Autotask PSA Integration "the other autotask thread"

Hello,

So I can be sure to understand your request, do you mean that you would like to integrate Autotask PSA within RDM through its API? Do you imagine this as a sort of console that could be opened from the tree, like our BeyondTrust/VMWare/etc. consoles? We aren't familiar with the product so it would help to know how you've been using it so we can make the best integration we can.

For now I'm unable to give you an estimate on when we will be able to work on this or how long it would take, but we will open a ticket for this request.

Regards,

There is a lot to Autotask PSA , my company has been on it for a year and we're probably only using 10% of it

Autotask PSA is:
a service portal which allows clients to submit trouble, problem, change-requests tickets. AT will ensure that the tickets are routed to the appropriate person whether that's for approval or completion,

we can provide vendors access, and assign each 'resource' a function,
so if a task involves wiring, once it's at the stage the wiring guy needs to go up there, autotask will send him an alert, and / or schedule it automatically.

From my limited use perspective:
1. a ticket comes in
2. it's commented and assigned
3. it's worked by assigned user and closed.

Some of the parts I know I'm missing:
- autotask templates: these set into action tasks, responses. it will create a set of tasks for techs or others to complete - estimate hours and alert when things are expected to run over time,
- autotask projects: like tickets, but much larger and contain multiple tickets - on top of other scheduled tasks. Projects are related to proposals. Proposals are usually things which are pending client review --
- different types of autotask tickets, problem, incident, change-request

autotask is designed so that, if Salley from Accounting-PC calls with another USB issue, I can readily see that accounting-PC has had relatively more USB issues than similar machines, and address that.

Its also designed so that level 1 helpdesk techs can put into motion tasks which send big-item proposals to end-users without having to involve a sales person -- and that we'd know if a proposal has been accepted or denied,

ultimately, for us, it's so that we are able to capture lost revenue & time, and encourage clients to gave a darn about their hardware. Joe Schmo law-firm doesn't care about the 15 year old unmanaged switch sitting inside his AC exchange - but when 1/2 the buildings problems can be authoratively traced back to it, and billed for despite the items being under support (eg workstation having tons of issues, but we discover it's related to that damn switch, we charge for the work)


The things I'd find handy would be:
- The ability to update autotask:
- For hardware (configuration) details, I planned to do this through VPN + powershell scripts straight from RDM, and can do this now, I think, with just an extra step or two.
- Create tickets readily. It takes about 20 seconds to create an autotask ticket - it'd be nice if there was a one-button in RDM which could do this (this would not need the API token if the AT-PSA account had e-mail support enabled (not a default feature of AT-PSA))
- Configuration (hardware) updates - I see there is a lot of potential data in RDM for each connection - much of which we do not fill out in RDM because it's elsewhere, I suspect though, that if a user could update these records in RDM and have them properly sent to AT and otherwise tracked, both systems would be udpated by users much more readily and commonly.

- AutoTask status appearing in RDM (perhaps a little icon to signify)
- Open Tickets, assigned tasks
- "Ticket Work List" feed as well as "Task List Feed"

- Live Link connectivity:
- Live Links are a step below API access in AT-PSA, they're like links with variables in them which appear in autotask- for instance:
- - Becky from Becky-WK emails me, Autotask checks our Managed AV and finds a match, and puts a link to that device in the ticket.
- we use RDM to record our sessions for both security and completeness sake, it'd be neat if that, or perhaps just the active-time portion of an RDM recording, could be attached to the ticket for Reference.

- Misc
- Tracking time which isn't related to a ticket.
- currently about every three months we run a manual report from a few of our services and ensure that we're tracking time as best we can.

- Unrelated consideration:
- Autotask PSA integrates with , among many things, voIP service BVoIP () - this makes it so when a call comes to the office, the computer will open a related autotask ticket and start tracking immediately - often the 20seconds to create a ticket is neglected if a call is a quick answer or simple solution -- this doens't have anything to do with RDM, but is a feature which gives some idea of Autotask


-- Ok, I've been typing for about 40 minutes now, and it's difficult to keep up this focus on Monday -

I know as soon as I hit send, I'm going to remember some 'key' ideas - it's monday and I'm slow to wake up--

Reiterating: I think it may be easiest to show you our use of RDM & AT-PSA and let you guys think on it. Further, we have the enterprise license and could provide you with an API token for testing, or we could add for your company a user to test and explore -- though I suspect AutoTask PSA may have some developer access - my offer here may be a way around any of that convolution.

here is the 'print a manual' from autotask's help page -
https://ww14.autotask.net/help/Content/QuickStart/HelpTrainingSupport/PrintaUserGuide.htm

Hello @all

i see this thread and think we have new informations what we "datto PSA User" need.
We also use RDM Enterprise and the Password Hub for teams, in the moment 99% only the Password Hub. Its one of the best Password manager that we ever seen, and we will not change to another vendor!

In the new Release from Datto PSA 2021.3 it´s a fully MYKI Integration. (MYKI | Datto RMM Integration) I think Devolution can many MSP´s or IT companys worldwide make happy with a Password Hub Integrations to Datto PSA , same as MYKI ;)

greetings from austria

Stefan

Hello Stefan,

How would you see this integrating in RDM / Password Hub?

• Can you describe the workflow that you'd like to have?
• How do you currently use RDM / Password Hub with Datto RMM?

From looking at the video of using MYKI in Datto RMM, it seems that Datto RMM is a Web technology, and MYKI acts as a sort of "autofill" for the credentials. This feels like it would be more in the scope of DWL (our web browser extension) if we want to support it in a similar way, rather than RDM / Password Hub.

Regards,

Hello Hubert,

thank you for your answer!
we already use DWL but the following points would be helpful:

• Import companies from Autotask PSA to Password Hub
• Automatic creation of client accounts in Password Hub upon import from Autotask PSA
• Show Insights in Autotask PSA Companies from Password Hub

If this API interface is a topic for you, we would write it down in more detail.

Best regards
Stefan

Hello Stefan,

Thank you for the details. We will keep this in mind when improving Password Hub (and RDM/DWL) in the future, but there are currently some missing pieces in what Hub supports, for example the concept of companies. I think at the moment it's too early to make such an integration, but it is an interesting avenue.

Regards,