Your LogicMonitor account comes pre-configured to integrate with your Autotask account. The integration enables LogicMonitor to open, update and close AutoTask tickets based on LogicMonitor alerts.
Creating the Autotask Integration
You can use the LogicMonitor Autotask integration to create, update and close Autotask tickets in response to alerts triggered in your account. You'll need:
- A user in your Autotask account that LogicMonitor can use to create, update and close tickets (must be System Admin or higher)
- To enable the Autotask integration in your LogicMonitor account
- To configure an alert rule and escalation chain to deliver alert data to Autotask
When a triggered alert matches the alert rule and is routed to the escalation chain with the Autotask integration, a ticket will be created in your Autotask account. The ticket can then be updated and/or closed when the alert is acknowledged, escalated, de-escalated and/or cleared.
Enable the Autotask integration in your LogicMonitor account
You can enable the Autotask Integration in your account from Settings | Integrations. Select Add and then Autotask:
Your AutoTask WSDL zone (typically can be found in your Autotask URL). This must be a number from 1-12.
An Autotask username with at least System Administrator privileges.
The password that corresponds to the Autotask username provided.
*Once the integration is created, you will not be able to update these three configuration fields. Any changes will need to be implemented by creating a new Autotask integration.
When you click Authenticate, LogicMonitor will attempt to authenticate using the zone, username and password provided. If authentication is successful, a new Autotask Settings section will appear - the information provided in this section determines how LogicMonitor will create, update and close tickets:
Select the Autotask account tickets should be created for.
Note that if you'd like to create, update and delete tickets across multiple AutoTask Accounts, you can do that by setting the following property on the device whose alerts should trigger a new or change to existing AutoTask incident:
- autotask.accountid (note that this property's value must be the numeric ID associated with the account, not the company name)
When an alert is triggered and routed to the AutoTask Integration, LogicMonitor will first check to see if this property exists for the device associated with the alert. If it does exist, its value will be used instead of the value set in the Integration form.
The ticket due date. Enter an integer equal to the number of days after the alert start time that the ticket due date should be set to.
Select the Queue that created tickets should be created in
Map LogicMonitor alert priorities to Autotask ticket priorities. LogicMonitor will use this mapping to determine what priority Autotask tickets should be created with (based on alert severity).
Map LogicMonitor alert status to Autotask ticket status. LogicMonitor will use this mapping to determine what status Autotask tickets should be created with/updated to (based on whether the alert has been created, acknowledged, escalated/de-escalated or cleared).
Generate Delivery Options
After completing the Autotask Settings section, select Generate Delivery Options to choose how LogicMonitor formats and sends the HTTP Post requests to create, update and/or close tickets:
Will requests be sent to different URLs?
Select whether HTTP requests for alert acknowledgments, clears and escalations/de-escalations should be sent to the same URL that HTTP requests for new alerts should be sent to, or with different alert data in the request. If 'Use the same URL and data to notify on various alert activity' is selected, all HTTP requests will be sent to the same URL (you can choose what alert updates prompt an HTTP request) and the same alert data format will be used each time. If 'Use different URL or data format to notify on various alert activity' is selected, you can map out which alert status updates should trigger an HTTP request to which URLs and how the alert data should be formatted for each request. The configuration fields for each HTTP request are the same for both options.
By default, LogicMonitor will pre-populate four different requests, one for each of:
- new alerts (Active)
- acknowledged alerts (Acknowledged)
- cleared alerts (Cleared)
- escalated alerts (Escalated)
For each request you can select which alert statuses should trigger an HTTP request. Requests will be sent for new alerts (status: Active), and can additionally be sent for alert acknowledgements (status: Acknowledged), clears (status: Cleared) and escalations/de-escalations (status: Escalated). Note that each alert status can only be associated with one request. Since LogicMonitor auto-populates a different request for each alert status by default, you'll have to delete a request in order to see the option to include that alert status in a different request.
The HTTP method for Autotask integrations is restricted to POST
The URL that the HTTP request should be made to. This field is auto-populated based on information you've provided.
The custom formatted alert data to be send in the HTTP POST request (used to create, update and close Autotask tickets). This field will be auto-populated for you, and is restricted to XML raw data. If desired, you can customize the alert data field using tokens.
Include an ID provided in HTTP response when updating alert status
Check this option if you'd like LogicMonitor to find the Autotask ticket ID returned in the response to the HTTP request associated with a new alert, and use the ID in any subsequent requests for alert acknowledgements, clears and escalations/de-escalations. By default, this option will be selected.
HTTP Response Format
If LogicMonitor is to use the ID provided in the response, select the format the response will be in. By default, this option is set to XML and the Xpath for the Autotask ticket ID is auto-populated
Test Alert Delivery
This option sends a test alert and provides the response, enabling you to test whether you've configured the integration correctly.
The following tokens are available:
- LogicModule-specific alert message tokens, as listed in Tokens Available in LogicModule Alert Messages.
- ##ADMIN##. The user the alert was escalated to.
- ##MESSAGE##. The rendered text of the alert message. This token will also pass all relevant acked information (e.g. the user that acknowledged the alert, ack comments, etc.).
- ##ALERTTYPE##. The type of alert (i.e. alert, eventAlert, batchJobAlert, hostClusterAlert, websiteAlert, agentDownAlert, agentFailoverAlert, agentFailBackAlert, alertThrottledAlert).
- ##EXTERNALTICKETID##. The Autotask ticket ID.
Configuring an Alert Rule and Escalation Chain
Alert rules and escalation chains are used to deliver alert data to your Autotask integration. When configuring these, there a few guidelines to follow to ensure tickets are opened, updated, and closed as expected within Autotask. These guidelines are discussed in Alert Integrations Overview.