Web Services is, however, aware of and will check existing multiple resources on a ticket and will not allow any resource to be assigned as primary resource if that resource is already a secondary resource. Autotask creates a ticket. Hello, i've been trying to create a ticket in Autotask using the API but the documentation (as everyone has already mentioned) is virtually useless. The function of this entity is to describe the mapping of the contact to the contract billing rule. The value you select will be set as the status of the parent entity when the dialog box or page is saved. An API user is a special type of account required for communication with the Autotask API. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; If the asset is associated to an SLA, then use that ID. You may also update UDFs for entity types that allow update and create. DocumentConfigurationItemCategoryAssociations. In Autotask, the account team associates resources with an account. This entity describes an Autotask Resource. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. They are also not exposed in the API or LiveReports. NOTE If the APIuser does not have the Contracts impersonation option enabled, it will be unable to specify custom values for the AttachedByContactIDand the CreatedByContactIDfields. You can create additional mailboxes, but you won't be able to activate them. The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets. In Autotask, you can create ticket categories that are identified as API-Only. If ChangeApprovalStatus = Assigned, user can change it to Requested (only). This entity contains attachments for the Tickets entity. If the ticket has no associated posted items and Ticket.AccountID is changed, any associated (non-posted) Contract, TimeEntries, or TicketCosts are set to Null, along with any Service or ServiceBundle items associated with the TimeEntries or TicketCosts. Basic Incoming Email Processing is available to all Autotask customers at no additional cost, and includes: The Add Ticket Email Service (ATES) mailbox, which is already set up One additional active custom mailbox. 1. In Autotask, you can create ticket categories that are identified as API-Only. window.open(uri); REST API supportability and query thresholds If you find a defect in the API. Where developers & technologists share private knowledge with coworkers, Reach developers & technologists worldwide, Read the instructions and follow the path. A place where magic is studied and practiced? What video game is Charlie playing in Poker Face S01E07? This is by far the best wrapper for the SOAP API. Read-Only:Read-Only fields cannot be changed by, Required: Required fields must be present when you attempt a. This entity enables you to increase inventory counts associated with the InventoryProducts entity. If a value is not provided for ChangeApprovalType: For the ContactID field, Contact.AccountID must = Ticket.AccountID or the ParentAccountID of Ticket.AccountID. Wherever it is available, it tracks essential information about the record. Adding or editing a note To open the page, use the path (s) in the Security and navigation section above. The nature of simulating nature: A Q&A with IBM Quantum researcher Dr. Jamie We've added a "Necessary cookies only" option to the cookie consent popup. Can Query is not included because non-queryable fields are listed under a separate heading. The API does not respect the TicketCategory's 'required' and 'available list item' settings, with the exception of the 'Queue is Required' setting. /*]]>*/Want to tell us more? If TicketType = Service Request and the ticket also specifies a ProblemTicketID, the ticket type is updated to Service Request. This section will be expanded if the note or time entry has at least one attachment. This entity describes the Resource and Role through the Queue association. AllocationCodeID is required on create() and update() if your company has enabled the Autotask system setting that requires a Work Type on a Ticket. This entity describes an Autotask ticket assigned to a service call. update() is allowed on a Ticket with an inactive ContactID value if that value is not being changed, or if a new active value is assigned. Additionally, only those statuses that are available to all selected tickets categories are available for selection. /**/Want to tell us more? Currently, the API provides the following actions: GET, PUT, PATCH, POST, and DELETE. Every attempt gives me a 500 server error. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. function SendLinkByMail(href) { ServiceLevelAgreementPausedNextEventHours. From the pull-down menu, Assets are products that are associated with a Company entity. This entity's purpose is to describe a location defined in Company Setup in the Autotask Admin module. This allows the field to be cleared for tickets that are not Change Request type tickets. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 . Open the Kaseya Helpdesk. Ticket cannot be created with an inactive TicketCategory. Create an account to follow your favorite communities and start taking part in conversations. window.open(uri); [CDATA[*/ The AllocationCodeID field must reference a Work Type allocation code. This entity describes an Autotask Contract Rate. IMPORTANT The SOAP API entered a limited enhancement phase in Q4 2020. This entity describes an Autotask project Phase. Refer to. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Tracks updates to any field except changes to the LastActivityDate, LastCustomerNotificationDateTime, LastCustomerVisibleActivityDateTime. Log into Autotask and navigate to the menu on the left and click on Admin To open the page, use the path(s) in the Security and navigation section above. It also controls if this section is automatically expanded when the time entry or note is opened for creating or editing. To make calls to the entities of the AutotaskRESTAPI, you will need to use their resource access URLs or child collection access URLs. This entity describes an Autotask service call and its relationship to four other service call related entities. This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. Although the data will remain intact and will be reportable, it will not be viewable in the ticket in Autotask. To obtain extended information about entities and their field data, use the GET API call. 4. The Country entity is referenced by other entities and specifies the display name, address format, two-letter county code, and ISO standard name associated with the country. } The API will set the impersonated users name and impersonatorCreatorResourceID value as the content creator during create operations. window.open(uri); This field is not filterable for tickets in the API. Create Ticket using API Hello, i've been trying to create a ticket in Autotask using the API but the documentation (as everyone has already mentioned) is virtually useless. The following results have been performed on the sandbox of Autotask, to which I have a RTT of about 150-180MS. If TicketType = ChangeRequest, ProblemTicketID cannot have a value. Each entity description includes the following information: Note that actions are governed by the permissions of the logged-in end user; for example, although a Company entity allows a create call, the logged-in end user may not have permission to create a Company entity. Tickets with no TicketType specified are set automatically to Service Request. Thanks for contributing an answer to Stack Overflow! Every attempt gives me a 500 server error. This entity contains the attachments for the. The selected recipients are added to the To: field; CC: and BCC: fields are not populated. