Head on over to our Community Forum! Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. 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. This entity's purpose is to describe a cost associated with an Autotask Project. 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. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. API users cannot be assigned as a resource to content such as opportunities or tickets, but they can be selected as a filter on fields and in widgets that are date, time . import requests. The time zone and holiday set of the associated location are applied to the resource's time entries and schedules. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. ChangeInfoFields are available regardless of whether they are Active or Inactive. NOTE The Autotask REST API stores and returns all entity time data in Coordinated Universal Time (UTC). Making statements based on opinion; back them up with references or personal experience. This entity contains checklist items related to documents in Autotask. Tickets where Type = Service Request cannot be associated with a ProblemTicket ID. resource and child collection access URLs, Resource and child collection access URLs, Finding resource and child access URLs of REST API entities, Allow impersonation of resources with this security level, ArticleConfigurationItemCategoryAssociations, WebhookExcludedResources (REST), ConfigurationItemBillingProductAssociations, Using Swagger UIto explore REST API requests, Need troubleshooting help? Verify you support email. Do new devs get fired if they can't solve a certain bug? This entity's purpose is to describe a Resource - Role - Department relationship. The fields that do appear show the following differences: A Keep Current option is available and is the default. If an association is removed from a resource and that pairing is set as the default, that default is not removed. I think I posted the beginning of that script in here that will get you connected via Powershell and how to create the ticket. I use the Powershell API to create tickets based on an Excel spreadsheet. Any existing Change Request tickets can be edited. 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.). The application records an error when the maximum number of retries (5) have occurred for an event, but the payload could not be delivered. Some fields on Entities require an id to a parent Entity. This entity describes visual identifiers that you can use to categorize and search for Companies. function SendLinkByMail(href) { This entity contains the attachments for the ConfigurationItemNotes entity. I am new to autotask. This entity describes notes created by an Autotask user and associated with a Product entity. The function of this entity is to describe the mapping of the Asset (Configuration Item) to the contract billing rule. function SendLinkByMail(href) { This entity's purpose is to describe a billing role that is excluded from the contract to which the set applies. For example, when creating a Ticket Note you must supply the id for the Ticket that the note will be associated with. 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. [CDATA[*/ } TicketCategory default values will be applied unless another value is passed in. The Status defaults to the current status of the parent entity when the page or dialog box is opened. Provide feedback for the Documentation team. The 'YYYYMMDD' value must be a date less than or equal to today's date. Want to talk about it? Thanks for contributing an answer to Stack Overflow! [CDATA[*/ It determines a customer's total taxes on billing items. A resource can be associated with multiple LOBs; entities cannot. 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. Assets are products that are associated with a Company entity. /*]]>*/Want to tell us more? A project defines and organizes a group of related tasks, events, and documents. This entity's purpose is to describe a billing Work Type (Allocation Code) that is excluded from the contract to which the set applies. I am using CyberDrain PowerShell module but I am clearly missing something. 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. Notes have a property called Note Type. Associates a Skill with a Resource to provide information about the skills or abilities of the resource. } Access to version 1.6 will deactivate in Q4 2024. Refer to Note Titles. If you attempt to query these fields, you will receive an error message. 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. This check box is enabled when the Internal check box is selected. Invoice templates define the appearance and content of an invoice generated by Autotask. It allows users to track and manage Inventory Items created from Autotask Products that require a unique serial number. Refer to the About entity fields section of this article for more information. It has code to get popular entities like accounts, tickets, contacts etc. The Modules entity surfaces the availability and active status of modules (such as the Procurement module and the Inventory module)in Autotask. Have an idea for a new feature? This entity describes an Autotask Inventory location, that is, a physical or virtual place where your company stores or assigns inventory items. For more information, refer to Time Entry/Note Quick Edit Fields. If there is no Contract Service or Bundle SLA, then check the Contract. This entity contains the attachments for the ContractNotes entity. Have an idea for a new feature? Thanks for your feedback. