About the integration
The integration of Autotask PSA and Autotask Endpoint Management (AEM) has been
improved significantly in functionality.

AEM users can now be mapped to PSA resources and roles.

Each monitor type and the end client Agent tickets can be configured to create tickets
in PSA in designated queues, with configurable issue, sub-issue, work type and ticket
note defaults. The defaults can be overridden for specific monitors.

AEM device types can be mapped to Autotask PSA products and Configuration Item
Types.

*New* Enable the single sign-on (SSO) functionality to allow you to be automatically
logged in to AEM if you are already logged in to PSA and click an SSO-enabled link.

*New* Make your workflow simpler by having your PSA alert ticket self-heal or clear
automatically when the corresponding AEM alert is resolved. You can also specify when
an AEM alert should be considered repeating or related to another alert.

*New* Use AEM-specific attributes in PSA workflow rules.

*New* Access AEM alert and device dashboard tabs in PSA.

*New* Map AEM devices to billing contracts in PSA.

*New* Access a number of AEM tools right from PSA using right-click and context
menus.

*New* Dashboards have been configured based on the additional device data that is
now synced between AEM and PSA.
Setup Instructions
Please follow the instructions below for your business case. If this is the first time enabling and
setting up the Autotask Integration please proceed to our online help documentation for setup
instructions: Autotask PSA and Endpoint Management Integration. If the Autotask integration
was set up in the past and are now setting up the additional features please continue. Once
finished navigate to the second section of this document regarding the Autotask PSA setup.
Autotask Integration Enhanced Feature Setup
This section is streamlined for the setup of the new Advanced Integration Feature Set.
Access the Autotask integration page
Once you have downloaded the Autotask component, you can access the Autotask integration
page.
1. Click Account in the AEM Web Portal.
2. Click the Autotask tab.
Reset Integration Status
The first step in the integration setup process is to reset the integration status to ensure a fresh
connection between AEM and Autotask PSA.
1. Turn the Integration Status off and then turn it back on.
Turning the Integration Status off will not make any changes to your preset options.
2. Under General Settings, click Run setup wizard....
The setup wizard opens the Autotask credentials page.
3. Re-enter your Autotask PSA Username and Password.
4. Click Test connection...
If the credentials are valid, a green check mark will appear.
5. Click Next.
6. On the Select account types page, select the PSA company types you want to
retrieve.
7. Click Next.
8. On the Map Autotask resources page, you can map your AEM users to specific
resources and roles in Autotask PSA. This step is optional.
This is used when a ticket is mapped from AEM to PSA and it gets assigned to a
primary resource and role in PSA.
9. Click Next.
10. On the Review Autotask Setup page, review the setup options you have selected
so far.
12. Click Save setup and confirm your request in the dialog box by clicking on OK.
Configure Single Sign-On
Single sign-on (SSO) is an authentication process that allows a user to enter one username and
password to access multiple (connected) systems.
If you would like to permit to be automatically logged in to AEM when clicking an SSO-enabled
link from PSA, locate the Sync section on the Autotask integration page and enable the Single
Sign-On option.
If you are using Two-Factor Authentication, it should be enabled in both Autotask PSA
and AEM so users are always prompted for a one-time password when they log into the
first application.
1. Navigate to the Sync section of the Autotask Integration.
2. Click the Single Sign-On button so that it displays On.
You can set up the Autotask integration for multiple AEM accounts that can all link to
the same PSA database, however, only one of these AEM accounts can have single
sign-on enabled.
Configure device synchronization
Even though you may have already synced devices to Autotask, this step is required so the new
additional fields will appear in Autotask PSA
1. Navigate to the Device sync sub-section of the Autotask Integration.
2. Click the Sync devices now… button so that a bulk device sync is queued.
Configure alert rules
Alert rules allow you to handle AEM alerts and their corresponding Autotask PSA alert tickets.
You can configure alert rules that specify when an alert is considered a repeat of a previous
alert (same monitor generates an alert on the same device within a specified time), or a related
alert (different monitor generates an alert on the same device within a specified time). Both
events generate a ticket note in PSA, making you aware of the context for the alert ticket.
Additionally, if an alert clears, you can specify how to handle the corresponding PSA ticket if
the status is New, and if the status is not New or Complete.
1. Navigate to the Alert Rules sub-section and click Setup...
2. Configure your alert rules:
Repeating and Related Alerts
Alert rule
You can define when you consider and AEM alert to be repeating or related.
• On the Repeating Alerts page, check the check box of Consider an AEM alert to be
repeating if any Autotask alert tickets had been created for the same monitor and same
device...
• On the Related Alerts page, check the check box of Consider an AEM alert to be related if
any Autotask alert tickets had been created for the same device (but a different monitor
type)...
Time
threshold
Once any of the above check boxes has been set to active, you can set a time threshold to be
used with these alerts. Select minutes, hours, or days from the drop-down list and enter a
number in the field.
The maximum value in each of the fields is 60 days / 99 hours / 999 minutes. You can
