Autotask - Kaseya Guide

Managed Services Extensions
Last updated on Wednesday, April 27, 2011
Copyright 2001 - 2011 Autotask. All Rights Reserved. Trademark Information All Autotask products are trademarks or registered trademarks of Autotask. All other brand and product names mentioned herein are trademarks or registered trademarks of their respective holders.
Table of Contents
Managed Services Extensions About Managed Services Extensions Getting Started with Managed Services Extensions Configuring the Device Discovery Adapter Accessing the Device Discovery Adapter About the Device Discovery Tab About the Notifications Tab About the Options Tab Setting the Monitoring Service Software Version Inactivating and Activating Device Discovery Setting the Schedule for Device Discovery Configuring Adapter Web Services Setting Advanced Configuration Options (Device Discovery Tab) Automatically create accounts Automatically create products Hide updates to Configuration Items in the Configuration Item Discovery Wizard Default warranty expiration date to a specified number of days after install date Do not generate e-mail notifications unless new or updated devices are detected Configuring the Options Tab Enable Round-Trip Closure Additional Features on the Options Tab Links to Extension Specific Documentation Specifying Notification Recipients (Notification Tab) About the E-mail Notification Notification Tab Quick Reference Designating Resources to Receive Notifications Running Device Discovery Automatically or Manually Running Device Discovery on an Automatic Schedule Launching Device Discovery Manually About Device Discovery Automatic Notifications 5 5 5 8 8 9 10 10 11 12 13 15 16 16 17 17 18 18 19 19 19 19 20 20 21 21 23 23 23 24
Page 2 of 57
Accessing the Autotask Device Discovery Extension Adapter About the Device Discovery Batch List Using the Configuration Item Discovery Wizard Launching the Configuration Item Discovery Wizard Accessing the Device Discovery Batch List About the List of Device Discovery Batches Device Discovery Batch List Quick Reference Launching the CIDW Ignoring All Devices in a Batch Step 1: Map Monitoring Service Customers to Autotask Accounts What Managed Service Data Will Map to Autotask Accounts? What Happens in Step 1 What is [Auto-Create]? Handling Multiple Customers/Sites Mapped to the Same Account Step 1 Quick Reference Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items What Managed Service Data Will Map to Autotask Configuration Items? What Happens in Step 2? Accepting, Deferring, or Ignoring Devices Mapping a Device to an Existing Configuration Item Handling Multiple Devices Mapped to the Same Configuration Item Step 2 Quick Reference Table Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item What to Do When There are No Configuration Items to Create What Happens in Step 3? Adding a New Product in Step 3 About the Auto-Create Option Step 3 Quick Reference Table Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery What Happens in Step 4 Reviewing and Adjusting Actions
24 24 25 26 26 26 26 27 27 28 28 28 29 29 29 31 31 31 32 33 33 35 37 37 37 38 38 39 41 41 41
Page 3 of 57
Finishing Product Discovery in the Wizard Quick Reference Table View the Summary of Actions Performed and Access the Contract Association View How to Access the Contract Association View Completing and Exiting the Wizard Quick Reference to Summary Information Associating a Newly Created Configuration Item with a Contract About Automatic Selections in the Contract Name Field About Automatic Selections in the Service or Service Bundle Name Fields Selecting Contracts to Associate with Configuration Items Resolving Additional Units to Recurring Service Contracts Completing the Contract Association and Closing the Configuration Item Discovery Wizard Quick Reference to Fields in this View Resolving Incorrect Customer or Device Mapping Device Discovery User-Defined Fields (UDFs) About Managed Services User-Defined Fields UDF Descriptions XML Token Elements for Use with Managed Services Extensions Managing Device Discovery User-Defined Fields Accessing Managed Services UDFs Editing Account User-Defined Fields Editing Configuration Item User Defined Fields Editing Ticket User Defined Fields Index
42 42 45 45 45 46 47 47 47 48 49 49 50 51 53 53 53 54 55 55 55 55 56 57
Page 4 of 57

About Managed Services Extensions
Autotask has partnered with several managed service providers to offer the Autotask Managed Service extensions. In addition to converting alert messages into Autotask tickets, managed services extensions allow you to retrieve device and customer data from the service provider's remote monitoring software and integrate that data with Autotask Accounts and Configuration Items. The Autotask Managed Services extensions (formerly AutotaskConnect for Integrations) have two primary components that allow you to integrate your monitoring service product and account data with Autotask functionality: Autotask Device Discovery and the Configuration Item Discovery Wizard.
l
Device Discovery Your managed services monitoring service automatically detects new devices on a customers network. With a managed service extension, the monitoring service makes the information available via a web service. Device Discovery periodically collects data on newly discovered devices from the web service and stores the data in Device Discovery batches. Batches are stored until you process them using the Configuration Item Discovery Wizard. Configuration Item Discovery Wizard When Device Discovery batches are available for processing, you can use the Configuration Item Discovery Wizard to review the data in the batches and map monitoring service customers to Autotask Accounts and devices to Configuration Items. The wizard provides a number of features to facilitate the review and mapping process: automatic account and product matching, account and product search tools next to the appropriate fields, and the option to create new accounts or products automatically.
Because monitoring services vary in their authentication process, functionality, and proprietary information, each managed service provider has its own extension. Each extension appears as a separate option in Autotask, identified by the managed service provider's name. You can, if desired, run extensions for more than one service provider.
Getting Started with Managed Services Extensions

