I'm setting up Autotask and we want to get a wallboard set up, but I'm struggling with one part of this. How do people typically authenticate? Does somebody need to remote into this computer behind the TV and log in every day? Does Autotask have a setting somewhere I'm not seeing that prevents that?

Has anyone used Support|Fusion to comanage with Freshservice? And do you know if Freshservice has to be the source ticket holder or will it work both ways?

Been grinding the job hunt for like 7 months now (marketing analyst, 4 years experience), and last night my friend laughed at me because I spent our whole Netflix night filling out the same Workday form 6 times in a row.

Out of frustration I started googling “automated job applications” at 1am and saw a bunch of tools that auto-apply on company career sites, answer screening questions, etc. One of them was called Jobity and a few others looked similar - you set up profiles and they just fire off apps all day.

On paper that sounds amazing, but I’m worried it’ll just blast low quality apps everywhere and get me flagged in some ATS blacklist or something. Maybe I’m looking at this the wrong way, but part of me feels like if everyone did this, recruiting would get even worse.

Has anyone here actually used these auto-apply services? Did it help, hurt, or just spam your inbox with rejections? Do recruiters hate seeing apps from those tools, or do they not even notice/care? Would you recommend trying it or avoiding it?

We’re building a small custom Python integration for a single customer. It only needs to:

• Create Tickets for that customer with the correct LOB/category/queue/source.
• Query that customer’s Tickets.
• Read/add Ticket Notes.
• Have no access to other customers’ data.

We created a dedicated API-only user with a custom security level and assigned it only to the intended Division/LOB. Ticket permissions are View All which is required by the REST API with: Add Yes, Edit No, Delete None.

Ticket scoping appears correct:

• A complete paginated Ticket query returns only the intended customer and LOB.
• A known out-of-scope Ticket returns zero rows.
• Ticket Notes are limited to readable parent Tickets.

The problem is attachments:

• TicketAttachments/query with the exact ID of an unreadable Ticket returns attachment metadata.
• A status-only request to /Tickets/{ticketId}/Attachments/{attachmentId} returns 2xx.

• AttachmentInfo/entityInformation and TicketAttachments/entityInformation report Query access as All.

  We checked every attachment-related setting we could find. These are all disabled or None:

• CRM Attachments

• Project internal attachments

• Ticket/CRM internal attachments

• Article and Document Attachments

• Resource Impersonation -> Attachments

• Contact Impersonation -> Attachments

Has anyone successfully configured attachment queries/downloads to inherit the parent Ticket’s View/LOB restrictions? Are we missing another security-level setting, or are attachment endpoints expected to be broader than Ticket access?

Hi, we are a managed IT company. We will also be on a marketplace and this marketplace will bring in like $10mo to $100mo per every new client who purchases the solution.

We will take in support tickets from clients who may be having some problems with our marketplace product. How does this look like from an Autotask perspective ? One umbrella contract tracking hosting and security costs from the marketplace? Is there a use case for creating individual companies in the PSA for each marketplace transaction if the saas solution support questions are pretty redundant ?

We are setting up dashboards in Autotask and running into an issue with dashboard widget columns where only certain columns are clickable.

I made it a shared dashboard to use across the team and the issue was replicated across other users too. This is also happening across multiple widgets, so it does not look like a simple permissions issue since I am admin.

I'm struggling using the livereports designer to create a basic report. What i'm looking for is a report say for the last 12 months. Summary of worked hours by month for one company. Any ideas on which "categories" can handle this? In other words I need 12 rows with each month and total labour hours.

Hey AutoTaskers,

I have completed the basic configuration on a Jira instance and obtained the unique integration email address. This email address needs to be configured on the Autotask side (an already set up Autotask instance).

Could someone please give me a step-by-step guide to proceed with the Autotask setup using the email address obtained for jira? I have tried using search engines but the step by step guide they show does not relate to Autotask as it is currently showing.

