Configure Settings
To edit your Autotask integration settings after the initial integration:
- On the N-sight RMM Dashboard, go to Settings > PSA Integration > Configure
- Select the tab that corresponds to the settings you want to change and make your edits:
- To update your Autotask information, select the Cache tab and select Refresh Cache. For more information, see Refresh Cache.
Ticket Creation settings
Use the ticket creation settings to configure how tickets are created by N-sight RMM.
| Field | Description | |
|---|---|---|
| Name Format | Select the name format to use when the ticket title is created in PSA system by the N-sight RMM integration. The format can be a combination of Check, Device, Site and Client name. | |
| Servers and Network Devices | Auto Create Ticket | Automatically creates a ticket in PSA system when a Check failure or Device outage is recorded |
| Auto Close Ticket | Automatically closes a ticket in PSA system when an outage is closed | |
| Close on Check Clear | Closes the PSA system ticket when the outage is cleared (acknowledged) on the N-sight RMM Dashboard | |
| Create ticket on Deletion | A ticket is generated in PSA system when a mapped device is deleted from the N-sight RMM Dashboard | |
| Workstations | Auto Create Ticket | Automatically closes a ticket in PSA system when an outage is closed |
| Auto Close Ticket | Automatically closes a ticket in PSA system when an outage is closed | |
| Close on Check Clear | Closes the PSA system ticket when the outage is cleared (acknowledged) on the N-sight RMM Dashboard | |
| Create ticket on Deletion | A ticket is generated in PSA system when a mapped device is deleted from the N-sight RMM Dashboard | |
PSA Specific settings
Update the default account and device information, as well as manage the Enable site mapping option and synchronization options.
| Field | Description |
|---|---|
| Enable Client Sync | Create N-sight RMM clients as assets in Autotask. Synchronizes updates and deletions of clients to mapped assets in Autotask. |
| Enable Site Mapping | Maps N-sight RMM sites to their counterparts in Autotask. |
| Enable Site Sync | Create N-sight RMM sites as assets in Autotask. Synchronizes updates and deletions of sites to mapped assets in Autotask. |
| Enable Device Sync |
Create N-sight RMM devices as assets in Autotask. Synchronizes updates and deletions of devices to mapped assets in Autotask. Removing a device from the N-sight RMM Dashboard (including workstations due to inactivity) marks the device as inactive in Autotask.
When this option is enabled, a removed and then re-added device may create a new device item in Autotask. |
| Concatenate device and site name |
Allows the device name to be concatenated with the site name
The N-sight RMM Dashboard uses a hierarchical structure of Client, Site, and Device. Sites only support unique Device names, but multiple Devices with the same name can exist under a Client because they are contained in separate Sites rather than in a direct Client to Device relationship. This can potentially lead to mapping issues in Autotask if Site Mapping is disabled because we will attempt to use a Client and Device association without the Site separator for uniqueness. Use the Concatenate device and site name option to alleviate this issue without Site Mapping. When you enable the option, the Site and Device names are joined together to create a unique entity that can then map in Autotask.
|
| Note Publish Type | User group the note is published against |
| Account Type | The account's relationship with your company. (Customer, Partner, Prospect etc.) |
| Account Owner | The person in your organization who is responsible for this customer (account manager etc.) |
| Account Phone | The telephone number, entered without spaces or specials characters, associated with the account and its contact. This can be changed for individual accounts in Autotask. |
| Allocation Code | Where configured within Autotask this allows the resources and time spent on a project or customer to be tracked and categorised. In Autotask this is also referenced as Work Type. |
| Issue Type | Main category assigned to tickets. The issue and issue sub-types provide an opportunity to report details about the issues customers are experiencing. |
| Issue Sub-Type | Sub-category assigned to tickets that is dependent on the selected Issue Type. |
| Servers Category | Main category for servers stored in Autotask. |
| Servers Product | Sub-category for servers stored in Autotask. |
| Workstations Category | Main category for workstations stored in Autotask. |
| Workstations Product | Sub-category for workstations stored in Autotask. |
| Network Devices Category | Main category for Network Devices stored in Autotask. |
| Network Devices Product | Sub-category for Network Devices stored in Autotask. |
The Device Categories and Products correspond to device types stored in your Autotask system. Select the main Category that devices will be associated with in Autotask along with the Product sub-category.
All devices under Category and Products are used when mapping your devices to Autotask configuration items. For more information, see Create Products and Product Categories.
Ticket Frequency
Changes to the 24x7, Daily Safety Check and Device Outage Ticket Priorities, Queues and the Due Date Offsets can be made under Ticket Frequency.
| Field | Description |
|---|---|
| Ticket Priority | Priority assigned to any ticket created by N-sight RMM |
| Ticket Queue | Autotask queue where generated N-sight RMM tickets are recorded |
| Due Date Offset | Number of days in the future to set the Due Date for all Autotask tickets created by N-sight RMM. |
| Cleared Check Outage Action | Ticket action to be taken on failure of a cleared check
Available for 24x7 and Daily Safety Check (DSC) tickets only. |
Asset Tracking
You can Enable Asset Tracking to import the asset information gathered by the N-sight RMM Dashboard to the corresponding Autotask User Defined Field. If configured, the selected asset data is transferred for servers by default, with the option to also Include workstations.
For information on setting up and using Autotask user defined fields, see Create Autotask User Defined Fields and Map Autotask User Defined Field to Asset Tracking Element.
API Users created in Autotask 2020 and later must have Edit Unprotected Data and View Unprotected Data permissions enabled, otherwise the Autotask user defined fields are unavailable. For more information, see Configure User Defined Field permissions.
These permissions were enabled by default for users created in earlier versions of Autotask.
You can also choose to the Populate Device Serial Number in Autotask for the Configuration Item. It is independent of the User Defined Fields.
