/*]]>*/Want to tell us more? rev2023.3.3.43278. This entity's purpose is to describe a Resource - Role relationship. Append to Resolution on # incident(s) (tickets only). var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; The ChangeManagement module must be enabled to create a new ticket with TicketType = Change Request. 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. The ticket category controls which fields appear here and in what order. These accounts are free of charge, but they do not provide access to the Autotask UI. IMPORTANT When this feature is released, we will change the Publish settings of ticket and task notes and attachments to Internal &Co-managed for all tickets and tasks where the Co-managed Visibility is set to Visible. Press question mark to learn the rest of the keyboard shortcuts. From the Autotask Home page toolbar, select Help. Thanks for your feedback. Tickets define service requests within the Autotask system. If no value is provided for Ticket.Source when a ticket is created via the API, the default Source value is returned on update. Within Autotask navigate to Homepage > Admin > Features & Settings; Tip - click the images to make them larger. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity describes an Autotask resource assigned to a task that is assigned to a service call. This entity represents associations between, This entity represents articles associated with. A billing item may or may not be included in an invoice and billed to the customer. If TicketType = Problem and incidents are associated with the ticket, TicketType cannot be changed to Incident or Service Request until the incidents are disassociated from the ticket. /**/Want to tell us more? 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. A new inactive attribute value cannot be assigned. 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. Refer to Note Titles. This entity describes an Autotask service call and its relationship to four other service call related entities. Refer to WebhookExcludedResources (REST). [CDATA[*/ What sort of strategies would a medieval military use against a fantasy giant? For String datatypes, the number in parentheses ( ) indicates the maximum number of characters allowed. This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). This entity's purpose is to describe a skill or ability that you can associate with a Resource via the ResourceSkill entity. The current data is loaded when the section is first expanded. If the Contract is associated to an SLA, then use that ID. Autotaskwill automatically assign the record number that follows the prefix. Refer to API-only Ticket Categories. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. If the ticket category has only the due date or only the due time configured, then the API Ticket.DueDateTime will be required, and not supplying a value will return an error message. Each entity type object contains an array of properties that describe instances of the entity type. function SendLinkByMail(href) { This entity describes notes created by an Autotask user and associated with a Product entity. The value you select will be set as the status of the parent entity when the dialog box or page is saved. A setting on the General tab of the category will determine if a note title is required for task and ticket notes. For additional information, refer to. Security: This check box is available even if users do not have permission to edit tickets. If the ticket catgeory = 'RMA', the TicketType is set to 'Change Request', regardless of the value that is supplied. 5. > Service Desk >Search >Tickets >click Search > open a ticket >Quick Add bar > select Note (Alt+2), NAVIGATION > Projects >Projects > search for a project >click on the Project Name > Schedule > task context menu > General > View Details > Quick Add bar > select Note (Alt+2). This entity's purpose is to describe a billing Role that has been excluded from a Contract. The function of this entity is to describe the values for custom Additional Invoice Fields that users can add to Autotask for use with Autotask Invoice Templates. The instructions in this topic help you create an Autotask API user account, configure configuration items and monitors, and configure ticket management in Autotask for your Firebox integration. The purchase approval option is available through Autotask procurement. The API will set the impersonated users name and impersonatorCreatorResourceID value as the content creator during create operations. For more information, refer to Time Entry/Note Quick Edit Fields. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity's purpose is to describe a grouped set of Holiday entities assigned to an Autotask Internal location and used in tracking internal time off. This entity describes an Autotask Block Hour Factor, an option used with Block Hour type Contracts. This entity contains attachments for Knowledgebase articles in Autotask. Visit the Ideas forum! The client can access and act on the entity's field parameters: supplying, updating, or deleting the field data. Ticket.AccountID cannot be changed if the ticket has an associated and posted TimeEntry, TicketCost, or Expense. Resource access URLs for all entities appear in the next section of this article. CreatorResourceID can return a ContactID. Thanks for your feedback. The change request approval process is part of the Autotask Change Management feature set. 4. IMPORTANT Selecting a form template is the equivalent of manually populating the form. /**/Want to tell us more? This includes the category field itself. This field is not filterable for tickets in the API. This entity's purpose is to describe a deliverable item that represents a pre-defined unit of work performed for a set price and billed at regular intervals; for example, a 'Disk Backup' performed for one computer. function SendLinkByMail(href) { This entity's purpose is to describe a list item associated with a UserDefinedFieldDefinition entity that has dataType = List. If there is already text in the Resolution field, two line breaks will separate the existing text from the text added. /*]]>*/Want to tell us more? Is there a proper earth ground point in this switch box? Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. The check boxes are shortcuts to manually selecting or clearing role-based recipients on the Notification panel. If the Can edit Status of Complete tickets (does not apply to Autotask Web Services/API) permission is cleared for your security level, you can update the status of incomplete incidents. Adding or editing a note To open the page, use the path (s) in the Security and navigation section above. Need troubleshooting help? It will not appear on the New Ticket Note or New Ticket Time Entry form. Only the incidents of problem tickets will have their status updated. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. You can create additional mailboxes, but you won't be able to activate them. For example, when updating an entity, you may not be able to update all fields within the entity. Provide feedback for the Documentation team, To retrieve more detailed information specific to a particular Autotask implementation, use the Web Services API call. After you create the API key, login to your Autotask instance, hover over the Autotask button in the top left corner then . To learn more, refer to The Rich Text editor. Form templates follow the limitations of the currently applied category and the user's security settings. Ticket User-Defined Field: When you select a User-Defined Field, the extension call will be triggered only for tickets that . Every time i get a very helpful "Internal Server Error" message back, nothing else. Refer to Webhooks (REST API). This entity's purpose is to describe a note created by an Autotask user and associated with a Ticket entity. This entity describes an Autotask Contract. There were some field name changes between the Soap and REST API, can you try all the same but replace the accountId field with companyId? If the API receives an invalid prefix, it will automatically generate one and assign it to the resource. This entity defines a user-defined field (UDF) in Autotask. They are required in the UI only if the system setting 'Require Issue and Sub-Issue on tickets' is enabled. Any changes to the Status or Quick Edit fields made on the time entry or note will also be applied to their corresponding ticket fields. It allows you to configure tiered or volume pricing for the billing product. All text formatting and images will be lost. The status code getting printed here is 401! /* Home >Search > Global Notes Search or > Reports > Other >General. This resource describes key business details for the Autotask Company 0, the Autotask user's company account. Phases allow users to break projects into sub-groups of project tasks. Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. Resources receive assignment to one or more roles through their department and queue associations. You can modify the ticket category to ensure that the section is expanded when the time entry or note is first opened and that required fields are completed. Refer to Adding and managing attachments. Thanks for contributing an answer to Stack Overflow! Update Status on {#} incident(s) (tickets only). This entity describes an Autotask Company Contact that has access permissions for the Client Access Portal. The ArticleTicketAssociations entity records existing associations between tickets and Knowledgebase articles in Autotask. The ConfigurationItemRelatedItems entity enables you to view, add, and remove related child or parent CIs in Autotask. This entity represents articles created by Knowledgebase users in Autotask. Ticket cannot be created with an inactive TicketCategory. If you use the Kaseya RMM Extension, tickets generate by using Incoming Email Processing. This entity describes the refund or credit charge that generates when the RMA is set as Authorized on a ticket with the RMA ticket category. This allows the field to be cleared for tickets that are not Change Request type tickets. The Action Type specifies the type of activity scheduled by the to-do or associated with the note and the actionType View controls where the Note or To-do appears in the user interface. Tickets define service requests within the Autotask system. Only form templates that are available to all selected tickets categories can be selected. This entity describes list items added to a check list on an Autotask ticket or task. If the ticket category is associated to an SLA, then use that ID. This entity describes time and completion data related to service level events tracked for a service level agreement associated with a ticket. Calculated in hours only. Create Quote. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; This entity contains the attachments for the TimeEntries entity. This object describes general information for a survey generated by Autotask. If you want your integration users' names to show on the entity, follow these steps: This example adds an impersonated user to a request's headers. function SendLinkByMail(href) { 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. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. This entity is only used by multi-currency databases.