Autotask PSA

Domotz Autotask Integration

Domotz network monitoring and management software integrates with Autotask PSA so you can monitor, manage, track and resolve issues with your network and devices.

This integration aims to help MSPs have better tracking and troubleshooting of network and device issues that are discovered by Domotz. 

Learn more about the Domotz integration with Datto Autotask.

Setting up Domotz Autotask Integration

You can connect your Autotask PSA Account into Domotz. Autotask PSA will become one of the Contact Channels available when creating a Shared Alert. This means that you can create or update an Autotask ticket when a specific event occurs in Domotz.

You’ll need:

  • Autotask PSA User Name/Password
  • Autotask API user

Autotask PSA API user creation

First step for the integration has to be performed on Autotask PSA side. Please follow these steps.

Open the Autotask main menu and click over Admin and Extensions & Integrations.

Domotz Autotask Integration screenshot 1

Under “Other Extensions & Tools” click on “Integration Center”:

Domotz Autotask Integration screenshot 2

Search for “Domotz – RMM” and Mouse over the burger menu and click “Edit”.

Domotz Autotask Integration screenshot 3

Mark as “Active” and then press on “Save&Close”.

Domotz Autotask Integration screenshot 4

Once done, search again “Domotz – RMM” (should be on the top of the list), and Mouse over the burger menu and click “Add API User”.

Domotz Autotask Integration screenshot 5

Fill the General tab accordingly.

Select a robust password, and copy both the Username and Password. On previous version of the Autotask instance, the tool will also ask to fill HR, Approvers, Associations.

Domotz Autotask Integration screenshot 6

The above are the credentials you’ll use inside Domotz to connect your Autotask Account.

Autotask Contact Channel creation

Now that you have your Autotask API user created, you can proceed in connecting it to Domotz. Please click on Connect Account button under the “Shared Alerts and Ticketing System” section in Domotz and then insert your Autotask PSA username and password:

Domotz Autotask Integration screenshot 7
Domotz Autotask Integration screenshot 8

Now select the Autotask queue in which Domotz will create support tickets.

Domotz Autotask Integration screenshot 9

Click on Manage Agents and select to which Autotask PSA Accounts each Domotz Agent should create a support ticket on.

Domotz Autotask Integration screenshot 10

Please note that the Domotz Agent mapping is mandatory. If no choice is done, events on Agents not mapped to any Account in Autotask will not be delivered.

You are now able to use the Contact Channel for Autotask PSA, within the Shared Alert profile. Once the Shared Alert profile is created, apply the Shared Alert to the Agents and Device for which you are willing to automatically open tickets in your Autotask PSA.

Automatic Ticket Closure

Domotz developed functionality for the Autotask PSA integration which closes Autotask PSA tickets automatically when the following monitored events occur:

  • device goes up
  • agent network goes up

When users would like to use this functionality, Domotz offers the possibility to select whether the tickets will be automatically closed when possible:

Domotz Autotask Integration screenshot 9

As soon as the user connects Autotask PSA, a label “Tickets will be closed automatically” will appear under the Device Status Events list for the supported auto-close events as shown below:

Domotz Autotask Integration screenshot 10

Here is how the user will see the same label in the Network events section:

Domotz Autotask Integration screenshot 11

Here is how the user will see the same label in the Device events screen:

Domotz Autotask Integration screenshot 12
Updated on February 1, 2022

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