Email2AT Expression Builder Update

If you have created custom workflows in Email2AT Advanced, you have likely spent time creating expressions to filter your messages. We've just released a new expression builder to make that process much easier. Check out the details:

And here's some more information that shows how your existing expressions can be used in the new expression builder:

Email2AT support for Problem Management features?

With the new release of Autotask’s Problem Management features, a number of Email2AT users have asked if we’ll be supporting the new “Ticket Type” field in Email2AT.

Basically, they want to know if they can have Email2AT create “Problem” or “Incident” tickets for their users.

The short answer is that we do not have plans to support this new pull-down. This is partly because Autotask’s API doesn’t make that field available to us. But, more importantly, you probably don’t want your customers creating Problem tickets at all (these should be created by your team after identifying a root systemic issue that needs remediation). Each of your customer’s tickets will likely be “Incident” tickets, but Email2AT doesn’t have a way to know what Problem they’re associated to. Unfortunately, this has to be a manual, human process, because it involves intellect and understanding how the tickets relate to one another.

If I’m missing something in my thoughts here, do let me know in the comments below.

Updated URL for LiveLinks

We’ve made some changes to our URL structure, and they require that your LiveLinks be updated.

In your Autotask, navigate to the Admin tile and choose LiveLink Designer. Edit any MSPintegrations LiveLinks and change the URL from to

As always, if you have questions, let us know!

Step 1:

Navigate to Admin and click on LiveLinks Designer

 Screen Shot 2013-05-29 at 12.56.23 PM

Step 2:

Right-click on each MSPintegrations LiveLink and choose Edit LiveLink

Screen Shot 2013-05-29 at 12.56.45 PM

Step 3:

Replace the www with secure in the URL

Screen Shot 2013-05-29 at 12.57.07 PM

Step 4:

Click Save and Close


Learn about Autotask’s new Problem Management features in under 2 minutes

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Learn more about Autotask’s new Ticket Stopwatch feature in just 2 quick minutes

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Update to the Configuration Item Manager

Last year, we released the Configuration Item Manager for Autotask. Hundreds of users have taken advantage of this great product, and today it just got better – it supports creating new configuration items!

Originally, the Configuration Item Manager was only able to update existing configuration items. Today, we’re happy to say we’ve added support to create new configuration items, as well. If the Excel file uploaded contains any rows without an “ID” specified, it will attempt to create the configuration item for you.

The Configuration Item Manager for Autotask is available for free for all Autotask users. Simply login at using your Autotask username and password, and access our tools on the left side of the screen.


Route Messages Based on Reply-To Address Instead of From Address

Several users have asked that we add the ability to route an inbound email based on the “Reply-To” address of the message instead of the “From” address. This is now available:

An Update to Client Portal Ticket Notes

A few months ago, we released a very cool feature which used the client access portal to add notes to tickets. We also introduced a couple bugs in the process. I am thrilled to announce that these bugs have since been fixed.

New Contacts Created when “Auto Create Contacts” is Disabled

A number of users reported that they were seeing new contacts created in their Autotask accounts even if Email2AT was set to not create new contacts. Email2AT was incorrectly creating new contacts when customers replied because Email2AT needed a client portal user account in order to add the note.

We’ve now updated Email2AT to be more intelligent on these replies. When an email is received to update an existing ticket, Email2AT will attempt to locate an existing contact in Autotask for the sender. If Auto Create Contacts is disabled, and a contact is not found, then Email2AT will add the reply via the API (not the client portal). If a contact is found, then Email2AT will add the note via the portal for that user (and Email2AT will activate the portal if needed, too).

Internal Resources Created as Contacts

When an internal resource (an Autotask user) sends a ticket update to a customer’s ticket, Email2AT was creating a contact and a portal account for that Autotask user. This meant that Autotask users had a bunch of contacts on all sorts of accounts in their own Autotask.

Email2AT will no longer use the portal to add notes to tickets if the note is being sent in by an Autotask resource. Email2AT will always use the API for these notes.

Thanks for your patience as we worked through these fixes.

Moving a Contact… (im)Possible!