Follow these steps to get started with a Managed Services Extension: 1. Contact Autotask Client Services to activate the extension for your managed services provider. The extension is ready to configure when the extension name is no longer grayed out.
Page 5 of 57
2. Contact your Monitoring Service provider to obtain the URL for its device discovery Web service, and a Username and Password to authenticate to the service. For security purposes, authentication information must be obtained from your monitoring service software provider. Current URLs for some monitoring services are available in the configuration documentation for the managed services extension. See the provider-specific configuration information for your monitoring service (links below). 3. Configure the Autotask adapter for your Monitoring Service. For general step by step information on configuring the adapter, see "Configuring the Device Discovery Adapter" on page 8. Kaseya Extension No Fluff Guide Kaseya Extension FAQ Managed Workplace Extension (LPI) No Fluff Guide Managed Workplace Extension (LPI) FAQ N-central Extension No Fluff Guide N-central Extension FAQ Zenith Extension No Fluff Guide Zenith Extension FAQ For more detailed provider specific configuration information, refer to Kaseya Extension
Page 6 of 57
Managed Workplace Extension N-central Extension Dell Silverback Extension Zenith Extension 4. Run Device Discovery. Refer to "Running Device Discovery Automatically or Manually" on page 23. 5. Once Device Discovery has run successfully and you have one or more batches ready for processing, you can run the Configuration Item Discovery Wizard. Refer to "Using the Configuration Item Discovery Wizard" on page 25. To download a printable User Guide in .PDF format, click the following link. Download the User Guide: Managed Services Extensions
Page 7 of 57
Configuring the Device Discovery Adapter

This topic provides vendor-neutral step by step instructions on how to configure the Device Discovery adapter for your Monitoring Service extension. It is intended to be used in conjunction with the vendor-specific instructions for your extension. Refer to the following document for your vendor: Kaseya Extension Managed Workplace Extension N-central Extension Zenith Extension SilverbackExtension
Accessing the Device Discovery Adapter

Before the device discovery process can begin, you must configure the Device Discovery extension adapter. You access the adapter through the Autotask Admin module. 1. Log into Autotask with an Administrator security license. 2. From the Admin left navigation menu select: AutotaskExtend > Extensions > [Monitoring Service Name] Extension. If your organization uses Device Discovery with more than one monitoring service, the menu includes separate links for each service. All extension adapters have both a Device Discovery tab and a Notification tab. Some monitoring service adapters also have an Options tab.
Page 8 of 57
About the Device Discovery Tab

From the Device Discovery tab you complete the following tasks:
l
Select the version of the monitoring service software (where applicable) that you are currently using. Refer to "Setting the Monitoring Service Software Version" on page 11. Activate or inactivate the adapter. Refer to "Inactivating and Activating Device Discovery" on page 12. Configure the automatic device discovery schedule and check the date/time of the next and last device detection. Refer to "Setting the Schedule for Device Discovery" on page 13. Configure the adapter Web services. Refer to "Configuring Adapter Web Services" on page 15. Setting the Advanced Configuration Options that determine how the Configuration Item Discovery Wizard imports devices and accounts into Autotask. Refer to "Setting Advanced Configuration Options (Device Discovery Tab)" on page 16. Launching the Device Discovery process manually or on a pre-determined schedule. Refer to "Running Device Discovery Automatically or Manually" on page 23.
Page 9 of 57
About the Notifications Tab

From the Notification tab you complete the following tasks:
l
Specify which resources receive notification when device discovery executes. Refer to "Specifying Notification Recipients (Notification Tab)" on page 20.
About the Options Tab

From the Options tab (when available) you enable options specific to your monitoring service. Note that this tab appears only when your service provides one or more additional options. Refer to "Configuring the Options Tab" on page 19.
Page 10 of 57
Setting the Monitoring Service Software Version
Setting the Monitoring Service Software Version

For monitoring service software where Autotask supports multiple versions, the supported versions appear in the [Monitoring Service Software] drop down menu. Select the appropriate version from . If this field is read only, it displays all supported versions. You do not need to select your version, the same settings will apply to all versions. If your current version does not appear in the menu or read only list, contact your monitoring service software provider.
Page 11 of 57
Inactivating and Activating Device Discovery
Inactivating and Activating Device Discovery

The Autotask managed services extension Device Discovery adapter contains an Active check box. The box is checked, or Active, by default. You can inactivate (disable) device discovery by clearing this box. When the Active check box is clear, device discovery is inactive. When Device Discovery is Inactive, the following is true:
l
Device Discovery does not run on schedule. You cannot manually launch device discovery. The Configuration Item Discovery Wizard is active and available to process previously discovered devices.
To inactivate device discovery, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. Click to clear the Active check box. To re-activate device discovery, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. Click to select the Active check box.
NOTE: W h en you r e- ac ti vate Devi c e Di s c over y, i f an au tomati c s c h ed u l e h as b een s et, Devi c e Di s c over y l au n c h es ag ai n at th e n ext s c h ed u l ed d ate/ ti me.
Page 12 of 57
Setting the Schedule for Device Discovery

Device discovery can run automatically on a pre-set schedule that you configure through the Device Discovery tab of the [Monitoring Service Name] extension Device Discovery adapter. The tab also displays the date and time of the last device discovery and, if Device Discovery is scheduled to run in the future, the display includes the date and time of the next scheduled Discovery. Note that before you have run Device Discovery and set the schedule for automatic discovery, N/A appears to the right of these labels.
TI P : If you r Devi c e Di s c over y ad ap ter d i s p l ays an op ti on to r es et th e l as t d i s c over y d ate an d ti me, p l eas e s ee th e ven d or s p ec i f i c d oc u men tati on f or you r exten s i on . T o ac c es s th e ven d or s p ec i f i c d oc u men tati on , s ee " Con f i g u r i n g th e Devi c e Di s c over y Ad ap ter " on p ag e 8 .
The Scheduling feature on the Device Discovery tab presents a list of the days of the week and a time menu.
l
To run device discovery automatically, you must select at least one day and at least one time. Time increments are in hours, from 12:00 AM to 11:00 PM Eastern Time (UTC-5).
You can specify multiple days and multiple times. Device discovery will run on each day selected at each time selected.
NOTE: Cu r r en tl y, th er e i s n o w ay to s c h ed u l e d evi c e d i s c over y to r u n au tomati c al l y at d i f f er en t ti mes on d i f f er en t d ays .
To set the schedule for automatic device discovery, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. From the list of days, select one or more check boxes to specify which days of the week device discovery will run. 3. From the list of hourly increments, click the hour of the day that device discovery will run.
Page 13 of 57
4. To specify multiple times of the day that device discovery will run, press Ctrl and click to select the times. 5. Device discovery will run at all specified times on all selected days. Currently, you cannot schedule device discovery to run at different times on different days. 6. Click Save. After you save your selections, the next discovery will occur on the next occurrence of the selected day of the week and time. For example, if you select Monday, Wednesday, and Friday at 12:00 AM for the schedule and you save the change on Monday at 6:00 PM, the next discovery will occur at 12:00 AM on Wednesday. Alternately, you can launch device discovery manually using the Launch button located on the adapter. A manual launch does not affect the scheduled launches. See "Running Device Discovery Automatically or Manually" on page 23.
Page 14 of 57
Configuring Adapter Web Services
Configuring Adapter Web Services

