In this article, you will learn everything you need to know about the integrations between the HEIMDAL services and Autotask, allowing customers and resellers to automate and customize ticket management.
1. How it works?
2. Autotask integration setup
3. Matching settings
4. Heimdal Operations
5. Heimdal Cyber Alerts
HOW IT WORKS?
HEIMDAL customers and partners using the Autotask platform can automate the management of tickets in Autotask. With the HEIMDAL-Autotask integration, the alerts/notifications shown in the HEIMDAL Dashboard can generate tickets into the Autotask platform so that the Autotask agents can immediately take action. HEIMDAL divides the alerts/notifications into 2 categories: Heimdal Operations (CPU or Memory notifications, Disk notifications, Microsoft Updates notifications, Next-Gen Antivirus notifications, DNS poisoning notifications, or Firewall notifications ) and Heimdal Cyber Alerts (Ransomware Encryption Protection alerts, Privileged Access Management alerts, Next-Gen Antivirus alerts, VectorN Detection alerts, Zero-Trust alerts). These categories can be mapped to the existing Autotask ticket types or 2 new ticket types.
AUTOTASK INTEGRATION setup
Before setting up the integration in the HEIMDAL Dashboard side, ensure that your Autotask instance is prepared for a seamless experience. Make sure you have an API user that you can use to connect Autotask to HEIMDAL. If you don't have an existing API user, you can create one by following the steps below:
1. In Autotask, go the the Admin section -> Extensions & Integrations tab, extend the Other Extensions & Tools, and click on Integration Center.
2. Look for Heimdal Security in the Integration Vendor Name column, hover over the hamburger menu, and click Add API user.
3. After adding an API user, save your credentials (Username and Password/Secret) for later use.
Set up HaloPSA in the HEIMDAL Dashboard
The Autotask integration can be enabled by ticking the Autotask integration checkbox in the Guide -> Customer settings -> Integrations -> Autotask section of the HEIMDAL Dashboard.
1. Once you enable it, you can proceed with the Integration settings by specifying the API username (example: rgu_api@HeimdalSandbox.com), the Password/Secret (generated during the creation of the API user):
2. Press the Test Connection button to ensure the receipt of the message confirming a successful connection. In case of an unsuccessful connection, double-check your integration settings.
3. After getting a successful connection message, click the Save button and wait for the confirmation message that the connection was saved successfully.
IMPORTANT
If you change an existing setting, a confirmation popup will appear when saving, confirming whether you want to keep the Ticket and Customer Settings or not. This allows you to retain settings without reconfiguring everything if the changes only relate to the client's secret.
MATCHING SETTINGS
The HEIMDAL-Autotask integration works for both HEIMDAL Enterprise customers and HEIMDAL Resellers. If you are a HEIMDAL Enterprise customer, after setting up the details above, you can match your HEIMDAL Dashboard Enterprise customer to the Autotask customer (or to any Autotask customer if multiple are present):
As a HEIMDAL Reseller, you can match your customers' alerts/notifications to the Autotask customers. Pressing the Sync Customers button will automatically match all the HEIMDAL customers (under the HEIMDAL Reseller) with the existing customers found in Autotask. This operation matches customers by customer name. If the customer names differ in Autotask, they will be unassigned, but the HEIMDAL Dashboard administrator can manually map them to the correct Autotask customers.
The Configure Heimdal Operations and Configure Heimdal Cyber Alerts buttons are activated after finishing the Integration setup and allow you to configure the status on ticket creation and the status on ticket update:
A. Configure the Heimdal Operations
1. Press the Configure Heimdal Operations button.
2. A configuration popup will be displayed, while we retrieve all settings that are found on the Autotask API.
3. Make sure you set the mandatory fields to match the desired Autotask settings and press Confirm.
B. Configure the Heimdal Cyber Alerts
1. Press the Configure Heimdal Cyber Alerts button.
2. A configuration popup will be displayed, while we retrieve all settings that are found on the Autotask API.
3. Make sure you set the mandatory fields to match the desired Autotask settings and press Confirm.
HEIMDAL OPERATIONS
This section allows you to enable/disable the alerts/notifications for the following Heimdal Operations: CPU, Memory, Disk, Microsoft Updates, Next-Gen Antivirus, DNS poisoning, and Firewall warnings. Each time the HEIMDAL Agent generates an alert/notification on a device, a new ticket is created in Autotask. To see them you need to filter them in Autotask -> Sevice Desk -> Tickets.
In the example above, the alerts detected in the HEIMDAL Dashboard are generated as tickets in Autotask.
Configure the alerts/notifications
The checkboxes allow you to configure a granular definition of tickets to be created automatically in Autotask for the selected Heimdal Operations: CPU, Memory, Disk, Microsoft Updates, Next-Gen Antivirus, DNS poisoning, and Firewall warnings.
HEIMDAL CYBER ALERTS
This section allows you to enable/disable the alerts/notifications for the following Heimdal Cyber Alerts: REP, PEDM, NGAV, VectorN, and ZTEP alerts. Each time the HEIMDAL Agent generates an alert/notification on a device, a new ticket is created in Autotask. To see them you need to filter them in Autotask -> Sevice Desk -> Tickets.
In the example above, the alerts detected in the HEIMDAL Dashboard are generated as tickets in Autotask.
Configure the alerts/notifications
The checkboxes allow you to configure a granular definition of tickets to be created automatically in Autotask for the selected Heimdal Cyber Alerts: REP, PEDM, NGAV, VectorN, and ZTEP alerts.