only use integers.
Self-Healed and Cleared Alerts
Alert rule
You can define how an alert should self-heal or clear.
• To enable self-healed alerts handling, check the check box of If an AEM alert clears and its
corresponding Autotask alert ticket's status is New (self-heal), add a note to the existing
Autotask alert ticket...
• To enable cleared alerts handling, check the check box of If an AEM alert clears and its
corresponding Autotask alert ticket's status is NOT New or Complete, add a note to the
existing Autotask alert ticket ...
Status
change
Once any of the above check boxes has been set to active, you can set the status of the
Autotask alert ticket by choosing it from the drop-down list.
The drop-down contains all active statuses as configured in PSA. Choose No change if
you would not like the status to get updated.
3. Click Next.
4. On the Alert Rules Review page, review the alert rules you have configured.
5. Click Save settings.
If you are going to use the repeating / related alert functionality in AEM, make sure that
duplicate ticket handling for configuration items is disabled in PSA or at a minimum,
configured not to override the AEM threshold settings. For more information, refer to
this topic in the PSA Online Help: Configure the Duplicate Ticket Handling System
Setting.
Autotask PSA Setup
This section is to be used after the Advanced Integration setup has been completed within
AEM.
Configure resource permissions for AEM
After completing the initial setup of the Advanced Integration within AEM, permissions need
to be granted within Autotask PSA to allow users to access the Autotask PSA additional
features.
1. Navigate to Autotask Menu > Admin > Extensions & Integrations > Endpoint
Management > Advanced Endpoint Management Integration.
2. Select the resources to be enabled for the Advanced Integration feature set within
Autotask PSA.
3. In order for all changes to take effect, the resource will have to log out and log in.
4. This completes the core setup of the Autotask PSA and AEM Advanced Integration
Single Sign-On Setup
Single Sign-On (SSO) enables a “single pane of glass” in which Autotask PSA and AEM can be
accessed. Autotask PSA Accounts can be accessed through AEM, while AEM Devices and
Profiles can be accessed within Autotask PSA.
1. Navigate to Autotask Menu > Endpoint Management.
The Endpoint Management login page will open.
2. Enter your login credentials, and one-time password if you use two-factor
authentication.
When you have logged in successfully, you will see the following prompt: "Do you wish
to link your Autotask username to this Endpoint Management username? If you do, you
will no longer be required to enter your credentials when linking between Autotask and
Endpoint Management."
3. Click Yes to create the linkage that will enable single sign-on between Autotask and
Endpoint Management. Click No to proceed without permanent linkage.
When establishing the SSO link, make sure that you link your PSA database to the correct
AEM account, that is, ensure that the AEM login credentials you enter belong to the
AEM account integrated with your PSA database.
To learn how to link or unlink your PSA user profile and AEM user account in PSA, refer
to this topic in the PSA Online Help: Link / Unlink Your PSA and AEM User Profiles.
Additional Features
AEM new profile mapping
Users can now map an AEM Profile to an Autotask Account upon the creation of a new profile.
1. Within AEM, Navigate to Profiles > Add Profile.
2. Enter in the New Profile information.
3. Click Create.
4. Change the Profile Mapping settings for the newly created profile.
Map Profile
Create a new Account for this
profile
You can create a new Account within Autotask PSA that will map to this
Profile.
A phone number and Account Manager are required for this
option.
Map the profile to an existing
Account recommended by the
system
You can map the Profile to suggested Accounts within Autotask PSA based
on the Profile Name.
Map the profile to a different
You can map the Profile to any pre-existing Account within Autotask PSA.
existing Account of your choice
Do not map this profile to an
Account
This will create the Profile without mapping it to an Account within
Autotask PSA.
This option does not allow tickets to be created for the profile.
Autotask PSA standard dashboard tabs
There are two new default tabs which contain widgets that provide data for AEM Alerts and
AEM Devices.
1. Click the + sign in the tab strip or,
Click the dashboard icon
and select Add New Tab.
2. In the Add New Tab dialog, select Start with a copy of a default tab.
3. Choose either AEM Devices or AEM Alerts
Although any user can add any default tab, the tab widgets display only the data that the user
has security level permission to access; the AEM tabs will not display any data unless the AEM
Advanced Integration is activated.
The Alert Tab will only show AEM Alerts that became tickets within Autotask PSA. If there are
monitors or alerts that are set up not to create a ticket in the Autotask PSA, it will not be
included.
Autotask additional device fields and tools
AEM device information and tools are now available within Autotask PSA.
The new fields are located within the section called Details from Endpoint Management and
can be found within the device’s associated configuration item. These fields include:

Hostname, domain, and additional IPs



Manufacturer and model
Operating system name, version and service pack
Architecture, processor and memory
These new fields are also available within Widgets, LiveReports and Data Warehouse.
The tools can be accessed from within the device’s associated configuration item or by viewing
an Autotask PSA ticket associated to that device. These options include:




Open Device
Screenshot and Open Agent Browser
RDP, VNC and Splashtop
View Endpoint Management Alert (this is only accessible through a ticket)