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Kaseya Autotask Ticketing Integration for SaaS - Connect IT Community | Kaseya
<main> <article class="userContent"> <p>Autotask supports the use of <strong>Kaseya2AT</strong></p> <p><strong>Kaseya2AT is</strong> an email parser that can be set to receive emails from Kaseya on Ticket/Alert creation and convert Kaseya Tickets/Alerts into Autotask tickets.</p> <ul><li>If a match is found, it associates the Autotask ticket with the matching Configuration Item.</li> <li>If the machine info does not match to a Configuration Item, it attempts to match the alert to a Company using the Kaseya Group ID.</li> <li>If the Kaseya Organization ID does not match to a Company, it assigns the ticket to Your Own Company. </li> <li>Automatically closes the Kaseya ticket when the corresponding Autotask ticket is set to complete.</li> </ul><p><strong>Kaseya2AT</strong> will intercept emails, extract information, and create a ticket in Autotask. </p> <p>In order for this to work Tickets created in Kaseya must be associated with Machines so the ticket would have the following format: <strong>"Machine ID: machinename.groupname.subgroupname"</strong></p> <p><strong><strong>Kaseya2AT Setup on AutoTask side:</strong></strong></p> <ol><li>Log into Autotask with an Administrator security level. </li> <li>Go to <strong>Autotask menu > Admin > Features & Settings > Service Desk (Tickets) > Incoming Email Processor to access the Incoming Email Processing - Mailboxes</strong> window. </li> <li> Click the <strong>Edit</strong> icon to the left of the <strong>Add Ticket Email Service (ATES)</strong> mailbox listing. Add <strong>Ticket Email Service (ATES)</strong> window opens. </li> <li>On the <strong>General</strong> tab, populate all fields marked with an <strong>asterisk *</strong> and make sure the <strong>Active</strong> box is checked.</li> <li> On the <strong>Ticket</strong> tab, in the section <strong>Failure Notification</strong> (to email originator): Select the box for <strong>Send XML Notifications</strong>, <strong>Select a Notification Template</strong>, and <strong>Specify additional recipients (optional)</strong>.There are three similar sections on this page that can be configured for notifications: <strong>Failure Notifications</strong> (to internal resources and/or other email addresses) <strong>Success Notification</strong> (to email originator) <strong>Success Notifications</strong> (to internal resources and/or other email addresses </li> <li> Click <strong>Save & Close</strong>. </li> </ol><p> </p> <p><strong>On Kaseya side please perform the following steps:</strong> </p> <ol><li>Login to Kaseya.</li> <li>Go to <strong>Ticketing</strong>, and under <strong>Configure Ticketing</strong>, select <strong>Notify Policy</strong>:</li> </ol><p><img src="/attachments/token/uTNlyDuSjhs8eqFDy5dSKCeOU/?name=Kaseya2ATConfigKaseya.png" alt="Kaseya2ATConfigKaseya.png" width="708" height="303" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <ul><li>In the top left corner, select the<strong> Ticket Creation</strong> and the <strong>Modify/Add Note</strong> check-boxes.</li> </ul><ol><ol><li> Open the <strong>Kaseya2AT</strong> provisioning email you received from Autotask, and copy your unique <strong>Kaseya2AT</strong> inbound address. The format of this email address will be<strong> yourdomain.com@kaseya2at.net</strong>. </li> <li>Return to the Kaseya window, and paste the email address into the <strong>Email List</strong> field. You may enter additional email addresses if you wish, separated by commas; this will not interfere with <strong>Kaseya2AT</strong>.</li> <li>On the header for the list of Groups, click <strong>Select All</strong>. This will forward ticket notifications from all groups/customers and create Autotask tickets.</li> <li>You may also forward only tickets from selected groups/customers to Autotask.</li> <li>Click <strong>Update</strong>.</li> <li>The Group list will refresh and display the forwarding email address in the <strong>Email List</strong> column.</li> <li> This setup will send emails to Autotask email reader when tickets are created on Kaseya side. Then the Email Reader on Autotaks (<strong>Kaseya2AT</strong>) would receive the email and create AutoTass Tickets. The rest of the configurations need to be done on Autotask side. </li> </ol></ol> </article> </main>