ATES
Autotask’s Add Ticket Email Service (ATES) receives emails to addticket@autotask.net and turns them into tickets.
XML Token
Since all Autotask instances share this single inbound email address, all inbound messages sent to ATES require an XML token to designate the Autotask instance for which the message is intended.
Example XML Token:
<Autotask>
<ID name=”DOMAIN-NAME.COM”/>
<PW name=”UNIQUE-KEY”/>
<Email name=”name@domain.com”/>
<CustomerID source=”Kaseya” name=”group.name”/>
<DeviceID source=”Kaseya” name=”machine.group.name”/>
</Autotask>
The ID field is ignored by Autotask, and ony the PW field is used by ATES to determine which service provider the message is intended for.
Notification
Email notifications can be sent from ATES to the envelope’s sender.