Autotask Integration

SECURITY  In Datto RMM, default security level of Administrator. In Autotask, security level of API User. Refer to Permissions.

NAVIGATION  Setup > Integrations > Autotask

Before integrating these three tools simultaneously, it's important to understand which tools have authoritative data and where. This concept should drive decision-making when it comes to defining your provisioning processes.

The data from Datto RMM is authoritative within Datto RMM. When Datto RMM records are mapped to Autotask, Datto RMM is authoritative on those records within Autotask. Review this topic for more details about the data that syncs from Datto RMM to Autotask. When Autotask records are mapped to IT Glue, Autotask is authoritative on those records within IT Glue. In the IT Glue documentation, refer to the list of data synced from Autotask to IT Glue.

As a result, data from Datto RMM travels via the integration to a mapped configuration item within Autotask and then travels via the integration to a mapped configuration asset within IT Glue. IT Glue views Autotask as authoritative on the configuration asset, while Datto RMM data is connected in a sequence (daisy chain).

None of the data synced from Datto RMM to IT Glue is authoritative when following the best practices described, so Kaseya strongly recommends the integration from Datto RMM to IT Glue is turned on last. Refer to IT Glue Integration. In the IT Glue documentation, refer to the list of data synced from Datto RMM to IT Glue.

NOTE  Only the API Credentials tab is active until the integration connection succeeds.

Complete the following steps in Datto RMM:

1. Navigate to Setup > Integrations > Autotask.
2. In the API Credentials tab selected by default, click Turn On.
   
3. Enter your Autotask Username (Key) and Password (Secret) to enable the integration between Datto RMM and Autotask.
   

IMPORTANT  You must use an Autotask user account with a security level of API User (a non-billed Autotask resource) to enable the integration. Refer to Permissions. This will help you avoid difficult situations, such as when the resource whose credentials were used for the integration changes their password or leaves the company. For more information about the API User, refer to these topics in the Autotask Help system: API User (system) and The API tracking identifier.

4. Click Save and check now.
   
5. Upon successful connection, the authentication button will be grayed out and will display Saved and authenticated. As long as the integration is not turned off, the authentication details will be saved and the integration will remain connected per user account.
   
   
6. To learn about the Single Sign-On for Users toggle, refer to the next section, Configure SSO.
   

Single sign-on (SSO) is an authentication process that allows a user to enter one username and password to access multiple (connected) systems.

To permit users to automatically log in to Datto RMM when clicking an SSO-enabled link from Autotask, navigate to Setup > Integrations > Autotask and ensure the Single Sign-On for Users toggle in the API Credentials tab is turned on.

NOTE  Two-factor authentication should be enabled in both Autotask and Datto RMM so users are always prompted for a one-time password when they log in to the first application. Refer to Two-factor authentication.

NOTE  The first time you are logged in to Autotask after enabling the SSO functionality and you click on a link to access Datto RMM, you will be asked to log in to your existing Datto RMM account to set up the link. Going forward, you will automatically be logged in to Datto RMM when clicking an SSO-enabled link from Autotask. When establishing the SSO link, make sure that you link your Autotask database to the correct Datto RMM account; that is, ensure that the Datto RMM login credentials you enter belong to the Datto RMM account integrated with your Autotask database.
To remove the link in Datto RMM, refer to Editing a user.
To learn how to link or unlink your Autotask user profile and Datto RMM user account in Autotask, refer to this topic in the Autotask Help system: Linking or unlinking your Autotask and RMM user profiles.

IMPORTANT  Refer to the Permissions section in this topic to learn about the required security level settings in both Datto RMM and Autotask.

After enabling the integration, the next step is to map your Autotask companies to your Datto RMM sites. In the integration setup card, click the Sites tab.

NOTE  This area allows you to configure the mappings in a draft state. Changes are not pushed until clicking Save, and the option to discard all changes is also available. You also have the option to delete existing mappings and remap all or selected items at any time. These safeguards are described in more detail in this section.

