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. /*TicketCategory - Autotask These notifications will include notifications for lack of Company or Configuration Item mapping. The id value is set by the system and cannot be changed by the user; for example, if you attempt to specify a value for the id field when using the POSTAPI call, the create will fail. This entity describes an Autotask ticket assigned to a service call. This check box appears on task notes, ticket notes and both task and ticket quick notes and quick replies. This entity contains the records for the Deleted Task Activity journal located in the Autotaskapplication at, This entity contains the records for the Deleted Ticket log located in the Autotaskapplication at. This entity describes results and information for a survey generated by Autotask. Thanks for your feedback. > 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). The following table describes the standard Autotask field objects for this entity. There is no warning. If there is already text in the Resolution field, two line breaks will separate the existing text from the text added. A time entry allows an Autotask resource to enter ticket and task time (Labor) and general or regular time (non-customer facing time). Do not confuse it with Currency local term selection, which is not available when using Multi-currency. Basic Incoming Email Processing is available to all Autotask customers at no additional cost, and includes: The Add Ticket Email Service (ATES) mailbox, which is already set up One additional active custom mailbox. 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. This entity contains attachments for the Opportunities entity. TicketType must = Incident before the ticket can be associated with a ProblemTicketID. Roles are associated with a department, have a standard billing rate, and are assigned to resources for billing purposes. If a value is not provided for ChangeApprovalType: For the ContactID field, Contact.AccountID must = Ticket.AccountID or the ParentAccountID of Ticket.AccountID. Want to learn about upcoming enhancements? This entity contains attachments for the Tickets entity. For a list of all currently available entities, refer to the , or check the Online Help's table of contents. This entity contains the categories that hold Knowledgebase articles in Autotask. Every attempt gives me a 500 server error. Open the Kaseya Helpdesk. If Ticket.AccountID is updated then Ticket.AccountPhysicalLocation must have AccountID = Ticket.AccountID. Want to learn about upcoming enhancements? This object describes Expense Reports created in Autotask; its purpose is for the submission of expense line items for approval and reimbursement. What video game is Charlie playing in Poker Face S01E07? 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. Namely the VS solutions are here. 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. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. Refer to WebhookExcludedResources (REST). If more than one person is added, +# is added to the first name. From the main navigation menu click Admin/Features & Settings. /*]]>*/Want to tell us more? Changes made to the Contract by using the ContractServiceBundleAdjustment entity affect only the quantity of Contract Service units. Create Tickets in autotask using REST api in python 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 Ticket. Refer to The Rich Text editor to learn more. The properties represent data fields. /*]]>*/Want to tell us more? The client can access and act on the entity's field parameters: supplying, updating, or deleting the field data. Attempting to edit this field on a ticket with a different ticket category will result in the supplied value being ignored. The function of this entity is to describe the associations between Change Request tickets and both Incidents and Problems. Refer to Note Titles. You can find these fields in the entity description under 'Fields that Cannot Be Queried.'. This entity's role is to describe any sort of note created by an Autotask user and associated with a Company entity as opposed to a Ticket Note. An error message indicates that Service Request tickets cannot be associated with a problem ticket. The function of this entity is to describe the mapping of the Asset (Configuration Item) to the contract billing rule. Wherever it is available, it tracks essential information about the record. Need troubleshooting help? In Autotask, sales orders are associated to Opportunities. Entity details You can also retrieve this information with the Web Services API call The getEntityInfo () SOAP API call. This entity describes an Autotask Allocation Code. 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. In Autotask, you can create ticket categories that are identified as API-Only. It also tracks the resource and date &time each step was completed. This is an event a Zap performs. This data will not change during update operations. The Administrative Email Address for Action-Required Notifications should be an email address that does not create tickets in your Autotask. window.open(uri); This entity contains the attachments for the ConfigurationItems entity. An inventory product represents a set of stocked items that share a product and a location. /*]]>*/Want to tell us more? If setting equals 'Never' then the API will not require the QueueID value. For more information about fields marked as picklists, review our Understanding picklists article. The ConfigurationItemRelatedItems entity enables you to view, add, and remove related child or parent CIs in Autotask. We recommend that you create a new resource (Autotask user account) for the integration, so that it is separate from other user accounts. You cannot use the API to create items that contain Rich Text, but you can add Rich Text later via a supported method. If it is selected, you can update the status of all incidents. Checklists are an optional feature on the ticket page that display numbered items to be completed in order to finish work on a ticket. Action. It does not describe transactions where an Inventory Item is associated with a Company as an Asset. If the ticket has no associated posted items and Ticket.AccountID is changed, any associated (non-posted) Contract, TimeEntries, or TicketCosts are set to Null, along with any Service or ServiceBundle items associated with