Autotask Service Desk Module

Barracuda Managed Workplace pushes asset information to Autotask. When a ticket is created in Barracuda Managed Workplace as the result of an alert being triggered or when you manually create a ticket in Barracuda Managed Workplace, a ticket will also be created in Autotask. Once created, any updates to the status of the ticket made in either system will be synchronized with the other. Similarly, when the ticket is closed in Autotask, the corresponding alert will be cleared and the corresponding trouble ticket closed in Service Center.

The Autotask connector allows you to:

• synchronize information between systems for all discovered devices, including those that support WMI and/or SNMP management protocols;

• easily configure bi-directional synchronization of ticketing;

• synchronize asset details for all devices;

•  define the criteria that determines which trouble tickets to send to Autotask.

The following table lists the Service Center asset information fields and their corresponding Autotask asset fields. You can use this table as a reference for synchronizing information about discovered devices between the two systems:

Best Practice: Asset synchronization works based on the mappings outlined in the table above, and updates to asset information occur as per the time defined in the Asset Synchronization Settings page in Service Center. If you currently have information in these fields in Autotask, it will be overwritten with the Service Center asset information fields. Please do not attempt to manually update these fields in Autotask. Instead, you can create additional user-defined fields as required. Because the asset synchronization process automatically pushes relevant asset information from Barracuda Managed Workplace to Autotask based on the mappings you assign, a manual device reconciliation process is not required as it was with the previous Autotask extension.

1. Configuring Autotask

2. Configuring the Integration in Service Center

The following are the steps to configure Autotask:

1. Creating User-Defined Fields

2. Disabling the MW Extension

3. Creating a Workflow Rule

4. Verify the Workflow Rule Setup

5. Creating and Configuring Autotask LiveLinks

If you have an existing legacy Autotask integration, some of the required user-defined fields might already exist. Existing user-defined fields with the Field Type set to ATEDataMapping instead of Text (Single Line) do not need to be modified.

The user-defined field names must match the names provided in the procedures below.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner, click Admin > User Defined Fields.

3. Click the Companies tab.

4. Click New.

5. In the Name box, type Managed Workplace Site GUID.

6. From the Field Type box, select Text (Single Line).

7. Click Save & Close.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner, click Admin > User Defined Fields.

3. Click the Tickets tab.

4. Click New.

5. In the Name box, type Managed Workplace Ticket ID.

6. From the Field Type list, select Text (Single Line).

7. Click Save & New.

8. In the Name box, type Managed Workplace Var GUID.

9. From the Field Type list, select Text (Single Line).

10. Click Save & New.

11. In the Name box, type Managed Workplace Alert Type.

12. From the Field Type list, select Text (Single Line).

13. Click Save & Close.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner, click Admin > User Defined Fields.

3. Click the Configuration Items tab.

4. Click New.

5. In the Name box, type Managed Workplace Device GUID.

6. From the Field Type list, select Text (Single Line).

7. Click Save & New.

8. In the Name box, type Managed Workplace Device Description.

9. From the Field Type list, select Text (Single Line).

10. Click Save & New.

11. In the Name box, type Managed Workplace Device IP Address.

12. From the Field Type list, select Text (Single Line).

13. Click Save & New.

14. In the Name box, type Managed Workplace Device Inventory Tag.

15. From the Field Type list, select Text (Single Line).

16. Click Save & New.

17. In the Name box, type Managed Workplace Device Type.

18. From the Field Type list, select Text (Single Line).

19. Click Save & New.

20. In the Name box, type Managed Workplace Device Last Logged On User.

21. From the Field Type list, select Text (Single Line).

22. Click Save & Close.

Note: To ensure that user-defined fields are editable when they’re imported, click Autotask > Admin > Features & Settings > Resources/Users (HR) > Security > Protected Data. Then ensure the following check boxes are enabled:

• Edit Protected Data

• Edit Unprotected Data

Next, you will disable the legacy Autotask integration by disabling the Barracuda Managed Workplace Extension. If you are configuring an Autotask integration for the first time, skip this step.

