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Integration of Central and Autotask

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Connect your Autotask account to LogMeIn Central to generate Autotask tickets from Central alerts.

How it works

Who can use this feature? The Autotask Integration feature is available to any Account Holder of a LogMeIn Central Premier subscription and to users in a Premier account.

  1. Link your Autotask account with Central.
  2. Tell Central when to generate Autotask tickets. This is done using the Alerts feature.

What you can achieve

  • Generate tickets automatically when alerts are triggered
  • Diagnose and fix remote computers directly from Autotask
  • Configure ticket parameters that map to Autotask fields, such as Account, Priority, Queue, Ticket Type and Work Type
  • Initiate a secure remote control session from Autotask tickets
  • Automatically update tickets in Autotask when the following alert-related events occur: Return to Normal, Self-healing Task Started and Acknowledgement

Task One: Link Autotask to Central

Establish the connection between your Central and Autotask accounts.

Remember: A Premier subscription is required to use this feature.
  1. In LogMeIn Central, go to Configuration > Ticketing.
  2. Enter your Autotask credentials and click Save.

    Once connected, your ticket field values are imported from Autotask.

    Important: You need to update the ticket parameters after changing them in Autotask. To do so, go to Configuration > Ticketing > Advanced options and click Sync now. For example, if you add a field in Autotask, the new field is not recognized by Central until you refresh.
  3. Click Create a test ticket to test your settings.

You are ready to define alert events that generate tickets automatically when triggered.

Tip: To temporarily turn off the Autotask integration, go to Configuration > Ticketing and click Suspend.

Task Two: Set Up Alert Rules to Generate Autotask Tickets

Define alert events to automatically generate tickets of the specified field values.

Remember: A Premier subscription is required to use this feature.
  1. In LogMeIn Central, go to Alerts > Manage Alert Packages.
  2. Click an Alert Package to edit. If you haven't set up any packages yet, see Working with Alerts.
  3. Select or create a new alert rule to create a ticket when triggered. For details, see How to Create Alert Rules in an Alert Package.
  4. Select Create ticket in Autotask and set the values.

    Tip: By default, generated tickets are due in 24 hours. To change this setting, go to Configuration > Ticketing > Advanced options.
    Remember: You need to update the ticket parameters after changing them in Autotask. To do so, go to Configuration > Ticketing > Advanced options and click Sync now. For example, if you add a field in Autotask, the new field is not recognized by Central until you refresh.

Assigned alert events will automatically generate an Autotask ticket that includes the following information:

  • Computer configuration information
  • Alert trigger reason
  • A link to initiate a remote control session from within Autotask
Important: Users assigned to a host that triggers the alert package must have View inventory data permission to access computer configuration information (Users > [User Name] > View inventory data).
Tip: Inventory access is authenticated using a security token that is revoked when the account holder's password or security settings are changed.For details, see Computer inventory information is not added to Autotask tickets.
ProductLogMeIn Central

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