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Barracuda RMM
formerly Managed Workplace
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Configuring the Integration in Service Center

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The following are the steps to configure the integration in Service Center:

  1. Review Networking Requirements
  2. Installing the Autotask Service Desk Module
  3. Completing the Service Desk Configuration
  4. Modifying Web Service Credentials
  5. Updating Site Account Mappings
  6. Modifying Ticket Status Mapping
  7. Modifying Ticket Defaults
  8. Modifying Asset Type Mapping
  9. Modifying Asset Synchronization Settings
  10. Modifying Ticketing Options
  11. Post-Upgrade Autotask Clean Up
Networking Requirements

Autotask restricts outbound connection to the following:

  • 80 - This port only accepts HTTP
  • 443 - This port only accepts HTTPS
  • 2610 - This port accepts HTTP or HTTPS

This means that your SCMessaging website or virtual directory must run on one of the allowed ports, or else Autotask will not ba able to make a successful connection.

Installing the Autotask Service Desk Module

The service desk module that makes the integration with Autotask possible can be installed from the Update Center.

  1. In Service Center, click Update Center > Components.
  2. Click Service Desk Modules.
  3. Click New.
  4. Select the check box beside Autotask Service Desk Module.
  5. Click Install.
Completing the Service Desk Configuration

Ticket status mapping between Autotask and Barracuda RMM is two-way, which means that you can select the appropriate Autotask ticket status for ticket updates from Barracuda RMM, and you can select the appropriate Barracuda RMM ticket status for ticket updates from Autotask. This two-way mapping allows you to control how statuses are mapped when the number of statuses between the two systems is inconsistent. It is strongly recommended that you maintain consistency in status mapping between the two systems.

You can create custom ticket statuses in Barracuda RMM in addition to the four system statuses, to map to Autotask ticket statuses. For more information, see Creating Custom Ticket Statuses.

  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. In the Name box, type a name for the Autotask integration.
  4. In the Description box, type a description of the Autotask integration.
  5. In the User Name box, type the Autotask user name. The user must have administrator permissions in Autotask.
  6. In the Password box, type the Autotask password.

  7. In the Website URL, type the URL for your specific Autotask host.

    To find the URL for your Autotask host, go to www.autotask.net, and log in. Your URL will be the text between "https://" and the / character. For example, www17.autotask.net or www20.autotask.net.

  8. To require that any future configuration to the Autotask service desk module requires a password re-entry, select the Require password re-entry to configure this service desk module check box.
  9. Click Next.
  10. Choose Barracuda RMM sites to map to Autotask accounts by doing the following:
    • From the Barracuda RMM Sites list, select a site.
    • From the Autotask Accounts list, select an account.
    • Click Link.

    The table lists all the mappings you have created so far. You can click Unlink to undo the association between Service Center sites and Autotask accounts, if necessary.

  11. Click Next.
  12. Map ticket statuses by doing the following:
    • For each of the Barracuda RMM ticket statuses, select an appropriate Autotask ticket status.
    • For each of the Autotask ticket statuses, select an appropriate Barracuda RMM ticket status.

    In addition to the four standard Barracuda RMM ticket statuses, there may be custom Barracuda RMM ticket statuses available for you to map.

  13. Click Next.
  14. In the Ticket Defaults section, do the following:
    • Select a default source from the Source list.
    • Select a default priority for tickets from the Priority list.
    • Select a default queue for tickets from the Assigned Queue list.

    • Select a default work type for tickets from the Work Type list.

    • Select a default issue type for tickets from the Issue Type list.

    • Select a default sub-issue type for tickets from the Sub-Issue Type list.

    • If desired, type numerical values for the number of Days, Hours and Minutes to offset the due date of tickets.

  15. Click Next.

  16. For each Barracuda RMM asset type, select the corresponding Autotask asset type.

  17. Click Next.

  18. Type in the time you would like to run the daily asset synchronization between Barracuda RMM and Autotask. Alternatively, use the time picker to select a time.

    The Sync Now button is not enabled until after the configuration is completed.

  19. To view an asset synchronization log file, click a View Log link in the Log File column. The log file opens as a .txt file.