The Adapter Web Services fields on the Device Discovery tab of the Autotask Connect for adapter allow you to specify the following:
l
The URL to access the Monitoring Service's Web services A Username and Password for authentication to that Web service
NOTE: Some exten s i on s , f or examp l e, Zen i th an d Man ag ed W or kp l ac e ver s i on MW 2 0 1 0 , h ave u n i q u e r eq u i r emen ts f or th ei r Ad ap ter W eb Ser vi c es . T o c on f i g u r e Ad ap ter W eb Ser vi c es th at ap p ear d i f f er en t f r om th e f ol l ow i n g i mag e, you mu s t c h ec k th e exten s i on s p ec i f i c d oc u men tati on . Cl i c k to s el ec t th e ap p r op r i ate l i n k b el ow .
Your monitoring service should supply you with the URL and a Username and Password.For security purposes, your Username and Password must come from your monitoring service, not from Autotask. Check the Device Discovery Configuration document specific to your monitoring service software. Note that you can also find the standard URL for some services in the Device Discovery Configuration document for that service. Refer to the following documents: Kaseya Extension Managed Workplace Extension N-central Director Extension Zenith Extension Silverback Extension To add or edit the URL and Username and Password, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. Under Adapter Web Services, locate the URL, Username, and Password fields. 3. Enter the complete URL for the monitoring service's Web Services site. 4. Enter the Username and Password provided by the Monitoring Service for authentication to their Web Services. 5. Click Save.
Page 15 of 57
Setting Advanced Configuration Options (Device Discovery Tab)

The advanced configuration options allow you to customize the Configuration Item Discovery Wizard (CIDW) to further automate account and Configuration Item mapping.
NOTE: On e or mor e ad van c ed op ti on s may n ot b e avai l ab l e f or you r mon i tor i n g s er vi c e s of tw ar e. If an op ti on i s n ot avai l ab l e, th e text b ox an d ac c omp an yi n g text f or th at op ti on d i s p l ay i n g r ay. For ad d i ti on al i n f or mati on s p ec i f i c to you r mon i tor i n g s er vi c e s of tw ar e, s ee th e Au totas k [ Mon i tor i n g Ser vi c e] exten s i on c on f i g u r ati on d oc u men t s p ec i f i c to you r s er vi c e.
To set Advanced Configuration Options, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. The adapter configuration page opens with the Device Discovery tab displayed. 2. Click to select the check box next to the option you want to turn on; alternately, if the check box is already selected, click to clear and turn the option off. The following sections describe each Advanced Option.
Automatically create accounts

This option specifies whether the CIDW should automatically create a new Autotask Account if device discovery includes a customer, site, location, etc. that the CIDW cannot automatically match to an existing Autotask Account.
Action Select this option Result The CIDW compares all customers or sites in the device discovery batch to existing Autotask Accounts. A match occurs when the customer or site name is identical to the account name. If the CIDW cannot match a monitoring service customer or site to an existing Autotask Account, the CIDW sets the default for the Autotask Account field in Step 1 to [Auto-Create]. When you complete the CIDW, Autotask creates a new matching Account and maps the customer/site to the new Account. You can override [Auto-Create] and manually create an Account. Do not select this option If the CIDW cannot match a monitoring service customer or site to an existing Autotask Account in Step 1, the CIDW does not automatically create an Account. You must manually create an Account that the CIDW can map the customer or site to when you finish the CIDW. For additional information, see "Step 1: Map Monitoring Service Customers to Autotask Accounts" on page 28. NOTE: You are not required to have a matching Autotask Account for all customers or sites; however, if you do not provide a match for a customer/site, the devices for that customer/site will not appear in the remaining steps of the wizard. In order to have devices to reconcile in the remaining steps of the Wizard, at least one customer/site from the batch must be previously mapped to an Autotask Account or have a matching Account for the CIDW to map to.
Page 16 of 57
Automatically create products

This option specifies whether the CIDW should automatically create a new Autotask Configuration Item if device discovery includes a device that the CIDW cannot automatically match to an existing Autotask Configuration Item.
Action Select this option Result The CIDW compares the device (or machine) ID of detected devices to the [Managed Services Provider] Device ID UDF for all existing Configuration Items and looks for an exact match. A match occurs if the device (or machine) ID is identical to the information in a Configuration Item's Device ID UDF. If the CIDW cannot match a discovered device to an existing Autotask Configuration Item in Step 2, it looks for a matching Autotask product in Step 3 on which to base a new Configuration Item. A match occurs if the device model name or device class name is identical to a product name. When you select this option, if no match is found, the CIDW sets the default for the Product field in Step 3 to [Auto-Create]. When you complete the CIDW, it automatically creates an Autotask product, bases a new Configuration Item on the newly created product, and maps the device to the new Configuration Item. You can override [Auto-Create] and manually create a product for the CIDW to use as a basis for the new Configuration Item. Do not select this option If the CIDW cannot match a device to an existing Autotask Configuration Item, Autotask will not automatically create a product in Step 3. You can either use the Product Selector to manually select a product, or you can use the New button inside the Product Selector to create a new product on the fly. For additional information, see "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37. NOTE: In Step 3, the Product field is required. If you have not enabled this option, you must manually create a product for each Product field that is incomplete or select an existing product.
Hide updates to Configuration Items in the Configuration Item Discovery Wizard

