window.open(uri); This entity's purpose is to describe a geographic area where billing items have the same tax rate. This entity describes an Attachment in Autotask. On the incidents, the Internal Notes are created as a reply to the Summary Notes. Autotask API Ticket Creation with PowerShell : r/Autotask - reddit Create a Ticket in Autotask using Powershell 27 Aug 2015. Creates a ticket note. How to follow the signal when reading the schematic? This entity describes one or more account contacts assigned to a Ticket, other than the Ticket Contact (Ticket.contactID). Tickets where Type = Service Request cannot be associated with a ProblemTicket ID. To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. It describes whether a Role Hourly Rate 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. This entity's purpose is to describe a group of Service entity items that are priced and billed as one component of Recurring Service type contract. PDF Integrating Autotask Service Desk Ticketing with the Cisco OnPlus Portal 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) A cost is a billing item for products or materials. By clicking Accept all cookies, you agree Stack Exchange can store cookies on your device and disclose information in accordance with our Cookie Policy. Invoice templates define the appearance and content of an invoice generated by Autotask. Create Workflow Rules to Set Ticket Severity Level In Autotask, you can set the ticket severity level by creating workflow rules using information provided in the Ticket Title or Description fields. The Add New Attachments section is always collapsed. Unless otherwise noted, APIentities do not support the creation or editing of Rich Text content. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. This selection opens a page that contains a subset of the fields documented above. It allows you to compensate for the Block Hour fixed rate by applying a multiplier to specific role rates. window.open(uri); For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. If recipients are added or removed from the To: field on the Notification panel, the matching role-based check boxes will become selected or cleared. Click on Service Desk/Ticket Categories. . When you enable the Organizational Structure feature in Autotask, this object describes an organizational structure Line of Business. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. You can configure API Only security levels to allow the impersonation of other resources on supported endpoints. This entity describes DNSrecords associated with Assets in Autotask. Any entities or attachments that the account creates will be attributed to "APIUser." This entity is only used by multi-currency databases. Other fields related to change request will accept values when Change Management is not enabled, but that data will not be available through the UI. Refer to the previous bullet point. Resolution: After playing with some items and looking through the module code and Postman, everything needs to be treated as a string: Thanks to u/nutter91 for the assistance with submitting a record ID of 0 for new records and reminding me to simplify things. Also create Note/Attachment(s) on # incident(s). Only the incidents of problem tickets will have their status updated. This data will not change during update operations. The API can complete a ticket that has one or more incomplete 'Important' Checklist items. Creating titles using key words will allow you to find notes later in lists and searches. The entity header identifies the parent entity the note or time entry is associated with. This entity represents checklist libraries related to documents in Autotask. Head on over to our Community Forum! Configure your support email address. If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. Best Practice but optional: Set up Workplace-specific queue, ticket source, issues and sub-issues in Autotask. Ticket cannot be created with an inactive TicketCategory. This entity describes an Autotask resource assigned to a task that is assigned to a service call. NOTE When opened from the Ticket Time Entry dialog box or page, you can select the Internal Only check box. Log into Autotask and navigate to the menu on the left and click on Admin [CDATA[*/ It controls who can view the note. If you send the content back, the Rich Text and all images that it contains will be lost. window.open(uri); A shipping type defines a carrier for a product shipment. An attempt to create a Ticket using a Resource + Role combination with an inactive Role will trigger an error. Thanks for your feedback. This entity describes an Autotask Company. /*Incoming email processing - Autotask Need troubleshooting help? The API does not respect the TicketCategory's 'required' and 'available list item' settings, with the exception of the 'Queue is Required' setting. Autotask users manage Asset notes on Assets. SubIssueType is associated with an Issue and the available SubIssueType picklist items are specific to the associated IssueType. To verify and configure these settings perform the following steps. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Visit the Ideas forum! This entity is only used by multi-currency databases. This object describes list items added to a check list on an Autotask ticket. It is only available through the REST API. 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. Autotaskincludes a time off policy management feature that enables your company to track employee time off benefits. If the API receives an invalid prefix, it will automatically generate one and assign it to the resource. User-defined fields are custom fields that each Autotask customer can add to their Company, Contact, Opportunity, Sales Order, Projects, Products, Assets, Ticket, and Tasktables. window.open(uri); This entity's purpose is to describe a reusable set of roles and work types that are excluded from the contract to which the set applies. The function of this entity is to describe the mapping of the Asset (Configuration Item) to the contract billing rule. Autotask: Line of Business (LOB) Key Things to Know IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. ServiceLevelAgreementPausedNextEventHours (read only) is calculated as the time differential between the most recent time the ticket status changed to Waiting Customer and the time of the next SLA target. 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. Contracts specify a billing arrangement with a Company. Want to learn about upcoming enhancements? On create(), if InstalledProductID is populated, the InstalledProduct.AccountID must = Ticket.AccountID. , This field is editable for tickets whose ticket category is 'RMA.'. Attempting to edit this field on a ticket with a different ticket category will result in the supplied value being ignored. 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. 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. If you open this dialog box or page from the Edit Ticket page, this check box will not appear. Refer to The Rich Text editor to learn more. All other statuses, Not Assigned, Partially Approved, Approved, or Rejected can only be set by the system. 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. For the Autotask REST API, the Read-Only and Required field attributes have the following meanings: It is possible for a field to be both Read-Only and Required. This field is not filterable for tickets in the API. Provide feedback for the Documentation team. create - Autotask permission is required. Service calls are instances of time, with specified start and stop times, that are scheduled to perform work for a Company. Making statements based on opinion; back them up with references or personal experience. This entity's purpose is to describe a line item associated with an Expense Report entity.
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