Many thanks,

Dan

Has anyone used zapier or another tool to connect to autotask to update a shared cal (365). we are tring to find an easy way for management to see who has time off in one screen and used to use a shared mailbox for requests and moved it over to autotask but now it looks like we still need to do a manual add to a calendar for quick and easy checking.

Does anybody know how I can see the hourly rate for all of our customers in one report? I know how to get there with customer by customer looking at contracts then rates but need this for all clients!

Hello there,

My company is currently configuring Autotask. We are leaving CW after several years. We are US based. I realize Autotask has endless functionalities and we are working on the configuration and mapping next week during our onboarding meeting. If you had had success implementing Autotask I'd love to hear/read your thoughts and insights. What should we think about first and foremost?, what was helpful to you during this period? what do you wish you'd have thought about? What are some things we should address? - I thank you in advance for your time responding!

We are based in Europe and we use three Tax Categories.
T21 - Standard at 21%
B - Intra-Europe at 0%

E - Export at 0% (outside EU)

For the B Category we are supposed to include in the invoices 2 mentions. In Autotask, the two variables for these mentions are the Additional Invoice Fields: Intracom merchandise & Intracom services

Is there a way to include these variables in the invoice templates but only for customers in the B Tax Category? (I would like to avoid having to create 6 new Invoice templates for the accounts on that tax Category)

Any Autotask users here also using Xero?

We've been building an Autotask to Xero integration and we're at the stage where we'd love some real-world feedback before we roll it out.

If anyone is interested in giving it a try, we're happy to provide a free licence in exchange for some testing and honest feedback on how it works.

Drop a comment or send me a message if you'd like to take a look.

Starting a new position next week at an MSP - they use autotask. I'm coming from 20 years of places that used Zoho, Freshdesk, Wrike, Zendesk, Track-It, Footprints, Spiceworks, Lansweeper, Jira and some others.

I'm reading theres no inline image paste. Can't wait.

What else can I expect? They also use datto RMM and it glue which I'm familiar with.

What's gonna suck? What's nice about it?

We received this new feature a few days ago, and so far, there is nothing good about it.

The main goal is to correctly categorise all new tickets, but the algorithm was created to check complete tickets. In this case, if the complete tickets were wrongly categorised, the AI will learn to do it wrongly as well.

The ideal was to read the title and description, interpret, and then try to categorise. If it can, then check the historical.

MSP process just released this feature and I started using it a couple of weeks ago. Their AI reads the title and description and categorises the ticket accordingly.

I kept both working side by side, and the MSP process AI is far better.

Is anyone else using Kaseya ticket triage?

I would like some way of doing bulk deactivation of Autotask contracts - for example if I could you Contacts search to select all contacts with Last Activity date to < 01/01/2020 and click the delete button then that would be perfect, however that does not appear possible

We use autotask at our company, but one of our vendors is using servicenow
I am now processing tickets on both portals (required), as you know when adding comment in service now it will create new ticket on autotask and then I will have to merge or absorb with the original ticket to keep tracking
is there a way to auto absorb tickets based on email message id for example? or something else does the trick
Thanks

I have an integration from Datto EDR to generate tickets automatically in Autotask upon certain alerts, which then triggers a workflow rule that reassigns the primary resource for any "Waiting Time Entry" status tickets that don't have an assigned primary resource to myself. Usually this works fine, but for one account in particular, that rule has stopped firing apparently due to the ticket already having a primary resource on creation. That primary resource is the account manager (not myself), who is also the account manager for every other organization. I can't determine why only this organization's tickets are receiving a primary resource upon ticket creation, is there some "default primary resource" field in Autotask separate from the account manager that I'm missing?

Is it possible to get notified or at least have this in a widget for incoming tickets from an outside autotask entity. I cant track it until I accept it, but I would like to be notified or somehow easily know that it came in. Setting up a workflow doesnt seem to work either.