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. Can airtags be tracked from an iMac desktop, with no iPhone? User-defined fields are custom fields that each Autotask customer can add to their Company, Contact, Opportunity, Sales Order, Projects, Products, Assets, Ticket, and Tasktables. /*]]>*/Want to tell us more? It also tracks the resource and date &time each step was completed. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. The entity header identifies the parent entity the note or time entry is associated with. This entity contains attachments for the Projects entity. The ticket SLA is defaulted in using the following logic: Check the asset. Refer to Finding resource and child access URLs of REST API entities to learn how to locate these paths. The API-only user's security level must allow impersonation on the entity type. 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. The API currently exposes the following entities. This entity represents ticket and article tags in Autotask. 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. The Status field is required on all tickets and project tasks, regardless of category. /*]]>*/Want to tell us more? In Autotask, you can create ticket categories that are identified as API-Only. If a law is new but its interpretation is vague, can the courts directly ask the drafters the intent and official interpretation of their law? This entity contains the attachments for the ConfigurationItems entity. 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. Don't assume anything incl. This resource describes key business details for the Autotask Company 0, the Autotask user's company account. 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. A setting on the General tab of the category will determine if a note title is required for task and ticket notes. 3. Press question mark to learn the rest of the keyboard shortcuts. The API can complete a ticket that has one or more incomplete 'Important' Checklist items. The function of this entity is to describe the default settings for fields associated with the specified ticket category. For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. From the main navigation menu click Admin/Features & Settings. This entity contains tag associations for documents in Autotask. While this is not possible in the UI, in the API, you can create tickets with a ticket category of 'API.'. Currently, the API provides the following actions: GET, PUT, PATCH, POST, and DELETE. This entity describes an Action Type assigned to a CRM Note or To-Do. This entity describes an Autotask Quote Template that defines the content and appearance of an Autotask Quote. window.open(uri); For the OpportunityID field, Opportunity.AccountID must = Ticket.AccountID. It describes Price List information associated with a WorkTypeModifier entity. function SendLinkByMail(href) { If the user sends content back to an unsupported entity, the Rich Text and all images it contains will be lost. Change request tickets are part of the Autotask Change Management feature set. /**/Want to tell us more? An opportunity is a forecasted piece of business; an identifiable prospect that needs a product or service and offers a potential sale, project, or contract. To learn more, refer to The Rich Text editor. You can find these fields in the entity description under 'Fields that Cannot Be Queried.'. /*]]>*/Want to tell us more? The following results have been performed on the sandbox of Autotask, to which I have a RTT of about 150-180MS. Reddit and its partners use cookies and similar technologies to provide you with a better experience. Open the Kaseya Helpdesk. This entity describes an Autotask Shipping Type. It was a requirement for soap though as the other reply says. If the ticket has at least one incomplete to-do, and the value in this field is changed to, Time entries only: If the status is changed to, If you have not changed the status, clicking this link will update the, If the note was created by a Client Portal user, only the value, If the note was created by a Taskfire user, only the value. Have an idea for a new feature? This entity's purpose is to describe a geographic area where billing items have the same tax rate. This entity enables you to increase inventory counts associated with the InventoryProducts entity. Connect and share knowledge within a single location that is structured and easy to search. 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. The current data is loaded when the section is first expanded. The name of the user who is filling the role is added to the role name. The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets. Resources receive assignment to one or more roles through their department and queue associations. , This field is editable for tickets whose ticket category is 'RMA.'. CreatorType specifies whether the CreatorResourceID refers to a Resource or a Contact. Staging Ground Beta 1 Recap, and Reviewers needed for Beta 2, Representational state transfer (REST) and Simple Object Access Protocol (SOAP), Use of PUT vs PATCH methods in REST API real life scenarios, Calculating probabilities from d6 dice pool (Degenesis rules for botches and triggers). We then put time entries in through Autotask. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources. These are referred to as Reference fields. Autotask Service Bundles group multiple Services for purchase. Want to learn about upcoming enhancements? To learn more, refer to The Rich Text editor. 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. