Configure Autotask for Integration with BeyondTrust Remote Support

 

You must purchase this integration separately from both your BeyondTrust software and your Autotask solution. For more information, contact BeyondTrust sales.

The Autotask integration includes a few LiveLinks which must be created in Autotask for generating session keys and launching a Jump session to a Configuration Item.

Create an API User

Admin > Resources (Users)

  1. In Autotask, go to Admin > Resources (Users).
  2. Click the New button.
  3. Create a user with the System Administrator security level.

 

Create BeyondTrust Application

LiveLinks Designer: Applications

  1. In Autotask, go to Admin > Extensions & Integrations > Autotask Add-ons > LiveLinks Designer.

     

     

    LiveLinks Designer: New Application

  2. On the Applications tab, click the New button.
  3. Enter BeyondTrust as the application name.
  4. Click Save and Close.

 

Create the BeyondTrust Jump LiveLink

LiveLinks Designer: New

  1. In Autotask, go to Admin > Extensions & Integrations > Autotask Add-ons > LiveLinks Designer.
  2. On the LiveLinks tab, click the New button.

     

  3. Create the LiveLink with the following settings:
    Field NameField Value
    LiveLink NameBeyondTrust Jump To CI
    LabelBeyondTrust Jump To CI
    DescriptionBeyondTrust Jump To CI
    Active[checked]
    CategoryService Desk
    LiveLink Application NameBeyondTrust
    EntityTicket
    Base URLhttps://<BeyondTrust-appliance-host>/api/client_script.ns
    Querystring Values?type=rep&operation=generate&action=start_pinned_client_session&search_string=<UDF-Device Name(ATG_InstalledProduct)>&session.custom.external_key=<TICKETID>
  4. On the Configuration tab, ensure both Ticket Details Window - Service Desk and Ticket Grid - Service Desk are checked.
  5. Click Save and Close.

    Publish LiveLink

  6. Right-click the LiveLink in the list and select Publish LiveLink.

     

     

    LiveLink Publication

  7. Using the Security Levels, Departments, and/or Resources tabs, select the appropriate groups or users that should be able to view and use the LiveLink.
  8. Click Save and Close to publish the LiveLink.

 

Create the BeyondTrust Session Key LiveLink

  1. Create another LiveLink with the following settings:
    Field NameField Value
    LiveLink NameBeyondTrust Session Key
    LabelBeyondTrust Session Key
    DescriptionGenerate BeyondTrust Session Key
    Active[checked]
    CategoryService Desk
    LiveLink Application NameBeyondTrust
    EntityTicket
    Base URLhttps://<BeyondTrust-appliance-host>/api/client_script.ns
    Querystring Values?type=rep&operation=generate&action=generate_session_key&session.custom.external_key=<TICKETID>
  2. On the Configuration tab, ensure both Ticket Details Window - Service Desk and Ticket Grid - Service Desk are checked.
  3. Click Save and Close.
  4. Follow the same steps as with the previous link to select the appropriate groups and users, and then publish the LiveLink.