The Add Ticket Email Service (ATES)

The Add Ticket Email Service (ATES) integrates Autotask with applications that generate email alerts, but require a generic email address.

The Autotask instance that creates the tickets is determined by an Autotask site-specific Service Provider ID and Service Provider Password which are appended to each message as an XML token.

NOTE   ATES supports the UTF-8 character set.

IMPORTANT  Do NOT send your spam notifications to addticket@autotask.net (for customers in the UK data center, to addticket@uk.autotask.net and for customers in the German datacenter, addticket@eu.autotask.net). High volumes of spam notifications can affect system performance.

Getting started with Add Ticket Email Service

Before you can begin creating Autotask tickets from incoming emails, you must set up both Autotask and the third party application that will generate the emails. If you are using a remote monitoring application with a custom Autotask integration or an Autotask Managed Services Extension, additional steps are required.

To begin using ATES, complete the following setup:

• Configure the ATES Mailbox

An Autotask Administrator must specify default ticket settings, notifications, and duplicate ticket handling settings for automatically created tickets. Refer to Configuring the ATES mailbox.

• Set Up the Email Templates in the third party application 

The incoming email must include a valid Autotask XML token at the end of the email body, per the ATES specifications. Refer to Setting up the third party application add ticket email message.

• Set Up Third Party Remote Monitoring Specifications (when applicable) 

Third party remote monitoring services that have partnered with Autotask to provide a custom integration with ATES may require additional tasks to complete the ATES setup. For example, tasks that must be completed within the monitoring service application. Where available, Autotask Help provides information to assist with this setup.

To see if additional information is available from Autotask, locate your monitoring service application in the table in Autotask extensions and partner integrations. If the integration application is not listed, or there is no documentation link, you must contact your monitoring service provider vendor.

• Add Custom Elements to the XML Token for Use with a Managed Service Extension (when applicable)

If you are using an Autotask Managed Service Extension, you can add custom elements to the XML token to populate the Managed Service Extension UDFs with data from the incoming emails. Refer to Using Add Ticket Email Service with managed services extensions.