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. Refer to API-only Ticket Categories. When updating a field that has Rich Text, the APIwill return the text-only version of the field. If Ticket.AccountID is updated then Ticket.AccountPhysicalLocation must have AccountID = Ticket.AccountID. The id value is set by the system and cannot be changed by the user; for example, if you attempt to specify a value for the id field when using the POSTAPI call, the create will fail. On the incidents, the Internal Notes are created as a reply to the Summary Notes. Additionally, only those statuses that are available to all selected tickets categories are available for selection. Basic Incoming Email Processing is available to all Autotask customers at no additional cost, and includes: The Add Ticket Email Service (ATES) mailbox, which is already set up One additional active custom mailbox. I am using CyberDrain PowerShell module but I am clearly missing something. The client can access and act on the entity's field parameters: supplying, updating, or deleting the field data. 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. UPDATE: I have published an updated version of this article based on our new PowerShell module for Autotask. If the Contract is associated to an SLA, then use that ID. When an inventory product is manually created, stocked items are also created. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Enter your API credentials and then click Connect. The Administrative Email Address for Action-Required Notifications should be an email address that does not create tickets in your Autotask. Need troubleshooting help? 2. This entity contains notes for Knowledgebase articles in Autotask. 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. On the Note dialog box or page, this check box is missing and the attachment inherits the setting of the note. IMPORTANT Fields that are not visible cannot be validated. If the ticket category was configured to display them, additional ticket fields appear in this section on time entries and notes. To use a speed code, enter it in the field. This entity contains the attachments for the ExpenseReports entity. A Resource + Role combination assigned to a ticket must be associated with at least one Service Desk Queue. It is only available through the REST API. This entity contains attachments for Knowledgebase articles in Autotask. 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. This entity describes an Autotask Product with an association to an Inventory location in the Autotask Inventory module. Visit the Ideas forum! Changes made to the Contract by using the ContractServiceBundleAdjustment entity affect only the quantity of Contract Service units. What is a word for the arcane equivalent of a monastery? It describes whether a Role Hourly Rate 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. About an argument in Famine, Affluence and Morality, Redoing the align environment with a specific formatting. This is by far the best wrapper for the SOAP API. All active note types of the category Task are available, plus the current selection even if it is inactive. Click New; Tip - click the images to make them larger via the API and attached to the OnPlus Service Desk queue. Where does this (supposedly) Gibson quote come from? This entity contains attachments for the Tasks entity. The allowed actions are specific to the field. A ticket workflow rule with a Create Ticket Note . To make calls to the entities of the AutotaskRESTAPI, you will need to use their resource access URLs or child collection access URLs. The purchase approval option is available through Autotask procurement. The entity exists for billing use purposes. This entity contains the categories that hold Knowledgebase articles in Autotask. This entity describes DNSrecords associated with Assets in Autotask. Only the incidents of problem tickets will have their status updated. 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. To complete the attachment process, you must save the note or time entry. Visit the Ideas forum! 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. This entity describes an Autotask To-Do, a scheduled item associated with a Company that appears on the user's Autotask calendar. This entity contains the records for the Deleted Ticket Activity journal located in the Autotaskapplication at >Admin > Features and Settings > Projects & Tasks >Deleted Ticket Activity Log. All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system. The Autotask REST API presents selected Autotask resources as programming objects that allow the client to perform actions on them. If it does not exist, the ContractIDwill be set to null. This entity's purpose is to describe a Resource - Role relationship. Refer to The Rich Text editor to learn more. This entity describes an Autotask project Phase. If no asset or contract SLA, then check the Ticket Category. What video game is Charlie playing in Poker Face S01E07? This entity describes an Autotask Service added to a Recurring Service contract. For detailed information, refer to The task or ticket stopwatch. This entity's purpose is to describe a note created by an Autotask user and associated with a Ticket entity. Resources receive assignment to one or more roles through their department and queue associations. How can I explain to my manager that a project he wishes to undertake cannot be performed by the team? A ticket can have additional assets even if there is no primary asset. This object describes notes created by an Autotask user and associated with a Asset entity. The date/time stamp indicates the date and time the status was last refreshed from the task or ticket. 