Populating results in the list of potential mappings

In the Account Types to Map field, you can select any number of Autotask organization types you want to retrieve, depending on which types are associated with your Autotask account:

• Select all: Populates all available organization types.
• Customer: An organization to which you are selling products or services.
• Lead: An organization type used to indicate a potential customer.
• Prospect: An organization type used to indicate a likely customer.
• Dead: A lead that never became a customer.
• Cancellation: An Autotask organization type denoting a former customer.
• Vendor: An organization type whose primary business relationship with your company is to provide goods and services.
• Partner: An organization type assigned to organizations like VARs, outsourcing partners, and so forth.

Click the X next to any organization type to remove that selection from the results, or click the X to the far right of the selection box to remove all selections.

List of potential mappings

The list of Autotask organizations will be populated based on your Account Types to Map selections. The selections will persist the next time the Sites tab is accessed.

Field	Sortable?	Description
Autotask Company		Displays the Account Name as configured in your Autotask account. To narrow the list, click the filter icon , enter a term, and click Apply. To see the full list, click Reset.
Sites		May display a site in your Datto RMM account that matches the name of the Autotask organization. If no suggested match exists, the field will be empty (but can be manually populated). Click the drop-down menu to view the list of selections available. Only sites that are not already mapped to an Autotask organization (either in a draft state or saved state) are available for selection. NOTE  An Autotask organization can be mapped to more than one Datto RMM site. To achieve this, select multiple values for an item. Creating new sites to map You have the option for the system to create a new Datto RMM site for an Autotask organization with no mapping. To do so, click the drop-down menu and select the option prefixed with New -. These selections are displayed in a light blue color for easier identification. This action will be recorded in the Activity Log. Refer to Activity Log. The new site will be added to your list of sites in Datto RMM (once the mapping is saved) and will not include the New - prefix in its name once created. To learn about managing sites in Datto RMM, refer to Sites. Opting not to map an organization In this column, click the drop-down menu and select Do not map. Items with this selection are categorized as Mapped because they have an assignment. These selections are displayed in a slightly darker gray color for easier identification.

Click the X next to a site name to remove that selection, or click the X to the far right of the selection box to clear all selections.

NOTE  Changing a Datto RMM site name will not rename the mapped Autotask organization and vice versa. If a Datto RMM site is already mapped to an Autotask organization and you change the name of either the site or the organization, you need to re-run the mapping analysis to see the updated name. The mapping will still be based on the Autotask organization ID, but the new name will only appear if you re-run the analysis. Refer to Run New Analysis.

You can filter the Autotask Company column with the filter icon . If a filter search term includes wildcard characters (for example, underscores and percent signs), they serve as normal characters if they are preceded by a backslash. For details, refer to Wildcard characters.The filter selection in the columns will not persist the next time the page is accessed as the table will return to the default view.

The Refresh data button allows you to populate the list of Autotask companies based on the most recent data retrieved from the Autotask API. Upon a successful refresh, the Unsaved Changes filter results are displayed.

The number of results displayed can be specified by selecting the desired number from the pagination control. This selection will persist the next time the page is accessed.

Available filters in the list of potential mappings

The filter categories display the number of items that apply to that category, if any.

Action buttons

The following action buttons are available for the mappings:

Action Button	Description
Run New Analysis	At times, you may wish to re-run your mapping analysis for one or more items. This tool will prompt the system to match Autotask companies to Datto RMM sites based on name. A suggested match may or may not exist. Use the check boxes to control which items undergo the new analysis. The check boxes allow you to select one or more rows. Select all rows shown on the page by selecting the check box in the table header. You can select check boxes in more than one filter category to apply to the analysis. By not selecting any check boxes, all companies will be analyzed. Upon clicking this button, the Run New Analysis dialog box displays the following options: Keep existing mappings and only analyze unmapped Autotask companies. Delete any existing mappings and remap selected companies. Click Run Analysis to execute the action or Cancel to close out of the dialog box. Pop-up notifications will indicate when the analysis has begun and is complete. Click View Results to be redirected to the integration setup card (if you have navigated away since the analysis was initiated).
Discard Changes	Reverts all of the changes you have made since last saving, which clears out the items in Unsaved Changes. Click Confirm to execute the action or Cancel to close out of the dialog box. This button is grayed out if no unsaved changes exist. NOTE  Check box selections do not impact this action. Changes will be discarded for all unsaved changes regardless of which check boxes are selected, if any. NOTE  Navigating away from the integration setup card will not discard your unsaved changes.
Save	Before clicking this button, click Unsaved Changes to review the items you have made changes to since last saving. If you wish to preserve all of these changes, click Save to send your mapping configuration to the database and initiate the synchronization. This button is grayed out if no unsaved changes exist. NOTE  Check box selections do not impact this action. Changes will be saved for all unsaved changes regardless of which check boxes are selected, if any.

