Configuration Item Manager Update

A few months ago, we released a proof-of-concept we called the “Configuration Item Manager”. This tool allows for a bulk update of Configuration Items (also known as Installed Products) within Autotask. A user can easily download a Microsoft Excel spreadsheet which details all of their Autotask Configuration Items, then make any adjustments to the spreadsheet, and upload the modified spreadsheet. The tool will then update any modified Configuration Items based on the new spreadsheet.

When the tool was released, it had a limit of being able to process only 500 Configuration Items, and had no support for User-Defined Fields.

Today, we released a major update to this tool. We have removed the 500-item limit, and the tool now fully support User-Defined Fields.

Give it a whirl at and let us know what you think!

Email2AT: API Order When Adding Notes

When a customer replies to an Autotask notification, Email2AT can add that reply as a ticket note to an existing ticket. Email2AT can also modify the status of that ticket.

Many users configure a workflow rule to send a notification to the ticket’s assigned resource when that ticket status is changed, but that used to mean two notifications would fire: one when the ticket status was changed, and one when the ticket note was added.

We’ve now added the option to configure Email2AT to add the note before the ticket is edited, resulting in a single notification.

(Note: if your Autotask workflow notification includes the description of the note, then you will need to keep this set to edit the ticket first, and you will continue to receive two notifications from Autotask)

Transfer an Email to Autotask with ONE Click!

We just added a feature that we’re VERY excited about!

When you receive an email in your Microsoft Outlook inbox that belongs in Autotask, you can now move it to Autotask with ONE click and NO pop-up windows.

Here’s how to set it up.

In Microsoft Outlook 2010, navigate to the “Home” tab of the ribbon, then create a new Quick Step

Give the Quick Step a unique name (such as “Send to Autotask” or even simply “”)

Configure 3 steps:

  1. Step one should be “Forward message as an attachment”
    1. Set the “to” address to an Email2AT-bound email address
    2. Click the “Show Options” button (the screenshot shows “Hide Options”)
    3. Select “Automatically send after 1 minute delay”.
  2. Step two should be “Mark as Read” (optional)
  3. Step three should be “Move to folder” (optional)

Now, when you receive an email in your inbox that needs to go to Autotask, simply click this “Quick Action” button, and it will sent to Email2AT to be converted to a ticket. Since it’s forwarded as an attachment, we’ll parse the email as if the person had sent it directly to your Email2AT address (it will show as “from” the original sender, and will be assigned to their account, etc).

As always – questions? Ask us at

List Additional Domains and Email Addresses

Email2AT uses specific logic to determine which Contact and Account a new Ticket should be assigned to. This logic relies on the “Email Address” field of Contacts, as well as the “Web Site” field of Accounts.

Email2AT will now also include a user-defined field called “Email2AT Addresses” for Contacts, and “Email2AT Domains” for Accounts.

Here’s why this is such a cool thing: Previously, if your customer had a professional email address ( as well as a personal email address (, Email2AT would only correctly handle inbound email from the customer’s professional address (or whichever address was listed in Autotask for that Contact). Now, you can add the customer’s alternative email addresses to the “Email2AT Addresses” field in the Contact, and Email2AT will correctly handle email sent from the professional address as well as the personal address.

Similarly with Account, some companies use many email domains. Instead of only recognizing a single domain, Email2AT can now support as many inbound email domains as an Account may need. If Acme Corp uses,, and, Email2AT can handle all three of these. Simple set the “Email2AT Domains” field for this Account to be “,,”.

During the Email2AT activation process, two new User Defined Fields will be added to your Autotask instance automatically. Accounts will have a new field called “Email2AT Domains” and Contacts will have a new field called “Email2AT Addresses”.

Instead of a single domain-per-Account and a single email-per-Contact, simply list additional domains and email addresses in each of these fields.

Introducing the Configuration Item Manager for Autotask

Have you ever needed to update many Configuration Items at a single time? With the new Configuration Item Manager for Autotask, you can!

All users have access to this new tool right from within their account. Simply login, click the link for the tool, and then authenticate to your Autotask. You’ll get a list of Configuration Items, and can update as many as you need to in a single session.

Currently, the only fields available are the Serial Number and Reference Title fields. We’ll add more very soon.

More Helpful Question Marks

We’ve added a few more blue (?) to the interface. Check them out, specifically when creating new Email2AT filters.

New Search for Email History Screen

No more wading through page after page of email history! There is a new search box at the top of all history screens to make it much easier to find a particular message. Searching is available based on the email sender’s address, the filter they sent to, the email subject, and the Autotask Ticket Number.

There is also a new link from the Email2AT Filters List screen to link directly to a search of messages for that particular filter.

Improved Handling of Account Name Overrides

Currently, any inbound email address can be overridden so that any Ticket created from the filter will be assigned to a particular Account.

We’ve added a new configuration option called “Force Account/Contact” and it has been set to “Yes” for all existing email filters. Any newly created filters will default to “No”.

When set to “Yes”, Email2AT will assure that every single Ticket created by the filter is assigned to the selected Account, even if a Contact exists in Autotask on another Account.

When set to “No”, Email2AT will search the Autotask database for a matching Contact prior to assigning the selected Account. If a Contact is located, the Ticket will be assigned to that Contact and their Account, whether or not that Account is the same as the Account in the Email2AT configuration. If no Contact is located, then the Ticket will default to the Account selected on the pull-down.

Account and Contact Selectors for Email Filters

For example, in this screenshot, we’ve created a new inbound filter with the Account overridden to Dynamo Corporation.

If a random user ( sends an email to this filter, we’ll assign the Ticket to Dynamo. This behavior is not new.

If an existing Autotask Contact ( sends an email to this filter, Email2AT will assign the Ticket to Computer Using Company since “Force Account/Account” has been set to “No”.