Autotask
Tidehawk raises Autotask tickets for expiring certificates and domain registrations.
Before you start
Section titled “Before you start”- You need the owner or admin role in Tidehawk.
- You need an Autotask API user, its integration code, and the user’s key. Create API users in Autotask under Admin › Resources › API Users › Integration Codes.
- The API user must be able to read companies and queues and create tickets.
What Tidehawk asks for
Section titled “What Tidehawk asks for”| Field | What to enter |
|---|---|
| Username / Email | The Autotask login email of the API user |
| API Integration Code | The integration code issued with that API user |
| API Key | The API user’s key |
Tidehawk works out which Autotask zone your account lives in from the username, so there is no server or region to pick.
Connect
Section titled “Connect”- Open Integrations and select Connect on the Autotask card.
- Fill in Username / Email, API Integration Code and API Key.
- Select Connect Autotask →. Tidehawk detects your zone and validates the credentials before saving.
- On Configure ticket defaults, choose a Default queue and select Save & finish.
- Select Test now to confirm. A working connection reports how many companies it can see.
What happens next
Section titled “What happens next”The Autotask card shows Ready once a default queue is saved. Any alert rule with the PSA ticket channel on, and Autotask chosen as its provider, now opens tickets.
What a Tidehawk ticket looks like
Section titled “What a Tidehawk ticket looks like”A ticket titled SSL certificate expires in 12 days — mail.example.co.uk (Acme Ltd), or EXPIRED: SSL certificate … once the date has passed. Domain tickets use Domain expires in 12 days — example.co.uk (Acme Ltd).
The description is plain text, because the Autotask ticket API takes plain text. It opens with a status line such as CRITICAL · Expires in 5 days, lists the client, the certificate or domain and the expiry date, and ends with a link back into Tidehawk.
The ticket is created against your default queue, with the company set to the Autotask company whose name matches the Tidehawk client exactly. Priority is mapped from the alert: critical alerts use priority 1, high use 2, normal use 3. Status is set to 1 unless a status has been stored on the connection.
Closing
Section titled “Closing”Autotask tickets are not closed by Tidehawk. The adapter has no verified close path, so when the certificate or domain is renewed Tidehawk resolves its own alert, records that the provider is unsupported for closing, and leaves the ticket for you.
Close Tidehawk tickets in Autotask as part of your normal queue work.
Tokens and expiry
Section titled “Tokens and expiry”Autotask credentials do not expire on a schedule, so there is nothing to refresh. The connection is re-validated in the background and the card turns to Connection error if the credentials stop working. Reconnect with a fresh key to clear it.
Limitations
Section titled “Limitations”- No automatic ticket closing.
- Only the default queue is configurable from Tidehawk. Status and priority are not exposed in the configure screen.
- Ticket links in Tidehawk and in confirmation emails point at the
ww14.autotask.netticket detail page, which may not be the host your instance uses. If the link does not open, find the ticket by its number in Autotask. - Client matching is an exact, case-insensitive name match. A Tidehawk client named differently from the Autotask company still raises a ticket, without a company attached.