The next step is to configure the device synchronization between Datto RMM and Autotask. In the integration setup card, click the Devices tab.

NOTE  In Autotask, devices that are installed for a customer company are called configuration items. As all configuration items are based on a product, Datto RMM devices must be mapped to Autotask at the product level.

1. You can turn the Map Devices toggle on or off at any time to control whether or not the device synchronization is active. Your selected setting will be saved and will persist the next time the page is accessed without needing to click the Save button.

NOTE  You may wish to keep this toggle off while working on your configuration and saving your changes. Then, you can turn the toggle on whenever you are ready to officially initiate the device synchronization with your updates.

2. In the Material Code drop-down menu, select the Autotask material code that will be used for all devices mapped from Datto RMM to Autotask.

Material Code is a required field in Autotask. It is a billing code used for billing products associated with tickets, contracts, or projects.

3. Specify how Datto RMM should sync device information to Autotask configuration items. You can turn the toggles on or off for either of the following options:
   • Overwrite PSA Reference Name when different from RMM Hostname (selected by default)
   • Overwrite PSA Reference Number when different from RMM Device ID (selected by default)

EXAMPLE  At the initial sync, if Datto RMM finds a matching Autotask configuration item for a Datto RMM device and that configuration item has a reference name, the value in the Reference Name field will be overwritten if the Overwrite PSA Reference Name when different from RMM Hostname toggle is turned on. The same logic will be applied at any subsequent sync.

NOTE  If the overwrite options are not turned on in Datto RMM and the Reference Name and Reference Number fields for the matching configuration item are empty in Autotask, the fields will be populated with the device's hostname and device ID at the initial device sync.

4. Next, map the Datto RMM device types to Autotask products and configuration item types.

Field	Description
Device Type	Device type as displayed in Datto RMM.
Autotask Product	Select an existing Autotask product to map to your Datto RMM device type. You might not see all of your Autotask products by scrolling through the Autotask Product drop-down menu, but you can search for any product using the search bar. Opt to not sync a device type by selecting Do not sync. If you do so, you should also select Do not map in the Autotask Configuration Item Type column. Alternatively, you can allow the system to create a matching product in Autotask for you by selecting Create New. The name of the new product will be prefixed by RMM_ (for example, RMM_Laptop). This will help to differentiate Datto RMM products from existing Autotask products. NOTE  We recommend that you allow the system to create a matching product if you do not see the corresponding Autotask product. NOTE  Product names created by the system (for example, RMM_Laptop, RMM_Desktop, and so forth) will not have product categories in Autotask by default. The devices will be grouped in an uncategorized product category. To change this, follow these steps in Autotask: Navigate to Autotask PSA Menu > Admin > Features & Settings > Products, Services, & Inventory > Products > search for the product name (for example, RMM_Laptop) > select the context menu next to the product and click Edit Product > select the context button next to product category > assign a product category > Save & Close. This will assign the selected product category to both existing and future devices of this product name. NOTE  Before the Datto RMM 12.0.0 release, the prefix used was AEM_ (for example, AEM_Laptop). Existing product mappings where the AEM_ prefix is used remain unchanged, but all new automatically created products will use the RMM_ prefix. For information on how the Product field is synchronized for new and existing configuration items, refer to Device sync logic and frequency.
Autotask Configuration Item Type	Optionally, select a matching Autotask configuration item type for each Datto RMM device type or select Do not map. The drop-down menu contains all configuration item types as configured in Autotask. In Autotask, a configuration item type is the classification of a configuration item. It also determines which available UDFs you can apply.

5. In the User-Defined Field Mapping section, select the check boxes for the UDFs you would like to map as Autotask configuration item UDFs. Select the All check box to select all the UDFs. Select All again to remove all selections, or select individual UDF check boxes again to remove individual selections. To learn about UDFs, refer to User-Defined Fields in Global Settings.