The device discovery process collects information on all changes to the monitoring service device inventory, including any updates or changes to existing Configuration Items (if provided by your monitoring application). Although updates appear in the CIDW display, they do not require any action. This option allows you to hide updates and reduce the number of lines displayed in the CIDW.
Action Select this option Result All updates are hidden in the CIDW. They do not appear in the display and are not included in the Step 4 summary list of actions performed. If a batch contains only updates, and you have chosen to hide updates, a message appears when you open the batch for processing. The message indicates that the batch contains only updates and does not require processing.
Page 17 of 57
Action Do not select this option
Result Updates appear in the CIDW. They are listed in the display but do not require any action. They are grayed out in Step 2; they do not appear in step 3. They re-appear in the Step 4 summary list of actions performed as normal (not grayed out) lines with the Configuration Item action 'None'.
Default warranty expiration date to a specified number of days after install date
This option allows you to set a default device warranty expiration date offset (from the install date) for newly created Configuration Items. Step 3 of the CIDW allows you to create a new Configuration Item to map a device to if the wizard cannot map a device to an existing Configuration Item. When you create the Configuration Item in Step 3, you can specify a Warranty Expiration Date. This option sets a default Warranty Expiration Date that is a specified number of days after the install date.
Action Select this option Result You must specify a number of days in the field following the check box. All discovered devices that appear in Step 3 of the CIDW, that is, that have been accepted but are not mapped to a Configuration Item, will have a default warranty expiration date that is equal to the install date plus the specified number of days. This default expiration date can be manually overridden for individual devices in step 3. Do not select this option The warranty expiration date for all products that appear in Step 3 defaults to null. You can enter a date in the field or leave it as null.
Do not generate e-mail notifications unless new or updated devices are detected
This option allows you to specify that Autotask Device Discovery should limit automatic device discovery notifications to only those times when new or updated devices are discovered.
Action Select this option Result Autotask Device Discovery will not generate e-mail notifications unless new or updated devices are detected. If the box is not checked, Autotask Device Discovery will send notifications every time device discovery executes.
Do not select this option
Page 18 of 57
Configuring the Options Tab
Configuring the Options Tab

This tab provides configuration features for vendor specific integration options.
NOTE: T h i s tab ap p ear s f or th e Kas eya an d Man ag ed W or kp l ac e exten s i on s on l y.
Enable Round-Trip Closure

When this check box is selected, the Kaseya and Managed Workplace alerts are cleared when the corresponding Autotask ticket is set to complete.
Additional Features on the Options Tab

Some extensions have unique features on the Options tab that do not apply to any other extension. If the Options tab you are setting up includes additional features, you must check the documentation specific to that extension.
Links to Extension Specific Documentation

Kaseya Extension Managed Workplace Extension Zenith Extension Silverback Extension
Page 19 of 57
Specifying Notification Recipients (Notification Tab)

Autotask Device Discovery generates an automatic notification each time device discovery is executed and sends the notification to designated resources. The Notification tab allows you to designate which resources will receive the automatic notifications and, if a resource has provided multiple e-mail addresses, which e-mail address to use.
If preferred, you can specify that device discovery generate emails only when new or updated devices are detected. You specify this option under Advanced Options on the General tab.
About the E-mail Notification
The e-mail notification contains the following information:
Page 20 of 57
The name of the Adapter used for the device discovery The device discovery mode of operation, that is, automatic or manual The date and time that the device discovery was launched The next scheduled launch date and time A link to open the Configuration Item Discovery Wizard The name of the customer, site, location, etc., for which a device was detected The device name Any additional device information collected by Device Discovery, for example, serial number or MAC address
Notification Tab Quick Reference

The Notification tab lists all Autotask resources, their e-mail addresses, and the e-mail type of each address. Resources are listed separately for each e-mail address, that is, a resource with two e-mail addresses appears twice on the list. Each resource can have up to three e-mail addresses; each e-mail address is assigned an e-mail type, for example, Primary or Mobile. The following table describes the tasks you can perform from the Notification tab.
Task Select a resource to receive device discovery automatic notification Action Locate the correct resource and correct resource e-mail address listing in the list of resources. Click to select the check box next to the resource name. Stop a resource currently receiving noti- Locate the correct resource and correct resource e-mail address listing fication from receiving future notiin the list of resources. fications Click to clear the check box next to the resource name.
Designating Resources to Receive Notifications

To designate resources to receive automatic e-mail notifications, or stop notification for a resource, do the following. 1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. Click the Notification tab. 3. In the list of resources, locate the correct resource and resource e-mail address.
NOTE: For r es ou r c es w i th mu l ti p l e e- mai l ad d r es s es , b e s u r e you s el ec t th e c or r ec t e- mai l ad d r es s .
4. Repeat as needed for additional resources. 5. Click Save.
Page 21 of 57
Page 22 of 57
Running Device Discovery Automatically or Manually

To detect newly installed devices found by your monitoring service, you must run device discovery automatically on a pre-set schedule or use the manual launch option. When device discovery runs, newly discovered device information is saved in one or more batches that you can process using the Configuration Item Discovery Wizard. Notification is sent automatically to pre-selected resources every time device discovery runs or, if you prefer, only when new or updated devices are detected.
Running Device Discovery on an Automatic Schedule

Device Discovery can operate automatically on a pre-determined schedule without need for manual intervention. You can set a schedule to run device discovery on one or more days of the week at one or more times per day at the same time each day. Note that currently you cannot schedule device discovery to run at different times on different days. For information on setting the Device Discovery schedule, see "Setting the Schedule for Device Discovery" on page 13.
Launching Device Discovery Manually

You can launch device discovery manually at any time even if device discovery is also set to run on an automatic schedule. Manual launches function identically to automatic execution, including notification.
NOTE: If you l au n c h man u al l y an d d evi c e d etec ti on i s al s o c on f i g u r ed f or au tomati c exec u ti on , d evi c e d etec ti on w i l l c on ti n u e to exec u te at th e n ext s c h ed u l ed d ate an d ti me.
You manually launch Device Detection from the Device Discovery tab of the Device Discovery extension adapter. Administrative permission is required.
1. From the Admin left navigation menu select AutotaskExtend > Extensions > [Monitoring Service Name] Extension. 2. Click Launch. A message opens to inform you that device discovery will launch and notification will be sent to designated recipients when discovery is completed. 3. Click OK. For information on accessing the extension adapter, see Accessing the Autotask Device Discovery Extension Adapter, below.
Page 23 of 57
About Device Discovery Automatic Notifications

