To learn more, refer to The Rich Text editor. On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. This check box appears on task notes, ticket notes and both task and ticket quick notes and quick replies. IssueType and SubIssueType are never required in the API. 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. 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. This entity contains the attachments for the SalesOrders entity. 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. 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. This entity describes an Autotask Subscription. The ticket SLA is defaulted in using the following logic: Check the asset. NOTE The Autotask REST API stores and returns all entity time data in Coordinated Universal Time (UTC). This entity describes an adjustment to the quantity of units of a Service Bundle that are added to a Recurring Service Contract. How do I connect these two faces together? I have taken the Resource location "15" from the below page on autotask because while creating the api user I have selected the location as "Headquarters". } The entity header identifies the parent entity the note or time entry is associated with. An error message indicates that Service Request tickets cannot be associated with a problem ticket. Please open the solution (the C# one) in Visual Studio and work with the sample code there. This entity represents the categories for documents in Autotask. Both the integration user and the API-only user must have security level permission to add or edit the entity. It can be a separate physical location or a division or agency operating in the same physical location as the company. If you send the content back, the Rich Text and all images that it contains will be lost. 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). /*]]>*/Want to tell us more? The time zone and holiday set of the associated location are applied to the resource's time entries and schedules. 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. Autotaskwill automatically assign the record number that follows the prefix. This entity represents documents associated with Knowledgebase articles in Autotask. A cost is a billing item for products or materials. This entity is only used by multi-currency databases. This entity describes an Autotask Shipping Type. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. . If TicketType = ChangeRequest, ProblemTicketID cannot have a value. This entity describes an Action Type assigned to a CRM Note or To-Do. This check box is enabled when the Internal check box is selected. If it is selected, the note is created with the Internal & Co-managed publish type. Do not confuse it with Currency local term selection, which is not available when using Multi-currency. 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. 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. Need troubleshooting help? This entity describes an adjustment to the quantity of units of a Contract Service entity that are added to a Recurring Service Contract. If ChangeApprovalStatus = Requested, user can change it to Assigned (only). The API currently exposes the following entities. Click New; Tip - click the images to make them larger This entity surfaces the Autotaskversion number. By rejecting non-essential cookies, Reddit may still use certain cookies to ensure the proper functionality of our platform. and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. The function of this entity is to describe the relationship between an asset category and a specific UDF. 5. If you attempt to query these fields, you will receive an error message. } This entity describes an Autotask Block Hour Factor, an option used with Block Hour type Contracts. This object associates a Product entity with a PurchaseOrder entity. 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. Is there any way for you to see what the response from Autotask is? Where developers & technologists share private knowledge with coworkers, Reach developers & technologists worldwide, Read the instructions and follow the path. ChangeApprovalBoard must reference an active Change Approval Board. That InstalledProduct must also reference a Product that is EligibleForRma. This entity allows all items in a checklist library to be added to a ticket. Refer to Running a global notes search. All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system. Write. Ticket.AccountID cannot be changed if the ticket has an associated and posted TimeEntry, TicketCost, or Expense. This entity's purpose is to describe a location associated with an Autotask Quote that defines address information for a shipToLocationID and/or billToLocationID. Open the Kaseya Helpdesk. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. Although the data will remain intact and will be reportable, it will not be viewable in the ticket in Autotask. For example, when updating an entity, you may not be able to update all fields within the entity. 3. These are referred to as Reference fields. To obtain complete field information specific to your Autotask implementation, use theGETAPIcalls described in the resource and child collection access URLs section of this document. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. It allows developers to use the API to implement multi-tier approval for Autotask time entries. This entity describes an Autotask Quote Item. You can assign it to any resource and associate it with a Contract, Ticket, or Opportunity. I think I posted the beginning of that script in here that will get you connected via Powershell and how to create the ticket. This entity's purpose is to describe a Resource - Role relationship. Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. function SendLinkByMail(href) { This check box only appears for notes and time entries on problem tickets associated with one or more incidents. It also tracks the resource and date &time each step was completed. This entity contains the attachments for the TicketNotes entity. If you have not clicked the Get current Status link, it will be the date and time you opened the page. If you select a different note type, keep in mind that it might be set to a different Publish option. It will not appear on the New Ticket Note or New Ticket Time Entry form. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; The function of this entity is to describe the default settings for fields associated with the specified ticket category. The entity exists for billing use purposes. The DomainRegistrars entity contains WHOISdetails for Domain assets. A Subscription creates recurring billing items for Assets when there is no need to track labor costs against subscription revenue; for example, when billing in installments. This field is editable for tickets whose ticket category is 'RMA.' LOB security is respected in the API. If no asset or contract SLA, then check the Ticket Category. This entity's purpose is to describe a payment amount applied to a Retainer type contract and sets the time period covered by the purchase. To attach the new attachment to the notification email, select Include Attachments in Email on the notification panel. > 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). Phases allow users to break projects into sub-groups of project tasks. 