NOTE  Only global UDFs will be synced, either with their default label or with their global label, if configured. The global labels appear to the right of the default labels.
Site labels (UDF labels at the site level) will not be synced and are not displayed.

6. When finished, click Save in the upper-right or lower-right corner of the page to preserve your changes, send your mapping configuration to the database, and initiate the synchronization.

Device sync logic and frequency

Device sync logic

Datto RMM will attempt to find a matching Autotask configuration item by applying the following device sync logic:

1. Check if the device has been audited or if it meets the audit exclusion criteria.
1. If the answer is no, skip the device.
2. If the answer is yes, go to the next step.

NOTE  The following device types are excluded from the audit requirement: Datto Networking devices, Datto Continuity devices, and network devices added to Datto RMM more than 24 hours ago.

2. Check if the device is already mapped to an Autotask configuration item.
1. If a match is found, sync the device.
2. If no match is found, go to the next step.
3. Search for an Autotask configuration item whose native field of RMMDeviceUID matches the Datto RMM device ID.

NOTE  The Autotask native field of RMMDeviceUID is not visible in the Autotask user interface, and it cannot be edited.

1. If a matching configuration item is found and is active, map and sync the device. If it is inactive, activate it, then map and sync the device.
2. If no match is found, go to the next step.
4. In the Autotask organization mapped to the Datto RMM site or sites, search for an Autotask configuration item that has the same hostname (in Autotask: Reference Name) and serial number as the Datto RMM device.

   NOTE  For Datto Networking devices, the serial number is populated as the MAC address.

   1. If only one matching configuration item is found and is active, populate the Autotask native field of RMMDeviceUID with the Datto RMM device ID, then map and sync the device.
      If the configuration item is inactive, activate it, populate the native field of RMMDeviceUID, then map and sync the device.
   2. If more than one matching configuration item is found and they are active, identify the oldest, populate the Autotask native field of RMMDeviceUID with the Datto RMM device ID, then map and sync the device.
      If the configuration items are inactive, identify the oldest, activate it, populate the native field of RMMDeviceUID, then map and sync the device.
   3. If no match is found, go to the next step.
5. Check if there are multiple devices with the same serial number in the Datto RMM site or sites that are mapped to the Autotask organization.
   1. If multiple matching devices are found, go to step 7.
   2. If only one matching device is found, go to the next step.
   3. If no match is found, go to step 7.
6. Search for an Autotask configuration item that has the same serial number as the Datto RMM device.
   1. If a match is found, repeat the same checks as in steps 4.a and 4.b.
   2. If no match is found, go to the next step.
7. Create a new Autotask configuration item, populate the native field of RMMDeviceUID, then map and sync the device.

A few notes to consider

• When a device is moved from one site to another in Datto RMM, and the new site is mapped to an Autotask organization, the matching Autotask configuration item will be inactivated in the original Autotask organization. In the new Autotask organization, either an existing configuration item with a matching RMMDeviceUID will be made active or a new configuration item will be created.
• When a device is moved from one site to another in Datto RMM, and the new site is not mapped to any Autotask organization, the formerly linked Autotask configuration item will remain in the original Autotask organization and will be inactivated.
• When a device is deleted in Datto RMM, the corresponding Autotask configuration item will be inactivated.
• If an Autotask configuration item has been set to inactive, but the Datto RMM device is still syncing with it, the configuration item will be made active again.
• The Product and Configuration Item Type fields of an Autotask configuration item are only synchronized (applied) when a new configuration item is created. When an existing configuration item is synchronized, the Product and Configuration Item Type fields will not be overwritten.
• If you change the default label of a UDF in Global Settings in Datto RMM, you need to re-run the device synchronization setup to ensure the UDF mapping is updated in Autotask. Refer to Configure device synchronization.

Device sync frequency

New (unsynced) devices will sync immediately after an initial audit has occurred.

For existing (previously synced) devices, a device sync will be triggered once every 24 hours. If, at the time of synchronization, the existing mapping is no longer valid (for example, the configuration item has been deleted, details have changed, etc.), the device sync logic will be re-applied.

Alert rules allow you to handle Datto RMM alerts and their corresponding Autotask alert tickets. In the integration setup card, begin by configuring your alert priority mapping in the Alert Mapping section of the Alerts tab.

