If TicketType = ChangeRequest, ProblemTicketID cannot have a value. Need troubleshooting help? 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. How can I explain to my manager that a project he wishes to undertake cannot be performed by the team? Visit the Ideas forum! Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Namely the VS solutions are here. window.open(uri); Field is cleared when ticket comes out of Waiting Customer status and is recalculated every time ticket goes back into Waiting Customer status. } This entity's purpose is to describe a Type, for example, printer, server, or workstation, assigned to a Asset in Autotask. Everything else looks correct! Reddit and its partners use cookies and similar technologies to provide you with a better experience. This entity describes an Autotask Role. Open the Kaseya Helpdesk. A shipping type defines a carrier for a product shipment. Access to version 1.6 will deactivate in Q4 2024. A table that lists all standard Autotask fields by Field Name and provides the following information for each field: Field Name, Data Type, Read-Only, Is Required, Reference Name (provided only if the field is a reference), Picklist, and Picklist Parent Column Name (only if the field is a picklist child). Autotask now allows Role to be inactivated. If a value is not provided for ChangeApprovalType: For the ContactID field, Contact.AccountID must = Ticket.AccountID or the ParentAccountID of Ticket.AccountID. Want to talk about it? The following table describes the standard Autotask field objects for this entity. This entity's purpose is to describe a billing role that is excluded from the contract to which the set applies. This entity contains attachments for the Companies entity. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. Enter the recipient email address in the Email API Token to (optional) field and click Email Token (Optional) The sent email includes the API Key and the server URL to query. This object describes list items added to a check list on an Autotask ticket. Both the integration user and the API-only user must have security level permission to add or edit the entity. A time entry allows an Autotask resource to enter ticket and task time (Labor) and general or regular time (non-customer facing time). } If a form template uses a value or provides content that is not allowed in a field by the category or the user's security settings, the field will not be updated. Form templates follow the limitations of the currently applied category and the user's security settings. The status field describes how close a ticket is to resolution, or how close a task is to completion. 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. Don't assume anything incl. By rejecting non-essential cookies, Reddit may still use certain cookies to ensure the proper functionality of our platform. This object describes general information for a survey generated by Autotask. 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. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. This entity contains attachments for Knowledgebase articles in Autotask. Refer to WebhookExcludedResources (REST). Set up the Autotask trigger, and make magic happen automatically in Microsoft Excel. CreatorResourceID can return a ContactID. 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. Create an account to follow your favorite communities and start taking part in conversations. The Note Type field defaults to Task Summary. Invoices include Billing Items that have been approved and posted and are being billed to a customer or presented for information purposes only. This entity is only used by multi-currency databases. 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). To learn more, see our tips on writing great answers. This entity's purpose is to describe a modifier for a given Work Type BillingCode. This entity contains the records for the Deleted Ticket Activity journal located in the Autotaskapplication at >Admin > Features and Settings > Projects & Tasks >Deleted Ticket Activity Log. Such ticket categories are hidden everywhere you select a ticket category when you create or edit a ticket; they are only used when tickets are created via the API. function SendLinkByMail(href) { 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) Thanks for contributing an answer to Stack Overflow! Is it possible to rotate a window 90 degrees if it has the same length and width? 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 represents the categories for documents in Autotask. Some resources contain additional objects in child collections; these resources have an additional Child collection access URLs field in their Online Help articles. When you enable the Organizational Structure feature in Autotask, this object describes the association between an organizational structure Branch and Line of Business. Head on over to our Community Forum! 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. This entity describes an Autotask Allocation Code. This entity contains the attachments for the TaskNotes entity. If you have not clicked the Get current Status link, it will be the date and time you opened the page. This entity's purpose is to describe a Country as defined in the Autotask CRM module. The entity exists for billing use purposes. This entity's purpose is to describe a line item associated with an Expense Report entity. On create(), if InstalledProductID is populated, the InstalledProduct.AccountID must = Ticket.AccountID. The ticket SLA is defaulted in using the following logic: Check the asset. This entity's purpose is to describe a grouped set of Holiday entities assigned to an Autotask Internal location and used in tracking internal time off. How do I connect these two faces together? If no asset or contract SLA, then check the Ticket Category. This entity describes an Autotask Shipping Type. Refer to WebhookUdfFields (RESTAPI). The DomainRegistrars entity contains WHOISdetails for Domain assets. Thanks for your feedback. This entity contains the categories that hold Knowledgebase articles in Autotask. You can only create it; you cannot query or update it. This entity contains the attachments for the. When a ticket category is applied and it changes the value of ChangeApprovalType, the field will be updated even if the ticket type does not = ChangeApproval. These are referred to as Reference fields. and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. Expand RESOURCES/USERS (HR) and click Resources/Users; Tip - click the images to make them larger. If cleared (default setting), all Autotask resources, Outsourcing partners, and customers with access to the item in the Client Portal can view the note. When updating a field that has Rich Text, the APIwill return the text-only version of the field. In Autotask, you can create ticket categories that are identified as API-Only. Saves the note or time entry and closes the dialog box. 