Merge Ticket by MSPintegrations is a script that resides on the MSPintegrations web server. With some basic configuration, you can add a link to the script within your Autotask instance. This link is called a LiveLink.

Autotask LiveLinks must be added manually, and they require a little configuration.

The installation of the Merge Ticket LiveLink consists of 3 steps:

  1. Create a LiveLink Application
  2. Create a LiveLink
  3. Publish the LiveLink

Step 1. Create a LiveLink Application

  1. Inside Autotask, hover the Admin tile and click LiveLinks Designer

  2. Click the Applications tab
  3. If there is already an Application listed for MSPintegrations.com, you may skip to the next section (since you already have an Application created)
  4. Click New to create a new Application
  5. In the LiveLink Application Name field, enter MSPintegrations.com
  6. Check Require Authentication and then choose User-Level
  7. Click Save and Close

Step 2. Create a LiveLink

  1. Inside Autotask, hover the Admin tile and click LiveLinks Designer
  2. Click New to create a new LiveLink
  3. Complete the following fields:
    • LiveLink Name: Merge Ticket
    • Label: Merge Ticket
    • Descriptionhttp://kb.mspintegrations.com/what-is-the-merge-ticket-livelink/
    • Active: Checked
    • Category: Service Desk
    • LiveLink Application Name: MSPintegrations.com
    • Entity: Ticket
    • Base URL: https://secure.mspintegrations.com/do/link/
    • Querystring Values:
      ?command=merge&entity=ticket&ticket=<TICKETNUMBER>&username=<Application_Username>&password=<Application_Password>
  4. Click Save and Publish

Step 3. Publish the LiveLink

  1. If you are not yet on the Publish screen:
    1. Inside Autotask, hover the Admin tile and click LiveLinks Designer
    2. Right-click the Merge Ticket LiveLink and click Publish LiveLink
  2. Click Security Levels, Departments, and Resources tabs to select the users who will have access to this LiveLink
    1. If you enable a Security Level or Department, then all Resources in that Security Level or Department will have access to the LiveLink
  3. Click Overview to confirm which users will access to the LiveLink
  4. Click Save and Close