Extension Callout (Tickets)

SECURITY  Security level with Admin permission to configure Other Extensions & Tools. Refer to Admin security settings.

NAVIGATION   > Admin > Extensions & Integrations > Other Extensions & Tools > Extension Callout (Tickets)

Data sent	Description
id	TicketID: can be used to identify the ticket when making a subsequent Web service call back to Autotask.
number	TicketNumber: can be used in the Autotask UI to locate the ticket.
status	TicketStatus: the current status of the ticket.
created_datetime	TicketCreatedDateTime: the date and time the ticket was created. Time is reported in Eastern time.
last_activity_datetime	TicketLastActivityDateTime: Time is reported in Eastern time.
domain	The client's Autotask login domain
udf	TicketUDFValue (Note that extension callouts work only with UDFs where Data Type = String).

For samples of possible data formats, refer to Data format samples.

The following samples are examples of different data format types that might be used by RMM integrations receiving extension callouts.

Name Value

id=8176&number=T20211120.0001&status=New&created_datetime=2021-11-20T10:43:34.9030000-05:00&last_activity_datetime=2022-03-25T11:23:58.6100000-04:00&domain=DEV3.COM&udf=MY_UDF_VALUE

Soap

<?xml version="1.0" encoding="utf-8"?>

<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">

<soap:Body>

<#METHODNAME xmlns="NAMESPACE">

<id>8176</id>

<number>T20211120.0001</number>

<status>New</status>

<created_datetime>2021-11-20T10:43:34.9030000-05:00</created_datetime>

<last_activity_datetime>2022-03-25T11:23:58.6100000-04:00</last_activity_datetime>

<domain>DEV.COM</domain>

<udf>MY_UDF_VALUE</udf>

</#METHODNAME>

</soap:Body>

</soap:Envelope>

 

Where NAMESPACE = #SOAPACTION.Replace(#METHODNAME, '')

 

ie. #SOAPACTION = "http://tempuri.org/MyWebMethod"

#METHODNAME = MyWebMethod

NAMESPACE = "http://tempuri.org"

XMLRPC

BEFORE YOU BEGIN  To fire, extension callouts must be associated with at least one ticket workflow rule that will trigger the callout. Make sure this workflow rule is available when you create or edit the extension callout. Refer to Configuring a workflow rule to trigger the extension callout.

To create or edit an extension callout, do the following:

1. To open the page, use the path(s) in the Security and navigation section above.
2. Click New or select Edit on an existing callout.
3. Populate or modify the following fields:
   