Note: Newer versions of Autotask may not have a Barracuda Managed Workplace Extension.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner, then click Admin.

3. Click the Extensions & Integrations tab.

4. Click Other Extensions & Tools, then Managed Workplace Extension.

5. Clear any existing Device Discover batches that have not been reconciled by clicking Clear Batches.

6. Clear the Active check box and all discovery time check boxes.

7. Click the Options tab.

8. Clear the Enable Round-Trip Closure check box.

9. Click the Notification tab.

10. Clear all check boxes.

11. Click Save.

Next, you will create an extension callout that identifies the SCMessaging URL.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner and click Admin.

3. Click the Extensions & Integrations tab.

4. Click Other Extensions & Tools, then Extension Callout (Tickets).

5. Click New Extension Callout.

6. In the Name box, type a name to identify Service Center.

7. Select the Active check box.

8. In the URL box, type the SCMessaging URL, with ATCallback.aspx appended. For example, http://mysc.com/SCMessaging/ATCallback.aspx.
   Note: Leave the Username and Password boxes blank.

9. From the Ticket User-Defined Field list, select Managed Workplace Var GUID.

10. From the HTTP Transport Method list, select GET.

11. To send email notifications for failures only, select the Do not generate e-mail notifications unless a failure is detected check box.

12. Click the Notification tab.

13. Select the check box for each user you want to receive email notifications.

14. Click Save & Close.

The final step in configuring Autotask is creating a workflow rule and associating it with the extension callout you just created.

1. In the Autotask menu, click Admin > Features & Settings > Application-wide (shared) Features > Workflow Rules.

2. On the Service Desk tab, click New.

3. Provide a name and description for the workflow rule.

4. In the Events area, select the following check boxes:

   • Edited by

   • Note Added by

5. For each of the check boxes selected in step 4, ensure that Anyone is selected in the associated lists.

6. Scroll down to the Actions area, and from the Then Execute Extension Callout list, select the callout extension you created.

7. Click Save & Close.

Before continuing with the Autotask configuration, it is a good idea to verify that the workflow rule has been associated with the extension callout.

1. Return to the extension callout that you previously set up.

2. Click the Workflow tab.

3. Verify that the workflow rule is listed and that it is active.

4. Close the Extension Callout window.

If your legacy Autotask MW Extension included synched LiveLinks, it is recommended that you deactivate them, as they are not recommended in the new integration. To ensure data integrity, the LiveLinks in the upgraded

connector reference the unique site and device GUIDs. To make use of these new identifiers in LiveLinks, you must create two new LiveLinks for sites and devices.

If this is a first-time Autotask integration, you can create LiveLinks for sites and devices. The use of LiveLinks is optional.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner and click Admin.

3. Click the Extensions & Integrations tab.

4. Click Autotask Add-Ons, then LiveLinks Designer.

5. Click the LiveLink you want to deactivate.

6. Clear the Active check box.

7. Click Save & Close.

Note: To publish LiveLinks successfully, your Autotask setup might require that you add a security account on the Security Levels tab. If you have selected a security account and are still having issues publishing LiveLinks, please contact Autotask support.

1. Log in to Autotask using an Administrator account.

2. Hover over the Autotask icon in the upper left corner and click Admin.

3. Click the Extensions & Integrations tab.

4. Click Autotask Add-Ons, then LiveLinks Designer.

5. Click New.

6. In the LiveLink Name and Label boxes, type MW Device Overview Page (GUID).

7. From the Category list, select Managed Services.

8. In the Base URL box, type the following URL:
   http://mysc.com/sc/WebActions/DeepLink.aspx?TargetArea=DeviceOverview&GoToPage=True&DeviceGuid=

