Automatically Close Ticket using the API Extension Callout - Original Integration

Autotask includes the option to setup an Extension Callout to automatically close the ticket on the Dashboard when the ticket is marked as complete in Autotask.

Please note, you must refresh the south Outages panel of the Dashboard to display the updated ticket state.

To utilize this feature we have created an Autotask Extension Callout API service call, which uses your Dashboard API Key to validate the closure request.

Note, changing the ticket's status does not affect the Check's failure state. This only changes the next time the Check passes.

Dashboard API Key

 

The API key{apikey} is created in your Remote Monitoring and Management Dashboard:

  1. Setting
  2. General Settings
  3. API Key
  4. Generate Key

After generating the key you can opt to send it by email to a recipient of your choice. Simply enter their email address in the Email API Token to (optional) then Email Token. This email not only includes the API Key, but the URL of the territory server your account is registered under.

clip0481

 

Setup Extension Callout

 

Once you have created the API key, login to your Autotask instance, hover over the Autotask button in the top left corner then navigate to:

  1. Admin
  2. Extensions & Integrations
  3. Expand Other Extensions & Tools
  4. Extension Callout (Tickets)
  5. New Extension Callout
  6. In the Extension Callout dialog:
    1. Specify a Name to identify the extension in Autotask
    2. Ensure the Active checkbox is selected
    3. Enter the Callback URL in the following format
    4. (Please refer to Callback URL Notes at the bottom of this section for information on the SERVER and {apikey} substitution strings.)
    5. https://SERVER/api/?service=autotask_ticket_update&apikey={apikey}
    6. Choose POST as the HTTP Transport Method
    7. Select Name Value Pair from the Data Format drop-down
  7. Save & Close

The Username, Password, Ticket User-Defined Fields, Method Name and SOAPAction fields are not required for this callout.

autotask_callback

Create a Workflow Rule

 

Workforce Rules are used to trigger an action when a specific event is met and are used in conjunction with the Extension Callout to issue the command to close the ticket on the Dashboard when the ticket is marked as complete in Autotask.

  1. Admin
  2. Features & Settings
  3. Expand Application-wide (Shared) Features
  4. Workflow Rules
  5. Navigate to Service Desk
  6. New
  7. In the New Workflow Rule dialog:
  8. Specify a Name to identify the rule in Autotask
  9. Ensure the Active checkbox is selected
  10. Events: for When a/an Ticket is select Created by, Edited by,  Added by and Time Added by
  11. Actions: select the Extension Callout created above from the Then Execute Extension Callout list
  12. Save & Close
  13. Conditions, Updates and Actions: Create To-Do(s) are not required for this workflow.

Please note, when Autotask moved control of Extension Callouts to Workflow Rules the automatically created basic Workflow Rules to ensure continuity of existing functionality.

autotask_rules

 

Further information on setting up these Autotask modules is available from Set Up Automatic Ticket Closure with Extension Callouts in Autotask’s help system.

Callback URL Notes

Replace {apikey} with your Dashboard API key.

Replace SERVER with the territory server your account is registered under. The current territories and respective URLs are:

Territory

URL

Americas

https://www.am.remote.management/

Asia

https://wwwasia.system-monitor.com/

Australia

https://www.system-monitor.com/

Europe

https://wwweurope1.systemmonitor.eu.com/

France (FR)

https://wwwfrance.systemmonitor.eu.com/

France1

https://wwwfrance1.systemmonitor.eu.com/

Germany

https://wwwgermany1.systemmonitor.eu.com/

Ireland

https://wwwireland.systemmonitor.eu.com/

Poland

https://wwwpoland1.systemmonitor.eu.com/

United Kingdom

https://www.systemmonitor.co.uk/

United States

https://www.systemmonitor.us/

Based on the above, a United Kingdom user will use the URL https://www.systemmonitor.co.uk/ so their query would look like:

https://www.systemmonitor.co.uk/api/?service=autotask_ticket_update&apikey=1234567890abcdefg

If unsure of the territory your account is registered against, please check the URL you are currently logged on to the Dashboard under - as this will normally give an indication of your region - or append /dashboard to one of above URLs and attempt login to your Dashboard at the prompt. Again based on the United Kingdom this would look like:

https://www.systemmonitor.co.uk/dashboard