Autotask Setup Guide

Purpose

This document outlines the standardized steps for setting up an API integration between Autotask and Mizo, including security level configuration, API user creation, and Integration Vendor setup.

Section 1 – Setting up the base configuration in Mizo Console

Step 1: Configure Integration in Mizo

1. Log into the Mizo console.
2. In the left-hand menu, go to Integrations.
3. Select Autotask from the list.

Step 2: Enter Autotask configuration

1. Username:
   • Will be covered in section 4.
2. Password:
   • Will be covered in section 4.
3. Interface Language:
   • Select your preferred language.

Keep the configuration open in a browser tab, as it will be modified in the next sections.

Section 2 – Creating the Security Level in Autotask

Step 1: Log in to Autotask

• Sign in to your Autotask instance using an account with Administrator privileges.

Step 2: Navigate to Security Levels

1. Navigate to Admin > Resources/Users (HR) > Security Levels.

Step 3: Copy the API User Security Level

1. Find the API User security level in the list.
2. Click on it and select Copy.
3. Autotask requires extensive permission fine-tuning; using the API User template is the recommended approach.

Step 4: Configure Permissions

Edit the copied security level to ensure the following permissions are set.

Apart from those, everything else can be deactivated.

Step 5: Name the Security Level

1. Set the name of the new security level to Mizo API.
2. Click Save.

Section 3 – Configuring the Integration Center

Step 1: Navigate to the Integration Center

1. In Autotask, navigate to Admin > Extensions & Integrations > Other Extensions & Tools > Integration Center.

Step 2: Find the Mizo Integration Vendor

1. In the Integration Center, search for the Mizo Integration Vendor Name.
2. Click Edit to configure it.

Step 3: Activate the Integration

1. Set the integration status to Active.
2. Choose your Ticket Category: Select the ticket category where Mizo will be enabled.
3. Choose your Configuration Item Category: Select the appropriate configuration item category.
4. Enable Integration Vendor Ticket Insights: Check this option to enable Mizo insights in tickets.
5. Click Save.

Section 4 – Creating the API User

Step 1: Add a New API User

1. From the Integration Center, while still in the Mizo integration configuration, add a new API User.

Step 2: Configure the API User

1. Set the Security Level to Mizo API (the security level created in Section 2).
2. Set the email to [email protected].
3. Generate a username and copy it to a secure location (you’ll need this for the Mizo Console).
4. Generate a password and copy it to a secure location (you’ll need this for the Mizo Console).
5. Click Save.

Section 5 – Completing the Mizo Console Configuration

Step 1: Return to the Mizo Console

1. Go back to your Autotask Integration Configuration in the Mizo Console.

Step 2: Enter the API Credentials

1. Username: Paste the username you generated in Section 4.
2. Password: Paste the password you generated in Section 4.
3. Instance URL: Verify your Autotask instance URL is correct.
4. Language: Confirm your preferred language is selected.

Step 3: Validate the Integration

1. Click Save.
   • A green message should appear, validating that the Autotask API is properly reached.
   • If a red error message appears, validate that your values are correct and that all permissions from Section 2 are properly configured.

Step 4: Configure Scope

1. If there are no permission validation errors, scroll down to the Scope section.
2. Enable Queues: Select the queues where Mizo should be enabled and assignable.
3. (Optional) Disable for Specific Companies: If needed, select companies where Mizo should not process tickets.
4. Click Save.

Section 6 – Configuring Ticket Insights Display

Step 1: Navigate to Ticket Categories

1. In Autotask, navigate to Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories.

Step 2: Edit the Ticket Category

1. Find and select the Ticket Category you chose in Section 3.
2. Click Edit.

Step 3: Configure the Insight Tab

1. Open the Insight tab.
2. Locate the Mizo Assistant Insight in the available insights list.
3. Drag it to your preferred position in the visible section.
4. Click Save.

Section 7 – Test the Complete Setup

Step 1: Navigate to an Enabled Ticket

1. Go to any ticket in one of the queues you enabled in Section 5.
2. Open the ticket details.

Step 2: Verify Mizo is Processing

1. Look for the Mizo Assistant Insight section in the ticket view.
2. Mizo should appear and begin analyzing the ticket.
3. Information and recommendations generated by Mizo should be displayed.

Step 3: Watch Mizo in Action

• If Mizo is properly configured, you should see ticket analysis, suggested actions, and automation recommendations.
• If an error appears or Mizo is not visible, verify:
  • The ticket’s queue is enabled in the Mizo Console (Section 5)
  • The Ticket Category has the Mizo Insight enabled (Section 6)
  • All permissions are correctly set (Section 2)
  • Contact Mizo’s technical support if issues persist.

Troubleshooting

Integration not appearing in Integration Center

• Verify that your Autotask instance has access to the Mizo Integration Vendor. Contact Mizo support to ensure your instance is properly configured.

Permission validation errors in Mizo Console

• Return to Admin > Resources/Users (HR) > Security Levels in Autotask.
• Edit the Mizo API security level and verify all permissions from Section 2 are correctly set.
• Pay special attention to the Web Services API permission, which must be enabled.

Mizo Insight not visible in tickets

• Verify the Ticket Category configuration in Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories.
• Ensure the Mizo Assistant Insight is in the visible section of the Insight tab.
• Confirm the ticket you’re viewing belongs to the configured Ticket Category.

API authentication failures

• Verify the username and password were copied correctly from Section 4 to the Mizo Console.
• Ensure the API User’s security level is set to Mizo API.
• Check that the API User email is set to [email protected].