to access the details, via the API, to assist with the customer's Autotask implementation. /**/Want to tell us more? The instructions in this topic help you create an Autotask API user account, configure configuration items and monitors, and configure ticket management in Autotask for your Firebox integration. If selected, only internal Autotask resources will be able to view the note, and the, you opened the Time Entry or Note page from the Edit Ticket page, you don't have permission to edit tickets. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; 2. Each of the entities inherits from the Autotask base class Entity. Also create Note/Attachment(s) on # incident(s). window.open(uri); Billing milestones define tangible work or measured progress that must be completed before billing can take place. Security: This check box is available even if users do not have permission to edit tickets. Want to talk about it? TicketType must = Incident before the ticket can be associated with a ProblemTicketID. 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. Log into Autotask and navigate to the menu on the left and click on Admin 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. Do new devs get fired if they can't solve a certain bug? Edit: oh and for the REST API, the ID field isn't needed, just so you are aware. On update, a TicketCategory cannot be updated to another TicketCategory that is inactive. Web Services is, however, aware of and will check existing multiple resources on a ticket and will not allow any resource to be assigned as primary resource if that resource is already a secondary resource. Resource access URLs for all entities appear in the next section of this article. The following table describes the standard Autotask field objects for this entity. It determines a customer's total taxes on billing items. What is a word for the arcane equivalent of a monastery? This entity's purpose is to describe a note associated with an Autotask Contract. window.open(uri); Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. } This entity describes an Autotask Block Hour Factor, an option used with Block Hour type Contracts. If an unsupported entity receives a request to update a field that contains Rich Text, the API will update the text-only version of the field and overwrite the data in the Rich Text field with plain text. This will populate the LOB field with that selection when creating any entities where LOB can be applied. This section will be expanded if the note or time entry has at least one attachment. If TicketType = ChangeRequest, ProblemTicketID cannot have a value. Create Ticket Note. Namely the VS solutions are here. To obtain extended information about entities and their field data, use the GET API call. https://www.autotask.com/, Press J to jump to the feed. The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets. Thanks for your feedback. The API can complete a ticket that has one or more incomplete 'Important' Checklist items. When an inventory product is manually created, stocked items are also created. This allows the field to be cleared for tickets that are not Change Request type tickets. The Autotask REST API Getting started REST API security and authentication REST API revision history Working in the API Introduction to the Autotask REST API Introduction to REST API calls Autotask REST API resources Good to know. , This field is editable for tickets whose ticket category is 'RMA.'. The entity exists for billing use purposes. Refer to Creating Knowledgebase articles from tickets. The New and Edit pages for each entity feature a notification panel that is accessed from a persistent handle at the bottom of the page. LOB security is respected in the API. Come try it. Thanks for your feedback. 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. Autotask administrators create UDFs in the Administration Settings of the Autotask system. When you enable the Organizational Structure feature in Autotask, this object describes an organizational structure Line of Business. All text formatting and images will be lost. On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. /*Autotask Customer Satisfaction Surveys, One-Click CSAT or CES Ticket For more information, refer to. Is there any way for you to see what the response from Autotask is? Thanks for your feedback. This check box is enabled when the Internal check box is selected. Want to talk about it? Incoming email processing - Autotask This entity describes notes created by an Autotask user and associated with a Task entity. You can find these fields in the entity description under 'Fields that Cannot Be Queried.'. This entity describes a transaction where a specified quantity of an InventoryProducts or an InventoryStockedItems entity is transferred from the items current InventoryLocation to a different InventoryLocation. 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. Have an idea for a new feature? This object describes list items added to a check list on an Autotask ticket. What video game is Charlie playing in Poker Face S01E07? In this section, you add new attachments. This entity is only used by multi-currency databases. The Modules entity surfaces the availability and active status of modules (such as the Procurement module and the Inventory module)in Autotask. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Visit the Ideas forum! If a ticket already has checklist items, the checklist library is appended to the end of the list of checklist items. This entity describes one or more Autotask Assets (previously known as Configuration Items) assigned to a Ticket beyond the primary asset(ticket.configurationItemID). It describes whether a Service 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. Using notes in Autotask I changed some values just in case they are sensitive. 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. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. Asking for help, clarification, or responding to other answers. This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. Please open the solution (the C# one) in Visual Studio and work with the sample code there. The assets associated with Knowledgebase articles are recorded in this entity. If ChangeApprovalStatus = Assigned, user can change it to Requested (only). When updating a field that has Rich Text, the APIwill return the text-only version of the field. Getting an API User setup, along with the keys, will set us up to establish a link between CloudRadial and Autotask so that they can share information back and forth. Selecting a Note Type populates the Publish To field of the note, but this default can be overridden. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. To make calls to the entities of the AutotaskRESTAPI, you will need to use their resource access URLs or child collection access URLs. This entity's purpose is to describe a cost associated with an Autotask Project. Want to learn about upcoming enhancements? Do not confuse it with Currency local term selection, which is not available when using Multi-currency. How can I explain to my manager that a project he wishes to undertake cannot be performed by the team? This entity represents a document in Autotask. This entity contains notes for Knowledgebase articles in Autotask. Head on over to our Community Forum! Ticket Date Completed by Complete Project Wizard, Ticket Department Name OR Ticket Queue Name, Service Level Agreement Paused Next Event Hours, This entity will be read-only if the module with which it is associated is not active. Ticket.AccountID cannot be changed if the ticket has an associated and posted TimeEntry, TicketCost, or Expense. The change request approval process is part of the Autotask Change Management feature set. To open the page, use the path (s) in the Security and navigation section above. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. REST API supportability and query thresholds If you find a defect in the API. This entity's purpose is to describe a configurable alert message, associated with an account, that appears on different account-related pages. 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. It does not describe transactions where an Inventory Item is associated with a Company as an Asset. A cost is a billing item for products or materials. Be aware that some field data, such as picklist values and user-defined fields, may vary between Autotask implementations and cannot be provided in this document. Changes made to the Contract by using the ContractServiceAdjustment entity affect only the quantity of units. 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. Best Practice but optional: Set up Workplace-specific queue, ticket source, issues and sub-issues in Autotask. This entity describes the Resource Role and Department association. Any existing Change Request tickets can be edited. If you attempt to query these fields, you will receive an error message. 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. From the main navigation menu click Admin/Features & Settings. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. If setting equals 'Never' then the API will not require the QueueID value. function SendLinkByMail(href) { Create Tickets in autotask using REST api in python Ask Question Asked 7 months ago Modified 7 months ago Viewed 145 times 0 I am new to autotask. This entity describes the pricing and costing tiers for a specific billing product on the Product table. LastActivityPersonType values indicating whether the initiator of the last activity was a resource or a contact. 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. This entity describes an Autotask To-Do, a scheduled item associated with a Company that appears on the user's Autotask calendar. After you create the API key, login to your Autotask instance, hover over the Autotask button in the top left corner then . 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. Either click the template or click. Autotask Resources are employees, contractors, or consultants with access to a company's Autotask system. This object associates a Product entity with a PurchaseOrder entity. This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). If there is already text in the Resolution field, two line breaks will separate the existing text from the text added. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. This entity's purpose is to describe a Service entity assigned to a ServiceBundle entity. Tickets define service requests within the Autotask system. Wherever it is available, it tracks essential information about the record. Refer to Forwarding and modifying tickets. This entity describes an Autotask Resource. Such ticket categories are hidden everywhere you select a ticket category . Thanks for your feedback. Have an idea for a new feature? GitHub - KelvinTegelaar/AutotaskAPI: Autotask 2020.2 REST API How to follow the signal when reading the schematic? This entity describes an Autotask resource assigned to a task that is assigned to a service call. function SendLinkByMail(href) { Head on over to our Community Forum! Refer to Running a global notes search. Set up a mailbox in Autotask. 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. For the OpportunityID field, Opportunity.AccountID must = Ticket.AccountID. This entity contains attachments for Knowledgebase articles in Autotask. /*]]>*/Want to tell us more? Creates a ticket note. It allows you to create, query, and update expense line items through the API. create - Autotask This entity manages the tags associated with tickets in Autotask. If it is selected, you can update the status of all incidents. About N-able N-central integration with Autotask The RMA ticket category cannot be edited through the API. ExpenseItem.AccountID is updated and ExpenseItem.ProjectID, ExpenseItem.TaskID, or ExpenseItem.TicketID is set to Null. This entity's role is to describe any sort of note created by an Autotask user and associated with a Company entity as opposed to a Ticket Note. This entity contains checklist items related to documents in Autotask. The current data is loaded when the section is first expanded. 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. Provide feedback for the Documentation team. Invoice templates define the appearance and content of an invoice generated by Autotask. A new inactive attribute value cannot be assigned. This entity contains the attachments for the CompanyNotes entity. In Autotask, you can create ticket categories that are identified as API-Only. 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. For example, 'T20200615.0674.'. If selected, the note's Description or the time entry's Summary Notes, Internal Notes, and any new attachments are added to the ticket's incidents, as well. Every resource is associated with a location. TicketCategory - Autotask When a SubIssueType value is provided, the associated IssueType value must also be provided. 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 . Is there a proper earth ground point in this switch box? Click on Service Desk/Ticket Categories. How to connect Autotask + Microsoft Excel - Zapier Automatically Close Ticket using the API Extension Callout - N-able The name of the user who is filling the role is added to the role name. The allowed actions are specific to the object. Want to learn about upcoming enhancements? If you want your integration users' names to show on the entity, follow these steps: This example adds an impersonated user to a request's headers.

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