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. If the ticket category is associated to an SLA, then use that ID. Refer to Creating Knowledgebase articles from tickets. You can assign it to any resource and associate it with a Contract, Ticket, or Opportunity. and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. 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. You get internal server error when it's not happy about something, but in the returned body it normally expands on the particular error. Refer to Autotask Integration and Monitors. If the Contract Service or Bundle is associated to an SLA, then use that ID. This entity describes an Autotask Contract Block which represents a block of hours purchased for a Block Hour type Contract. The Ticket entity will support the Ticket Category: The following fields are not editable when ticket category is RMA: AccountID, InstalledProductID, TicketType. But does anyone know what should be used to create a ticket? This data will not change during update operations. If you open this dialog box or page from the Edit Ticket page, this check box will not appear. To open the page, use the path(s) in the Security and navigation section above. Update Status on {#} incident(s) (tickets only). The function of this entity is to describe the Webhook error log where errors are kept by the application for 30 days. This entity contains the attachments for the SalesOrders entity. This entity represents checklist libraries related to documents in Autotask. The integration uses the Autotask Web Services API for automatic ticket creation in Autotask. This entity's purpose is to describe a line item associated with an Expense Report entity. It allows you to compensate for the Block Hour fixed rate by applying a multiplier to specific role rates. You can use notes to track information, update the status of the associated contract, and communicate with resources and customers. LOB security is respected in the API. On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. This entity describes an Autotask Company. } This object describes list items added to a check list on an Autotask ticket. If the API receives an invalid prefix, it will automatically generate one and assign it to the resource. The REST API permits you to retrieve values for all entity UDFs via the query method. 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. A resource must have at least one role assignment. DocumentConfigurationItemCategoryAssociations. window.open(uri); Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. When a SubIssueType value is provided, the associated IssueType value must also be provided. Enter the recipient email address in the Email API Token to (optional) field and click Email Token (Optional) The sent email includes the API Key and the server URL to query. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; 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. The template corresponding to the speed code will be highlighted automatically. This entity contains attachments for documents in Autotask. ChangeApprovalStatus can only be set to Requested or Assigned. An error message indicates that Service Request tickets cannot be associated with a problem ticket. The function of this entity is to describe the Resource - Service Desk Role association and takes some functionality from the ResourceRoleQueue entity, since Resource - Queue associations no longer require a Role association. You can only create it; you cannot query or update it. 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 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. Every time i get a very helpful "Internal Server Error" message back, nothing else. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. } Visit our SOAPAPIlifecycle FAQ article to learn more. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. CreatorResourceID can return a ContactID. If you close without saving, the attachments will not be uploaded or attached to the parent entity. Either click the template or click. 5. 1. permission is required. This entity's purpose is to describe a modifier for a given Work Type BillingCode. You can modify the ticket category to ensure that the section is expanded when the time entry or note is first opened and that required fields are completed. [CDATA[*/ Tracks updates to any field except changes to the LastActivityDate, LastCustomerNotificationDateTime, LastCustomerVisibleActivityDateTime. All fields are read-only. This check box appears on task notes, ticket notes and both task and ticket quick notes and quick replies. These notifications will include notifications for lack of Company or Configuration Item mapping. This entity's purpose is to describe a day specified as a Holiday (usually counted as paid time off) and included in an Autotask Internal location Holiday Set. NOTE If the Ticket Note or Ticket Time Entry page is opened from the Edit Ticket page, Forward/Modify is disabled. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. Refer to Time Entry/Note Quick Edit Fields. Visit our SOAPAPIlifecycle FAQ article to learn more. It shows the Task Number or Ticket Number, Task Title or Ticket Title, and Company fields, plus the quick copy icons. It describes whether a Product 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. If your company uses Datto RMM, and you have integrated it with Autotask, you can configure monitors to create tickets in Autotask. Integration vendors In this section, you add new attachments. /**/Want to tell us more? 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. 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. You can update an existing Ticket that has a Resource + Role combination that uses an inactive role.