Automatic notifications inform pre-selected resources when device discovery has executed. Notification is triggered for both scheduled and manual launches. You can specify whether notification is sent every time that device discovery executes, or only when new or updated devices are detected. You specify which resources receive notification through the Notification tab of the Autotask Device Discovery extension adapter. You can also specify whether notification is sent every time that device discovery executes, or only when new or updated devices are detected. This option is configured under Advanced Options on the General tab of the adapter. See "Specifying Notification Recipients (Notification Tab)" on page 20 or "Setting Advanced Configuration Options (Device Discovery Tab)" on page 16.
Accessing the Autotask Device Discovery Extension Adapter

You set the Device Discovery schedule and notification recipients and launch Device Discovery manually from the Autotask for Device Discovery extension adapter. Administrative permissions are required. The adapter is located in the Admin module.
l
From the Admin left navigation menu, select AutotaskExtend > Extensions > [Monitoring Service Name] Extension.
About the Device Discovery Batch List

Information about newly discovered devices is saved in one or more batch files listed in the Device Discovery batch list. The list appears as the first view of the Configuration Item Discovery Wizard, accessed from the CRM module left navigation menu:
l
CRM > Configuration Items > Launch [Monitoring Service Name] Discovery Wizard
Batches are listed in chronological order starting with the earliest discovered batch. If there are currently no batches that require processing, a message appears on the page. Batch size is limited to 200 devices. If device discovery detects more than 200 devices that require reconciliation, additional batch files are generated as needed. When multiple batch files are generated, they are numbered consecutively starting at 1. Each time device discovery launches, batch file numbering restarts at 1. You launch the Configuration Item Discovery Wizard (CIDW) from the list of batch files. The CIDW maps customers and discovered devices to Autotask Accounts and Configuration Items. For additional information on the Device Discovery batch list and the Configuration Item Discovery Wizard, see "Launching the Configuration Item Discovery Wizard" on page 26.
Page 24 of 57
Using the Configuration Item Discovery Wizard
Using the Configuration Item Discovery Wizard

The Autotask Managed Services extensions (formerly AutotaskConnect for extensions) have two primary components that allow you to integrate your monitoring service product and account data with Autotask functionality: Autotask Device Discovery and the Configuration Item Discovery Wizard.
l
Autotask Device Discovery retrieves information from your monitoring service about newly detected devices, see "Configuring the Device Discovery Adapter" on page 8. The Configuration Item Discovery Wizard associates discovered devices with Autotask Products, Accounts, and if desired, Contracts.
The Configuration Item Discovery Wizard (CIDW) is a step by step process that allows you to map the monitoring service data obtained through Autotask Device Discovery to Autotask Accounts and Configuration Items. This mapping allows you to integrate monitoring service customer and device information with Autotask technologies. The CIDW takes the device discovery batch information and attempts to map the monitoring service's customer information to Autotask Accounts and device information to Autotask Configuration Items.
l
When the CIDW cannot match to an existing account or Configuration Item, Autotask can automatically create a new account or Configuration Item or you can manually search for a matching account or product and, if no match exists, create a new account or new Configuration Item right from the CIDW interface. If a new account is created, the CIDW maps the account to the customer or site; if a new product is created, the CIDW uses the product as the basis for creating a new Configuration Item to map the device to.
The CIDW has six views; the Launch page, four steps, and a final summary. You can also access a view that allows you to associate newly created Configuration Items with contracts before completing the wizard. The following topics provide the information you need to launch and complete the CIDW. "Launching the Configuration Item Discovery Wizard" on page 26 "Step 1: Map Monitoring Service Customers to Autotask Accounts" on page 28 "Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items" on page 31 "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37 "Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery" on page 41 "View the Summary of Actions Performed and Access the Contract Association View" on page 45 "Associating a Newly Created Configuration Item with a Contract" on page 47 "Resolving Incorrect Customer or Device Mapping" on page 51
NOTE: Y ou c an g o th r ou g h th e top i c s i n or d er or c l i c k See Al s o at th e en d of eac h top i c to s el ec t a l i n k to an y of th e top i c s .
To download a printable PDF version of the Autotask Device Discovery and Configuration ItemDiscovery Wizard User Guide, click here.
Page 25 of 57
Launching the Configuration Item Discovery Wizard

You launch the Configuration Item Discovery Wizard (CIDW) from the [Monitoring Service Name] Batch List view.
Accessing the Device Discovery Batch List

You can access the Batch List in two ways:
l
From the automatic e-mail notification sent when device discovery executes: Click the link "Click here to reconcile devices(s) in Autotask". If you are not already logged into Autotask, the Login screen opens first.
From the left navigation menu in the Autotask CRM module: Select Configuration Items > Launch [Monitoring Service Name] Device Discovery.
About the List of Device Discovery Batches

The Autotask managed services extension list of batches is the first view of the CIDW. It contains the following:
l
A grid that lists all batches created by device discovery that contain devices that have not been reconciled Batches are listed in chronological order starting with the earliest discovered batch. For each batch the grid lists the device discovery date/time, the batch number, and the number of devices that require reconciliation. A message alerts the user if there are currently no batches to reconcile. Batch size is limited to 200 devices. If more than 200 devices are detected that require reconciliation, additional batches are generated as needed. When device discovery generates multiple batches with one launch, the batches are numbered consecutively starting at 1. Each time device discovery launches, batch file numbering restarts at 1.
A Launch Wizard link to the left of each batch in the list Click this link to open the CIDW to process the data from the batch.
A right-click menu option, Ignore All Devices in this Batch, that is available for each listed batch Right-click the line for any listed batch and then select "Ignore All Devices in the Batch" to ignore the devices in the batch and remove the batch from the list. Devices will not re-appear in the list until they are detected in a future discovery.
Device Discovery Batch List Quick Reference