the TimeEntries or TicketCosts. https://www.autotask.com/, Press J to jump to the feed. Web Services is, however, aware of and will check existing multiple resources on a ticket and will not allow any resource to be assigned as primary resource if that resource is already a secondary resource. This check box only appears for notes and time entries on problem tickets associated with one or more incidents. The Web Services API stores and returns all time data in Coordinated Universal Time (UTC). As you save each attachment, it will appear on the attachment grid. Enable the Allow Ticket Creation Without Configuration Items option only if you do not track all monitored computers as Autotask Configuration Items. The note will only be added to the incidents of problem tickets, not incidents of Change Request tickets. The ticket category controls which fields appear here and in what order. Creates a ticket note. For the Autotask REST API, the Read-Only and Required field attributes have the following meanings: It is possible for a field to be both Read-Only and Required. Site design / logo 2023 Stack Exchange Inc; user contributions licensed under CC BY-SA. If the setting Enable [Entity] Stopwatch is cleared for the entity category, the stopwatch will not appear. The attachments will only be added to the incidents of problem tickets, not incidents of Change Request tickets. For example, when creating a Ticket Note you must supply the id for the Ticket that the note will be associated with. This entity contains the attachments for the Resources entity. Although you can query this entity, it contains one or more fields that are not queryable. The date/time stamp indicates the date and time the status was last refreshed from the task or ticket. For example, although the client can create certain resources, not all resources accept a create call. An API user is a special type of account required for communication with the Autotask API. This entity describes a ticket category applied to tickets in Autotask to specify features and fields that appear on the ticket detail. Provide feedback for the Documentation team. Field is cleared when ticket comes out of Waiting Customer status and is recalculated every time ticket goes back into Waiting Customer status. If selected, the text entered into the Summary Notes or Description field will be added to the end of the Resolution field of the ticket. This entity describes an individual business unit that has an association with a company in Autotask. The API currently exposes the following entities. API users cannot be assigned as a resource to content such as opportunities or tickets, but they can be selected as a filter on fields and in widgets that are date, time . IssueType and SubIssueType are never required in the API. It also controls if this section is automatically expanded when the time entry or note is opened for creating or editing. To learn more, refer to The Rich Text editor. When you enable the Organizational Structure feature in Autotask, this object describes the association between an organizational structure Branch and Line of Business. For example, when updating an entity, you may not be able to update all fields within the entity. If you set the status of selected tickets to Complete, and one or more tickets have incomplete to-dos, a confirmation message will ask if you want to complete associated to-dos. 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". It determines a customer's total taxes on billing items. The company handles all billing for the business unit. The function of this entity is to describe the mapping of the contact to the contract billing rule. Refer to Finding resource and child access URLs of REST API entities to learn how to locate these paths. If you select a different note type, keep in mind that it might be set to a different Publish option. The configurationItemType associates one or more user-defined fields with assets of the same type. Edit: oh and for the REST API, the ID field isn't needed, just so you are aware. From the Autotask Home page toolbar, select Help. var uri = 'https://docs.google.com/forms/d/e/1FAIpQLSdw1y-_z7_O1tSWNFkiDliribqAz5IrqAiJJ6u2KsbEvICTqw/viewform?usp=pp_url&entry.876121135=' + document.location.href; via the API and attached to the OnPlus Service Desk queue. QueueID requirement - The ticket's category (Ticket.TicketCategory) will determine whether or not Ticket.QueueID is required, based on the category's 'Queue is Required' setting. Tickets and project tasks share the same list of statuses. /*]]>*/Want to tell us more? You'll need to ensure that you configure the security level of the impersonated resource to allow impersonation. This entity describes one or more account contacts assigned to a Ticket, other than the Ticket Contact (Ticket.contactID). This entity contains the attachments for the ProjectNotes entity. This entity contains the attachments for the ExpenseReports entity. If setting equals 'RequiredWhenPrimaryResourceIdBlank', then the API will produce an error when both the QueueID and ResourceID fields are empty. This entity contains the attachments for the TicketNotes entity. This entity's purpose is to describe a note created by an Autotask user and associated with a Ticket entity. create - Autotask This entity describes an adjustment to the quantity of units of a Service Bundle that are added to a Recurring Service Contract. Each entity description includes the following information: Note that actions are governed by the permissions of the logged-in end user; for example, although a Company entity allows a create call, the logged-in end user may not have permission to create a Company entity. Refer to Web Services APIsecurity settings. We're using Power Apps to capture information and then Flow passes it to Autotask, i can pull information using GET but unable to create anything. For information about dialog boxes and how they differ from browser pages, refer to Minimizing Dialog Boxes. This entity describes an Autotask Invoice. Have an idea for a new feature? Best Practice but optional: Set up Workplace-specific queue, ticket source, issues and sub-issues in Autotask. For the OpportunityID field, Opportunity.AccountID must = Ticket.AccountID. If cleared (default setting), all Autotask resources, Outsourcing partners, and customers with access to the item in the Client Portal can view the note.