Field	Description
General tab
Name (Required)	Enter a name for the extension callout. This name will appear in the Extension Callout list page and should contain the name of the RMM application that will receive the callout.
Active	Selected (Active) by default. Clear the check box if you want the extension callout to be inactive. Inactive callouts appear in the list but are not available for use.
URL (required)	The URL used to access the remote monitoring service API, as provided by the remote monitoring service provider.
Username	The username used to authenticate to the remote monitoring service API, as provided by the service provider.
Password	The password used to authenticate to the remote monitoring service API, as provided by the service provider. NOTE  The password is masked and encrypted and is not visible to the API user when editing or creating an extension callout.
Ticket User-Defined Field	One of the ways to filter the tickets that will generate an extension callout is to use a UDF. When you select a user-defined field, the extension call will be triggered only for tickets that contain data in the selected UDF. NOTE   Only UDFs with a field type of Text are supported. For additional information on UDFs, refer to Managing user-defined fields.
HTTP Transport Method	The transport method required by the remote monitoring service API, as provided by the integration service provider. Note that the selection made here will impact the three fields below. Refer to the table to the right for a description of the valid combinations available for the two HTTP transport method options, GET and POST.	The following table describes the interaction between the HTTP Transport Method, Data Format, Method Name, and SOAP Action fields. HTTP Transport Method Data Format Method Name SOAP Action GET Name Value Pair Disabled Disabled POST Name Value Pair Disabled Disabled POST XML-RPC Enabled Disabled POST SOAP Enabled Enabled
Data Format	The data format required by the remote monitoring service API, as provided by the integration service provider. Refer to the table to the right for a description of the interaction with the HTTP transport method, method name, and SOAP action fields.
Method Name	The name of the method that will be called on the Remote Monitoring Service server, as provided by the integration service provider. Refer to the table to the right for a description of the interaction with the HTTP transport method, method name, and SOAP action fields.
SOAP Action	Data for the HTTP Request Header that must be sent when the data format is SOAP, as provided by the integration service provider. This field is enabled only when the data format is SOAP.
Do not generate e-mail notification unless a failure is detected.	Select this check box to send email notification only if the extension callout fails. IMPORTANT  Make sure to select a recipient on the Notification tab.
Workflow Rules tab
Workflow Rule Name	An extension callout must be associated with a Workflow Rule that has been set up to trigger the extension callout. This tab is automatically populated with the name of one or more workflow rules that have been configured to trigger the callout. For new extension callouts, you must create or edit a workflow rule and set the rule to trigger this callout. Refer to Configuring a workflow rule to trigger the extension callout. NOTE  You cannot select workflow rules on this page.
Active	Indicates whether the workflow rule is active. Inactive workflow rules do not fire.
Notification tab
Notification	Click one or more check boxes to select Autotask resources who will receive notifications when the extension callout is triggered. If the resource has multiple email options, select the preferred options. IMPORTANT  All selected recipients will be notified when a callout is triggered. To trigger notifications only if a callout fails select the Do not generate e-mail notifications unless a failure is detected check box on the General tab. NOTE  If no notification is sent, no note is added to the ticket.

4. Click Save & Close.

You can edit an existing workflow rule to trigger the extension callout or create a new rule. If you are unfamiliar with Autotask workflow rules, you can get your extension callouts up and running with a very simple workflow rule. The basic rule will trigger the extension callout for the ticket-related events specified in the table below.

You can return if you like at a later time to edit the rule and refine the conditions that trigger the extension callout. Refer to Adding, editing, and copying workflow rules.

1. Navigate to > Admin > Automation > Workflow Rules > Workflow Rules > Workflow Rules.
2. On the Service Desk tab, click New.
3. Set up the new workflow rule as described below.

Field	Description
General
Workflow Rule Name	Enter a descriptive name.
Active check box	Note that the Active check box is selected, and the workflow rule will go into effect as soon as you save it.
Description	Enter a description that indicates what the rule accomplishes.
Documentation URL	If you have a document with text or diagrams that explain how this workflow rule works in your company's process, enter a link to it here.
Events
Events	Select the first four check boxes: Created by Anyone, Edited by Anyone, Note Added by Anyone, Time Added by Anyone.
Conditions
No conditions are needed for this workflow rule.	You may want to specify a Ticket Status so the callout is only triggered when the ticket is complete.
Time Sensitive
Time Sensitive settings should not be applied to this workflow rule.	Do not select anything.
Updates
No updates are needed for this workflow rule.	Do not select anything.
Actions
Then Execute Extension Callout:	Select the newly created extension callout from the list.
Add Ticket to Primary Resource’s Work List	This check box does not apply to extension callouts. Leave it cleared.
Actions: Create To-Do(s)
No To-Dos are needed for this workflow rule.	Do not select anything.
Actions: Create Ticket Note
Actions: Create Ticket Note	Optionally, select this to add a note to the ticket.
Publish To	Select who can view the note. Refer to Publish To - Notes.
Append to Resolution	Select this option to have the content of the note appended to the text in the Resolution field of the ticket.
Title	Enter a title for the note.
Description	Enter the text of the note.

4. Click Save and Close.
5. Return to the extension callout and check that the workflow rule appears on the Workflow Rules tab. The workflow rule must be active to trigger the extension callout.

NOTE  If you selected a UDF when you set up the extension callout, the callout will only be triggered by tickets that have a value in the selected UDF.