This entity represents ticket and article tags in Autotask. Autotask is a one solution ticketing system for managing your IT business that integrates with N-able N-central enabling you to map customers between both systems and share asset information for ticket creation, configure automatic ticket creation and bundle accounts in Autotask for billing. This entity represents company (account)categories in Autotask. This entity describes an Autotask ticket assigned to a service call. All active note types of the category Task are available, plus the current selection even if it is inactive. A resource must have at least one role assignment. The allowed actions are specific to the object. The template corresponding to the speed code will be highlighted automatically. This entity represents ticket tag groups in Autotask. This entity describes an Autotask Inventory location, that is, a physical or virtual place where your company stores or assigns inventory items. This entity contains the attachments for the ConfigurationItems entity. This entity represents a document in Autotask. This entity is only used by multi-currency databases. Please open the solution (the C# one) in Visual Studio and work with the sample code there. For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. Incidents on Change Request tickets will not be updated. Field is cleared when ticket comes out of Waiting Customer status and is recalculated every time ticket goes back into Waiting Customer status. The Entities list provides a link to additional information about the entity and its standard Autotask fields. 3. Thanks for contributing an answer to Stack Overflow! 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. A resource can be associated with multiple LOBs; entities cannot. This entity describes list items added to a check list on an Autotask ticket or task. Also create Note/Attachment on # incident(s) (tickets only). This entity contains attachments for the Projects entity. If no asset or contract SLA, then check the Ticket Category. For example, although the client can create certain resources, not all resources accept a create call. the URL but request it using, Create Tickets in autotask using REST api in python, webservices.autotask.net/atservicesrest/v1.0/, How Intuit democratizes AI development across teams through reusability. [CDATA[*/ } This entity represents time off requests submitted by Autotaskusers. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. This entity's purpose is to describe a ticket category, applied to tickets in Autotask to specify features and fields that appear on the ticket detail. It shows the Task Number or Ticket Number, Task Title or Ticket Title, and Company fields, plus the quick copy icons. Each entity type object contains an array of properties that describe instances of the entity type. To view attachments uploaded by other users, Can view time entry internal notes, internal notes, and internal attachments (on Ticket Detail and CRM Detail screens) or Can view time entry internal notes, internal notes, and internal attachments (on Task Detail screens) window.open(uri); The id field belongs to each entity and acts as the unique identifier. 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. Expand RESOURCES/USERS (HR) and click Resources/Users; Tip - click the images to make them larger. Logon to the Datto (AutoTask) PSA. ChangeApprovalBoard must reference an active Change Approval Board. The integration user's security level must allow impersonation of the resource. A billing item may or may not be included in an invoice and billed to the customer. It describes whether a Product on the Price List uses the internal currency or an external currency for a Product Tier, and if it is external, lets you set the price in that currency. For more information about fields marked as picklists, review our Understanding picklists article. The time zone and holiday set of the associated location are applied to the resource's time entries and schedules. I am using CyberDrain PowerShell module but I am clearly missing something. This entity's purpose is to describe a template that defines the content and appearance of an Autotask Invoice. Invoice templates define the appearance and content of an invoice generated by Autotask. A ticket workflow rule with a Create Ticket Note . You can select a different note type from the drop-down list. What is a word for the arcane equivalent of a monastery? If the ticket type is not = Change Request and a current ChangeApprovalType value exists on the entity, then the field is cleared. Thanks for your feedback. An inventory product represents a set of stocked items that share a product and a location. After you create the API key, login to your Autotask instance, hover over the Autotask button in the top left corner then . Changes made to the Contract by using the ContractServiceAdjustment entity affect only the quantity of units. Is there a proper earth ground point in this switch box? There is no warning. The ticket must be associated to either the contact's account or any of its child accounts. This entity describes an association of contacts, from one or more companies, which allows PSA users to send bulk email and create notes and/or to-dos simultaneously for all included contacts. This entity's purpose is to describe a multi-level approval record for an Autotask time entry. By clicking Accept all cookies, you agree Stack Exchange can store cookies on your device and disclose information in accordance with our Cookie Policy. For information about dialog boxes and how they differ from browser pages, refer to Minimizing Dialog Boxes. With the granular ticket security features implemented in the 2016.1 release, the API Ticket entity will respect the View, Add, and Edit permissions assigned to the logged in end user, EXCEPT the API will not respect the 'Mine + Accounts' setting. Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Thanks for your feedback. If it is selected, the note is created with the Internal & Co-managed publish type. Checklists are an optional feature on the ticket page that display numbered items to be completed in order to finish work on a ticket. This entity describes an Autotask Subscription. This entity describes an Autotask Service Bundle added to a Recurring Service contract. I changed some values just in case they are sensitive. 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. [CDATA[*/ This entity describes an Autotask resource assigned to a ticket that is assigned to a service call. Connect and share knowledge within a single location that is structured and easy to search. This entity contains SSLSubject Alternative Name (SAN) records associated with the ConfigurationItemsentity in Autotask. Each of the entities inherits from the Autotask base class Entity. Either click the template or click. For a list of all currently available entities, refer to the , or check the Online Help's table of contents. Ticket cannot be created with an inactive TicketCategory. When updating a field that has Rich Text, the APIwill return the text-only version of the field. 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. Only the incidents of problem tickets will have their status updated. Every time i get a very helpful "Internal Server Error" message back, nothing else. This entity contains the attachments for the TaskNotes entity. Visit the Ideas forum! This entity is only used by multi-currency databases. Want to learn about upcoming enhancements? Tracks updates to any field except changes to the LastActivityDate, LastCustomerNotificationDateTime, LastCustomerVisibleActivityDateTime. This entity's purpose is to describe a list item associated with a UserDefinedFieldDefinition entity that has dataType = List. For detailed information, refer to The task or ticket stopwatch. /**/Want to tell us more? Press question mark to learn the rest of the keyboard shortcuts. All text formatting and images will be lost. Visit the Ideas forum! Have an idea for a new feature? Any entities or attachments that the account creates will be attributed to "APIUser." If an association is removed from a resource and that pairing is set as the default, that default is not removed. It has code to get popular entities like accounts, tickets, contacts etc. An error message indicates that Service Request tickets cannot be associated with a problem ticket. If you have not clicked the Get current Status link, it will be the date and time you opened the page. The API does not respect the TicketCategory's 'required' and 'available list item' settings, with the exception of the 'Queue is Required' setting. IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. Phases allow users to break projects into sub-groups of project tasks. The integration uses the Autotask Web Services API for automatic ticket creation in Autotask. You can use notes to track information, update the status of the associated contract, and communicate with resources and customers. This may be a difference between the SOAP and the REST API, but on SOAP new tickets require the id to be set as 0. This entity contains the attachments for the ConfigurationItemNotes entity. . This data will not change during update operations. If Ticket.AccountID is updated then Ticket.AccountPhysicalLocation must have AccountID = Ticket.AccountID. Billable cost items appear in Approve and Post. The properties represent data fields. Every resource is associated with a location. This entity describes visual identifiers that you can use to categorize and search for Companies. This entity contains attachments for the Tasks entity. It represents any organization with which you do business. This entity contains tag associations for documents in Autotask. This entity describes the Resource Role and Department association. } Gettings 721 tickets based on a title filter: "Title eq hello!" 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 describes an adjustment to the quantity of units of a Service Bundle that are added to a Recurring Service Contract. If setting equals 'Never' then the API will not require the QueueID value. If the ticket category = 'RMA', the InstalledProductID is required. When you use the APIto update this field, the RESTAPIwill return the text-only version of its content. This entity contains the attachments for the TicketNotes entity. The company handles all billing for the business unit. This entity allows all items in a checklist library to be added to a ticket. These notifications will include notifications for lack of Company or Configuration Item mapping. The entity exists for billing use purposes. An API user is a special type of account required for communication with the Autotask API. Refer to Time Entry/Note Quick Edit Fields. When an inventory product is manually created, stocked items are also created. Autotask users manage Asset notes on Assets. IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. Where does this (supposedly) Gibson quote come from? 