Configure Autotask for Integration with BeyondTrust Remote Support

 

You must purchase this integration separately for both your Remote Support software and your Autotask solution. For more information, contact BeyondTrust's Sales team.

The following steps describe the creation of an API user as well as the configuration of two LiveLinks 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. Hover over the arrow next to the New button and click New API User.

 

Admin > Resources (Users)

  1. Fill in the required fields:
  2. GENERAL
    • First Name
    • Last Name
    • Email Address
    • Security Level
    • API User (System)
    • Primary Internal Location
  3. CREDENTIALS
    • Click Generate Key to generate a random key.
    • Click Generate Secret to generate a random secret.
  4. API TRACKING IDENTIFIER
    • Click the Custom (Internal Integration) radio button to generate a random tracking identifier.
  5. Copy the generated Credentials (key, secret) and API Tracking Identifier which is the API Integration Key needed to add them in the Middleware Engine configuration.

 

Create BeyondTrust Application

LiveLinks Designer: Applications

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

 

LiveLinks Designer: New Application

  1. On the Applications tab, click the New button.

 

LiveLinks Designer: New Application

  1. Enter BeyondTrust as the LiveLinks Application Name and the LiveLinks Application Description.
  2. Click Save & Close.

 

Create the BeyondTrust Jump LiveLink

LiveLinks Designer: New

  1. In Autotask, go to Admin > Automation > Autoforms & LiveLinks > 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 & Close.

    Publish LiveLink

  6. Right-click the BeyondTrust Jump to CI 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 & 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.