You can turn the Enable Ticket Sync toggle on or off at any time to control whether or not the ticket synchronization is active. Your selected setting will be saved and will persist the next time the page is accessed without needing to click the Save button.

NOTE  You may wish to keep this toggle off while working on your configuration and saving your changes. Then, you can turn the toggle on whenever you are ready to officially initiate the ticket synchronization with your updates.

You can select the default values for the ticket priority that will be mapped from Datto RMM to Autotask, as follows:

To save this mapping, click Save in the upper-right or lower-right corner of the page.

Next, you will configure ticket settings in this tab. Refer to the next section.

In the integration setup card, after configuring alert priority mapping, you can configure ticket settings in the Alerts tab.

You can turn the Enable Ticket Sync toggle on or off at any time to control whether or not the ticket synchronization is active. Your selected setting will be saved and will persist the next time the page is accessed without needing to click the Save button.

NOTE  You may wish to keep this toggle off while working on your configuration and saving your changes. Then, you can turn the toggle on whenever you are ready to officially initiate the ticket synchronization with your updates.

Ticket Settings section

Field	Description
Ticket Source	From the drop-down menu, select the Source you would like to assign to all alert tickets created in Autotask by Datto RMM. Refer to this topic in the Autotask Help system: Ticket sources.
Ticket Note Type	Datto RMM users may manually add notes to Autotask tickets created via Datto RMM. From the drop-down menu, select the default note type to be used for user-created notes. NOTE  Notes automatically created by Datto RMM will use the system note type RMM Note.
Publish RMM Notes To	Datto RMM users may manually add notes to Autotask tickets created via Datto RMM. From the drop-down menu, select one of the following options to set as the default publish setting for user-created notes: All Autotask Users: All Autotask users. Internal & Co-Managed: Internal users and external resources that have been configured with co-managed access and visibility within Autotask. Refer to this topic in the Autotask Help system: The Co-managed Help Desk. Internal Project Team: Internal users only. NOTE  Notes automatically created by Datto RMM will be published to internal users only.
Auto-resolution status for a ticket that has a status of “New” (e.g. no technician has looked at the ticket yet)	Turn on the toggle for Autotask alert tickets with the status of New to be automatically resolved when the corresponding Datto RMM alert is resolved. From the drop-down menu, select the default status you would like to assign to the ticket when automatically resolved. The drop-down menu contains all active statuses as configured in Autotask.
Auto-resolution status for a ticket that doesn’t have a status of “New” (e.g. a technician had already started working this ticket)	Turn on the toggle for Autotask alert tickets with any status other than New to be automatically resolved when the corresponding Datto RMM alert is resolved. From the drop-down menu, select the default status you would like to assign to the ticket when automatically resolved. The drop-down menu contains all active statuses as configured in Autotask.
Group alerts into a single ticket if they have the same issue for the same device	Turn the toggle on or off to group such alerts into a single ticket or opt not to group such alerts into a single ticket, respectively. You will map issue types in the subsequent section, Default Ticket Settings. You can set the time threshold in which the grouping will occur. Enter a number in the field. In the drop-down menu, select minutes, hours, or days. The threshold is based off the original alert. NOTE  The maximum value in each of the fields is 60 days / 99 hours / 999 minutes. You can only use integers.
Group alerts into a single ticket if they have a different issue for the same device	Turn the toggle on or off to group such alerts into a single ticket or opt not to group such alerts into a single ticket, respectively. You will map issue types in the subsequent section, Default Ticket Settings. You can set the time threshold in which the grouping will occur. Enter a number in the field. In the drop-down menu, select minutes, hours, or days. The threshold is based off the original alert. NOTE  The maximum value in each of the fields is 60 days / 99 hours / 999 minutes. You can only use integers.

To save these settings, click Save in the upper-right or lower-right corner of the page.

Default Ticket Settings section

The Monitor Type column displays all monitor types in Datto RMM and an option for end client Agent ticket configuration (that is, tickets created from a device via the Agent installed). Refer to Monitor types and Agent ticketing for end users. The row for end client Agent tickets is named End Client Agent.

