Integrating Gbackup with Autotask

• Overview
• Setting up Autotask for Gbackup integration
• How to get here in the Gbackup Web Console?
• Service Ticket in Autotask
• Troubleshooting Tips
• Limitations

Overview

Gbackup integrates with Autotask to create Service Tickets in Autotask when, for example,a backup or a restore fails in the Gbackup backup server.

Setting up Autotask for Gbackup integration

The first step for integrating Gbackup with Autotask is to set up the user permissions in Autotask to allow Gbackup to access the Autotask APIs to post the data. To reach Resource Management page in Autotask click on Admin->Employees/Resources->Right Click On Respective User->Edit Resource. On this page,

• You can change the login password.
• You can change the security levels.
• You can Lock/Unlock the user.
• You will determine which of your own internal resources will have access to the various functions of the Partner Portal.

The following outsourcing security levels are available:

• None: No access to any outsourcing functions or views.

• Allow Outsourcing: Ability to outsource tickets. No access to Dashboard.

• Allow Partner Management: Ability to outsource tickets, accept or decline tickets, view Dashboard, and manage partners.

• Allow All: Ability to outsource tickets, view dashboard, manage partners, accept or decline tickets, and view financial information. Think of users with this permission set as "outsource administrators."

How to get here in the Gbackup Web Console?
In the top menu, select: "Server Admin->Server Management->Integration with Third Party Applications"".

Here are the steps to integrate Gbackup Backup Server with a Autotask site:

Step 1:

Log into the backup server web console. Click on the Integration with Third Party Applications’ menu in the left hand side in the Server Admin -> Server Management page.

Step 2:

Select the Enable check box and select Autotask from the application drop down box and click save.

Step 3:

Enter the Autotask authentication credential details. Once you have entered the details, click on the Verify button.

Note Please make sure you enter just the site name in Webservice URL. Like for example 'webservices.autotask.net' and URI is always just the 'autotask.net'

If the credentials are correct, it will authenticate with the Autotask Site and show a successful confirmation. Click on Save to save the authentication details.

Step 4:

Select the modules for which you want the backup server to create Service Tickets in Autotask. By default, Gbackup will send service tickets for the following cases:

• Backup – Creates a service ticket when a backup fails.
• Restore - Create a service ticket when a restore fails.
• Replication - Create a service ticket when a replication fails.
• Disk Usage - Create a service ticket if the used space exceeds the allotted space or reaches 80% of allotted space at server, customer or client level.
• License - Create a service ticket when there is shortage in available MCALs for next month at server level or if the trial period for a client expires.

  

Step 5:

Next, the wizard will take you a page where you need to map the Gbackup Customers to a Autotask Accounts. All failures for backups/clients under a customer will be created as Service Tickets in Autotask under the corresponding Account.

Click on the Fetch account details from Autotask for the backup server to first fetch all the Accounts from Autotask. Those will then be listed in the dropdown. Then for each of the Gbackup Customer, select a Autotask Account. You can also select a Default Autotask Account Name under which Service Tickets will be created if there is no mapped Autotask Name for a Customer or for events that are produce at server level (not associated with a specific customer).

That's it! Gbackup backup server is now configured to contact the Autotask site to create Service Tickets as and when the failed events or alerts are raised by Gbackup.

Service Ticket in Autotask

Here is how the Gbackup raises Service Tickets will look in Autotask application:

Troubleshooting Tips

Limitations