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. This resource describes contract billing rules that generate charges which allow you to bill your customer by the end user or by the asset. This entity describes an Autotask Company Contact that has access permissions for the Client Access Portal. A company's category determines the layout of the entity's pages, which fields are visible, and which picklist options are available. But does anyone know what should be used to create a ticket? This entity contains notes for Knowledgebase articles in Autotask. 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. It mirrors the fields found on the. To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. . If no TicketCategory is passed in, the API will use the logged in resource's default category; if the resource does not have a default category, the API will use the Company's system default ticket category. On the Note dialog box or page, this check box is missing and the attachment inherits the setting of the note. Want to talk about it? This object describes notes created by an Autotask user and associated to a Project entity. Update Status on {#} incident(s) (tickets only). The Deleted Ticket Activity log provides a list of ticket time entries, notes, and attachments that were deleted from your system. } 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. Head on over to our Community Forum! 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 . Web Services is, however, aware of and will check existing multiple resources on a ticket and will not allow any resource to be assigned as primary resource if that resource is already a secondary resource. For example, 'T20200615.0674.'. If the time entry dialog box is open for a long time, the Quick Edit fields can be changed by another user or a workflow rule. A Resource + Role combination assigned to a ticket must be associated with at least one Service Desk Queue. Available in the UI only when the installed module is enabled. Configure your support email address. It describes whether a ServiceBundle 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. Have an idea for a new feature? Complete the New Attachment dialog box. 2. This entity's purpose is to describe a Contact associated with a ContactGroup. function SendLinkByMail(href) { If ChangeApprovalStatus = Requested, user can change it to Assigned (only). On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. Associates a Skill with a Resource to provide information about the skills or abilities of the resource. This entity describes an Autotask Shipping Type. Head on over to our Community Forum! If it is selected, you can update the status of all incidents. 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 describes an Autotask Contract Rate. SubIssueType is associated with an Issue and the available SubIssueType picklist items are specific to the associated IssueType. NAVIGATION Adding or changing a value for a recipient via the Quick Ticket Edits section will cause the names next to that check box to be added or changed accordingly. It was a requirement for soap though as the other reply says. This entity's purpose is to describe a Resource - Role relationship. This entity provides a method to track cost items generated from an Autotask Quote. The application records an error when the maximum number of retries (5) have occurred for an event, but the payload could not be delivered. Open the Kaseya Helpdesk. 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. This entity's purpose is to describe a billing milestone for an Autotask Fixed Price type Contract. Each entity description includes the following information: Note that actions are governed by the permissions of the logged-in end user; for example, although a Company entity allows a create call, the logged-in end user may not have permission to create a Company entity. This entity describes an Autotask Payment Term. The nature of simulating nature: A Q&A with IBM Quantum researcher Dr. Jamie We've added a "Necessary cookies only" option to the cookie consent popup. UPDATE: I have published an updated version of this article based on our new PowerShell module for Autotask. This entity describes an Autotask Invoice. If no value is provided for Ticket.Source when a ticket is created via the API, the default Source value is returned on update. We recommend that you create a new resource (Autotask user account) for the integration, so that it is separate from other user accounts. [CDATA[*/ A new inactive ContactID value cannot be assigned on create() or update(). Thanks for your feedback. If a ticket is created or updated with a sub-issue type that is excluded from the associated contract, the ticket's ContractID will be updated to that of the exclusion contract, if it exists. Visit the Ideas forum! The stopwatch starts running as soon as you open the task, ticket or time entry page. This entity describes an Autotask Company. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. Saves the note or time entry and opens a new dialog box. This entity describes an adjustment to the quantity of units of a Contract Service entity that are added to a Recurring Service Contract. 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). 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. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. Provide feedback for the Documentation team. It allows users to track and manage Inventory Items created from Autotask Products that require a unique serial number. Can Query is not included because non-queryable fields are listed under a separate heading. Autotask Resources are employees, contractors, or consultants with access to a company's Autotask system. [CDATA[*/ Want to talk about it? The Country entity is referenced by other entities and specifies the display name, address format, two-letter county code, and ISO standard name associated with the country. About note types. 