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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. This data will not change during update operations. . This entity describes an Autotask Ticket. Invoices include Billing Items that have been approved and posted and are being billed to a customer or presented for information purposes only. Every time i get a very helpful "Internal Server Error" message back, nothing else. You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. It can be a separate physical location or a division or agency operating in the same physical location as the company. window.open(uri); This entity allows you to track the progress of the opportunity and generate sales forecasts. Resources receive assignment to one or more roles through their department and queue associations. This entity's purpose is to describe an asset category. You may also update UDFs for entity types that allow update and create. What video game is Charlie playing in Poker Face S01E07? This entity's purpose is to describe a note created by an Autotask user and associated with a Ticket entity. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity contains the attachments for the CompanyNotes entity. 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. Selecting a Note Type populates the Publish To field of the note, but this default can be overridden. Although you can query this entity, it contains one or more fields that are not queryable. Every attempt gives me a 500 server error. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. It describes whether a Product 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. https://webservices4.autotask.net/atservicesrest/v1.0/Tickets. ServiceLevelAgreementPausedNextEventHours. If selected, only internal Autotask resources will be able to view the note, and the, you opened the Time Entry or Note page from the Edit Ticket page, you don't have permission to edit tickets. The date/time stamp indicates the date and time the status was last refreshed from the task or ticket. This entity describes an Autotask Block Hour Factor, an option used with Block Hour type Contracts. Reddit and its partners use cookies and similar technologies to provide you with a better experience. On the Note dialog box or page, this check box is missing and the attachment inherits the setting of the note. Refer to Forwarding and modifying tickets. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; 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. Update/Create Maximum Entities: The Web Service API calls can update or create a maximum of 200 objects with one call. /*]]>*/Want to tell us more? ChangeApprovalBoard must reference an active Change Approval Board. The function of this entity is to describe the values for custom Additional Invoice Fields that users can add to Autotask for use with Autotask Invoice Templates. Does ZnSO4 + H2 at high pressure reverses to Zn + H2SO4? This allows the field to be cleared for tickets that are not Change Request type tickets. Cost items can be billable or non-billable. To learn more, refer to The Rich Text editor. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. The time zone and holiday set of the associated location are applied to the resource's time entries and schedules. The function of this entity is to describe the Resource - Service Desk Role association and takes some functionality from the ResourceRoleQueue entity, since Resource - Queue associations no longer require a Role association. This entity's purpose is to describe a note associated with an Autotask Contract. It allows users to track and manage Inventory Items created from Autotask Products that require a unique serial number. This entity allows all items in a checklist library to be added to a ticket. . Step 1: Creating an API User and Getting API Keys from Autotask (REST API) Why are we doing this? This entity's purpose is to describe a resource assigned to a task but not as the primary resource. Tasks are associated with a Project and define work that must be done. 2. Incidents on Change Request tickets will not be updated. This entity's purpose is to describe a template that defines the content and appearance of an Autotask Invoice. This entity is only used by multi-currency databases. The Deleted Ticket Activity log provides a list of ticket time entries, notes, and attachments that were deleted from your system. As you save each attachment, it will appear on the attachment grid. This entity describes an Autotask service call and its relationship to four other service call related entities. 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. This object describes general information for a survey generated by Autotask. On ticket grids, you can select the Add Note to Selected Tickets option from the bulk menu. If you have not clicked the Get current Status link, it will be the date and time you opened the page. This entity contains attachments for the Tickets entity. I am trying to create a ticket in autotask using the below python code: This entity surfaces the Autotaskversion number. } and not visible to the API user when inspecting the Extension Callout on edit and when creating a new Extension Callout. If you open this dialog box or page from the Edit [Entity] page, the section containing this field will not appear, and this field will not be editable. Saves the note or time entry and closes the dialog box. If no value is provided for Ticket.Source when a ticket is created via the API, the default Source value is returned on update. It represents any organization with which you do business. The Entities list provides a link to additional information about the entity and its standard Autotask fields. This entity's purpose is to describe a Resource - Role - Queue relationship. window.open(uri); You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method. This entity contains SSLSubject Alternative Name (SAN) records associated with the ConfigurationItemsentity in Autotask. 