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:
- Create a LiveLink Application
- Create a LiveLink
- Publish the LiveLink
Step 1. Create a LiveLink Application
- Inside Autotask, hover the Admin tile and click LiveLinks Designer
- Click the Applications tab
- If there is already an Application listed for MSPintegrations.com, you may skip to the next section (since you already have an Application created)
- Click New to create a new Application
- In the LiveLink Application Name field, enter MSPintegrations.com
- Check Require Authentication and then choose User-Level
- Click Save and Close
Step 2. Create a LiveLink
- Inside Autotask, hover the Admin tile and click LiveLinks Designer
- Click New to create a new LiveLink
- Complete the following fields:
- LiveLink Name: Merge Ticket
- Label: Merge Ticket
- Description: http://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>
- Click Save and Publish
Step 3. Publish the LiveLink
- If you are not yet on the Publish screen:
- Inside Autotask, hover the Admin tile and click LiveLinks Designer
- Right-click the Merge Ticket LiveLink and click Publish LiveLink
- Click Security Levels, Departments, and Resources tabs to select the users who will have access to this LiveLink
- If you enable a Security Level or Department, then all Resources in that Security Level or Department will have access to the LiveLink
- Click Overview to confirm which users will access to the LiveLink
- Click Save and Close