Using Add Ticket Email Service with managed services extensions

The Kaseya Managed Services Extension allows Autotask users to use Autotask Device Discovery and the Device Discovery Wizard to import device information directly from the third-party remote monitoring and managed-services application. The application can use Add Ticket Email Service (ATES) to automate ticket creation and to handle multiple alerts.

For additional information on the Autotask Managed Services Extensions and Device Discovery and Device Discovery Wizard, refer to Remote monitoring & management (RMM) extensions.

Using custom XML token elements with managed services extensions

When the Kaseya Managed Services extensions is activated, Autotask automatically creates several User-Defined Fields (UDFs). The UDFs accept data that maps the monitoring service customer, alert, ticket, and device information to Autotask Organizations, Tickets, and Devices.

When integrating with the Add Ticket Email Service, the Managed Services Extension appends an XML token, used by ATES, to their alert emails. The elements in the ATES XML token can provide data that corresponds to the Autotask UDFs. The Add Ticket Email Service then uses the data to compare incoming alerts to existing tickets.

For additional information on how Add Ticket Email Service processes incoming emails, refer to Adding Ticket Email Service processing rules.

The labels for the Kaseya Managed Services Extension UDFs include the name of the application associated with the extension, for example, Kaseya Ticket ID.

The UDFs correspond to Add Ticket Email Service token elements described below in XML token elements for use with managed services extensions . For information on accessing and managing the Managed Services Extension UDFs, refer to System UDFs for remote monitoring extensions.

Autotask creates four UDFs for the Kaseya Extension.

  • [Partner Application Name] Customer ID (Organization UDF): Accepts a partner Customer ID that maps to an Autotask Organization entity
  • [Partner Application Name] Device ID (Device UDF): Accepts a partner Device or Machine ID that maps to an Autotask Device entity
  • [Partner Application Name] Alert ID (Ticket UDF): Accepts a partner alert ID that maps to an Autotask Ticket entity
  • [Partner Application Name] Ticket ID (Ticket UDF): Accepts a partner Ticket number that maps to an Autotask Ticket entity

The following table describes the UDF types created in Autotask by the Kaseya Managed Services Extension and their relationship to the XML elements used in the Add Ticket Email Service.

This Autotask UDF Maps these monitoring service entity types To this Autotask entity type Used with these ATES elements
Organization UDF:
[Partner Application Name] Customer ID 		Customer ID
 Organization Entity <CustomerID source=”[Partner Application Name]”
name=”[value]”/>
Device UDF:
[Partner Application Name] Device ID 		Device ID
 Device Entity <DeviceID source=”[Partner Application Name]”
name=”[value]”/>
Ticket UDF:
[Partner Application Name] Alert ID 		Alert ID
 Ticket Entity <AlertID source=”[Partner Application Name]”
name=”[value]”/>
Ticket UDF:
[Partner Application Name] Ticket ID 		Ticket Number Ticket Entity <TicketID source=”[Partner Application Name]”
name=”[value]”/>

The third party monitoring application can include the following elements in the ATES XML token to provide data for the Managed Services Extension UDFs.

Element Name Required Element Type Element Value
CustomerID No Data (String) Customer ID: This element is used to send a site identifier. ATES will look for the Autotask Organization that is mapped (via the UDF labeled [Partner Application Name] Customer ID) to the specified customer id and attach this organization to the ticket.
DeviceID No Data (String) Device ID: This element is used to send a device identifier. If provided, ATES will look for the Autotask Device that is mapped (via the UDF labeled [Partner Application Name] Device ID) to the device id and attach this Device to the ticket.
AlertID No Data (String) Alert ID: This element is used to send an alert identifier. If provided, ATES will update a Ticket UDF with this alert value. The corresponding ticket UDF is labeled [Partner Application Name] Alert ID.
TicketID No Data (String) Ticket ID: This element is used to send a ticket ID generated by the monitoring service. When an alert identifier is not available, this element can be used to define a duplicate ticket for multiple alert handling. Some monitoring services also use it to enable round trip ticket closure. The corresponding ticket UDF is labeled [Partner Application Name] Ticket ID.

NOTE   For each of the above XML elements, the partner application, that is, Kaseya, must specify a source attribute value that indicates the partner application name. This value is used to construct the corresponding UDF.

The following is sample message data that includes a site id and device id from a monitoring notification: 

                    <Autotask>
<ID name="acmemsp.com"/>
<PW name="zzZ3zZ/2Z1ZzzZZZ0zoZ9z=="/>
<CustomerID source="XYZ Monitoring Application" name="100"/>
<DeviceID source="XYZ Monitoring Application" name="123"/>
<AlertID source="XYZ Monitoring Application" name="8932"/>
</Autotask>