Callbacks from Autotask so closed tickets can close the Liongard alert | Voters

Callbacks from Autotask so closed tickets can close the Liongard alert

candidate for implementing

David

In the ticket integration, there's a callout saying:No Callbacks from AutotaskLiongard requires a "Callback" from the PSA platform upon the close of a ticket in order to trigger an inspection to validate issue resolution. Autotask does not currently support authenticated callbacks, so Liongard is unable to reopen tickets that are closed in Autotask. This also means that tickets closed in Autotask will remain open in Liongard until either a) the issue is resolved, triggering the closure of the alert in Liongard upon the next Inspection or b) the alert is manually closed in Liongard. We are currently working on ways to remedy this limitation, and hope to have expanded functionality soon.This should really be remedied. We have it working in Auvik, I assume you guys can find a way too. They use the Extension Callout functionality in Autotask to do this.

January 18, 2022

Paige Kovar

I will be leaving this Idea open as we work with Datto to evaluate a more real-time capable solution.

Paige Kovar

Today is Release Day for our new automated Status Sync process outlined above! This is not a real-time callback mechanism, but the closest we can get at this time. We will continue to work with Datto to investigate Autotask webhook/callback/extension update capabilities.

Paige Kovar

Thanks for the idea and upvotes! We are currently working on a new feature for all of our PSA integrations to provide Status Sync automation between Liongard Alerts and PSA Tickets where we will fetch any changed PSA Ticket statuses and update the corresponding Liongard Alert status to be the same. We opted for this type of automation instead of looking to build out or support callback functionality from all of our vendor partners.In preparation for this auto-sync feature, today we deployed the ability to bring into Liongard the additional PSA ticket statuses that you have. This will allow us to maintain the auto-sync once deployed. Hope you enjoy these new features!