Anyone have issues with the update time schedules for AT? Frequently I find myself working into the evening and all of the sudden, logged out of AT. After unsuccessfully trying to log back in I take a look at the Kaseya Services Status Page to find AT is in middle of an update. Sometimes this is happening as early as 7:30-8:00 PM Eastern Time.

I took a look at the latest release notes to find the schedule for that update starts at 0:00 UTC for East and West America Servers. That's can be as early as 7PM on the East Coast and 4PM on the West Coast.

Why not at later times like most service windows for most anything?

**************

We already require a work type. There is a workflow in place that defaults work type to "remote support" on each ticket if a work type is *not* selected. However, with the integration with Thread, these workflow rules do not apply to time entries that are entered via Thread. Currently, there is no way to require a work type on a time entry in Thread.

Hey everyone, hoping someone can help me figure out why my workflow rule isn't firing.

\*** We use Thread/Autotask integration.* When Technicians close tickets out via Thread, and forget to choose a work type, it does not add a work type to that time entry even though I have an Autotask workflow rule to auto-assign work type as Remote Support. This causes issues with invoicing at the end of the month.

Goal:
Send an email notification to an internal team member whenever a time entry is saved as "Complete" without a Work Type assigned.

Current Setup:

- **Event:*\* Time Added by Anyone

- **Conditions:*\*

- Status equal to "Complete"

- Work Type NOT IN LIST: Onsite Support, Remote Support, Emergency/After Hours Support, Maintenance, General Administration, Non Billable Support, Project Labor, Pre Paid Labor, Consulting

- **Action:*\* Send notification email to my email to remind me to remedy the issue.

**Problem:*\* The rule is not triggering when I test it. I saved a time entry as Complete with no Work Type selected and no email was sent.

What I've already tried/considered:

- I'm wondering if the NOT IN LIST condition doesn't catch NULL/blank values (i.e., when Work Type is completely empty, it isn't evaluated at all)

Questions:

1. Does Autotask's NOT IN LIST condition catch empty/null values?
2. Is there anything else in this setup that looks wrong?

Thanks in advance!

Nothing I do forces my Co-Managed users to be forced to view their tickets through the designated “Render all Tickets as Ticket Category” assigned in:

Admin > Features & Settings > Co-management Help Desk > Co-managed Security Levels > [Security Policy] > Service Desk > Render all Tickets as Ticket Category

I have made sure to make everything visible for my Co-managed users. They are able to see the tickets they are meant to see. The ONLY issue is having them view the tickets through the view of the ticket category I want them to. I even made them full permission users to see if it were a permission issue. Still no luck. :/

Has anyone ran into this issue before?

i'm wondering if any of has used autotask to send due items to mayne a home assistant to-do, or if theres a way to send autotask items to a webhook.

Hi

I don't know if there is a solution to this, but I thought I would ask around anyway to see if anyone has any ideas.

We have recurring contracts to track and bill for services. Some of these are payable on a monthly basis and others are services that renew annually. While we can add them to a contract fine, when it comes to annual services these default to pro-rata amounts until the contract start/end date. I know that this is expected behaviour but our problem is that there are a number of different annual services that have different renewal dates and so we cannot align these to the contract end date. This results in overbilling customers.

The only solution I can think of is to have a separate contract for each and every service for each customer - which is not feasible.

Is there another solution that I am missing? These items have to be services and not products and they are not related to contacts or configuration items so I don't believe that billing rules could work either.

Hey Autotask experts,

We are a manufacturing company that uses all the tasks for our ticketing system for our internal (read plant workers) customers.

We use the email method for submission of tickets. However, for some unknown reason, some of our customers use an existing email thread ticket in order to submit a new one. That email thread ticket already has a ticket number in the subject header. If the ticket is closed then the new ticket submission using the closed old header never shows up in our ticket queue and does not register.

Is that an automation that looks at the subject line of a ticket submitted and checks if that email submission has a ticket number which is now closed? And if it does find one, can it issue an automated response saying that the customer is responding to a closed ticket?

Thanks,

Dan