Integrate Autotask with Manager (RMC) - x360Recover

Written By Tami Sutcliffe (Super Administrator)

Updated at July 28th, 2021

You can now use the x360Recover Manager to configure integration with Autotask PSA tools -  and start monitoring in minutes. 

Get started with Autotask


Configure Autotask PSA settings in Manager (RMC):

1. Log in to x360Recover on the x360Portal.

2. On the x360Recover Dashboard, under Organization At A Glance, click on Settings.

3. When the Organization Settings page opens, scroll down to locate the PSA Tool section and click on the  Edit button in the right-hand navigation panel:

4. When the editing page opens, go to the PSA Tool section.

Locate the Configure using... dropdown menu  and select  Autotask from the available choices:

5. The editing page expands to display the PSA Tool configuration settings for Autotask:

  • Enter the username used to log in to the administrating Autotask account.
  • Enter the password used to log in to the administrating Autotask account.
  • Confirm the password.
  • Enter the Account ID of the target client site. This is automatically generated when creating an account in Autotask.
  • Enter the Queue ID for the appropriate Service Desk Queue. This will bundle similar tickets so that you can quickly respond and resolve issues.

4. Click Save when you are finished. 


Collect information you will need from Autotask PSA

As part of the Autotask integration process, you will need to complete a set of basic configuration tasks within the Autotask platform.

This section basic configuration tasks that take place within the Autotask platform. As a best practice, however, we recommend referencing Autotask documentation for complete configuration steps.

Enable the API Role in Autotask

The administering Autotask resource account, used to integrate with your Axcient product, must be configured as an API user. You can either create a new resource account or update an existing resource account. In this example, we will create a new resource account.

To configure a new resource account:

  1. Hover your mouse on the Autotask icon to activate the main navigation menu.
  2. Point to the Admin tab and select Resources (Users).
  3. Click the New button to create a new resource user.
  4. Click the Generaltab and enter basic account information.
    • In the First Name field, enter a first name of the resource.
    • In the Last Name field, enter a last name of the resource.
  5. Click the Securitytab and create login credentials.
    • In the Security Level field, select API User (System).
    • In the API Tracking Identifier field, select the Integration Vendor option and then select Axcient from the drop-down menu.
  6. Using the main navigation menu, point to Admin and select Features & Settings.
  7. Click to expand the Resources/Users accordion menu and select the Protected Data Permissions link.
  8. Find the resource account and ensure the View Protected Data checkbox is selected.
  9. Click the Save button when you are finished.

Obtain the Account ID

The Account ID is found in the Account Details page of the appropriate account.

To obtain the Account ID:

  1. On the top navigational menu, point to the My… tab and click Accounts under the CRM section.
  2. Use the Search field to find the account.
  3. Click the account or right-click the account and select View Account.
  4. The Account ID is located in the left-hand section.

Obtain the Queue ID

The Queue ID is found in the Queue Details page of the appropriate Service Desk Queue, located in the Features and Settings section.

To obtain the Queue ID:

  1. On the top navigational menu, point to the My… tab and click Accounts under the CRM section.
  2. Use the Search field to find the account.
  3. Click the account or right-click the account and select View Account.
  4. The Queue ID is located in the left-hand section.

 



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