Autotask Extension Callout (Optional Alternative to the Native Callback)

Autotask Extension Callout (Optional Alternative to the Native Callback)

Overview

This guide sets up an Autotask Extension Callout so Autotask notifies Rocketship in real time when a ticket is created or edited. It is an optional alternative to Rocketship's native callback and is configured by a Rocketship Support Engineer.

When to Use This

By default, Rocketship keeps tickets in sync using its native callback, which needs no setup inside Autotask. Use the Extension Callout only when a customer's Autotask configuration will not permit Rocketship's native callback. In that case, Autotask pushes ticket changes out to Rocketship instead of Rocketship reaching in.

Prerequisites

  • The account already has an active Autotask integration in Rocketship.
  • Administrator access to the customer's Autotask instance.
  • Access to the Rocketship Admin Portal for the account.

Part 1 - Rocketship: Activate the Callout Workflow

When the Autotask integration is provisioned, Rocketship automatically creates the receiving endpoint and its workflow. The endpoint is active immediately; the workflow ships inactive, so nothing runs until you turn it on.

  1. In the Admin Portal, go to Integrations → Webhooks → Endpoints.
  2. Open the endpoint named "Autotask Extension Callout".
  3. In the Webhook URL section, copy the Webhook URL. You will paste it into Autotask in Part 2.
  4. Go to Workflows.
  5. Open the workflow named "Autotask Extension Callout Automation".
  6. Edit the workflow, turn the Active toggle on, and save.

Until this workflow is active, callouts are received and logged but take no action.

Part 2 - Autotask: Create the Extension Callout

  1. Log into Autotask.
  2. Go to Admin → Extensions & Integrations.
  3. Expand "Other Extensions & Tools".
  4. Click "Extension Callouts (Tickets)".
  5. Select "New Extension Callout".
  6. Set Name to "Rocketship Ticket Callout".
  7. Set Active to Yes.
  8. Set HTTP Method to POST. GET is not supported and will be rejected.
  9. Set Data Format to Name Value Pair.
  10. Set URL to the Webhook URL you copied from Rocketship.
  11. Leave Username and Password blank.
  12. Click Save & Close.

Part 3 - Autotask: Create the Workflow Rules

Create two workflow rules so the callout fires on both ticket creation and ticket edits.

  1. Go to Admin → Workflow Rules and click New.
  2. Set the name to "Rocketship Ticket Callout on Ticket Create".
  3. Set Active to Yes.
  4. Under Events, select "Created By".
  5. Under Actions, choose Execute Extension Callout and select "Rocketship Ticket Callout".
  6. Click Save & Close.
  7. Click New again to create the second rule.
  8. Set the name to "Rocketship Ticket Callout on Ticket Edit".
  9. Set Active to Yes.
  10. Under Events, select "Edited By".
  11. Under Actions, choose Execute Extension Callout and select "Rocketship Ticket Callout".
  12. Click Save & Close.

Do not add any other conditions to these workflow rules. Rocketship decides whether a ticket change warrants escalation. Encoding that logic in Autotask will cause missed updates.

Result

Create or edit a ticket in Autotask, then open the "Autotask Extension Callout Automation" workflow in the Rocketship Admin Portal and confirm a new run appears and the ticket reflects the change. Autotask is now pushing ticket changes to Rocketship in real time.