The Addigy and Autotask integration connects your device monitoring to your PSA, so alerts raised in Addigy automatically become tickets in Autotask. It also syncs your Addigy devices into Autotask as Configuration Items, giving your technicians device context on the ticket without leaving Autotask.
Overview
Once enabled, the integration does two things for you:
- Creates tickets from Monitoring alerts. When a Monitoring item's condition is met on a device, Addigy opens a ticket in Autotask instead of relying on email notifications alone.
- Syncs devices as Configuration Items. Devices in an Addigy policy that is linked to an Autotask account appear in Autotask as Configuration Items, and tickets are linked to the Configuration Item for the device that raised them.
This is built for teams who run Autotask as their system of record for support work. Instead of watching two consoles, your technicians work the queue in Autotask while Addigy handles detection and, where you have configured it, automatic remediation.
Prerequisites
Before alerts will flow into Autotask, you need all of the following in place:
- An Autotask API user. This is not the same as the admin account you use to sign in to Autotask, and an admin account cannot be used for the integration.
- The API user must have at least Edit Unprotected Data and View Unprotected Data permissions, or device syncing may fail.
- Webhooks enabled on the API user, if you want tickets closed in Autotask to also close the corresponding alert in Addigy.
- The Autotask integration enabled in Addigy under Account > Integrations > 3rd Party Integrations.
- At least one Addigy policy linked to an Autotask account.
- A Monitoring item with Create Support Ticket enabled.
For the full setup walkthrough, see How To Enable the AutoTask Integration and How to create an API user in Autotask.
How Tickets Are Created
Enabling the integration does not by itself create tickets. Ticket creation is controlled per Monitoring item, which lets you send only the alerts that warrant technician attention to your queue.
- Open the Monitoring item in your Catalog.
- Enable the Create Support Ticket option.
- Save the Monitoring item and assign it to a policy that is linked to an Autotask account.
If Create Support Ticket is left unchecked, the alert still triggers in Addigy but no Autotask ticket is created.
Note: The Create Support Ticket option only appears on a Monitoring item once a ticketing integration has been configured for your account.
Alert and Ticket Lifecycle
Addigy keeps the state of the alert and the state of the Autotask ticket aligned, so your technicians are not closing tickets for problems that have already resolved themselves.
- If Automated Remediation is configured on the Monitoring item and the remediation resolves the issue, both the alert and the associated ticket are closed.
- If you close the alert manually in Addigy, the associated ticket is closed in Autotask. Closing the ticket in Autotask closes the alert in Addigy.
- If a ticket for a Monitoring item is closed and the identical alert is received again, the closed ticket is reopened. An alert is treated as identical when the alert name, alert fact, alert value, and device all match.
Integration Settings
Use Device Name field as Reference Name in Autotask
Enable this to carry the device name from Addigy into the Reference Name field of the Autotask Configuration Item, which makes devices easier to identify in Autotask. If this option is disabled, Addigy does not populate the Reference Name field.
Sync existing devices using only the Serial Number
This setting controls how Addigy matches a device to an existing Configuration Item in Autotask. Enabling it is recommended, because it prevents Addigy from creating duplicate Configuration Items for devices that are already in your Autotask account.
- Enabled: Addigy matches devices to Autotask Configuration Items using the device Serial Number. If a Configuration Item with that serial number already exists in Autotask, Addigy syncs to it rather than creating a new one.
- Disabled: Addigy requires additional attributes beyond the Serial Number to match, so a device that exists in Autotask under different attributes will not be matched.
Where multiple Configuration Items share a serial number, Addigy activates the matched Configuration Item and sets the others to inactive.
Syncing Addigy Device Facts to Autotask
You can push Addigy Device Facts into Autotask as User Defined Fields on the Configuration Item Type entity. This puts live device detail, such as OS version or disk space, directly on the Configuration Item your technicians are already looking at.
- Navigate to Account > Integrations > 3rd Party Integrations and open the Autotask configuration.
- Choose the facts you want under the Select device facts to sync to Autotask dropdown.
The User Defined Fields appear in Autotask after devices have synced with a policy that has Autotask enabled. Each field created by Addigy has [Addigy] appended to its name so you can distinguish it from your own fields.
Configuration Item Behavior
Configuration Item status follows policy membership in Addigy, so your Autotask inventory reflects the devices you are actually managing:
- When a device is added to a policy linked to an Autotask account, its Configuration Item in Autotask is set to active.
- When a device is removed from a policy linked to an Autotask account, its Configuration Item in Autotask is deactivated.
- Tickets raised by a device are created in Autotask and linked to that device's Configuration Item.
Duplicate Ticket Handling in Autotask
Review the Duplicate Ticket Handling settings in your Autotask account before you go live, because they determine how aggressively Autotask collapses incoming Addigy alerts into a single ticket.
- With the second option selected, all tickets from the same device received within the specified time window are treated as duplicates, regardless of which alert raised them.
- If you want only genuinely repeated alerts treated as duplicates, meaning the same alert name, alert fact, alert level, alert value, and device, select the first option instead. This is our recommendation.
Frequently Asked Questions
I enabled the integration but no tickets are being created. Why?
Check that Create Support Ticket is enabled on the specific Monitoring item, and that the Monitoring item is assigned to a policy that has been linked to an Autotask account. The integration being enabled at the account level is not sufficient on its own.
Can I use my Autotask admin login instead of an API user?
No. The integration requires a dedicated Autotask API user. An admin account cannot be used.
If a technician closes the ticket in Autotask, does the Addigy alert close?
Yes, provided Webhooks are enabled for the API user. Alert and ticket closure is synchronized in both directions.
Will Addigy create duplicate Configuration Items for devices already in Autotask?
Not if you enable Sync existing devices using only the Serial Number. With that setting on, Addigy syncs to the existing Configuration Item that matches the device serial number rather than creating a new one.
A device failed to sync to Autotask. How do I troubleshoot it?
In the policy's Settings > Integrated Systems > Autotask section, the Device Attachment Status area shows sync progress. Click View under the Error column for the affected device to see the error, then click Retry Pending to re-attempt any devices that did not link.