For each monitor type and the End Client Agent row, you can set the default values in the Autotask alert tickets created from that monitor type's alerts and from end client Agent tickets, respectively:

Setting in Datto RMM	Result in Autotask
Queue column. NOTE  This is the only column that requires values to be set.	Sets the default values for the Queue field in Autotask tickets.
Issues column.	Sets the default values for the Issue Type field in Autotask tickets.
Sub Issues column. IMPORTANT  If you choose to select an issue type, you must also select a sub-issue type. Otherwise, tickets will be created with neither.	Sets the default values for the Sub-Issue Type field in Autotask tickets.
Work Type column.	Sets the default values for the Work Type field in Autotask tickets.

The drop-down menus list all active values as configured in Autotask. Use the drop-down menus to make selections, or enter values in the search bars to easily select the specific results you are looking for. You can use the same methods in the Apply to All Rows row at the top of the list to set the same selection in all corresponding rows.

To save these settings, click Save in the upper-right or lower-right corner of the page.

NOTE  We recommend you review your ticket settings after every Datto RMM release to ensure your monitor types are properly configured.

NOTE  In case a new monitor type is introduced in Datto RMM and you have not yet reconfigured the ticket integration for that monitor type, tickets created through that monitor will be assigned to the Monitoring Alert queue in Autotask by default.

NOTE  By default, tickets created from alerts are not assigned to any resource in Autotask.

NOTE  If a monitor is configured to create a ticket when an alert is raised but the device cannot get synchronized to Autotask (for example, the contract or contact of the Autotask configuration item is inactive, the device sync is switched off, and so forth), Datto RMM will queue the device sync event and will attempt to create a ticket three times (every time a device sync is triggered, approximately once every minute). If the device fails to synchronize within this time frame, a ticket will still be created for the corresponding Autotask organization containing the device name and ID and a link to the device in Datto RMM. In case the Datto RMM site is no longer mapped to an Autotask organization, a ticket will be created for the zero account.

NOTE  If an Autotask configuration item synced with a Datto RMM device has a contact assigned, but that contact is inactive, the ticket creation will fail.

NOTE  If the ticket creation fails (for example, because of changes made to credentials, queues, categories, security settings, and so forth), a notification email will be sent to the email addresses set to receive alerts. If no email address listed under Setup > Global Settings > Email Recipients has Alerts selected, then the failed ticket email will default to the email address configured under Setup > Account Settings > Account email. Refer to Email Recipients in Global Settings. The notification email will specify the error message and the reason for the error.

Be sure to review the What's Next tab in the integration setup card to learn about next steps for maximizing the integration, including video tutorials and links to pertinent instructions in the Datto RMM Help system and Autotask Help system.

If you disable the integration, you can choose to store or delete all of the integration and authentication settings. You can re-enable the integration at any time.

1. In Datto RMM, navigate to Setup > Integrations > Autotask.
2. The API Credentials tab is selected by default. Click Turn Off.
   
   
3. Select one of the following options:
   • Keep API Credentials, Users, Accounts, and Device mappings stored by Datto RMM: These settings will be retrieved should you choose to re-enable the integration in the future.
   • Delete API Credentials, Users, Accounts, and Device mappings stored by Datto RMM: You will reconfigure these settings should you choose to re-enable the integration in the future.
4. Click Confirm to execute the action or Cancel to close out of the dialog box.

You can also disable individual settings by turning off the enablement toggles in the integration setup tabs or by removing individual mappings.

Refer to Check synchronization issues (sync exceptions) in the legacy UI.

After you have configured the integration in Datto RMM, permissions need to be granted within Autotask to allow your resources to access the additional features from within Autotask.

Refer to this topic in the Autotask Help system: Resource permissions for the Datto RMM Integration.

After you have enabled SSO in Datto RMM and configured resource permissions in Autotask, you will be able to link your Autotask user profile and your Datto RMM user account.

Refer to this topic in the Autotask Help system: Linking or unlinking your Autotask and RMM user profiles.