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. The allowed actions are specific to the object. This entity is only used by multi-currency databases. The following table describes the standard Autotask field objects for this entity. For example, although the client can create certain resources, not all resources accept a create call. This entity's purpose is to describe a Contact associated with a ContactGroup. Service calls are instances of time, with specified start and stop times, that are scheduled to perform work for a Company. Refer to WebhookFields (REST API). This entity describes an Autotask Service added to a Recurring Service contract. The function of this entity is to describe the default settings for fields associated with the specified ticket category. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources. If a ticket has TicketType not equal to 'Change Request' and it has data in one or more the fields that are exclusive to Change Request tickets, then the ticket can be saved. The name of the user who is filling the role is added to the role name. NOTE If Knowledgebase is enabled and the ticket is used to create a Knowledgebase article, the contents of the Resolution field appear in the article. This entity describes an Autotask Time Entry. All users can view attachments they uploaded. This entity's purpose is to describe a record of approval for a ticket change request. For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. Create Quote. When you enable the Organizational Structure feature in Autotask, this object describes an Autotask Resource association with an organizational structure pairing of OrganizationalLevel1 and OrganizationalLevel2 (OrganizationalLevelAssociation entity). window.open(uri); Create a new record or update an existing record in your app. IMPORTANT By default, notes and time entry pages launched from a task or ticket in New, Edit, or View mode open in a modal dialog box. function SendLinkByMail(href) { [CDATA[*/ The function of this entity is to describe the number of units of a specific service bundle with an association to a Recurring Service contract for a specific date range. This entity describes an Autotask Inventory location, that is, a physical or virtual place where your company stores or assigns inventory items. The integration user's security level must allow impersonation of the resource. 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. Head on over to our Community Forum! If you attempt to query these fields, you will receive an error message. For more information, check out the Datto/Autotask page about this module too. Tracks updates to any field except changes to the LastActivityDate, LastCustomerNotificationDateTime, LastCustomerVisibleActivityDateTime. This includes the following fields: ChangeApprovalBoard, ChangeApprovalType, ChangeApprovalStatus, ChangeInfoField1, ChangeInfoField2, ChangeInfoField3, ChangeInfoField4, ChangeInfoField5. It determines a customer's total taxes on billing items. Verify you support email. Adding or editing a note To open the page, use the path (s) in the Security and navigation section above. In this section, you add new attachments. For more information about attachments, including call syntax, thresholds and limits, and a full list of attachment entities, refer to Working with attachments in the RESTAPI. Calculated in hours only. To make calls to the entities of the AutotaskRESTAPI, you will need to use their resource access URLs or child collection access URLs. If the ticket is created from a Datto RMM alert and the Autotask ticket category has a Due Date and Time configured, then we will clear the DueDateTime field on the alert supplied by Datto RMM, and apply the default from the Autotask ticket category. You can make this a default setting. They are also not exposed in the API or LiveReports. Head on over to our Community Forum! An allocation code represents one of six billing item categories: Work Types and Internal Allocation Codes (. This entity describes DNSrecords associated with Assets in Autotask. Step 1: Creating an API User and Getting API Keys from Autotask (REST API) Why are we doing this? An API user is a special type of account required for communication with the Autotask API. It allows developers to use the API to implement multi-tier approval for Autotask time entries. I changed some values just in case they are sensitive. This entity's purpose is to describe a serial number associated with an Inventory Item. This entity contains the attachments for the SalesOrders entity. ServiceLevelAgreementPausedNextEventHours. If your company uses Datto RMM, and you have integrated it with Autotask, you can configure monitors to create tickets in Autotask. Have an idea for a new feature? A project defines and organizes a group of related tasks, events, and documents. This entity contains the attachments for the CompanyNotes entity. 2. For more information about fields marked as picklists, review our Understanding picklists article. If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. /*WebhookExcludedResources (REST), ConfigurationItemBillingProductAssociations, Using Swagger UIto explore REST API requests, Need troubleshooting help? Thanks for your feedback. If the ticket category = 'RMA', and no value is supplied for the Contact field, it will be set to the contact of the supplied asset. 