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". NOTE If the InstalledProduct value is not being updated, and for some reason it is already associated with an Account that is different from the Ticket Account, the update() will not fail. This entity enables your authorized third-party apps or modules to query the categories that can be associated with an opportunity in Autotask. The ticket must be associated to either the contact's account or any of its child accounts. UPDATE: I have published an updated version of this article based on our new PowerShell module for Autotask. [CDATA[*/ A company's category determines the layout of the entity's pages, which fields are visible, and which picklist options are available. Thanks for your feedback. Each entity description includes the following information: Note that actions are governed by the permissions of the logged-in end user; for example, although a Company entity allows a create call, the logged-in end user may not have permission to create a Company entity. To obtain extended information about entities and their field data, use the GET API call. The function of this entity is to describe the tax rate for a specific billing item. This entity's purpose is to describe a billing Work Type (Allocation Code) that is excluded from the contract to which the set applies. You can update an existing Ticket that has a Resource + Role combination that uses an inactive role. Notes have a property called Note Type. Refer to Running a global notes search. This entity's purpose is to describe a resource assigned to a ticket but not as the primary resource. 3. This entity represents associations between asset categories and documents in Autotask. Within Autotask navigate to Homepage > Admin > Features & Settings; Tip - click the images to make them larger. Want to learn about upcoming enhancements? Ticket Date Completed by Complete Project Wizard, Ticket Department Name OR Ticket Queue Name, Service Level Agreement Paused Next Event Hours, This entity will be read-only if the module with which it is associated is not active. You can make this a default setting. If there is no Asset SLA, then check the Contract Service or Bundle SLA. Contact Groups are an association of contacts, from one or more companies, that allow PSA users to send bulk email and create notes and/or to-dos simultaneously for all included contacts. Refer to API-only Ticket Categories. This entity describes an Attachment in Autotask. Notes published . This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. Autotask is a one solution ticketing system for managing your IT business that integrates with N-able N-central enabling you to map customers between both systems and share asset information for ticket creation, configure automatic ticket creation and bundle accounts in Autotask for billing. Click on Service Desk/Ticket Categories. 5. A time entry allows an Autotask resource to enter ticket and task time (Labor) and general or regular time (non-customer facing time). Attachments are external documents that are associated with an Autotask Account, Task, Ticket, Task or Ticket Note, Time Entry, Asset, Asset Note, Project, or Opportunity entity. Refer to Creating Knowledgebase articles from tickets. This entity describes an Action Type assigned to a CRM Note or To-Do. This entity contains the categories that hold Knowledgebase articles in Autotask. Append to Resolution on # incident(s) (tickets only). I know I have correctly authenticated and set the BaseURI because I can get company information for customers. function SendLinkByMail(href) { } var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; It allows you to create, query, and update expense line items through the API. window.open(uri); The application records an error when the maximum number of retries (5) have occurred for an event, but the payload could not be delivered. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources. Any entities or attachments that the account creates will be attributed to "APIUser." If the current priority is inactive, update() is allowed if the Priority value is not changed, or if Priority is changed to an active value. If the Quick Ticket Edits section remains collapsed, you can save the note or time entry without completing required fields. This entity contains attachments for the Projects entity. This entity represents a document in Autotask. 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. In this section, you add new attachments. It describes whether a Product on the Price List uses the internal currency or an external currency for a Product Tier, and if it is external, lets you set the price in that currency. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. This check box appears on task notes, ticket notes and both task and ticket quick notes and quick replies. /*Timestamp format article. Refer to The Rich Text editor to learn more. This entity describes an individual business unit that has an association with a company in Autotask. In Autotask, you can create ticket categories that are identified as API-Only. The function of this entity is to describe the resources associated with a Company Team. I am new to autotask. An inventory product represents a set of stocked items that share a product and a location. For a list of all currently available entities, refer to the , or check the Online Help's table of contents. