Setup the Autotask Integration

When you setup the Autotask integration in N-sight RMM, you configure the integrator account against which all tickets are automatically recorded by default and the ticket creation behavior.

To configure the Autotask integration:

  1. On the N-sight RMM Dashboard, go to Settings > PSA Integration > Setup

    The Setup PSA dialog displays.

  2. In the Product drop-down menu, select Autotask and select Next
  3. Enter the PSA credentials: Username and Password for the Autotask API-Member that N-sight RMM will use to automatically create tickets and select Next

    Updating Autotask Credentials. After configuration only the Autotask Password is configurable. The selected Autotask Username cannot be changed. To alter the Autotask username post-integration, you must first uninstall then setup the integration.

    To ensure optimum performance, we recommend you allow access to our Autotask Communication URLs.

  4. Select the Ticket creation settings to configure how tickets are created by N-sight RMM and select Next
  5. Select the PSA Specific Settings to configure the default values to use whenever tickets and time entries are created in Autotask and select Next
  6. Select the 24x7 Ticket Settings to configure the settings for tickets created as a result of a failing 24x7 check, and select Next
  7. Select the DSC Ticket Settings to configure the settings for tickets created as a result of a failing DSC check, and select Next
  8. Select the Device Outage Settings to configure the settings for tickets created as a result of a device outage, and select Next
  9. Optionally, you can enable Asset Tracking Settings to transfer asset information from N-sight RMM to the Autotask device's configuration section and select Next

    Autotask uses pop-up windows. To avoid potential problems viewing tickets, we recommend you Allow pop-ups for Autotask.

  10. N-sight RMM creates a test ticket and note in Autotask:
    Test resultAction
    Test ticket is successfulSelect Next
    Test ticket not created successfully

    Review the error messages and select Previous to make changes to resolve the error
  11. Review the displayed summary of your configuration settings and select Finish to complete the setup process

    The Autotask integration is configured. You have the option to go to the PSA Asset Mapping dialog to map your client and/or servers to Autotask entities.

     

    If configuration changes are required after this initial integration setup, see PSA Asset Mapping, Configure Settings, or Configure Login .

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

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 and Outage Settings

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 settings

You can Enable Asset Tracking to import the asset information gathered by N-sight RMM 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.