Creating direct links from Autotask to IT Glue

This article describes how to create intelligent links to open up client information in IT Glue directly from Autotask. Autotask supports creation of links to IT Glue organizations and configuration items using the company ID or product ID as a dynamic parameter.

IT Glue is built using principles that ensure predictable or stable URLs, to make integrating with other applications easy. Every organization and configuration item in IT Glue is associated with a base URL that can be added to Autotask. When these URLs are added to Autotask, it activates links to the relevant resources in IT Glue.

There are four types of links you can create:

  1. "IT Glue Org" link in Autotask company pages
  2. "IT Glue Org" link in tickets
  3. "IT Glue Config" link in tickets
  4. "IT Glue Config" link in Autotask configuration items

Prerequisites

  • LiveLinks permission must be enabled for your Autotask account. LiveLinks are not enabled by default, and system administrators do not have default access.  To confirm you have the required permissions, select the Autotask menu menu in the top left hand corner. You should see a link labeled LiveLinks Designer.

Instructions

Opening LiveLinks Designer

  1. From the Autotask menu, click Admin and then click Extensions & Integrations.



  2. Expand the Autotask Add-Ons section and then click on LiveLinks Designer

Creating an "IT Glue Org" link in Autotask company pages

  1. On the LiveLinks Designer screen, select the New Item icon to create a new LiveLink.



  2. On the next page, enter required fields as follows:
    • LiveLinks Name: IT Glue Org Links for Company Pages
    • Label: IT Glue Org 
      (the name that you want to appear as the link name)
    • Category: Service Desk
    • Base URL:  https://mycompany.itglue.com/links/autotask/org/ 
      (with your subdomain instead of "mycompany")
    • Entity: Company 
  3. Click Okay on the warning pop-up. 
  4. From the LiveLink Parameters field (left side), select Company ID
  5. Next, click anywhere in the Querystring Values field (right side), and then click the Insert button to populate the <ACCOUNTID>.
  6. Click Save & Publish
  7. On the Security Levels tab, select at least one Security Level.
  8. On the Department tab, select at least one Department.
  9. Click Save & Close.

Example: Information used to create links to client info in IT Glue from Autotask company pages

Creating an "IT Glue Org" link in tickets

  1. On the LiveLinks Designer screen, select the New Item icon to create another LiveLink.



  2. On the next page, enter required fields as follows:
    • LiveLinks Name: IT Glue Org Links in Tickets
    • Label: IT Glue Org 
      (the name that you want to appear as the link name)
    • Category: Service Desk
    • Base URL:  https://mycompany.itglue.com/links/autotask/org/ 
      (with your subdomain instead of "mycompany")
    • Entity: Ticket 
  3. Click Okay on the warning pop-up. 
  4. From the LiveLink Parameters field (left side), select Company ID
  5. Next, click anywhere in the Querystring Values field (right side), and then click the Insert button to populate the <ACCOUNTID> value.
  6. Click Save & Publish
  7. On the Security Levels tab, select at least one Security Level.
  8. On the Department tab, select at least one Department.
  9. Click Save & Close.

Example: Information used to create links to client info in IT Glue from Autotask tickets

Creating an "IT Glue Config" link in tickets

  1. On the LiveLinks Designer screen, select the New Item icon to create another LiveLink.

  2. On the next page, enter required fields as follows:
    • LiveLinks Name: IT Glue Config Links
    • Label: IT Glue Config 
      (the name that you want to appear as the link name)
    • Category: Service Desk
    • Base URL:  https://mycompany.itglue.com/links/autotask/config/ 
      (with your subdomain instead of "mycompany")
    • Entity: Ticket 
  3. Click Okay on the warning pop-up. 
  4. From the LiveLink Parameters field (left side), select Installed Product ID
  5. Next, click anywhere in the Querystring Values field (right side), and then click the Insert button to populate the <INSTALLEDPRODUCTID>.
  6. Click Save & Publish
  7. On the Security Levels tab, select at least one Security Level.
  8. On the Department tab, select at least one Department.
  9. Click Save & Close.

Example: Information used to create links to configurations in IT Glue from Autotask tickets  

Creating an "IT Glue Config" link in Autotask configuration items

  1. On the LiveLinks Designer screen, select the New Item icon to create another LiveLink.

    Screen_Shot_2016-09-20_at_9_32_53_AM.png
  2. On the next page, enter required fields as follows:
    • LiveLinks Name: IT Glue Config Links
    • Label: IT Glue Config 
      (the name that you want to appear as the link name)
    • Category: Service Desk
    • Base URL:  https://mycompany.itglue.com/links/autotask/config/ 
      (with your subdomain instead of "mycompany")
    • Entity: Installed Product 
  3. Click Okay on the warning pop-up. 
  4. From the LiveLink Parameters field (left side), select Installed Product ID
  5. Next, click anywhere in the Querystring Values field (right side), and then click the Insert button to populate the <INSTALLEDPRODUCTID>.
  6. Click Save & Publish
  7. On the Security Levels tab, select at least one Security Level.
  8. On the Department tab, select at least one Department.
  9. Click Save & Close.

Example: Information used to create links to configurations in IT Glue from Autotask configuration items  

AutoTask_Links_Configuration_Installed_Product.png

After adding all of the above links, if anyone browses to one of the companies or configuration items that sync with IT Glue (or to a ticket that has a synced company or configuration item specified), they can select the IT Glue entry from the LiveLinks drop-down menu. This opens a popup or a new tab with an IT Glue window (if it doesn't, check for a pop-up blocker).  

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