autotask api create ticket

Only the incidents of problem tickets will have their status updated. Update/Create Maximum Entities: The Web Service API calls can update or create a maximum of 200 objects with one call. Saves and closes the note or time entry and opens the Forward/Modify Ticket(s) page. This entity describes an approved and posted billable item in Autotask. It allows you to configure tiered or volume pricing for the billing product. AllocationCodeID is required on create() and update() if your company has enabled the Autotask system setting that requires a Work Type on a Ticket. Only form templates that are available to all selected tickets categories can be selected. The value you select will be set as the status of the parent entity when the dialog box or page is saved. To attach the new attachment to the notification email, select Include Attachments in Email on the notification panel. Be aware that some field data, such as picklist values and user-defined fields, may vary between Autotask implementations and cannot be provided in this document. Some entities support file attachments. This entity contains the attachments for the ConfigurationItems entity. This entity represents company (account)categories in Autotask. I am trying to create a ticket in autotask using the below python code: All text formatting and images will be lost. ConfigurationItemWebhookExcludedResources. If selected, the text entered into the Summary Notes (on time entries) or Description field (on ticket notes) will be appended to the end of the Resolution field on all of the tickets incidents. The Note Type field defaults to Task Summary. It describes whether a Product on the Price List uses the internal currency or an external currency for a Product Tier, and if it is external, lets you set the price in that currency. This entity describes an Autotask Project. Notes can be searched and viewed from one place using the Global Notes Search, accessed from > Home >Search > Global Notes Search or > Reports > Other >General. This entity represents the daily availability, hours goal, and travel for a resource. It describes Price List information associated with a WorkTypeModifier entity. The ArticlePlainTextContent entity contains the plain text version of body content held by a Knowledgebase article. Open the Kaseya Helpdesk. This entity represents a document in Autotask. This entity describes an Action Type assigned to a CRM Note or To-Do. The API can complete a ticket that has one or more incomplete 'Important' Checklist items. Visit the Ideas forum! You can also retrieve this information with the Web Services API call The getEntityInfo() SOAPAPIcall. The Deleted Ticket Activity log provides a list of ticket time entries, notes, and attachments that were deleted from your system. Best Practice but optional: Set up Workplace-specific queue, ticket source, issues and sub-issues in Autotask. Checklists are an optional feature on the ticket page that display numbered items to be completed in order to finish work on a ticket. This entity is only used by multi-currency databases. It will not appear on the New Ticket Note or New Ticket Time Entry form. Thanks for your feedback. Instructions Navigate to Account > Integrations and create a new integration by using the Autotask option. Want to learn about upcoming enhancements? Want to talk about it? If recipients are added or removed from the To: field on the Notification panel, the matching role-based check boxes will become selected or cleared. The API currently exposes the following entities. What sort of strategies would a medieval military use against a fantasy giant? Provide feedback for the Documentation team. Calculated in hours only. A setting on the General tab of the category will determine if a note title is required for task and ticket notes. /**/Want to tell us more? You can find these fields in the entity description under 'Fields that Cannot Be Queried.'. Tasks are associated with a Project and define work that must be done. This entity describes an Autotask Quote Template that defines the content and appearance of an Autotask Quote. For example, when updating an entity, you may not be able to update all fields within the entity. You can select a different note type from the drop-down list. Associates a Skill with a Resource to provide information about the skills or abilities of the resource. function SendLinkByMail(href) { This may be a difference between the SOAP and the REST API, but on SOAP new tickets require the id to be set as 0. This entity describes an Autotask Contract Block which represents a block of hours purchased for a Block Hour type Contract. If the ticket category = 'RMA', and no value is supplied for the Contact field, it will be set to the contact of the supplied asset. This entity contains SSLSubject Alternative Name (SAN) records associated with the ConfigurationItemsentity in Autotask. Need troubleshooting help? Want to talk about it? If selected, the note's Description or the time entry's Summary Notes, Internal Notes, and any new attachments are added to the ticket's incidents, as well. I have taken the Resource location "15" from the below page on autotask because while creating the api user I have selected the location as "Headquarters". 'Mine + Accounts' will be treated as 'None.' It allows users to track and manage Inventory Items created from Autotask Products that require a unique serial number. For the GET query i use: https://webservices4.autotask.net/atservicesrest/v1.0/Tickets/query?search={"filter": [{"op": "eq","field": "ticketNumber","value": "T20210309.0001"}]}. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. An inventory product represents a set of stocked items that share a product and a location. This entity's purpose is to describe a resource assigned to a task but not as the primary resource. They are required in the UI only if the system setting 'Require Issue and Sub-Issue on tickets' is enabled. Resolution: After playing with some items and looking through the module code and Postman, everything needs to be treated as a string: Thanks to u/nutter91 for the assistance with submitting a record ID of 0 for new records and reminding me to simplify things. By clicking Accept all cookies, you agree Stack Exchange can store cookies on your device and disclose information in accordance with our Cookie Policy. The New and Edit pages for each entity feature a notification panel that is accessed from a persistent handle at the bottom of the page. The RMA ticket category cannot be edited through the API. If QueueID does not meet the requirement specified by the associated ticket category's 'Queue is Required' setting, as listed below, an error will occur. Some Read-Only fields must be supplied for a create, so while they are initially required, once the entity has been created, you cannot change them. Asking for help, clarification, or responding to other answers. Changing the task the time entry is associated with, Creating Knowledgebase articles from tickets, Can view time entry internal notes, internal notes, and internal attachments (on Ticket Detail and CRM Detail screens), Can view time entry internal notes, internal notes, and internal attachments (on Task Detail screens), Need troubleshooting help? 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. Have an idea for a new feature? This entity describes DNSrecords associated with Assets in Autotask. The returned body will be super useful going forward if you can get it though! This entity represents associations between assets and documents in Autotask. The Web Services API stores and returns all time data in Coordinated Universal Time (UTC). If you open this dialog box or page from the Edit Ticket page, this check box will not appear. Form template settings will override any previously populated field content, including notification settings, additional contacts, and secondary resources. This field is editable for tickets whose ticket category is 'RMA.' It describes whether a Role Hourly Rate 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. If a form template uses a value or provides content that is not allowed in a field by the category or the user's security settings, the field will not be updated. The ConfigurationItemRelatedItems entity enables you to view, add, and remove related child or parent CIs in Autotask. This entity is only used by multi-currency databases. This entity's purpose is to describe a skill or ability that you can associate with a Resource via the ResourceSkill entity. Ticket.Source is not required; however, in the UI the Source field defaults to 'Other', so for tickets created through the UI, the value for Ticket.Source is never Null. The impersonated resource must have permission to act as configured in the other sections on the Edit Security Level page. This entity's purpose is to describe a line item associated with an Expense Report entity. Open the Kaseya Helpdesk. If the time entry page is open for a long time, it is possible for the Status field to be changed by another user or a workflow rule. Tickets and project tasks share the same list of statuses. Autotask users manage Tickets through a number of modules including Service Desk, Home, CRM, and Contracts. An error message indicates that Service Request tickets cannot be associated with a problem ticket. For information about the currently-available entities and fields, consult the individual descriptions in the section of this article. The change request approval process is part of the Autotask Change Management feature set. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets. This entity's purpose is to describe a Vendor type Company with an association to an Autotask Product. It can be a separate physical location or a division or agency operating in the same physical location as the company. Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. Have an idea for a new feature? Want to learn about upcoming enhancements? Some resources contain additional objects in child collections; these resources have an additional Child collection access URLs field in their Online Help articles. If there is no Asset SLA, then check the Contract Service or Bundle SLA. The API-only user's security level must allow impersonation on the entity type. Thanks for your feedback. This entity describes an Autotask ticket assigned to a service call. Visit our SOAPAPIlifecycle FAQ article to learn more. [CDATA[*/ This entity's purpose is to describe a Resource - Role relationship. This entity's purpose is to describe a cost associated with an Autotask Project. A Department is an association the application can use to manage resources, especially when assigning project tasks. Namely the VS solutions are here. Additionally, only those statuses that are available to all selected tickets categories are available for selection. Access deactivation for version 1.5 began in Q1 2022 and will enter its concluding phases in October 2022. A billing item may or may not be included in an invoice and billed to the customer. This entity contains attachments for the Companies entity. Phases allow users to break projects into sub-groups of project tasks. [CDATA[*/ The function of this entity is to describe the number of units of a specific service bundle with an association to a Recurring Service contract for a specific date range. You can create additional mailboxes, but you won't be able to activate them. It allows you to compensate for the Block Hour fixed rate by applying a multiplier to specific role rates. On create(), Priority must be an active priority. This entity represents ticket tag groups in Autotask. If TicketType = ChangeRequest, ProblemTicketID cannot have a value. The Add New Attachments section is always collapsed. This entity contains the attachments for the TicketNotes entity. This entity describes an Autotask resource assigned to a task that is assigned to a service call. When you enable the Organizational Structure feature in Autotask, this object describes an Autotask Resource association with an organizational structure pairing of OrganizationalLevel1 and OrganizationalLevel2 (OrganizationalLevelAssociation entity). Assets are Products with an association to a Company entity. If it is selected, you can update the status of all incidents. This entity contains the attachments for the TaskNotes entity. You can update an existing Ticket that has a Resource + Role combination that uses an inactive role. All fields are read-only. An opportunity is a forecasted piece of business; an identifiable prospect that needs a product or service and offers a potential sale, project, or contract. NOTE If the InstalledProduct value is not being updated, and for some reason it is already associated with an Account that is different from the Ticket Account, the update() will not fail. Review the setting of the Internal Only check box. Is there any way for you to see what the response from Autotask is? 