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What does the integration offer?

Compass has an email integration with Autotask. Use the integration to send Autotask alerts to Compass API with detailed information. Compass acts as a dispatcher for Autotask alerts, determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

This document describes how to configure the integration and details of data that Compass receives from Autotask.

How does the integration work?

When an alert is created in Autotask, an alert is also created in Compass automatically through the integration.

Set up the integration

Autotask is an API integration. Setting it up involves the following steps:

  • Add an Autotask integration in Compass

  • Configure the integration in Autotask

Add an Autotask integration

Info

Bidirectional integrations aren’t supported in Free and Standard plans. All the other integrations are supported at a team level in Free and Standard; however, for their outgoing part to work, you need to upgrade to a higher plan. To add any integration at a site level through Settings (gear icon) > Products (under JIRA SETTINGS) > OPERATIONS, you need to be either on Premium or Enterprise.

Adding an integration from your team’s operations page makes your team the owner of the integration. This means Compass only assigns the alerts received through this integration to your team.

To add an Autotask integration in Compass, complete the following steps:

  1. Go to your team’s operations page.

  2. On the left navigation panel, select Integrations and then Add integration.

  3. Run a search and select “Autotask”.

  4. On the next screen, enter aname for the integration.

  5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

  6. Select Continue.
    The integration is saved at this point.

  7. Expand the Steps to configure the integration section and copy the email address.
    You will use this email address while configuring the integration in Autotask later.

  8. Select Turn on integration.
    The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Autotask

To configure the integration of Autotask with Compass, complete the following steps:

  1. In Autotask, go to Mailboxes > Manage Rules > Add Rule.

  2. From the Action menu, select Create Ticket using ATES.

  3. In Ticket Details, paste the email address copied previously into To*.

  4. Select Add.