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Integrate with Autotask

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

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What does the integration offer?

Jira Service Management has an email integration with Autotask. Use the integration to send Autotask alerts to Jira Service Management API with detailed information. Jira Service Management acts as a dispatcher for Autotask alerts, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

This document describes how to configure the integration and details of data that Jira Service Management receives from Autotask.

How does the integration work?

When an alert is created in Autotask, an alert is also created in Jira Service Management automatically through the integration.

Set up the integration

Autotask is an API integration. Setting it up involves the following steps:

  • Add an Autotask integration in Jira Service Management

  • Configure the integration in Autotask

Add an Autotask integration

If you're using the Free or Standard plan in Jira Service Management, you can only add this integration from your team’s operations page. To access the feature through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be on Premium or Enterprise plan.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Jira Service Management only assigns the alerts received through this integration to your team.

To add an Autotask integration in Jira Service Management, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Autotask”.

  4. On the next screen, enter a name for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the email address.
    You will use this email address while configuring the integration in Autotask later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Autotask

To configure the integration of Autotask with Jira Service Management, complete the following steps:

  1. In Autotask, go to Mailboxes > Manage Rules > Add Rule.

  2. From the Action menu, select Create Ticket using ATES.

  3. In Ticket Details, paste the email address copied previously into To*.

  4. Select Add.

 

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