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Navigate to Admin > Integrations > Autotask > Ticketing and select Enable Autotask Service Ticket Creation
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
Sending Tickets to Specific Autotask Queues
You can send Roar Tickets to specific Autotask Queues.
Roar has internal sets of Status and Priority fields associated with Alerts within Roar. With the Status Mapping and Priority Mapping sections, you can map those internal Roar values to equivalent values from your Autotask instance.
When a ticket is first created, Roar sets the status field to the Autotask status mapped to the "New" status in Roar.
No Callbacks from Autotask
Roar requires a "Callback" from the PSA platform upon the close of a ticket in order to trigger a re-inspection to validate issue resolution. Autotask does not currently support authenticated callbacks, so we are unable to reopen tickets that are closed.
You may use any set of statuses that you like for Roar-generated tickets in Autotask, but Roar only takes action based on the three statuses here:
- New: A new ticket generated by Roar 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, Roar will put tickets into this status if the issue persists.
- Closed - Complete: This is the state that Roar puts tickets into if it detects that they are resolved.
Roar ignores all other ticket statuses and status changes to tickets in Autotask. You may put Roar tickets in Autotask into other statuses without breaking the linkage between Roar and the ticket, but Roar will never put a ticket into any other status.
If Roar detects that a condition is resolved, it will automatically close the ticket in Autotask.
Roar 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.
Last Updated: 2020-06-08
Updated 2 months ago