Connect Autotask
Autotask PSA (Datto, Kaseya) is a PSA system for IT service providers. DomainWarn creates tickets for incidents there and takes over the companies from Autotask as customers. The integration is in beta: it follows the official REST API but is new. Check the first tickets and mappings, and let us know if anything looks off. It is included from the Agency plan.
In Autotask, under Admin › Resources (Users), create an API user (security level “API User”), generate a secret and choose your own integration code as tracking identifier. The user needs permission to create tickets and notes and to read companies.
In DomainWarn, under Settings › Integrations › Autotask, enter username, secret and integration code. When you save, DomainWarn looks up the user’s zone (webservicesN.autotask.net) and reads the picklists; credentials only go to addresses under autotask.net. Secret and integration code are stored encrypted and never shown.
Tickets in Autotask
Choose the queue, the status of new tickets and – if you like – the status when resolved, the priority per DomainWarn severity, and type and visibility for notes (“Internal Only” for internal notes). New tickets are due 24 hours after creation; if the ticket category sets a due date, that applies.
Then switch on tickets under “Features” and add a “Autotask” channel under notifications; like every channel it has a minimum severity and follows the notification rules. A new incident opens a ticket at the company of the customer the domain belongs to; for domains without a mapped customer the chosen default company applies, without one no ticket is created. There is exactly one ticket per incident, even if an alert is repeated or several incidents arrive together. The test send checks the connection and the choices without creating a ticket.
See also: Notification channels · Customers
Map companies from Autotask
Under “Companies and customers” you see every active company from Autotask. Map it to an existing DomainWarn customer; that always works, because tickets need the mapping. With the “Import customers” feature you can also create companies as new customers – one by one or with “Create all unmapped as customers”. If a customer with exactly that name already exists, it is mapped instead of created twice. Nothing is ever deleted, neither in DomainWarn nor in Autotask.
After moving to a smaller plan or with tickets switched off, no new tickets are created; existing ones keep receiving notes and are closed when resolved. “Disconnect” deletes credentials, mappings and ticket references; customers in DomainWarn and tickets in Autotask stay.