Autotask Ticketing Integration

SECURITY  Workplace Manager

NAVIGATION  Workplace Manager > > Autotask Ticketing Integration

Since Workplace app event alerts are only available in-app or via email, it can be cumbersome to review them all, especially when any number of alerts might occur after normal business hours. Furthermore, remembering to both create and close tickets in another system is a time-consuming and error-prone process.

If you use Autotask to track issues, our new API-based ticketing integration will radically reduce time spent on manual ticket creation and allow you to efficiently manage issues detected by Workplace. The integration provides:

  • Workplace team to Autotask account mapping

  • Workplace alert type to Autotask ticket priority mapping

  • Automated ticket creation from Workplace events (and control over which alert types create tickets)

  • Automated ticket closure upon event resolution in Workplace (and control over which alert types can self-heal)

The integration is simple to configure and works behind the scenes to track Workplace customer issues within the workflow process you've already established in Autotask.

NOTE  For more information about tickets and ticket workflows in Autotask, please refer to this topic in the Autotask online help.

The table below summarizes the Workplace events that can trigger ticket creation in Autotask.

Event Event Type Ticket Creation Trigger Trigger Description
Integration Failure Critical interationApiAlert If the connection between Datto Workplace and Autotask PSA is broken unexpectedly, an alert is triggered.
Integration Warning Warning interationApiAlert If there are issues with the connection between Datto Workplace and Autotask PSA, but they are still connected, an alert is triggered.
Server Offline Critical fsaWarningMessage

If the Workplace Server device is offline for the amount of time specified for that server (see Manage connection alert settings), an alert is triggered.

For more information, refer to Server details.
Server Errors Warning fsaErrorsMessage

If the Workplace Server device is online but has sync errors lasting more than 10 minutes, an alert is triggered.
Active Directory Offline Critical ADNoConnectionNonAd

If the connection to Active Directory is lost, an alert is triggered and the specified Team Admin (TA) will receive an email with a URL. Clicking this URL will allow them to reset their password. They can then access Workplace Online to make the necessary changes to the Active Directory configuration.

For more information, please refer to our Active Directory integration guide.
Security Incident: Ransomware Critical securityIncidentRansomwareStarted If a device syncs data that contains suspected ransomware to Workplace, an alert is triggered.
Security Incident: Malware Critical securityIncidentMalwareStarted If a device syncs data that contains suspected malware to Workplace, an alert is triggered.
Security Incident: Malware (multiple) Critical securityIncidentMalwareMultiStarted If a device syncs data that contains multiple instances of suspected malware to Workplace, an alert is triggered.
Device Deployment Admin Approval Warning sasTeamAdminApproval If a new device is added to Workplace that requires approval, an alert is triggered.
Policy Device Approval Warning deviceApproval If a new device is added to Workplace and has been automatically approved using the Automatically approve devices setting on the Configure deployment page, an alert is triggered.
Quota Exceeded Warning quotaExceededAdmin Metered teams only. If a Workplace user or Workplace Server has exceeded storage quota, an alert is triggered.
Quota Almost Used Warning quotaWarningAdmin Metered teams only. If a Workplace user or Workplace Server is close to exceeding storage quota, an alert is triggered.
Trial Expiring Warning Team Trial expires in 7 days If a trial team will expire in 7 days, an alert is triggered.
Notifications Informational Various reasons. A few notable examples include: 
  • New service update release.
  • Updates on available or new features.
  • New Workplace Desktop/Server version available.
Purely informational alerts concerning changes or updates to the service, and not related to any specific team, device, or user.

How to...

  1. In Workplace Manager, go to your Settings menu and select Integration Center.


  2. Go to the Explore Integrations tab and click Connect on the Autotask Ticketing Integration card.

  3. This will open the Integration Settings page:

  4. Click Manage Autotask PSA Connection button. An Autotask authentication page will open:

  1. Enter your Autotask credentials and complete authentication and accept the Autotask privacy policy. The Autotask Integration Settings page will refresh with new options.


  2. In the Ticket Settings area, select a value in the Default Autotask Ticket Status field. This status will be assigned to any tickets automatically generated by the Workplace ticketing integration.

  1. In the table immediately below, configure the behavior you'd like the integration to execute for each Workplace alert type. For each alert type, you may choose to automatically create a ticket in Autotask, automatically close the ticket in Autotask when the triggering event is resolved in Workplace, and apply the ticket priority you select here. For details, refer to Autotask Ticketing Integration

  2. Click the Save button at the top right of the Ticket Settings area.

  3. In the Organization Mapping area, you will select a Autotask account/organization for each Workplace team you wish to map to Autotask. Type the name of a Autotask account in the Autotask Organization field to narrow down the options in the dropdown.

IMPORTANT  You must type at least three characters in order to engage the dropdown functionality.

  1. Click the Save button at the top right of the Organization Mapping area.