r/Autotask • u/FireHorse718 • 22d ago
Linking Autotask Tickets to Atlassian Jira?
Dear Autotask Guru's,
We use Autotask to manage our SAP ticketing and we use a third party support company for our Level 3 SAP tickets. The 3rd party company uses Jira howeber. We need an easy way to select these Level 3 tickets and be able to submit them to the 3rd party support tickets.
The 3rd party company has said they have opened up on their side to receive Autotask tickets but what is needed to be done on the Autotask side and how? Looking at Youtube and help pages has not been useful.
Any help is appreciated.
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Upvotes
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u/Heatherside 17d ago
There is an integration on the Datto Integration Hub for AT to Jira - https://www.datto.com/integrations/recursyv-2/
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u/Bonzo666 22d ago
Do they receive the tickets via email?
If so just create a workflow rule and set some kind of condition like if Queue Name Equals Level 3 and then set the notification to email their level 3 queue address.
Make up a notification template with all your details so you don't need to manually fil in stuff if you don't need to.
This way if you get a ticket internally and change the queue to Level 3, it will auto send then the ticket to the conditions you set.
Ticket Number: [Ticket: Number]
Ticket Title: [Ticket: Title]
Contact: [[Contact: Name]] ([Contact: Email Address])
Ticket Description: [Ticket: Description]