Configure the Autotask Plugin 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.
Now that you have configured Autotask and the Secure Remote Access Appliance, deploy and configure the Autotask plugin. For additional information about working with the BeyondTrust Middleware Engine, please see the BeyondTrust Middleware Engine Configuration document.
- Copy the provided plugin zip file to the server hosting the BeyondTrust Middleware Engine.
- Extract the plugin zip file to the Plugins folder in the directory where the BeyondTrust Middleware Engine is installed.
- Restart the BeyondTrust Middleware Engine Windows service.
- From the server, launch the middleware administration tool. The default URL is http://127.0.0.1:53231.
- The Autotask Plugin shows in the list of plugins. Click the clipboard icon to add a new configuration.
Secure Remote Access Appliance
The first portion of the plugin configuration provides the necessary settings for communication between the plugin and the Secure Remote Access Appliance. The configuration sections include:
- Plugin Configuration Name: Any desired value. Because multiple configurations can be created for a single plugin, allowing different environments to be targeted, provide a descriptive name to indicate how this plugin is to be used.
- Appliance Id: This can be left as Default or can be given a custom name. This value must match the value configured on the outbound event URL in the Secure Remote Access Appliance. If outbound events are not being used, this value is still required, but any value may be used.
- Secure Remote Access Appliance Host Name: The hostname of the Secure Remote Access Appliance. Do not include
https://or other URL elements.
- BeyondTrust Integration API OAuth Client ID: When using API accounts in BeyondTrust Remote Support 16.2.1 or newer, this field should contain the Client ID of the OAuth account.
- BeyondTrust Integration API OAuth Client Secret: When using API Accounts available in BeyondTrust Remote Support 16.2.1 or newer, this field should contain the client Secret of the OAuth account.
- BeyondTrust Integration API User Name: If using a BeyondTrust Remote Support version prior 16.2.1, this field should contain the username of the API service account created on the Secure Remote Access Appliance.
- BeyondTrust Integration API Password: If using a BeyondTrust Remote Support version prior 16.2.1, this field should contain the password of the above user.
- Locale Used for BeyondTrust API Calls: This value directs the Secure Remote Access Appliance to return session data in the specified language.
- Disabled: Enable or disable this plugin configuration.
- Allow Invalid Certificates: Leave unchecked unless there is a specific need to allow. If enabled, invalid SSL certificates are allowed in calls performed by the plugin. This would allow, for example, self-signed certificates. This is not recommended in production environments.
- Use Non-TLS Connections: Leave unchecked unless it is the specific goal to use non-secure connections to the Secure Remote Access Appliance. If checked, TLS communication is disabled altogether. If non-TLS connections are allowed, HTTP access must be enabled on the BeyondTrust /login > Management > API Configuration page. Using non-secure connections is discouraged.
When using OAuth authentication, TLS cannot be disabled.
- Outbound Events Types: Specify which events the plugin processes when received by the middleware engine. Keep in mind that any event types selected here must also be configured to be sent in BeyondTrust. The middleware engine receives any events configured to be sent in BeyondTrust but passes them off to the plugin only if the corresponding event type is selected in this section.
- Support Session End
- Customer Exit Survey is Completed
- Representative Survey is Completed
- Polling Event Types: If network constraints limit connectivity between the Secure Remote Access Appliance and the middleware engine such that outbound events cannot be used, an alternative is to use polling. The middleware engine regularly polls the Secure Remote Access Appliance for any sessions that have ended since the last session was processed. At this time, only the Support Session End event type is supported.
One caveat to polling behavior versus the use of outbound events is that if a session has ended but the customer exit survey has not yet been submitted within the same polling interval, the customer exit survey is not processed. This does not apply to representative surveys since the session is not considered to be complete if a representative survey is still pending.
- Polling Interval: Enter only if polling is used. This determines how often the middleware engine polls the Secure Remote Access Appliance for sessions that have ended.
- Retry Attempt Limit: Enter the number of retries that can be attempted if the plugin fails to process an event.
- Retry Outbound Event Types: Specify which outbound events the plugin retries if it fails to process the event.
- Retry Polling Event Types: Specify which polling events the plugin retries if it fails to process the event.
The remainder of the plugin configuration provides the necessary settings for communication between the plugin and the Autotask instance. The configuration settings include:
- Autotask Services URL: The services URL for the Autotask instance (e.g.,
<#>is the same number found in the URL used to access the Autotask web interface (e.g.,
- Autotask Username: The username of the API account.
- Autotask Password: The password of the above user.
- Autotask Note Type: The type of note used for BeyondTrust Session information (default value is 1).
- Autotask Update Time Entry: Choose if you want the integration to create time entries based on the session duration and primary representative.
- Autotask Publish Notes as Public: If enabled, notes are published as public notes, meaning that they can be seen by end-users.
- Time Entry Default Data: Only used if Autotask Update Time Entry is enabled. This setting contains a JSON string used to represent default data passed for certain fields when creating the time entry. Most can be left 'null', but a few are required.
- Enable Automatic Ticket Creation on Session Start: When a session starts that is not already tied to an existing ticket, a ticket is automatically created.
- This setting requires an external key to be formatted in a JSON string when the representative first joins the session and also requires the plugin to accept the Someone Joins a Support Session outbound event.
Ticket Default Data: This setting should be used only if automatic ticket creation is enabled. This setting contains a JSON string used to represent the default data passed for certain fields when creating a ticket. Any values provided in the external key override the corresponding default value provided here.
- defaultDomain: To identify a user in Autotask which matches the primary representative in the session, the BeyondTrust username is combined with this default domain to construct an email address. The email address should match a user in Autotask.
- roleName: This is a required field for time entry creation. The supplied role name must be a role in which any common BeyondTrust/Autotask users are members.
- summaryNotes: This is also a required field for time entry creation. The value supplied is used for all sessions.
After saving the configuration, click the test icon next to the new plugin configuration. No restart is needed.
On the BeyondTrust Middleware Engine server, in the <install dir>\Plugins\<integration>\Templates folder, there are multiple files ending with *.hbs. These files are used by the plugin to format the textual session report and exit surveys that are added to the corresponding ticket each time a BeyondTrust session ends or each time a survey is submitted. The templates can be edited if desired.
If changes need to be made to a template, it is a good idea to first back up the original in case the changes ever need to be reverted.
For additional information on Handlebars templates, see handlebarsjs.com.