Anchor - Integrate Anchor with Autotask

Overview

Autotask is a complete Professional Services Automation (PSA) platform that allows companies to develop, sell, bill, and implement technology solutions.  

If your company uses Autotask, you can optionally integrate this platform Anchor.  Specifically, when you integrate Anchor with Autotask, you can map organizations in Anchor to accounts within Autotask. Additionally, Anchor allows you to push system activities to a specific support queue within Autotask.

The following steps are required to integrate Autotask with Anchor:

• Create an API user in Autotask.
• Enter Autotask credentials in Anchor.
• Configure alerts to be sent to Autotask.

Note: You must have administrative access to Autotask in order to complete these integration steps. 

If you integrate Anchor with Autotask, you must update your credentials by December 31, 2019 or you will not receive PSA tickets from Anchor.

Step 1: Create an API User in Autotask

When integrating Autotask with Anchor, the administering Autotask resource account must be configured as an API user.

You can either create a new resource account or update an existing resource account.

In this example, we will create a new resource account.

1. Hover your mouse over the Autotask icon to activate the main navigation menu.
2. Point to the Admin tab and select Resources (Users).
3. Click the New button to create a new resource user.
4. Click the General tab and enter basic account information.

• In the First Name field, enter a first name of the resource.
• In the Last Name field, enter a last name of the resource.

5. Click the Security tab and create login credentials. 

• In the Security Level field, select API User (System).
• In the API Tracking Identifier field, select the Integration Vendor option and then select Axcient-Anchor from the drop-down menu. 

6. Using the main navigation menu, point to Admin and select Features & Settings.
7. Click to expand the Resources/Users accordion menu and select the Protected Data Permissions link.
8. Find the resource account and ensure the View Protected Data checkbox is selected.
9. Click the Save button when you are finished.

Step 2: Enter Autotask Login Credentials in Anchor

After the API user is configured in Autotask, you will need to enter these credentials in the Anchor administrative web portal

1. In the Organization navigation menu, select the master level organization. The master organization displays.

2. In the master level organization, click the Settings tab. The Settings page displays.

3. Click the PSA tab. The PSA Settings section displays.

4. In the PSA Mode field, select the Configure a New PSA System radio button. The page expands to allow you to select the appropriate PSA system.

5. In the PSA System drop-down menu, select Autotask. The page expands to show Autotask credential fields.

6. In the Login and Password fields, enter administrative credentials for the Autotask system.

7. Click the Save button to continue. The page expands to display the Autotask Ticket Settings section of the page.

8. In the Autotask Ticket Settings section, configure default ticket settings:

• In the Account drop-down menu, select the Autotask account associated with the organization. 
• In the Days Until Due field, enter the number of days in which the ticket should be addressed.
• In the Priority drop-down field, select the priority level of the ticket.
• In the Queue drop-down field, select the Autotask Queue where this ticket will display. 
• In the Status drop-down field, select the status level of the ticket.
• In the Source drop-down field, select the source category of the ticket.

Note: You will be able to customize ticket settings for each of your organizations after you configure the initial default settings.

9. Click the Save button when you are finished.

After initial login credentials have been configured, you can link your organizations to an Autotask account.

Link Organizations to Autotask Accounts

After initial login credentials have been configured, you can link your organizations to an Autotask account.

1. In the Organization navigation menu, select the organization for which you want to configure Autotask settings. The organization displays.

2. In the selected organization, click the Settings tab. The Settings page displays.

3. Click the PSA tab. The PSA Settings section displays.

4. In the PSA Settings section, select the Use Parent Organization PSA System with Custom Ticket Settings radio button.

5. In the Account drop-down menu, select the Autotask account that matches the specific organization. The fields will automatically populate based on your default settings configured in the steps above.  

6. Click the Save button when you are finished.

Step 3: Set Up Alerts

When the organization is linked with an Autotask account, you can set up alerts that will display in the Autotask system.

1. While still in the organization, click the Activity tab. The Activity Log page displays.

2. In the Activity Log page, click the Create Alert button.

The Alerts page displays.

3. In the Alerts page, configure alerts, making sure to click the PSA System checkbox.

For more information on configuring alerts, please reference the How to Create Activity Alerts Knowledgebase article.

4. You will now be able to view alerts in Autotask for the appropriate account.