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? This entity is only used by multi-currency databases. This entity's purpose is to describe a skill or ability that you can associate with a Resource via the ResourceSkill 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. They are also not exposed in the API or LiveReports. Autotaskincludes a time off policy management feature that enables your company to track employee time off benefits. Edit: oh and for the REST API, the ID field isn't needed, just so you are aware. If the asset is associated to an SLA, then use that ID. Where developers & technologists share private knowledge with coworkers, Reach developers & technologists worldwide, Read the instructions and follow the path. This entity describes an Autotask Project. Assets are Products with an association to a Company entity. This entity describes an Action Type assigned to a CRM Note or To-Do. The fields that do appear show the following differences: A Keep Current option is available and is the default. If the ticket catgeory = 'RMA', the TicketType is set to 'Change Request', regardless of the value that is supplied. If a ticket already has checklist items, the checklist library is appended to the end of the list of checklist items. In Autotask, you can create ticket categories that are identified as API-Only. This entity contains the attachments for the Resources entity. Action. This entity contains the attachments for the CompanyNotes entity. On update, a TicketCategory cannot be updated to another TicketCategory that is inactive. This entity's purpose is to describe a location defined in Company Setup in the Autotask Admin module. The Action Type specifies the type of activity scheduled by the to-do or associated with the note and the actionType View controls where the Note or To-do appears in the user interface. It can be a separate physical location or a division or agency operating in the same physical location as the company. } The allowed actions are specific to the object. Set up a mailbox in Autotask. The AllocationCodeID field must reference a Work Type allocation code. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. 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. How to handle a hobby that makes income in US. This entity describes an Autotask Contact. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; By clicking Post Your Answer, you agree to our terms of service, privacy policy and cookie policy. Tickets define service requests within the Autotask system. 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. Also create Note/Attachment(s) on # incident(s). They are required in the UI only if the system setting 'Require Issue and Sub-Issue on tickets' is enabled. The function of this entity is to describe the number of units of a specific service with an association to a Recurring Service contract for a specific date range. Calculated in hours only. This object describes general information for a survey generated by Autotask. Refer to Note Titles. It controls who can view the note. If more than one person is added, +# is added to the first name. This entity describes an Autotask Department. 5. Create an account to follow your favorite communities and start taking part in conversations. RESTAPIsupportability and query thresholds, Using Swagger UIto explore REST API requests. update() is allowed on a Ticket with an inactive ContactID value if that value is not being changed, or if a new active value is assigned. This entity enables your authorized third-party apps or modules to query the categories that can be associated with an opportunity in Autotask. A new inactive attribute value cannot be assigned. From the Autotask Home page toolbar, select Help. Form templates follow the limitations of the currently applied category and the user's security settings. This entity represents associations between assets and documents in Autotask. The following results have been performed on the sandbox of Autotask, to which I have a RTT of about 150-180MS. This is an event a Zap performs. To attach the new attachment to the notification email, select Include Attachments in Email on the notification panel. window.open(uri); This entity represents the daily availability, hours goal, and travel for a resource. How do I connect these two faces together? Currently, the API provides the following actions: GET, PUT, PATCH, POST, and DELETE. It describes Price List information associated with a WorkTypeModifier entity. ProblemTicketID cannot = TicketID of a ticket that is already associated with a ProblemTicketID; that is, an incident ticket already associated with a problem ticket cannot become a problem ticket. function SendLinkByMail(href) { You can make this a default setting. 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. The API-only user's security level must allow impersonation on the entity type. By accepting all cookies, you agree to our use of cookies to deliver and maintain our services and site, improve the quality of Reddit, personalize Reddit content and advertising, and measure the effectiveness of advertising. For more information about fields marked as picklists, review our Understanding picklists article. If the Contract is associated to an SLA, then use that ID.