How does ticketing work?

When one of the events takes or doesn’t take place as expected on the protected endpoint, the Infrascale monitoring system creates a monitoring alert, and then sends the relevant information (including the type of (expected) event and associated type of backup) as a service ticket to the Autotask Service Desk.

graph LR a[Event or No Event]-->b[Monitoring Alert] b[Monitoring Alert]-->c[Service Ticket] subgraph Endpoint a[Event or No Event] end subgraph Monitoring System b[Monitoring Alert] end subgraph Autotask PSA c[Service Ticket] end

All tickets are distributed among ticket queues, and can be found and viewed individually or per specific protected endpoint.

Matching companies

First of all, you have to match each managed Autotask account (company) with corresponding company in the Infrascale Dashboard. Matching is based on the Autotask account identifier.

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. On the Companies Matching tab, in the Autotask Account Name or Autotask Account ID column, click the respective cell for the desired company.

  3. In the Autotask Account Id drop-down list, select the appropriate account ID.

    Tip

    If you ever want to cancel the matching, select Not Set.
  4. Click Save And Close to apply changes.

  5. Repeat steps 2-4 for each company.

Setting ticket queues

Default ticket queue

After matching the companies, you can set a ticket queue, where the newly created service tickets will be sent to by default.

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. Click the Settings button.

  3. On the Ticketing Settings tab, in the Default Queue drop-down list, select the desired ticket queue.

  4. Click Apply to save changes.

The system will start sending all monitoring alerts for all matched companies to the specified ticket queue as service tickets.

Company-specific ticket queue

If you want the system to send tickets regarding a specific company to a ticket queue other than the default one, you can change the ticket queue for that company as follows:

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. On the Companies Matching tab, in the Autotask Queue column, click the appropriate cell for the desired company.

  3. In the Queue Name drop-down list, select the desired ticket queue.

  4. Click Save And Close to apply changes.

The system will start sending all monitoring alerts for the given company to the specified ticket queue as service tickets.

Binding tickets with endpoints

Integration allows you to associate service tickets in Autotask with the relevant protected endpoints, so you can find and view all tickets for a specific device.

Binding relies on matching a specific field in Autotask configuration item with a specific field in a monitoring alert.

To configure binding of service tickets with protected endpoints, follow these steps:

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. Click the Settings button.

  3. On the Ticketing Settings tab, click Add Condition under Configuration Items Default Matching Condition.

  4. In the open dialog box, select a configuration item field to match, an operator, and a monitoring alert field to match.

    Condition element Available options
    Configuration Item UDF Not set, Brand, IP Address, LAN IP, Make & Model, Name, OS, Password, Roles, SSID, URL, Username, WAN IP, Registrar, Version, Battery Life, Location, Security
    Operation Equal to, Contains, Begins with, Ends with
    Monitoring Alert Field Endpoint Name, Appliance Name, Backup Account Name, Backup Type

Now, in your Autotask environment, you can go to CRM > Configuration Items, find and click the desired configuration item, and view all tickets associated with it (Tickets tab).

Configuring filters

All monitoring alerts for endpoints relate to the specific backup and event types.

Backup types identify the nature of the backups, while event types indicate the kinds and severity of the alerts.

Default filters

These filters allow to select backup and event types of the monitoring alerts, which will be sent to your Autotask environment as service tickets for all matched companies.

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. Click the Settings button.

  3. On the Ticketing Settings tab, select the desired filters in the Default Backup Type Filters and Default Event Type Filter groups.

  4. Click Apply to save changes.

Company-specific filters

These filters allow to select backup and event types of the monitoring alerts, which will be sent to your Autotask environment as service tickets for a specific matched company.

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. On the Companies Matching tab, in the Backup Types or the Event Types column, click the respective cell for the desired company.

  3. Clear Use Default Backup Types or Use Default Event Types respectively.

  4. Select filters you want to apply in regard to the company.

  5. Click Save and Close to apply changes.

Configuring tickets

Default ticket settings

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. Click the Settings button.

  3. On the Ticketing Settings tab:

    • In the When resolved, set ticket status to drop-down list, select a status to set by default for resolved tickets.

    • In the Default Fields group, set properties to apply by default for all newly created tickets (unless they have specific properties applied).

  4. Click Apply to save changes.

Ticket-specific properties

  1. In the Infrascale Dashboard, go to Integrations > Autotask PSA > Ticketing Settings.

  2. On the Fields Matching tab:

    • In the Action column, click Manage () to change all ticket properties at once; or

    • Click the respective cell in each separate column (Ticket Priority, Ticket Type, Ticket Category, Issue Type, or SubIssue Type) to change a specific property.

Pushing events to Autotask

After you configure the integration itself, the system will automatically push events as service tickets to Autotask PSA.

Also, you can push events manually if needed. For this:

  1. In the Infrascale Dashboard, go to Monitoring > Backups History.

  2. In the Event column, click the respective cell for the desired account/appliance.

  3. Click Send this history event as a new ticket to Autotask.