The batch list grid includes the following information:
Column Launch Wizard link Description Click the Launch Wizard link to the left of a batch to launch the first step of the Configuration Item Discovery Wizard to process that batch.
Page 26 of 57
Column Discovery Date Batch Number
Description The date and time that device discovery created the batch. List is sorted by Discovery Date/Time.
A sequential identifier for the batch. Numbering restarts at 1 each time device discovery executes. Batch size is limited to 200. If device discovery detects more than 200 devices, one or more additional batches are created to hold the additional devices. Additional batches created from one launch are numbered consecutively. The number of devices in the batch that have not been reconciled.
Remaining Devices Right-click menu option
Right-click the line for any batch and then select "Ignore All Devices in the Batch". When you select this option, Device Discovery ignores all devices in the batch. The batch is removed from the list and the devices do not appear again in a batch until they are detected by a future discovery.
Launching the CIDW

Batches waiting for reconciliation are listed in chronological order.
NOTE: T o p r even t over w r i ti n g n ew er i n f or mati on w i th ol d er i n f or mati on , Au totas k s tr on g l y r ec ommen d s th at you r ec on c i l e th e b atc h es i n th e or d er i n w h i c h th ey w er e c r eated .
l
To begin reconciliation of a batch, click the Launch Wizard link next to the batch. If your device discovery adapter is configured to hide updates and the batch contains only devices listed as updates, a message opens indicating that the batch contains updates only and no processing is required. Click OK to reconcile the batch without further action, or click Cancel to stop the reconciliation.
NOTE: T h e op ti on to vi ew or h i d e u p d ates i s c on f i g u r ed b y an Ad mi n i s tr ator i n th e Devi c e Di s c over y Ad ap ter , ac c es s ed th r ou g h th e Admi n modu l e > Au t ot ask Ext en d > Ext en si on s > [ Mon i t ori n g S erv i ce Name] Ext en si on .
Ignoring All Devices in a Batch

The list of batches provides a right-click menu option that allows you to ignore all devices in a batch. When you right-click and select this option for a batch, the batch no longer appears in the list of batches and devices in the batch will not appear in any batch until they are detected again in a future discovery.
l
To ignore all devices in a batch and remove the batch from the list, right-click the line for the batch and select "Ignore All Devices in this Batch". A message indicates that the batch will be removed from the list and the devices in the batch will not appear again until they are detected in a future discovery. Click OK to proceed or Cancel to close the message and keep the batch in the list.
Go to "Step 1: Map Monitoring Service Customers to Autotask Accounts" on page 28.
Page 27 of 57
Step 1: Map Monitoring Service Customers to Autotask Accounts

NOTE: For c on s i s ten c y, th i s d oc u men tati on u s es th e ter m Cu s tomer to r ef er to th e man ag ed or g an i z ati on th at map s to an Au totas k Ac c ou n t.
In Step 1 of the Configuration Item Discovery Wizard (CIDW), you will map incoming customers to Autotask Accounts.
NOTE: If you d o n ot map a c u s tomer , al l d evi c es i n th e b atc h f r om th at c u s tomer ar e d ef er r ed . At l eas t on e c u s tomer f r om a b atc h mu s t map to an Au totas k Ac c ou n t i n or d er to p r oc eed to Step 2 .
What Managed Service Data Will Map to Autotask Accounts?

Autotask Accounts map to the organizations being managed by the monitoring service. Each managed organization maps to an individual Autotask Account. Generally, an Autotask Account can map to only one organization.
NOTE f or Kasey a U sers: For i n f or mati on s p ec i f i c to th e map p i n g of Kas eya or g an i z ati on s , s ee th e Kas eya E xten s i on PDF.
Managed service applications each use their own term to describe the organization being managed, for example, Customer, Site, Group, or Machine Group, or Organization. Each Autotask managed services extension interface displays the term specific to the service currently being used. The label of the first column in Step One reflects the term used by the service to describe the managed organization. For example, the first column label might be [Monitoring Service Name] Customer or [Monitoring Service Name] Group.
What Happens in Step 1

l
The CIDW checks to see if a customer in the batch has been previously mapped to an Autotask Account. If so, it displays the account name and the field cannot be edited.
NOTE: If al l c u s tomer s i n th e b atc h ar e al r ead y map p ed , th at i s , th ey h ave b een map p ed i n a p r evi ou s d evi c e d i s c over y, n o f i el d s ar e ed i tab l e an d a mes s ag e ap p ear s i n d i c ati n g th at th er e ar e n o c u s tomer s th at r eq u i r e map p i n g . Y ou c an c l i c k th e Next b u tton to c on ti n u e.
If the customer is not mapped, the CIDW checks for an existing Autotask account with the same name and if a match is found, defaults to that account. You can edit this field to over-ride the automatic match. If no account is found and the Auto-Create account option was enabled in the Device Discovery Adapter configuration, [Auto-Create] appears in the field and the CIDW will automatically create a new account and map the customer to the account. You can edit the field to over-ride auto-create but you cannot leave the field empty.
NOTE: T h e map p i n g d oes n ot take p l ac e u n ti l you c l i c k Fi n i s h ( i n Step 4 ) ; th er ef or e, au tomati c al l y c r eated ac c ou n ts ar e n ot s aved u n l es s you f i n i s h th e CIDW .
If the CIDW cannot find a matching account, and Auto-Create Account is not enabled, the field is empty and you can manually select an account or create a new account.
Page 28 of 57
What is [Auto-Create]?
If the option to automatically create new accounts is enabled for device discovery for this monitoring service, and the CIDW cannot find an Autotask Account to match to a customer or site in the grid, then [Auto-Create] appears in the Autotask Account Name field. If [Auto-Create] appears in the Autotask Account Name field, when you click complete the CIDW, it automatically creates a new account populated with the monitoring service's customer name and maps the customer or site to the new account.
NOTE: Ac c ou n ts c r eated th r ou g h th e au to- c r eate op ti on ar e n ot s aved an d th e c u s tomer or s i te i s n ot map p ed to th e ac c ou n t u n ti l you c omp l ete th e W i z ar d .
If desired, you can use the data selector to manually select an Account or create a new account and override the Auto-create option. You cannot clear the field and leave it empty. If you do not select or create an Autotask Account to populate the field, the Auto-create option will always create a new account. The Auto-Create option is enabled in the Device Discovery configuration view. You access Device Discovery configuration from the Admin module. Administrator permission is required.
l
From the Admin navigation menu, select AutotaskExtend > Extensions > Device Discovery for [Monitoring Service Name]
Handling Multiple Customers/Sites Mapped to the Same Account

