Using Add Ticket Email Service with remote monitoring applications

Several third-party application vendors provide monitoring system alerts that are compatible with the Autotask Add Ticket Email Service (ATES). User-configurable email alert templates, provided by the vendor, allow the Service Provider to include Autotask XML token information in the system alerts. The XML token contains key information and security authentication.

When ATES processes incoming emails, the email subject line becomes the ticket title and the email body becomes the ticket details in Autotask. Only emails with valid Autotask token information will be processed.

NOTE   Email alerts directed to ATES must be sent to addticket@autotask.net (for customers in the UK data center, to addticket@uk.autotask.net and for customers in the German datacenter, addticket@eu.autotask.net).

Before ATES can successfully process incoming messages, you must complete any setup required by the third party monitoring service vendor and complete the ATES setup in Autotask.

Specifying Add Ticket Email Service settings in Autotask

To use Add Ticket Email Service with third-party applications, an administrator must set up ATES and message template. Refer to The Add Ticket Email Service (ATES).

Vendor-specific configuration

Some third party vendors have provided user-configurable email alert templates or other features for use with ATES. Autotask Help provides additional vendor specific information and instructions where available. In most cases, we provide links to the vendor documentation or web site.

To access vendor information for integrations with ATES, locate your vendor in the list of Autotask extensions and partner integrations. If the integration application is not listed, or there is no documentation link, you must contact your monitoring service application vendor.