If a monitor is configured to create a ticket when an alert is triggered for a Datto RMM device, and the device had already been mapped to an Autotask configuration item, Autotask will attempt to pull the following information from the configuration item:

• Contact
• Contract
• Service/Bundle
• Service Level Agreement (SLA)

Once the Autotask alert ticket has been created, the following information specific to Datto RMM will be available:

Section	Description
Ticket Category Ticket Type Ticket Title View Datto RMM Alert link	The ticket is automatically assigned the AEM Alert ticket category and the Alert ticket type. The ticket title will be constructed as follows: [Monitor Alert] ([Monitor Trigger]) for [Hostname] Click View Datto RMM Alert to open the alert in Datto RMM.
Description	The description will be constructed as follows: This alert ticket was generated from AEM alert #[Alert Number] for the trigger "[Monitor Alert] ([Monitor Trigger])" within the policy "[Policy]". We last saw this [Model] ([Manufacturer]) device online at [Last Updated] UTC. The last known user was "[Last User]". NOTE  The Datto RMM date/time format is used in the ticket description.
Activity tab	When an alert ticket is opened in Autotask, the following notes will be added to it by default: • Device Snapshot: Outlines metrics such as CPU Usage, Disk Space Usage, Memory Usage, Missing Patches. • Open Alerts: Shows other open alerts for the same device and for the same site. • Alert History: Displays the device's alert history in the last 24 hours/7 days/30 days. • Diagnostics: Displays diagnostic information about the device up to 32,000 characters. This note is added to the alert ticket only if diagnostic details are available in the alert. Refer to Single Alert View.
Datto RMM Device Insight	The Datto RMM Device Insight displays a variety of details about the device. It also allows you to use Datto RMM tools directly from within the Autotask alert ticket. Refer to Datto RMM and BCDR Device insights and Using Datto RMM and BCDR tools from Autotask in the Autotask Help system.
Configuration Item Insight	The Configuration Item Insight displays a variety of details about the configuration item in Autotask. Refer to Ticket insights in the Autotask Help system.

For more information, click the question mark icon in the upper-right corner of the Autotask page. You will automatically be directed to the appropriate topic in the Autotask Help system.

If your Autotask alert ticket is completed via a workflow rule, you can use the same workflow rule to trigger an extension callout to resolve your original Datto RMM alert (and all related alerts, as well). Or, if the Autotask alert ticket is not completed via a workflow rule, you can create a workflow rule to trigger an extension callout when an Autotask alert ticket is set to complete.

Extension callouts provide data for automatic (round trip) ticket closure for Datto RMM integrations. One of the actions a Service Desk workflow rule can perform in Autotask is to trigger an extension callout. The association of workflow rules with extension callouts allows you to trigger extension callouts when needed and only when needed.

To have a complete understanding of workflow rules and extension callouts, we strongly recommend reviewing the following topics in the Autotask Help system:

• Extension Callout (Tickets)
• Adding, editing, and copying workflow rules

IMPORTANT  Automatic Datto RMM alert closure will not occur unless, at the time the Autotask alert ticket is completed, an extension callout has been set up and has been associated with either the workflow rule that closes the ticket or a separate workflow rule that fires when an Autotask alert ticket is completed.

Step 1: Configure the extension callout

1. Log in to Autotask.
2. Navigate to Autotask menu > Admin > Extensions & Integrations > Other Extensions & Tools > Extension Callout (Tickets).
3. Click New Extension Callout.
4. Enter a Name for the extension callout.
5. Enter your Datto RMM platform URL in this format: <your-csm-url>/csm/autotask/resolveAlert

EXAMPLE  For example, if you are on the Merlot platform, the URL should look like this: https://merlot.centrastage.net/csm/autotask/resolveAlert

6. Set the HTTP Transport Method to POST.
7. Leave all of the other fields at their default selection. Ensure the Active check box is selected.

8. Click Save & Close.

Step 2: Associate the extension callout with a workflow rule

1. Make sure you have an Autotask Service Desk workflow rule that is set up to close your Autotask alert ticket or a workflow rule that is set up to fire when the Autotask alert ticket is completed. You can create a new rule or edit an existing one.

EXAMPLE  In this example, the workflow rule is set up to fire when the status of a ticket that was created from a Datto RMM alert changes to Complete.

NOTE  Only Autotask alert tickets with a status of Complete will be resolved by Datto RMM. If it has any other status when the workflow rule fires, it will be ignored by Datto RMM, and the alert will not be resolved.

2. In the Actions area of the workflow rule, select the correct extension callout from the Then Execute Extension Callout list.
   

3. Click Save & Close.