Datto Autotask PSA Integration Setup Preferences

Once the API keys have been setup and AutoElevate is successfully communicating with your Autotask PSA server, and once your preferences have been received, we will continue with the following steps:

• Setup of the configuration between AutoElevate and Autotask
• Linking of users and companies
• Testing of the system

Please review the following items and then compile your preferences in the associated spreadsheet (Autotask-NewMSPInfoCollection.xlsx) and upload it to the secure OneDrive folder provided to you in your AutoTask PSA Integration Setup ticket.

To better understand the different preferences please go into Autotask, open a new ticket and examine each of the mentioned items to decide how you want the system to work.

For NEW AutoElevate Tickets

1. What Ticket Queue should all NEW AE tickets go to?
2. What Ticket Queue should the ticket go to once a Technician has taken action on a Privilege Request?
3. What “Status” should AutoElevate tickets be set to:
   • Initially when they are created? (usually this would be “New”):
   • When they are completed? (usually this would be “Complete”):
   • If something doesn’t work correctly with the elevation? (pick a status that you already have on your system that would indicate to your staff that the ticket is waiting on technician intervention. Possibilities might be: “Waiting Technician” or “Client Follow-up Needed”. This Status is rarely used but necessary):
4. What “Priority” should AutoElevate tickets be set to? (typically, this would be “Medium” but is according to your preference):
5. What “Ticket Type” should AutoElevate tickets be set to? (please specify one that you have on your system. A typical choice would be “Service Request” but may vary depending on your system setup.):
6. What “Ticket Category” should AutoElevate tickets be set to? (may vary depending on your system. A typical choice would be “Standard”):

Time Entry

AutoElevate automatically enters a specified amount of time on each ticket whenever a technician takes action on a privilege request. The default amount is 15 minutes and can be changed to whatever value you want to in the Admin Portal. If set to “0”, time entries are disabled and only a note of the outcome is entered in on the ticket. We need 3 pieces of information (which can be referenced from a time entry on a ticket).

7. What should be the default amount of time that AutoElevate? (default is 15 minutes):
8. What “Work Type” should time entries be set to? (pick a Work Type that you already have on your system):
9. What “Role” should time entries be set to? (pick a Role that you already have on your system, common example would be “Remote Support”):
10. Who should be the "Time Entry Resource Fallback"? (this is needed when trying to create a Time Entry and the AutoElevate user that responds isn’t “linked” to an Autotask user. We will assign the Time Entry to this "fallback" so that the entry isn't lost):

Create a “Source”, “Issue Type”, and “Sub-Issue”

11. Create a new “Source” called “AutoElevate” (or we can map to and existing source, please specify):
    • To create a new Source called “AutoElevate” do the following:
      • In Autotask go to Admin -> Service Desk (Tickets)->Sources->New
      • Enter in “AutoElevate” and check off the box to the right that says “Active”

12. Create a new “Issue Type” called “Privilege Request” (or we can map to and existing Issue Type, please specify)
    • To create a new “Privilege Request” Issue Type do the following:
      • Go to Admin -> Issue & Sub-Issue Types->New
      • Enter “Privilege Request” (you do not have to specify an associated queue)
      • Make sure the “Active” checkbox is checked
    • Create the following 4 new Sub-Issue types making sure each has the “Active” box checked (or we can map to existing Sub-Issue types, please specify):
      • “Approved – One Time”
      • “Approved – Rule Made”
      • “Denied – One Time”
      • “Denied – Rule Made”