Integration with Autotask
Step 1
Send an email to sales@islonline.com with the subject "Please enable Autotask integration". The content should include your ISL Online account username and number of Autotask users.
It may take few days until ISL Online enables the integration on your account. You can follow the next steps of this manual already before, but, will not be able to test the integration until your account is enabled.
Enabling the Autotask integration may be subject to a fee.
Step 2
Please confirm you have specified a domain for your ISL Online account: Log in to your ISL Online account at www.islonline.com. Click "Users". You should see the users of your account listed under your chosen domain name. If no domain has been specified for your account yet, please follow these instructions to create one: https://help.islonline.com/19802/166258
Step 3
Please contact your Autotask account manager to create an API user in your Autotask environment with name "ISL Online", username e.g.islonline@yourcompany.com. This user will be used for appending remote desktop session information into tickets. Please mind that the user name is presented exactly as "ISL Online".
Autotask Licensing: The "ISL Online" user needs to be added in Autotask as an API licensed user. All Autotask accounts include some API users free of charge. Talk to your Autotask account manager for further information.
Make sure the API account is unlocked and credentials are correct by logging into Autotask using the newly created API account. If your API account is locked, contact your Autotask account manager to unlock the API account.
Step 4
Open Autotask and log in with your username and password.
Step 5
Go to Admin > Admin categories > Extensions & Integrations.
Step 6
Expand Autotask add-ons and click “LiveLinks Designer” link.
Step 7
Click the “New” button.
Step 8
Fill the form with following settings:
LiveLink Name: ISL Light session start
Label: Start an ISL Light session
Category: Service Desk
Description: Starts a new ISL Light support session.
LiveLink Application Name: [No LiveLink Application]
Entity: Ticket
Base URL: https://autotask.islonline.com/integrations/autotask/sessions/start
Form Post Parameters:
|
Parameter name |
Parameter value |
Comment |
| autotask_login_password | Autotask login of API user "ISL Online" created in Step 1 |
|
| autotask_login_username | username of API user named "ISL Online", e.g. islonline@yourcompany.com, created in Step 1 |
|
| autotask_login_wsdl | https://webservices2.autotask.net/atservices/1.5/atws.wsdl |
it should contain the number of your Autotask server. E.g. if you login on https://ww5.autotask.net, the WSDL URL should be https://webservices5.autotask.net/atservices/1.5/atws.wsdl |
| autotask_ticket_id | <TICKETID> | Parameter name |
| autotask_user | <Autotask_Username> | Parameter name |
| islonline_login_password | your ISL Online account login password |
|
| islonline_login_server | islonline.net | islonline.net for SaaS or your serverhostname for Server License |
| islonline_login_username |
your ISL Online account login username e.g.\\company\username |
Important: Please make sure there are no leading or trailing spaces when copying and pasting the values into the form.
Step 9
Click “Save & Publish” button.
Step 10
Check “Service Desk User” under Security Levels tab.
Step 11
Select user(s) under Resources tab and click “Save & Close” button.
Step 12
Right click on the ISL Online session start LiveLink and click “Copy LiveLink”.
Step 13
Change the following settings:
LiveLink Name: ISL Online dashboard
Label: Open ISL Online dashboard
Description: Opens the ISL Online dashboard where you can start a new support session and see the session history for the current ticket.
Base URL: https://autotask.islonline.com/integrations/autotask/sessions/create
Click the "Active" checkbox.
Click “Save & Publish” button.
Step 14
Click “Save & Close” button..