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Autotask

dotMARC can open a Datto Autotask ticket when an alert fires, complete it when the alert resolves, and resolve the alert when a tech completes the ticket in Autotask. It can do this alongside HaloPSA and ConnectWise: see PSA integration for how several PSAs work together.

1. Create an API user​

In Autotask, go to Admin > Resources (Users), and add an API User:

  • Give it a security level that can read companies and add and edit tickets. API User (system) works.
  • Under API Tracking Identifier, choose Integration vendor or Custom (internal integration), and note the identifier.
  • Generate the Secret and copy it. Autotask doesn't show it again.

2. The API tracking identifier​

Autotask asks every integration to identify itself. Until dotMARC has its own identifier from Datto, enter the one you chose for the API user under API tracking identifier. When dotMARC ships with its own, the field becomes optional.

3. Connect dotMARC​

In dotMARC, open Manage > PSA settings and choose the Autotask tab.

  1. Enter the API user's Username and Secret, and the API tracking identifier.
  2. Select Save Autotask settings.
  3. Select Load options from Autotask, then choose:
    • the Queue alert tickets go to
    • the Ticket type
    • an Issue type, if you use them
    • the Priority
    • the Closed status (Complete, unless you've added your own)
  4. Turn on Enable Autotask tickets and save again.

dotMARC finds your Autotask zone (the datacentre your tenant is in) from the username, and remembers it. If Autotask moves your tenant, or you change the API user, select Clear cached zone.

4. Due dates​

Autotask won't create a ticket without a due date unless the ticket category sets one. dotMARC sets each alert ticket's due date to a day after it's raised. Your SLA or workflow rules may change it.

Tickets go to the Autotask company linked to the domain's Group. On Manage > Groups, each Group has an Autotask company column. Companies without a group lists active Autotask companies that no Group matches yet, and can create a Group for each, already linked. A Domain can override its Groups' company on Manage > Domains.

6. How closing works​

When an alert resolves, dotMARC sets the ticket to your closed status and writes "Resolved automatically by dotMARC." in the ticket's Resolution.

dotMARC checks its open Autotask tickets every few minutes (every 5 by default, set with the Psa:PollIntervalMinutes setting). A ticket a tech moves to the closed status resolves its alert at the next check. If completing a ticket fails, dotMARC keeps trying at each check. A ticket deleted in Autotask is no longer checked, and its alert stays open.

7. Test the integration​

Test the integration on the Autotask tab runs the whole lifecycle against your live Autotask with the saved settings. It creates a clearly marked test ticket, reads it back as open, completes it, and reads it back as complete, which is exactly how dotMARC notices a tech's close. Real alerts aren't touched. If a step fails, it says what to check.