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. function SendLinkByMail(href) { On notes that can become a notification email, attachments can be included. If a value is not provided for ChangeApprovalType: For the ContactID field, Contact.AccountID must = Ticket.AccountID or the ParentAccountID of Ticket.AccountID. IMPORTANT Fields that are not visible cannot be validated. All users can view attachments they uploaded. For more information on granular ticket security, refer to the Online Help topic: Update() is allowed on a Ticket with an inactive attribute value if that value is not being changed. Refer to the previous bullet point. You can use notes to track information, update the status of the associated contract, and communicate with resources and customers. /*]]>*/Want to tell us more? Set up the Autotask trigger, and make magic happen automatically in Microsoft Excel. If selected, the note's Description or the time entry's Summary Notes, Internal Notes, and any new attachments are added to the ticket's incidents, as well. 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). Want to talk about it? This entity describes an approved and posted billable item in Autotask. A setting on the General tab of the category will determine if a note title is required for task and ticket notes. Update Status on {#} incident(s) (tickets only). Yep tried that - on the example given by Autotask it included "Id": "0" on the first line - but it doesn't make any difference. Head on over to our Community Forum! 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. About note types. For example, when updating an entity, you may not be able to update all fields within the entity. Changes made to the Contract by using the ContractServiceBundleAdjustment entity affect only the quantity of Contract Service units. When a SubIssueType value is provided, the associated IssueType value must also be provided. The Country entity is referenced by other entities and specifies the display name, address format, two-letter county code, and ISO standard name associated with the country. 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. Thanks for your feedback. API users cannot be assigned as a resource to content such as opportunities or tickets, but they can be selected as a filter on fields and in widgets that are date, time . If the ticket type = Change Request, then ChangeApprovalType is set to the default value. NOTE When opened from the Ticket Time Entry dialog box or page, you can select the Internal Only check box. 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. This entity's purpose is to describe a record of approval for a ticket change request. Refer to Note Titles. Thanks for your feedback. This object describes list items added to a check list on an Autotask ticket. In Picklist, an inactive TicketCategory displays in italic text. This entity's purpose is to describe a deliverable item that represents a pre-defined unit of work performed for a set price and billed at regular intervals; for example, a 'Disk Backup' performed for one computer. The impersonated resource must have permission to act as configured in the other sections on the Edit Security Level page. This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). Unless otherwise noted, APIentities do not support the creation or editing of Rich Text content. Autotask Resources are employees, contractors, or consultants with access to a company's Autotask system. The Autotask REST API presents selected Autotask resources as programming objects that allow the client to perform actions on them. Come try it. If an association is removed from a resource and that pairing is set as the default, that default is not removed. 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. The API user security level has access to contact impersonation for tickets. Autotaskincludes a time off policy management feature that enables your company to track employee time off benefits. /*]]>*/Want to tell us more? 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. This entity's purpose is to describe a Type, for example, printer, server, or workstation, assigned to a Asset in Autotask. [CDATA[*/ This entity's purpose is to describe a predecessor/successor arrangement between two project schedule items. 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. 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. This entity describes an Autotask Payment Term. This entity describes an internal cost created for a resource-role combination for time entries on a specified contract. This entity's purpose is to describe a Resource - Role - Department relationship. permission is required. Thanks for your feedback. This entity describes an Autotask Quote Item. Have an idea for a new feature? If the ticket category was configured to display them, additional ticket fields appear in this section on time entries and notes. Have an idea for a new feature? This entity's purpose is to describe a list item associated with a UserDefinedFieldDefinition entity that has dataType = List. Want to learn about upcoming enhancements? The function of this entity is to describe the link between co-managed accounts and the resources with a co-managed security level who have access to them. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. The Autotask REST API presents selected Autotask resources as programming objects that allow the client to perform actions on them. SubIssueType is associated with an Issue and the available SubIssueType picklist items are specific to the associated IssueType. Either click the template or click. Open the Datto Help Center. How to handle a hobby that makes income in US. Thanks for your feedback. Do new devs get fired if they can't solve a certain bug? The entity provides an efficient way to access the details, via the API, to assist with the customer's Autotask implementation. Service calls are instances of time, with specified start and stop times, that are scheduled to perform work for a Company. 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. Visit the Ideas forum! They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. This entity represents the categories for documents in Autotask. This entity describes an adjustment to the quantity of units of a Service Bundle that are added to a Recurring Service Contract. This includes the following fields: ChangeApprovalBoard, ChangeApprovalType, ChangeApprovalStatus, ChangeInfoField1, ChangeInfoField2, ChangeInfoField3, ChangeInfoField4, ChangeInfoField5. Wherever it is available, it tracks essential information about the record. Each of the entities inherits from the Autotask base class Entity. Complete the New Attachment dialog box. Set up a mailbox in Autotask. Change request tickets are part of the Autotask Change Management feature set. This entity describes an Autotask Allocation Code. The Autotask REST API Getting started REST API security and authentication REST API revision history Working in the API Introduction to the Autotask REST API Introduction to REST API calls Autotask REST API resources Good to know. This entity describes an Autotask project task assigned to a service call. IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. With the granular ticket security features implemented in the 2016.1 release, the API Ticket entity will respect the View, Add, and Edit permissions assigned to the logged in end user, EXCEPT the API will not respect the 'Mine + Accounts' setting. For more information, refer to Notification panel. Button bar Header Task Status or Ticket Status General Quick Notification (Notify via "To") Quick Ticket Edits (tickets only) Add New Attachments Attachments The Notification panel Adding a note to selected tickets You can only create it; you cannot query or update it. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This check box is enabled when the Internal check box is selected. By accepting all cookies, you agree to our use of cookies to deliver and maintain our services and site, improve the quality of Reddit, personalize Reddit content and advertising, and measure the effectiveness of advertising. Although the data will remain intact and will be reportable, it will not be viewable in the ticket in Autotask. Autotask currently provides five contract types: Time and Materials, Fixed Price, Block Hours, Retainer, and Recurring Service. Need troubleshooting help? On update, a TicketCategory cannot be updated to another TicketCategory that is inactive. 4. To use a speed code, enter it in the field. To attach the new attachment to the notification email, select Include Attachments in Email on the notification panel. This entity's purpose is to describe a cost associated with a Change Order to an Autotask Project. You might want to work with Autotask API's own Visual Studio solutions which are linked on their web services page. Need troubleshooting help? If you want your integration users' names to show on the entity, follow these steps: This example adds an impersonated user to a request's headers. To subscribe to this RSS feed, copy and paste this URL into your RSS reader. From the pull-down menu, This entity contains notes for documents in Autotask. QueueID requirement - The ticket's category (Ticket.TicketCategory) will determine whether or not Ticket.QueueID is required, based on the category's 'Queue is Required' setting. By rejecting non-essential cookies, Reddit may still use certain cookies to ensure the proper functionality of our platform. Create a new record or update an existing record in your app. This entity contains attachments for Knowledgebase articles in Autotask. A resource can be associated with multiple LOBs; entities cannot. The change request approval process is part of the Autotask Change Management feature set. Three read only fields, MonitorID, MonitorTypeID, and RMMAlertID are currently available for use by the Autotask RMM integration only. Create Quote. 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. For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed. This entity enables you to increase inventory counts associated with the InventoryProducts entity. This entity describes detailed information about on-hand. This entity's purpose is to describe a billing Role that has been excluded from a Contract. Thanks for your feedback. This entity's purpose is to describe a multi-level approval record for an Autotask time entry. If you use the Kaseya RMM Extension, tickets generate by using Incoming Email Processing. 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. I changed some values just in case they are sensitive. 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. It has code to get popular entities like accounts, tickets, contacts etc. 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 entity describes results and information for a survey generated by Autotask. This entity describes an Autotask Quote Template that defines the content and appearance of an Autotask Quote. If the ticket category = 'RMA', the InstalledProductID is required.