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. This entity's purpose is to describe a modifier for a given Work Type BillingCode. A billing item may or may not be included in an invoice and billed to the customer. A project defines and organizes a group of related tasks, events, and documents. Don't assume anything incl. This entity's purpose is to describe a line item associated with an Expense Report entity. This entity's purpose is to describe a transaction where a specified quantity of one Inventory Item entity transfers from the items currently assigned Inventory location to another Inventory location. In the Quick Notification (Notify via "To") section, you can use check boxes to quickly add common role-based notification recipients to the note or time entry notification email. 2. Access to version 1.6 will deactivate in Q4 2024. If a status or quick edit field supplied by the dialog fields conflicts with an unsaved change on the Edit Ticket page, the dialogs value will be used.Information on the Insights panel will not be updated until that task or ticket is saved. /*]]>*/Want to tell us more? Visit the Ideas forum! This entity's purpose is to describe a predecessor/successor arrangement between two project schedule items. Does anyone have sample code for how to create a ticket using the REST API. Open the Kaseya Helpdesk. The id value is set by the system and cannot be changed by the user; for example, if you attempt to specify a value for the id field when using the POSTAPI call, the create will fail. It describes whether an Allocation Code of type Material Code on the Price List uses the internal currency or an external currency, and if it is external, lets you set the price in that currency. Create Workflow Rules to Set Ticket Severity Level In Autotask, you can set the ticket severity level by creating workflow rules using information provided in the Ticket Title or Description fields. The configurationItemType associates one or more user-defined fields with assets of the same type. Head on over to our Community Forum! This entity represents ticket and article tags in Autotask. window.open(uri); Refer to WebhookFields (REST API). var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; It determines a customer's total taxes on billing items. This entity contains the attachments for the CompanyNotes entity. The Deleted Ticket Activity log provides a list of ticket time entries, notes, and attachments that were deleted from your system. A setting on the General tab of the category will determine if a note title is required for task and ticket notes. This entity is only used by multi-currency databases. This entity contains attachments for the Tasks entity. This entity describes a cost associated with an Autotask Ticket. import requests. This entity describes an Autotask SubscriptionPeriod. [CDATA[*/ Refer to API-only Ticket Categories. Every resource is associated with a location. The Web Services API stores and returns all time data in Coordinated Universal Time (UTC). Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. An allocation code represents one of six billing item categories: Work Types and Internal Allocation Codes (. It describes whether a Role Hourly Rate on the Price List uses the internal currency or an external currency, and if it is external, lets you set the price in that currency. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources. To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. This includes the following fields: ChangeApprovalBoard, ChangeApprovalType, ChangeApprovalStatus, ChangeInfoField1, ChangeInfoField2, ChangeInfoField3, ChangeInfoField4, ChangeInfoField5. This entity's purpose is to describe a template that defines the content and appearance of an Autotask Invoice. Create a new record or update an existing record in your app. Within Autotask navigate to Homepage > Admin > Features & Settings; Tip - click the images to make them larger. Contracts specify a billing arrangement with a Company. For child collection access URLs and specific entity names, refer to the individual articles linked in the List of Entities section of this article. The RMA ticket category cannot be edited through the API. The function of this entity is to describe the tax rate charged to a customer for specific goods or services purchased in a specified tax region. This entity contains attachments for Knowledgebase articles in Autotask. Ticket User-Defined Field: When you select a User-Defined Field, the extension call will be triggered only for tickets that . Currently, the API provides the following actions: GET, PUT, PATCH, POST, and DELETE. Invoice templates define the appearance and content of an invoice generated by Autotask. Do not confuse it with Currency local term selection, which is not available when using Multi-currency. To subscribe to this RSS feed, copy and paste this URL into your RSS reader. From the Autotask Home page toolbar, select Help. A resource must have at least one role assignment. Thanks for your feedback. IMPORTANT Although you can query all resources, some objects contain fields that you cannot query. The function of this entity is to describe the link between co-managed accounts and the resources with a co-managed security level who have access to them. Billing milestones define tangible work or measured progress that must be completed before billing can take place. You cannot change a resource's ticket number prefix once created. This entity describes an Autotask Contact. Provide feedback for the Documentation team. If the ticket type is not = Change Request and a current ChangeApprovalType value exists on the entity, then the field is cleared.