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 adjustment to the quantity of units of a Contract Service entity that are added to a Recurring Service Contract. Some fields on Entities require an id to a parent Entity. Head on over to our Community Forum! 3. IMPORTANT Selecting a form template is the equivalent of manually populating the form. About note types. To complete the attachment process, you must save the note or time entry. They can click New Ticket on the Autotask interface sub-navigation menu to open the New Ticket window. } This entity describes an Autotask Appointment,a scheduled calendar time that is not a service call. When you enable the Organizational Structure feature in Autotask, this object describes the association between an organizational structure Branch and Line of Business. You might want to work with Autotask API's own Visual Studio solutions which are linked on their web services page. This entity describes an internal cost created for a resource-role combination for time entries on a specified contract. If TicketType = Service Request and the ticket also specifies a ProblemTicketID, the ticket type is updated to Service Request. This entity describes an Autotask Task. window.open(uri); Visit the Ideas forum! This resource describes key business details for the Autotask Company 0, the Autotask user's company account. The function of this entity is to describe the Ticket History, which tracks changes to the fields of the ticket entity, as well as the fields of any Service Level Agreement associated with the ticket. The function of this entity is to describe the link between co-managed accounts and the resources with a co-managed security level who have access to them. Read-Only:Read-Only fields cannot be changed by, Required: Required fields must be present when you attempt a. Billable cost items appear in Approve and Post. ServiceLevelAgreementPausedNextEventHours (read only) is calculated as the time differential between the most recent time the ticket status changed to Waiting Customer and the time of the next SLA target. On notes that can become a notification email, attachments can be included. The status field describes how close a ticket is to resolution, or how close a task is to completion. In Autotask, you can create ticket categories that are identified as API-Only. If a ticket already has checklist items, the checklist library is appended to the end of the list of checklist items. Tickets define service requests within the Autotask system. Refer to WebhookExcludedResources (REST). If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. This entity contains attachments for documents in Autotask. How to handle a hobby that makes income in US. /**/Want to tell us more? Refer to Running a global notes search. ProjectID must be associated with the same Account as the Ticket (Ticket.AccountID). . The API user security level has access to contact impersonation for tickets. This entity describes an Autotask Department. Visit our SOAP API lifecycle FAQ article to learn more. A cost is a billing item for products or materials. As you save each attachment, it will appear on the attachment grid. I know I have correctly authenticated and set the BaseURI because I can get company information for customers. The allowed actions are specific to the object. This entity's purpose is to describe a configurable alert message, associated with an account, that appears on different account-related pages. This entity describes an Autotask Notification, as listed in the Notification History page. The function of this entity is to describe the Webhook error log where errors are kept by the application for 30 days. How to follow the signal when reading the schematic? Ticket Date Completed by Complete Project Wizard, Ticket Department Name OR Ticket Queue Name, Service Level Agreement Paused Next Event Hours, This entity will be read-only if the module with which it is associated is not active. A SubscriptionPeriod stores the information for an individual billing period item associated with an Autotask Subscription. } This entity's purpose is to describe a group of Service entity items that are priced and billed as one component of Recurring Service type contract. This object describes Autotask Assets (previously known as Configuration Items), other than the primary Assets (Ticket.configurationItemID). 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. This entity contains notes for Knowledgebase articles in Autotask. A resource can be associated with multiple LOBs; entities cannot. Adding or changing a value for a recipient via the Quick Ticket Edits section will cause the names next to that check box to be added or changed accordingly. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; Such ticket categories are hidden everywhere you select a ticket category when you create or edit a ticket; they are only used when tickets are created via the API. 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. This entity's purpose is to describe a billing Work Type (Allocation Code) that is excluded from the contract to which the set applies. window.open(uri); In addition, a stumbling block I noted was to double check the AssignedResourceID has the actual role assigned via AssignedResourceRoleID. Roles are associated with a department, have a standard billing rate, and are assigned to resources for billing purposes. } This entity contains the categories that hold Knowledgebase articles in Autotask. From the pull-down menu, How can I explain to my manager that a project he wishes to undertake cannot be performed by the team?

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