Send Tickets to Autotask

Learn how to send Liongard Actionable Alerts as tickets into your Autotask PSA.

Once you've set up Liongard's Autotask integration and imported and mapped Accounts from Autotask, you're ready to enable ticket creation in your PSA.

Video Walkthrough

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Step 1: Enable Autotask Service Ticket Generation

Navigate to Admin > Integrations > Autotask > Ticketing and select Enable Autotask Service Ticket Creation

Step 2: Configure Ticket Details

Configure how tickets will land in your Autotask instance by customizing the parameters below the Enable Checkbox.

Here are some recommended defaults, but you should customize them to fit your Autotask workflow:

  • Ticket Type: Alert
  • Default Ticket Queue: Triage
  • Ticket Source: Internal
  • Ticket Due Date: 2 days
  • Ticket Note Publish Type: Internal Project Team
  • Ticket Note Type: Task Detail
  • Generate a Test Ticket. Log in to your Autotask instance to view the ticket.

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Custom Ticket Source

If you select a custom Ticket Source, the Source must be marked as "Active" within Autotask in order for Liongard to send tickets successfully.

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Sending Tickets to Specific Autotask Queues

You can send Liongard Tickets to specific Autotask Queues.

Step 3: Configure Ticket Statuses and Priorities

Liongard has internal sets of Status and Priority fields associated with Alerts within Liongard. With the Status Mapping and Priority Mapping sections, you can map those internal Liongard values to equivalent values from your Autotask instance.

Statuses

When a ticket is first created, Liongard sets the status field to the Autotask status mapped to the "New" status in Liongard.

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No Callbacks from Autotask

Liongard requires a "Callback" from the PSA platform upon the close of a ticket in order to trigger an inspection to validate issue resolution. Autotask does not currently support authenticated callbacks, so Liongard is unable to reopen tickets that are closed in Autotask. This also means that tickets closed in Autotask will remain open in Liongard until either a) the issue is resolved, triggering the closure of the alert in Liongard upon the next Inspection or b) the alert is manually closed in Liongard. We are currently working on ways to remedy this limitation, and hope to have expanded functionality soon.

You may use any set of statuses that you like for Liongard-generated tickets in Autotask, but Liongard only takes action based on the three statuses here:

  • New: A new ticket generated by Liongard enters this status, so pick the Autotask Status that you would typically use for newly created tickets.
  • Re-Opened: When/if we have authenticated callbacks from Autotask, Liongard will put tickets into this status if the issue persists.
  • Closed - Complete: This is the state that Liongard puts tickets into if it detects that they are resolved.

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Ticket Statuses

Liongard ignores all other ticket statuses and status changes to tickets in Autotask. You may put Liongard tickets in Autotask into other statuses without breaking the linkage between Liongard and the ticket, but Liongard will never put a ticket into any other status.

If Liongard detects that a condition is resolved, it will automatically close the ticket in Autotask.

Priorities

Liongard has an internal set of Priority values that are set by our Actionable Alert Rules. You can choose to map those to the preferred priorities that you use in Autotask.

To set up which alerts you want sent as tickets, click here.


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