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. An error message indicates that Service Request tickets cannot be associated with a problem ticket. We recommend that you create a new resource (Autotask user account) for the integration, so that it is separate from other user accounts. You cannot change a resource's ticket number prefix once created. Notes published . What is a word for the arcane equivalent of a monastery? Want to learn about upcoming enhancements? If you select a different note type, keep in mind that it might be set to a different Publish option. 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. [CDATA[*/ The API will set the impersonated users name and impersonatorCreatorResourceID value as the content creator during create operations. . An attempt to create a Ticket using a Resource + Role combination with an inactive Role will trigger an error. 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. If the user sends content back to an unsupported entity, the Rich Text and all images it contains will be lost. Update/Create Maximum Entities: The Web Service API calls can update or create a maximum of 200 objects with one call. To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed. 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. 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. NOTE Although the Autotask interface now allows multiple resources on a ticket, the current versions of the Web Services API do not support this feature. Have an idea for a new feature? Roles are associated with a department, have a standard billing rate, and are assigned to resources for billing purposes. IMPORTANT If the New/Edit Time Entry or New/Edit Note dialog is saved on the Edit Task or Edit Ticket page, both the details panel and main canvas will be updated. To open the page, use the path (s) in the Security and navigation section above. Need troubleshooting help? Although the data will remain intact and will be reportable, it will not be viewable in the ticket in Autotask. Resource access URLs for all entities appear in the next section of this article. 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". We then put time entries in through Autotask. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. This entity's purpose is to describe a location associated with an Autotask Quote that defines address information for a shipToLocationID and/or billToLocationID. The status code getting printed here is 401! 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. 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 do I align things in the following tabular environment? Security: This check box is available even if users do not have permission to edit tickets. 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. In the Quick Notification (Notify via "To") section, you can use check boxes to quickly add common role-based notification recipients to the note or time entry notification email. The client can access and act on the entity's field parameters: supplying, updating, or deleting the field data. The function of this entity is to describe the Ticket History, which tracks changes to the fields of the ticket entity, as well as the fields of any Service Level Agreement associated with the ticket. 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 skill or ability that you can associate with a Resource via the ResourceSkill entity. This entity describes an Autotask Subscription. It mirrors the fields found on the. [CDATA[*/ This entity describes an Autotask Contract. If the ticket category has only the due date or only the due time configured, then the API Ticket.DueDateTime will be required, and not supplying a value will return an error message. This entity records existing associations between tags and Knowledgebase articles in Autotask. Refer to Creating Knowledgebase articles from tickets. Attempting to edit this field on a ticket with a different ticket category will result in the supplied value being ignored. function SendLinkByMail(href) { This check box will only appear if the ticket to which the note or time entry is being added is a problem ticket with at least one incident. For more information, refer to Time Entry/Note Quick Edit Fields. IMPORTANT Although you can query all resources, some objects contain fields that you cannot query. If a law is new but its interpretation is vague, can the courts directly ask the drafters the intent and official interpretation of their law? Visit the Ideas forum! The resources then have access to the account data when their security level allows account access at the Mine level. Autotask API Ticket Creation with PowerShell Does anyone have sample code for how to create a ticket using the REST API. Making statements based on opinion; back them up with references or personal experience. A Contract Rate is associated with a Role and is specific to a contract. This entity describes detailed information about on-hand. This entity's purpose is to describe a billing milestone for an Autotask Fixed Price type Contract. 3. Want to learn about upcoming enhancements? Visit the Ideas forum! The fields that do appear show the following differences: A Keep Current option is available and is the default. Integration vendors On update(), InstalledProduct.ID cannot be updated to an InstalledProduct where InstalledProduct.AccountID Ticket.AccountID. You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. You might want to work with Autotask API's own Visual Studio solutions which are linked on their web services page. While this is not possible in the UI, in the API, you can create tickets with a ticket category of 'API.'. If setting equals 'Always', the API will always require the QueueID value. Is there any way for you to see what the response from Autotask is? Have an idea for a new feature?

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