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.

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

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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.

Introducing the Batch Quickbooks Export Link Generator

It’s 11:00 PM the night before you fly to an industry conference, and you need to get your customer invoices emailed tonight if there’s any hope of your customers receiving them by the first of the month.¬†Unfortunately, you’re at home and Quickbooks is on your Accountant’s office PC. If you don’t export the invoice batch to Quickbooks tonight as you generate them, you’ll need to manually, and individually, export each and every invoice to Quickbooks when you get back from your trip.

Does this situation sound familiar? Autotask doesn’t make it easy to batch-export invoices to Quickbooks unless it’s done at the time the invoices are created. And, sometimes it can be a pain to try to schedule so that Quickbooks is available at the time of invoice creation.

MSPintegrations noticed this problem in our own workflow. In order for our automated billing to occur, we must have invoices created in Autotask. But the person who creates the invoice isn’t the same person that handles Quickbooks.

To solve this dilemma, we created a new tool called the Batch Quickbooks Export Link Generator.

In a nutshell, this new tool allows a user to generate a URL which will export all the needed invoices from Autotask to Quickbooks. It’s performed in 3 very simple steps:

  1. Enter search criteria for the invoices (such as Invoice ID or Date)
  2. Check off the invoices which need to be transfered to Quickbooks (any invoice which has no “Invoice Number” set is automatically selected) and click “Export”
  3. Copy the generated URL to a new browser window and watch as the invoices are transfered over

This tools has already saved MSPintegrations a few hours this month, and we hope it will help you, as well.

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 www.mspintegrations.com and let us know what you think!

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 (suzyq@coolcustomer.com) as well as a personal email address (suzylovesbananas@gmail.com), 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 @acme.com, @acmecorp.com, and @mycoolacmewidget.com, Email2AT can handle all three of these. Simple set the “Email2AT Domains” field for this Account to be “@acme.com, @acmecorp.com, @mycoolacmewidget.com”.

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.