The CIDW cannot map multiple customers or sites to one account. When you click Next, the CIDW checks for multiple matches to accounts. A warning message opens if the CIDW detects either of the following conditions.
l
You have matched a customer or site to an account to which a different customer or account was previously mapped. You have matched more than one customer/site to the same account.
If a warning message appears indicating that you cannot map multiple customers or sites to an account, do the following. 1. Note the Autotask Account Name referred to in the message and click OK to close the warning. 2. In the Step 1 screen, locate or create a different account to replace the Autotask Account Name referred to in the warning message. 3. Click Next. Autotask will stop validation when it finds the first account that is mapped to multiple customers or sites. If there are additional instances where accounts are mapped to multiple customers/sites, another error message appears when you click Next after fixing the first instance.
Step 1 Quick Reference

The Step 1 grid lists any customer for which one or more devices were detected during discovery. The following table describes fields in the grid.
Page 29 of 57
Column Customer Name
Description Lists the name of the customer or site provided by the monitoring service at device discovery. If the customer that appears in the row has been previously mapped, this column displays the name of the associated Autotask Account. You cannot edit the account name If the CIDW has found a likely match, that account name appears. A likely match for an account must match the customer or site name exactly. You can edit this field to override the match. If a warning icon appears next to the data selector, the CIDW found multiple matching accounts for the customer. You must use the data selector to choose an account. If this column displays [Auto-Create], no match was found and the Auto-create accounts option is enabled for the CIDW. If you do not select or create an account to complete the field, Autotask will automatically create a new account and map it to the listed customer. Note that the new account is not created until you click Finish in Step 4. If the field is empty, no match was found and Auto-create account is not enabled, click the data selector icon to search all Autotask Accounts for a match or create a new Autotask Account if no match is found. NOTE: You are not required to complete an empty field; however, if you click Next without completing the field, no discovered devices will appear for this customer in the remaining steps of the CIDW. All devices for this account will be deferred until the next time you launch the CIDW. At least one customer or site must be mapped to an account in Step 1 in order to have devices appear in Step 2.
Autotask Account Name
Go to "Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items" on page 31.
Page 30 of 57
Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items
In Step 2 of the Configuration Item Discovery Wizard (CIDW), you must complete two tasks:
l
For each device in the list, specify one of three actions: Accept, Defer, or Ignore. Accept is the default action. See "Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items" on page 31. Map discovered devices to Autotask Configuration Items, where matching Configuration Items exist. Note that if you cannot find a matching Configuration Item in this step, Step 3 allows you to create a Configuration Item to which you can map the device. See "Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items" on page 31.
For a description of the fields and data that appear in Step 2, see the "Step 2 Quick Reference Table" on page 35.
What Managed Service Data Will Map to Autotask Configuration Items?

Autotask Configuration Items map to the items being managed by the service. Each managed item maps to an individual Autotask Configuration Item. An Autotask Configuration Item can map to only one item. Managed service applications each use their own term to describe the items being managed, for example, Device or Machine. The Autotask managed services extension interface displays the term specific to the service currently being used.
NOTE: For c on s i s ten c y, th i s d oc u men tati on u s es th e ter m Devi c e to r ef er to th e man ag ed i tems th at map to Au totas k Con f i g u r ati on Items .
What Happens in Step 2?

l
The grid lists all discovered devices for the current batch for all customers that have been mapped to an Autotask Account. Devices are listed by customer and you can expand or collapse the list of devices for each customer.
NOTE: If a c u s tomer h as n ot b een map p ed to an Au totas k Ac c ou n t, th e d evi c es as s oc i ated w i th th at ac c ou n t d o n ot d i s p l ay i n Step 2 .
Devices with discovery type of Update do not require any action and are grayed out in the list. If the Hide Updates option was enabled during the Device Discovery adapter configuration, devices with discovery type Update do not appear in the Wizard. For information on hide updates, see the "Setting Advanced Configuration Options (Device Discovery Tab)" on page 16.
Three options, Accept, Defer, or Ignore, are available for each device. Accept is selected by default for all devices. You cannot leave Step 2 unless all devices have an option selected. The CIDW checks to determine if a device has been previously mapped to an Autotask Configuration Item. If previously mapped, the Configuration Item name appears in the Configuration Item Name column as a non-editable field.
Page 31 of 57
If the CIDW cannot locate a previously mapped Configuration Item, it attempts to find a Configuration Item that matches the device. When a likely match is found, the Configuration Item appears in the Configuration Item Name column as an editable field. If the CIDW found multiple possible matches for the Configuration Item, a warning icon appears after the data selector icon. You must use the data selector to choose the correct match. If no likely Configuration Item match is found, the editable text field is empty and equipped with a Configuration Item Selector, except for accounts that used the Auto-Create feature in Step 1. The auto-create
option does not save the account data until you complete the Wizard. Since the account does not yet exist, there are no Configuration Items to select.
NOTE: If th er e i s n o matc h i n g Con f i g u r ati on Item f or an y f i el d , th e CIDW al l ow s you to c r eate a Con f i g u r ati on Item i n Step 3 .
Accepting, Deferring, or Ignoring Devices

You must select an action for each device listed in Step 3. The action choices, Accept, Defer, or Ignore, appear in the left most column of the list of devices. Accept: accepts the device and any Configuration Item mapped to it.
l
If the Action Type is Add and there is no Configuration Item mapped, the device appears in Step 3. In Step 3 you can add a Configuration Item to map to.
If the Action Type is Add and a Configuration Item has been mapped, the device does not appear in Step 3 but appears in Step 4, Summary of Actions. If the Action Type is Update, the device does not appear in Step 3 but appears in Step 4, Summary of Actions. If the Action Type is Inactive, the device does not appear in Step 3 but appears in Step 4, Summary of Actions.
Defer: no action is taken on the device for this session of the CIDW.
l
The device does not appear again in this CIDW session. The device appears again in the next CIDW session. The current batch re-appears in the list of batches waiting to be processed but contains only those devices previously deferred.
Ignore: causes the device to be ignored in this batch.