9. From the Entity list, select Installed Product.

10. From the LiveLinks Parameters list, select Configuration Item Managed Workplace Device GUID.

11. Click Insert.

12. Click Save and Publish.
    Now you will create the LiveLink to use for Managed Workplace sites.

13. In the LiveLink Name and Label boxes, type Managed Workplace Site GUID.

14. In the Base URL box, type the following URL:
    http://mysc.com/SC/Default.aspx?GoToPage=Status/Site/Overview.aspx?CustomerGuid=

15. From the Category list, select Managed Services.

16. From the Entity list, select Company.

17. From the LiveLink Parameters list, select Company Managed Workplace Site GUID (UDF).

18. Click Insert.

19. Click Save and Publish.
    Now you will create the LiveLink to use for Managed Workplace tickets.

20. In the LiveLink Name and Label boxes, type MW Ticket Device Overview Page (GUID).

21. From the Category list, select Managed Services.

22. In the Base URL box, type the following URL:
    http://mysc.com/sc/WebActions/DeepLink.aspx?TargetArea=DeviceOverview&GoToPage=True&DeviceGuid=

23. From the Entity list, select Ticket.

24. From the LiveLink Parameters list, select Configuration Item Managed Workplace Device GUID.

25. Click Insert.

26. From the Category list, select Managed Services.

27. Click Save and Publish.

Note: If the link does not get published, click the Security Levels tab, and then select the Systems Administrator check box. Click Save and Close.

The following are the steps to configure the integration in Service Center:

1. Review Networking Requirements

2. Installing the Autotask Service Desk Module

3. Completing the Service Desk Configuration

4. Modifying Web Service Credentials

5. Updating Site Account Mappings

6. Modifying Ticket Status Mapping

7. Modifying Ticket Defaults

8. Modifying Asset Type Mapping

9. Modifying Asset Synchronization Settings

10. Modifying Ticketing Options

11. Post-Upgrade Clean Up

Autotask restricts outbound connection to the following:

• 80 - This port only accepts HTTP

• 443 - This port only accepts HTTPS

• 2610- This port accepts HTTP or HTTPS

This means that your SCMessaging website or virtual directory must run on one of the allowed ports, or else Autotask will not ba able to make a successful connection.

The service desk module that makes the integration with Autotask possible can be installed from the Update Center.

1. In Service Center, click Update Center > Components.

2. Click Service Desk Modules.

3. Click New.

4. Select the check box beside Autotask Service Desk Module.

5. Click Install.

Ticket status mapping between Autotask and Barracuda Managed Workplace is two-way, which means that you can select the appropriate Autotask ticket status for ticket updates from Barracuda Managed Workplace, and you can select the appropriate Barracuda Managed Workplace ticket status for ticket updates from Autotask. This two-way mapping allows you to control how statuses are mapped when the number of statuses between the two systems is inconsistent. It is strongly recommended that you maintain consistency in status mapping between the two systems.

You can create custom ticket statuses in Barracuda Managed Workplace in addition to the four system statuses, to map to Autotask ticket statuses. For more information, see Creating Custom Ticket Statuses.

1. In Service Center, click Configuration > Service Desks.

2. Click Autotask Service Desk Module.

3. In the Name box, type a name for the Autotask integration.

4. In the Description box, type a description of the Autotask integration.

5. In the User Name box, type the Autotask user name. The user must have administrator permissions in Autotask.

6. In the Password box, type the Autotask password.

7. In the Website URL, type the URL for your specific Autotask host.
   Note: To find the URL for your Autotask host, go to www.autotask.net, and log in. Your URL will be the text between "https://" and the / character. For example, www17.autotask.net or www20.autotask.net.

8. To require that any future configuration to the Autotask service desk module requires a password re-entry, select the Require password re-entry to configure this service desk module check box.

9. Click Next.

10. Choose Barracuda Managed Workplace sites to map to Autotask accounts by doing the following:

    • From the Managed Workplace Sites list, select a site.

    • From the Autotask Accounts list, select an account.