Add Autotask ticketing recipients

An Autotask Ticketing Recipient is collection of settings that acts like a user account. Once created, you can use the account to generate tickets in Autotask by associating it to Notifications, Self-Healing and Scheduled Tasks. When creating the recipients, N-able N-central synchronizes with Autotask; all queues, properties, sources, statuses are pulled dynamically from Autotask.

  1. Click Administration > PSA Integration > Ticketing.
  2. Click Add.
  3. Enter a Name for the Ticketing Recipient, for example, Monitoring Alerts or Server Down.
  4. in the Ticket Details tab, select the information to include in the ticket from the drop-downs. This includes Queue, Priority, Source, Required Date, etc.
  5. Open the Notification Settings tab to enable Acknowledge Notifications and Suppress All Escalation, set the Ticket Note Properties, choose the Actions when Issue Returns to Normal, and the Handling Repeat Failures settings.

    6. Use Handling Repeat Failures to configure what happens to a ticket when an issue reoccurs on a device within a given time period.

    The first time a service on a device fails, N-able N-central opens a time window during which the service can transition between states before another ticket will be generated. Within this time window, N-able N-central will not generate a new ticket, but instead it will either update the existing ticket or if the ticket has been closed it will reopen it. If a ticket remains open beyond the time window, N-able N-central will continue to update it until N-able N-central detects that it is closed, at which time N-able N-central will create a new ticket.

    If N-able N-central cannot detect that a ticket has been closed in Autotask, N-able N-central will continue to update the ticket until N-able N-central detects that the ticket is closed, regardless of the time window.

  6. Open the Associated Notification Profiles tab and configure the Notification Profile, when notifications are sent based on specific triggers.

    • Primary Notification: The initial alert sent when an event occurs.

    • Escalation Notifications: Additional alerts sent if the initial alert is not acknowledged or resolved within a specified time frame.

    • Delays: The time intervals between the primary notification and subsequent escalation notifications.

  7. Open the Time Entry tab.

    8. The Time Entry settings are used by Autotask to calculate time and billing for the Ticketing Recipient. This is valuable when you are using self-healing tasks automation policies in N-able N-central. When N-able N-central generates a notification that goes to this ticketing recipient, time will be automatically logged against the ticket.

  8. Open the Notification Schedule tab and configure when ticket creation can occur.
  9. Click Save.

You have to associate this to your Notification Profiles to create tickets from these settings. For more information, refer to Configure notifications to update a ticket status.

N-able recommends that you do not use the duplicate ticket handling feature in Autotask. If you do use this feature, ensure you add a unique identifier (we recommend the ActiveNotificationTriggerID notification variable) to the Subject line of the PSA notification template in N-able N-central.