Autotask Helpdesk Events

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Cloud Elements supports events via polling or webhooks depending on the API provider. For more information about our Events framework, see Events Overview.

Supported Events and Resources

Cloud Elements supports polling events for Autotask CRM. After receiving an event, Cloud Elements standardizes the payload and sends an event to the configured callback URL of your authenticated element instance.

You can set up polling for the incidents resource. You can also copy the incidents configuration to poll other resources. 

Note: Unless configured for a specific time zone, polling occurs in UTC.

Configure Polling Through the UI

To configure polling through the UI, follow the same steps to authenticate an element instance, and then turn on events. Select the resources to poll, and then click Create Instance. For more information, see Authenticate an Element Instance with Events (UI) or the element-specific authentication topic.

Configure Polling Through API

Use the /instances endpoint to authenticate with Autotask CRM and create an element instance with polling enabled.

Note: The endpoint returns an element instance token and id upon successful completion. Retain the token and id for all subsequent requests involving this element instance.

To authenticate an element instance with polling:

  1. Construct a JSON body as shown below (see Parameters):

    {
      "element":{
        "key":"autotaskcrm"
      },
      "configuration":{
        "crm.autotask.username": "<AUTOTASK_USERNAME>",
        "crm.autotask.password": "<AUTOTASK_PASSWORD>",
        "crm.autotask.server.url": "<AUTOTASK_LOGIN_URL>",
        "event.notification.enabled": true,
        "event.notification.callback.url": "http://mycoolapp.com",
        "event.poller.refresh_interval": "<minutes>",
        "event.poller.configuration":{
          "incidents":{
            "url":"/hubs/helpdesk/incidents?where=lastActivityDate>='${date:yyyy-MM-dd'T'HH:mm:ssZ}''",
            "idField":"id",
            "datesConfiguration":{
              "updatedDateField":"lastActivityDate",
              "updatedDateFormat":"yyyy-MM-dd'T'HH:mm:ss'Z'",
              "createdDateField":"createDate",
              "createdDateFormat":"yyyy-MM-dd'T'HH:mm:ss'Z'"
            }
          }
        }
      },
      "tags":[
        "<Add_Your_Tag>"
      ],
      "name":"<INSTANCE_NAME>"
    }
    
  2. Call the following, including the JSON body you constructed in the previous step:

    POST /instances
    
    Note: Make sure that you include the User and Organization keys in the header. For more information, see Authorization Headers, Organization Secret, and User Secret.
  3. Locate the token and id in the response and save them for all future requests using the element instance.

Example cURL with Polling

curl -X POST \
https://api.cloud-elements.com/elements/api-v2/instances \
-H 'authorization: User <USER_SECRET>, Organization <ORGANIZATION_SECRET>' \
-H 'content-type: application/json' \
-d '{
"element": {
  "key": "autotaskcrm"
},
"configuration": {
  "crm.autotask.username": "xxxxxxxxxxxxxxxxxx",
  "crm.autotask.password": "xxxxxxxxxxxxxxxxxxxxxxxx",
  "crm.autotask.server.url": "https://ww2.autotask.net",
    "event.notification.enabled": true,
      "event.notification.callback.url": "https://api.cloud-elements.com/elements/api-v2/events/autotaskcrm/",
    "event.poller.refresh_interval": "15",
    "event.poller.configuration":{
        "accounts": {
            "url":"/hubs/helpdesk/incidents?where=lastActivityDate>='${date:yyyy-MM-dd'T'HH:mm:ssZ}'",
            "idField":"id",
            "datesConfiguration":{
              "updatedDateField":"date_modified",
              "updatedDateFormat":"yyyy-MM-dd'\''T'\''HH:mm:ss'\''",
              "createdDateField":"date_created",
              "createdDateFormat":"yyyy-MM-dd'\''T'\''HH:mm:ss'\''"
            }
        }
    }
  },
  "tags": [
    "Docs"
  ],
  "name": "API Instance with Polling"
}'

Parameters

API parameters not shown in Cloud Elements are in code formatting.

ParameterDescriptionData Type
keyThe element key.
autotaskcrm
string
Name
name
The name of the element instance created during authentication.string
Username
crm.autotask.username
The AutoTask Username.string
Password
crm.autotask.password
The AutoTask Password.string
Server URL
crm.autotask.server.url
The AutoTask login URL.string
Events Enabled
event.notification.enabled
Optional. Identifies that events are enabled for the element instance.
Default: false.
boolean
Event Notification Callback URL
event.notification.callback.url
The URL where you want Cloud Elements to send the events.string
Event poller refresh interval (mins)
event.poller.refresh_interval
A number in minutes to identify how often the poller should check for changes.number
Configure Polling
event.poller.configuration
Optional. Configuration parameters for polling.JSON object
Resource to Poll (accounts)The polling event configuration of the resource that you will monitor.JSON object
URL
url
The url to query for updates to the resource.String
ID Field
idField
The field in the resource that is used to uniquely identify it.String
Advanced Filtering
datesConfiguration
Configuration parameters for dates in pollingJSON Object
Updated Date Field
updatedDateField
The field that identifies an updated object.String
Updated Date Format
updatedDateFormat
The date format of the field that identifies an updated object.String
Created Date Field
createdDateField
The field that identifies a created object.String
Created Date Format
createdDateFormat
The date format of the field that identifies a created object.String
tagsOptional. User-defined tags to further identify the instance.string