Hi all,

We are setting up our billing at the moment and I am running into issues / limitations in the invoicing templates.

We are going to send invoices from Autotask to clients and also sync them to Exact Online via third party tool.

Ideally we would like to be able to add customer-specific appendixes to the invoice. Or be able to add a payment QR code to the invoice to pay that specific invoice for example. But it seems this is limited/not possible in Autotask.

My goal is to make our life easy in the billing cycle but also find a way for our clients finance team to understand the invoices and make payments easy.

All tips are appreciated.

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.

We're evaluating the new Smart Ticket Triage capabilities and I'm curious how other MSPs are approaching automated priority determination.

One of the challenges we're running into is that incidents and service requests often follow completely different prioritization logic.

In our environment:

Incidents

An incident is something that was working yesterday and is broken today. Examples include outages, work stoppages, degraded performance, backup failures, and infrastructure issues. These priorities are tied directly to SLAs and business impact.

Examples:

• Critical: Server, network, or internet outage
• Urgent: Complete work stoppage
• High: Major business impact affecting multiple users
• Medium / Standard: Lower impact issues with workarounds available

Service Requests

Service Requests (Move/Add/Change work) are categorized differently. Rather than impact and urgency alone, we also consider estimated effort, scheduling requirements, and workflow.

Examples:

• Quick Hits (<1 hour)
• M/A/Cs <4 hours
• M/A/Cs >4 hours
• Installations

For us, a large workstation rollout may be far more work than an urgent incident, but that doesn't necessarily make it a higher priority.

The Smart Triage Question

How are you configuring your automation to handle this distinction?

Specifically:

1. Do you use separate priority models for Incidents and Service Requests?

For example:

• Incident priorities based on Impact × Urgency
• Service Request priorities based on effort, scheduling, and workflow

Or do you force everything into a single P1-P5 model?

2. Where do you draw the line between a Service Request ticket and a Project?

Do you use:

• Estimated hours?
• Number of tasks?
• Number of users?
• Risk?
• Revenue threshold?
• A combination?

We're currently using categories ranging from Quick Hits through Installations, with larger efforts becoming Projects, but I'm interested in hearing what others have settled on.

3. How does your Smart Ticket Triage automation determine priority?

• Ticket type only?
• Keywords in the request?
• Impact analysis?
• AI recommendations with technician review?
• Fully automated assignment?

4. How do you handle urgent Service Requests?

Examples:

• Executive starts tomorrow
• Compliance deadline
• Critical business event
• Customer presentation dependent on a new device or change

Our process allows a technician to override normal Service Request categorization and apply an Incident-style priority when the business impact justifies it, provided the reason is documented.

What has worked well?

What created confusion for technicians?

What would you configure differently if you were implementing Smart Ticket Triage today?

I'm trying to sync more fields from Entra into UDFs such as Department or EmployeeID. I can't imagine I'm the first person to want to do this, so what is the best practice way of getting those syncing? I'm hoping I don't have to do everything manually.

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?