When we first started using Email2AT ourselves, it didn’t take long to realize that our own internal Autotask account was going to be bombarded with contacts. Every time we received an email from someone that Email2AT couldn’t associate to another Account, we’d get a new contact created for our own account.

After a few months and a couple hundred contacts later, we figured there had to be a better way to do this. What we really wanted to do was to just move those contacts to their correct account. Unfortuneately, though, the Autotask web interface doesn’t allow contacts to be moved between accounts.

But we all know that these sorts of issues rarely stop us…

After some poking around, we figured out how to move the contacts via the web-services API. We wrote a little tool and have been using it internally for a few months, and we think it’s nothing short of a miracle. It’s finally time to unveil this little baby!

All user accounts of MSPintegrations now have a link on their left menu for the new Contact Mover. Basically, this tool allows you to choose an account, and then a contact on that account, and move that contact (and optionally any tickets for that contact) to another account. We check a few things to be sure that it won’t mess up any opportunities, projects, or other items, and then we move them all for you.

But wait, there’s more!

For the first 25 callers (I kid, I kid), we’ll throw in a free LiveLink. The LiveLink is installed on the ticket entity within Autotask and will let you choose “Move Contact and Ticket” from that ticket without having to search around.

Now, when you get a new ticket and contact created on your own Autotask account (since the email address didn’t match an existing account or contact), you can move the ticket and contact in one quick step.

Here’s how it works:

From the MSPintegrations control panel, click Contact Mover from the left menu. You’ll need to login with your Autotask credentials (or pick from the pull-down). Then step through the wizard to pick the old account and contact, and then the new account, and we’ll do the hard part.


To create the LiveLink, visit the Admin pull-down from within Autotask and choose LiveLinks Designer. Create a new LiveLink and set it up as follows:


As with most of our free tools, this is released as-is. We expect it to work flawlessly, but we can’t guarantee that you won’t run into an oddity. If you find something funny, just let us know.

Major Enhancement to Ticket Replies via Email

Email2at is built atop the technologies provided by Autotask’s WebServices API. This API allows Email2AT to create new tickets, update tickets, add notes to tickets, and even lookup Accounts and Contacts from an Autotask database.

Like any technology, the Autotask API has a few quirks, some of which directly affect Email2AT. In particular, the API acts “on behalf of” a particular Autotask Resource, so all actions performed by the API actually appear to have been done by the user who originally setup Email2AT for the Autotask company.

This behavior is perfect for interactive applications such as dashboards or other interfaces to Autotask since the user is indeed the person performing the action.

In automated systems such as Email2AT, though, this behavior can be troublesome. For example, when a customer replies to an Autotask email notification, Email2AT adds the reply as a note to the existing ticket. The ticket history will show that the person who added the note was the Autotask Resource who setup Email2AT, when, in actuality, the person adding the note was the customer who sent the email.

Today, we’re thrilled to announce that we have overcome this quirky behavior in Autotask’s API.

Here’s the skinny.

Email2AT now has the ability to add notes via Autotask’s Client Access Portal interface instead of just using the WebServices API. This means that notes added via a reply email can now be displayed in the ticket history as being added by the actual person who sent the email. This makes the ticket history much easier to read and follow, and helps to drastically reduce confusion among Autotask users and customers alike.

This change also fixes another quirky behavior: dual workflow notifications.

Previously, Email2AT had to call the API twice when a customer replied to a notification: once to edit the ticket status to something like “Customer Added Note”, and then again to actually add the reply as a note to the ticket. This would cause Autotask to fire any pertinent workflow rules twice which would generate redundant notifications from Autotask.

Now, Email2AT can add a note via the Portal interface instead of the API, and the Portal can change the ticket status. This means that Email2AT doesn’t make any API calls, and that the workflow rules fire only one time. Autotask users who receive these notifications will be much happer as they will have much fewer emails from Autotask.

This new feature is enabled by default on all new Email2AT inbound addresses. To enable this on your existing addresses, simply edit the Email2AT inbound address and change the pull-down “Create notes via” to “Client Access Portal”.