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Technical Support

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How to configure the Autotask Connector in Systems Management

Information applies to:

Products
Systems Management

Systems Management interacts with Autotask via the PCSM Connector.

The Connector allows PCSM to synchronize the following entities:

  • PCSM account with Autotask Account
  • PCSM Profiles with Autotask customer account
  • PCSM ticket with Autotask ticket

Activating the Connector

To activate the Connector within PCSM, first you need to do the following:

  1. Create an account in Autotask (if you do not already have one).
  2. Download the Autotask Connector component from the PCSM Comstore.

Once purchased, the Autotask component will create a new tab in the Account tab called Connectors.

PCSM Configuration

  1. Login to your PCSM account.
  2. Go to Account > Connectors tab.
  3. Click Edit and enter your Autotask login information.

    Note: The Autotask login account must be the Administrator account of the Autotask clients you want to link, or they will not be listed.

Autotask Configuration

To add the new user defined field in the AutoTask system you must do the following:

  1. Login to your Autotask account.
  2. Click Admin.
  3. Expand AutotaskExtend from the left hand menu.
  4. Expand Extensions and select Extension Callout.
  5. Click New Extension Callout in the right had window.

  6. Complete the mandatory fields with the information entered in the PCSM Connector window:

    • Name: Username field in the PCSM Connector window.
    • URL: Extension Callout URL field in the PCSM Connector window.
      https://pcsm-connector.pandasecurity.com/connector/at/extensioncallout
  7. Next, ensure the Service Ticket User Defined Field is blank and HTTP Transport Method is set to GET.

Synchronising PCSM and Autotask

  1. Login into PCSM, click the Accounts menu tab and select Connectors.
  2. Click the Setup... button to begin the synchronization process.

    If you are using the Connector for the first time, a Welcome window will be displayed. Click Next to begin the synchronization process.

    Note: To exit from the Connector, press Close button at any stage of the synchronization. If you close the setup wizard at any point before the end of synchronization process, no changes will be saved.

Profile synchronisation

  1. Click Add New Association... to create an association between PCSM Profile and an Autotask Customer.
  2. Select a PCSM Profile from the drop down menu and then select an Autotask Customer to associate it with.
  3. Click the "-" button to remove any unwanted associations.
  4. Click Next to continue.

    Note: Upon completion of the Synchronization setup, profiles created in PCSM will automatically be synchronized to Autotask.

Autotask queue

  1. Select the Autotask queue where the PCSM generated tickets will be directed.
  2. Click Next to continue.

Existing Ticket Status Associations

  1. Use this window to associate PCSM and Autotask ticket status values. The left column displays the PCSM ticket status values.

    PCSM will automatically populate the Autotask ticket values that best match the PCSM values. These can be manually assigned by selecting the desired status from the drop down menu if required.
  2. Click Next to continue.

Existing Ticket Severity Associations

  1. Use this window to associate PCSM and Autotask ticket severity values. The left column displays the PCSM ticket severity values.

    PCSM will automatically populate the Autotask ticket severity that best match the PCSM values. These can be manually assigned by selecting the desired status from the drop down menu if required.



    Note: We recommend using the Autotask Critical priority for both severities 4 and 5 within PCSM.
  2. Click Next to continue.

Allocation Code and Work Type

  1. Select the allocation code required.

    Allocation codes represent billing item categories; they can be created and modified through the Autotask Admin module.
  2. Click Next to save the changes.

Help nÂș- 20150225 300145 EN

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