  20. Click Next.

  21. By default, all tickets are sent. You can filter the tickets that are sent by clearing the check box beside any of the following:

    • To exclude site-based tickets, clear the All site-based tickets check box, or click the + icon beside the check box and clear any of the following: Manual tickets, Site not communicating, Loss of monitoring protocol, and New device tickets.

    • To exclude website-based tickets, clear the All website-based tickets check box.

    • To exclude all device-based tickets, clear the All device-based tickets check box.

    • To exclude device-level monitor tickets, click the + icon beside the All device-based tickets check box to expand it, and then clear the Device-level monitor tickets check box.

    • To filter policy module tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy modules option button. Click Add, then select the check box that corresponds with each policy module you want to add. Click Apply.

    • To filter policy set tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy sets option button. Click Add, then select the check box that corresponds with each policy set you want to add. Click Apply.

  22. Click Save.

Modifying Web Service Credentials

If changes to the dedicated integration account’s credentials have been made in Autotask, you must update the service desk module configuration in Service Center.

  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Modify the Autotask user name, Password, or Website URL as required.
  4. To require that any future configuration to the Autotask service desk module requires a password re-entry, select the Require password re-entry to configure this service desk module check box.
  5. Click Save.
Updating Site Account Mappings
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Site Account Mapping.
  4. Choose Barracuda RMM sites to map to Autotask accounts by doing the following:
    • From the Barracuda RMM Sites list, select a site.
    • From the Autotask Accounts list, select an account.
    • Click Link.
  5. Click Save.
Modifying Ticket Status Mapping
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Ticket Status Mapping.
  4. For each of the Barracuda RMM ticket statuses, select an appropriate Autotask ticket status.
  5. For each of the Autotask ticket statuses, select an appropriate Barracuda RMM ticket status.
  6. Click Save.
Modifying Ticket Defaults
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Ticket Defaults.
  4. Modify the ticket defaults by doing any of the following:
    • Change the default source from the Source list.
    • Change the default priority for tickets from the Priority list.
    • Change the default queue for tickets from the Assigned Queue list.
    • Change the default work type for tickets from the Work Type list.
    • Change the default issue type for tickets from the Issue Type list.
    • Change the default sub-issue type for tickets from the Sub-Issue Type list.
    • If desired, type numerical values for the number of Days, Hours and Minutes to offset the due date of tickets.
  5. Click Save.
Modifying Asset Type Mapping
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Asset Type Mapping in the right sidebar.
  4. For each Barracuda RMM asset type, select the corresponding Autotask asset type.
  5. Click Save.
Modifying Asset Synchronization Settings
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Asset Synchronization.
  4. Enter the time you would like to run the daily asset synchronization between Barracuda RMM and Autotask. Alternatively, use the time picker to select a time.
  5. Click Save.
Modifying Asset Sync Options
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Asset Sync Options.
  4. Select one of the following options:
    • Create and update assets—Creates new assets and updates existing assets on a regular basis.
    • Create assets only—Creates new assets, but existing assets are not updated. If you make editing to configuration item fields in Autotask often, you may want to choose this option.
  5. Click Save.
Modifying Ticketing Options
  1. In Service Center, click Configuration > Integrations  > Service PSA Integrations.
  2. Click Autotask Service Desk Module.
  3. Click Ticketing Options.
  4. By default, all tickets are sent. You can filter the tickets that are sent by clearing the check box beside any of the following:
    • To exclude site-based tickets, you can clear the All site-based tickets check box, or you can click the + icon beside this check box and clear any of the following: Manual tickets, Site not communicating, Loss of monitoring protocol, and New device tickets.
    • To exclude website-based tickets, clear the All website-based tickets check box.
    • To exclude all device-based tickets, clear the All device-based tickets check box.
    • To exclude device-level monitor tickets, click the + icon beside the All device-based tickets check box to expand it, and then clear the Device-level monitor tickets check box.
    • To filter policy module tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy modules option button. Click Add, and select the check box that corresponds with each policy module you want to add. Click Apply.
    • To filter policy set tickets, click the + icon beside the All device-based tickets check box to expand it, and then select the Filtered policy sets option button. Click Add, and select the check box that corresponds with each policy set you want to add. Click Apply.
  5. Click Save.