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Creating direct links from Autotask to IT Glue - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Introduction</p> <p>This article describes how to create intelligent links to open up client information in IT Glue directly from Autotask.</p> <p>IT Glue is built using principles that ensure predictable or stable URLs, to make integrating with other applications easy. Every organization and configuration item in IT Glue is associated with a base URL that can be added to Autotask. When these URLs are added to Autotask (using the company ID and product ID as dynamic parameters), it activates links to the relevant resources in IT Glue.</p> <p>There are four types of links you can create:</p> <ol><li>"IT Glue Org" link in Autotask company pages</li> <li>"IT Glue Org" link in tickets</li> <li>"IT Glue Config" link in tickets</li> <li>"IT Glue Config" link in Autotask configuration items</li> </ol><p>Prerequisites</p> <ul><li>LiveLinks permission must be enabled for your Autotask account. LiveLinks are not enabled by default, and system administrators do not have default access. To confirm you have the required permissions, select the Autotask menu menu in the top left hand corner. You should see a link labeled LiveLinks Designer. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/AG47Z12XG3BC/screen-shot-2016-09-20-at-9-06-05-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> </ul><p>Instructions</p> <h3 data-id="opening-livelinks-designer">Opening LiveLinks Designer</h3> <ol><li>From the Autotask menu, click <strong>Admin</strong> and then click <strong>Extensions & Integrations</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/H2CJ0PWWEC0G/screen-shot-2016-09-20-at-9-09-57-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Expand the <strong>Autotask Add-Ons</strong> section and then click on <strong>LiveLinks Designer</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/MET14CW3ZPQP/screen-shot-2016-09-20-at-8-59-40-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> </ol><h3 data-id="creating-an-it-glue-org-link-in-autotask-company-pages">Creating an "IT Glue Org" link in Autotask company pages</h3> <ol><li>On the <strong>LiveLinks Designer</strong> screen, select the <strong>New Item </strong>icon to create a new LiveLink. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/GQI2O3Z30FA6/screen-shot-2016-09-20-at-9-32-53-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> <li>On the next page, complete the required fields as follows: <ul><li>LiveLinks Name: <strong>IT Glue Org Links for Company Pages</strong> </li> <li>Label: <strong>IT Glue Org </strong><br>(the name that you want to appear as the link name)</li> <li>Category: <strong>Service Desk</strong> </li> <li>Base URL: <em><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmycompany.itglue.com%2Flinks%2Fautotask%2Forg%2F">https://mycompany.itglue.com/links/autotask/org/</a></em> (with your subdomain instead of "mycompany").</li> <li>Entity: <strong>Company</strong> </li> <li>Click <strong>Okay</strong> on the warning pop-up. </li> <li>From the <strong>LiveLink Parameters</strong> field (left side), select <strong>Company ID</strong>. </li> <li>Next, click anywhere in the <strong>Querystring Values</strong> field (right side), and then click the <strong>Insert</strong> button to populate the <ACCOUNTID>.</li> <li>Click <strong>Save & Publish</strong>. </li> <li>On the <strong>Security Levels</strong> tab, select at least one <strong>Security Level</strong>.</li> <li>On the <strong>Department</strong> tab, select at least one <strong>Department</strong>.</li> <li>Click <strong>Save & Close</strong>.</li> </ul></li> </ol><p><em>Example: Information used to create links to client info in IT Glue from Autotask company pages</em></p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/MR3F7UE349BJ/autotask-links-company2.png" alt="" class="embedImage-img importedEmbed-img"></img></p> <h3 data-id="creating-an-it-glue-org-link-in-tickets">Creating an "IT Glue Org" link in tickets</h3> <ol><li>On the <strong>LiveLinks Designer</strong> screen, select the <strong>New Item </strong>icon to create another LiveLink. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/GQI2O3Z30FA6/screen-shot-2016-09-20-at-9-32-53-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> <li>On the next page, complete the required fields as follows: <ul><li>LiveLinks Name: <strong>IT Glue Org Links in Tickets</strong> </li> <li>Label: <strong>IT Glue Org </strong><br>(the name that you want to appear as the link name)</li> <li>Category: <strong>Service Desk</strong> </li> <li>Base URL: <em><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmycompany.itglue.com%2Flinks%2Fautotask%2Forg%2F">https://mycompany.itglue.com/links/autotask/org/</a></em> (with your subdomain instead of "mycompany").</li> <li>Entity: <strong>Ticket</strong> </li> <li>Click <strong>Okay</strong> on the warning pop-up. </li> <li>From the <strong>LiveLink Parameters</strong> field (left side), select <strong>Company ID</strong>. </li> <li>Next, click anywhere in the <strong>Querystring Values</strong> field (right side), and then click the <strong>Insert</strong> button to populate the <ACCOUNTID> value.