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. The ticket category controls which fields appear here and in what order. UPDATE: I have published an updated version of this article based on our new PowerShell module for Autotask. A shipping type defines a carrier for a product shipment. Mass ticket creation : r/Autotask - reddit The Administrative Email Address for Action-Required Notifications should be an email address that does not create tickets in your Autotask. Setting Up the Autotask API Integration with CloudRadial This entity describes an approved and posted billable item in Autotask. NOTE If the APIuser does not have the Contracts impersonation option enabled, it will be unable to specify custom values for the AttachedByContactIDand the CreatedByContactIDfields. 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. If the ticket catgeory = 'RMA', the TicketType is set to 'Change Request', regardless of the value that is supplied. Refer to Note Titles. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. A subreddit for users of Autotask Professional Services Automation tool. Step 1: Creating an API User and Getting API Keys from Autotask (REST API) Why are we doing this? It determines a customer's total taxes on billing items. About Autotask Integration and Configuration - WatchGuard Security: This check box is available even if users do not have permission to edit tickets. The Status defaults to the current status of the parent entity when the page or dialog box is opened. If the Can edit Status of Complete tickets (does not apply to Autotask Web Services/API) permission is cleared for your security level, you can update the status of incomplete incidents. When querying, a small number of entities contain fields that you cannot query. Create Ticket using API Hello, i've been trying to create a ticket in Autotask using the API but the documentation (as everyone has already mentioned) is virtually useless. If there is no Contract Service or Bundle SLA, then check the Contract. UDF changes are included in the criteria for updating LastTrackedModificationDate. This entity represents ticket tag groups in Autotask. 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. 2. The assets associated with Knowledgebase articles are recorded in this entity. Configure your support email address. This is an event a Zap performs. https://webservices4.autotask.net/atservicesrest/v1.0/Tickets. Provide feedback for the Documentation team. If a ticket already has checklist items, the checklist library is appended to the end of the list of checklist items. window.open(uri); var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity's purpose is to describe a record of approval for a ticket change request. This entity represents ticket and article tags in Autotask. This entity's purpose is to describe a Contact associated with a ContactGroup. Visit our SOAP API lifecycle FAQ article to learn more. Thanks for your feedback. Create Ticket Note. These notifications will include notifications for lack of Company or Configuration Item mapping. } TicketCategory - Autotask Changes made to the Contract by using the ContractServiceBundleAdjustment entity affect only the quantity of Contract Service units. The impersonated resource must have permission to act as configured in the other sections on the Edit Security Level page. This entity describes an Autotask Department. A resource must have at least one role assignment. The REST API permits you to retrieve values for all entity UDFs via the query method. This entity's purpose is to describe a skill or ability that you can associate with a Resource via the ResourceSkill entity. The following table describes the standard Autotask field objects for this entity. Easily create an Autotask survey Easy copy/paste process takes less than 5 minutes Including survey in existing notifications means no extra emails for your clients Sync Autotask ticket details with feedback Gain further context about feedback by retrieving ticket info through the Autotask API. AllocationCodeID is required on create() and update() if your company has enabled the Autotask system setting that requires a Work Type on a Ticket. This entity's purpose is to describe a note created by an Autotask user and associated with a Ticket entity. This entity describes an Autotask service call and its relationship to four other service call related entities. ExpenseItem.AccountID is updated and ExpenseItem.ProjectID, ExpenseItem.TaskID, or ExpenseItem.TicketID is set to Null. This entity contains the attachments for the ConfigurationItems entity. On notes that can become a notification email, attachments can be included. 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 resource assigned to a task that is assigned to a service call. This entity's purpose is to describe a billing Role that has been excluded from a Contract. ConfigurationItemWebhookExcludedResources. The Modules entity surfaces the availability and active status of modules (such as the Procurement module and the Inventory module)in Autotask. Append to Resolution on # incident(s) (tickets only). Autotask administrators create UDFs in the Administration Settings of the Autotask system. This entity describes an Autotask Appointment,a scheduled calendar time that is not a service call. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Tickets define service requests within the Autotask system. Currently, the API provides the following actions: GET, PUT, PATCH, POST, and DELETE. This entity describes an Autotask Ticket. 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. You use it to override your company's standard role rate for labor tracked against the contract. You'll need to ensure that you configure the security level of the impersonated resource to allow impersonation. If it is selected, you can update the status of all incidents. 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. This entity's purpose is to describe a note associated with an Autotask Contract. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. 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. 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. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. To open the page, use the path (s) in the Security and navigation section above.