</li> <li>Click <strong>Save & Publish</strong>. </li> <li>On the <strong>Security Levels</strong> tab, select at least one <strong>Security Level</strong>.</li> <li>On the <strong>Department</strong> tab, select at least one <strong>Department</strong>.</li> <li>Click <strong>Save & Close</strong>.</li> </ul></li> </ol><p><em>Example: Information used to create links to client info in IT Glue from Autotask tickets</em></p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/OX4O472HCBJP/autotask-links-company1.png" alt="" class="embedImage-img importedEmbed-img"></img></p> <h3 data-id="creating-an-it-glue-config-link-in-tickets">Creating an "IT Glue Config" link in tickets</h3> <ol><li>On the <strong>LiveLinks Designer</strong> screen, select the <strong>New Item </strong>icon to create another LiveLink. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/GQI2O3Z30FA6/screen-shot-2016-09-20-at-9-32-53-am.png" alt="" class="embedImage-img importedEmbed-img"></img></p> </li> <li>On the next page, complete the required fields as follows: <ul><li>LiveLinks Name: <strong>IT Glue Config Links</strong> </li> <li>Label: <strong>IT Glue Config </strong><br>(the name that you want to appear as the link name)</li> <li>Category: <strong>Service Desk</strong> </li> <li>Base URL: <em><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmycompany.itglue.com%2Flinks%2Fautotask%2Fconfig%2F">https://mycompany.itglue.com/links/autotask/config/</a></em> (with your subdomain instead of "mycompany").</li> <li>Entity: <strong>Ticket</strong> </li> <li>Click <strong>Okay</strong> on the warning pop-up. </li> <li>From the <strong>LiveLink Parameters</strong> field (left side), select <strong>Installed Product ID</strong>. </li> <li>Next, click anywhere in the <strong>Querystring Values</strong> field (right side), and then click the <strong>Insert</strong> button to populate the <INSTALLEDPRODUCTID>.</li> <li>Click <strong>Save & Publish</strong>. </li> <li>On the <strong>Security Levels</strong> tab, select at least one <strong>Security Level</strong>.</li> <li>On the <strong>Department</strong> tab, select at least one <strong>Department</strong>.</li> <li>Click <strong>Save & Close</strong>.</li> </ul></li> </ol><p><em>Example: Information used to create links to configurations in IT Glue from Autotask tickets</em> </p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/ITVALK9T6VK3/autotask-links-configuration.png" alt="" class="embedImage-img importedEmbed-img"></img></p> <h3 data-id="creating-an-it-glue-config-link-in-autotask-configuration-items">Creating an "IT Glue Config" link in Autotask configuration items</h3> <ol><li>On the <strong>LiveLinks Designer</strong> screen, select the <strong>New Item </strong>icon to create another LiveLink. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/32X61ANIDLT7/screen-shot-2016-09-20-at-9-32-53-am.png" alt="Screen_Shot_2016-09-20_at_9_32_53_AM.png" class="embedImage-img importedEmbed-img"></img></p> </li> <li>On the next page, complete the required fields as follows: <ul><li>LiveLinks Name: <strong>IT Glue Config Links</strong> </li> <li>Label: <strong>IT Glue Config </strong><br>(the name that you want to appear as the link name)</li> <li>Category: <strong>Service Desk</strong> </li> <li>Base URL: <em><a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fmycompany.itglue.com%2Flinks%2Fautotask%2Fconfig%2F">https://mycompany.itglue.com/links/autotask/config/</a></em> (with your subdomain instead of "mycompany").</li> <li>Entity: <strong>Installed Product</strong> </li> <li>Click <strong>Okay</strong> on the warning pop-up. </li> <li>From the <strong>LiveLink Parameters</strong> field (left side), select <strong>Installed Product ID</strong>. </li> <li>Next, click anywhere in the <strong>Querystring Values</strong> field (right side), and then click the <strong>Insert</strong> button to populate the <INSTALLEDPRODUCTID>.</li> <li>Click <strong>Save & Publish</strong>. </li> <li>On the <strong>Security Levels</strong> tab, select at least one <strong>Security Level</strong>.</li> <li>On the <strong>Department</strong> tab, select at least one <strong>Department</strong>.</li> <li>Click <strong>Save & Close</strong>.</li> </ul></li> </ol><p><em>Example: Information used to create links to configurations in IT Glue from Autotask configuration items</em> </p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/0JXX5RSUQ6ER/autotask-links-configuration-installed-product.png" alt="AutoTask_Links_Configuration_Installed_Product.png" class="embedImage-img importedEmbed-img"></img></p> <p>After adding all of the above links, if anyone browses to one of the companies or configuration items that sync with IT Glue (or to a ticket that has a synced company or configuration item specified), they can select the IT Glue entry from the LiveLinks drop-down menu. This opens a pop-up or a new tab with an IT Glue window. If it doesn't, check for a pop-up blocker.</p> </article> </main>