l
The device does not appear again in this session of the CIDW. The device is considered to be completely processed. The ignored device does not appear again in any session of the CIDW unless it is detected again in a future device discovery and added to a new batch.
Page 32 of 57
NOTE: Y ou c an r i g h t- c l i c k i n th e Step 2 g r i d an d s el ec t an op ti on to Ac c ep t al l d evi c es , Def er al l d evi c es , or Ig n or e al l d evi c es . T h i s f eatu r e ap p l i es th e s el ec ted op ti on to al l d evi c es . If d es i r ed , you c an man u al l y s el ec t an al ter n ate op ti on f or i n d i vi d u al d evi c es .
Mapping a Device to an Existing Configuration Item

The CIDW checks to see if a device has been previously mapped to a Configuration Item. If the CIDW cannot locate a previously mapped Configuration Item, it attempts to find a Configuration Item that matches the device.
l
If the CIDW finds a likely match, the Configuration Item appears in the Configuration Item Name field. This field is editable and equipped with a Configuration Item data selector. Note that the Configuration Item data selector displays only Configuration Items associated with the Account. If the CIDW finds multiple possible matches for the Configuration Item, a warning icon appears after the data selector icon next to the field. You must use the data selector to choose the correct Configuration Item. If the CIDW does not find a matching Configuration Item, the field is empty. You can use the Configuration Item Selector to look for a matching Configuration Item unless you used the Auto-Create Account option in Step 1. Because the Configuration Item Data Selector uses account information, and the auto-create option does not save the account until you complete the Wizard, the Configuration Item Data Selector cannot be used.
Handling Multiple Devices Mapped to the Same Configuration Item

The CIDW will not allow you to map multiple devices to the same Configuration Item. When you click Next after completing Step 2, a warning message opens if the CIDW detects that you have done one of the following:
l
Mapped more than one device to the same Configuration Item in this batch Mapped a device in this batch to a Configuration Item previously mapped to a different device
The message provides the name of the Configuration Item to which multiple devices have been mapped. You must resolve all instances of multiple devices mapped to a Configuration Item before you can continue. To resolve an instance of multiple devices mapped to the same Configuration Item, do the following. 1. Note the Autotask Configuration Item referred to in the message and click OK to close the warning. 2. In the Step 2 screen, select a different Configuration Item to replace the Configuration Item to which multiple devices are mapped. 3. If there is no other existing Configuration Item to map to, leave the field blank and create a new Configuration Item in Step 3. 4. Click Next. Autotask will stop validation when it finds the first instance of multiple devices mapped to the same Configuration Item. If there are additional instances where multiple devices are mapped to a Configuration Item, another error message appears when you click Next after fixing the first instance.
Page 33 of 57
Page 34 of 57
Step 2 Quick Reference Table

Column Heading Account Name (This heading appears as a divider, not a column heading) Show or hide devices Accept Note that the Accept button is selected by default. Description The Account Name bar extends across all columns. It indicates the customer or site name along with the customer ID and the name of the Autotask Account mapped to the customer/site. All discovered devices for the customer/site appear below the bar. Click on the title bar to expand (show) or collapse (hide) the list.
Click this button to accept a device, the Discovery Type associated with the device, and the Configuration Item if one has been mapped. When you Accept a device: - If the Discovery Type is Add and no Configuration Item is mapped in this step, the device appears in Step 3 of the CIDW. - If the Discovery Type is Add and a Configuration Item is mapped, or if the Discovery Type is Inactivate or Update, the device does not appear in Step 3. All Discovery Types appear in the Step 4 Summary of Actions. NOTE: If the option to hide updates to Configuration Items is enabled, devices with the Discovery Type 'Update' do not appear in any step of the CIDW.
Defer
Click this button to defer action on the device. The device does not appear again in the current CIDW session. The device appears again the next time the CIDW is launched. Click this button to ignore this device. The device no longer appears in the CIDW and does not appear again in the CIDW unless it is detected again in a future device discovery. You cannot map the device using the CIDW until it is detected in a future device discovery. Right-click in the list of products and select an option, Accept, Defer, or Ignore, to apply that option to all devices that appear in the list.
Ignore
Right-click Menu Options: Accept all, Defer all, Ignore all Device ID Device Name Serial Number Discovery Date
The monitoring service ID for the device as reported during device discovery. The monitoring service name for the device as reported during device discovery. The device serial number as reported during device discovery. The device discovery date as specified by the monitoring service and reported during device discovery. If Discovery Date is not reported, the field contains the date that the device was first passed to Autotask. An indicator of what action caused the device to be included in the discovery. Add indicates that the device is new and being added. Update indicates that the records for the device were updated. Inactivate indicates that the monitoring service can no longer detect the device on the network.
Discovery Type
Page 35 of 57
Column Heading Configuration Item Name
Description The CIDW compares the device (or machine) ID of each device in the current batch to the managed service provider's Device ID UDF for existing Configuration Items and looks for an exact match. If the CIDW finds a match to a previously mapped Configuration Item for this device, the Configuration Item name appears in this column as a non-editable field. If no match is found, that is, the device was not previously mapped, this column contains a text field equipped with a Configuration Item Data Selector. - If the CIDW found a matching Configuration Item that was not previously mapped to this device, the Configuration Item appears in the text field. You can override this content. - If a warning icon appears after the data selector icon, it indicates that the CIDW found multiple matching Configuration Items. You must use the Configuration Item Selector to select a Configuration Item. - If no match was found, the field is empty. - If you cannot locate an existing Configuration Item to map to the device, leave the field empty. Step 3 allows you to create a Configuration Item to map the device to. NOTE: You cannot map more than one device to any Configuration Item. If the CIDW detects that you have mapped multiple devices to a Configuration Item, a warning message appears when you click Next and you must re-map the improperly mapped device(s).
Go to "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37.
Page 36 of 57
Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item
In Step 3 of the Configuration Item Discovery Wizard (CIDW), you create a Configuration Item for each device for which you were unable to find a matching Configuration Item in Step 2. If there are no Configuration Items to create, a message opens to inform you why there are no Configuration Items to create.
NOTE: Step 3 s h ow s on l y d evi c es th at w er e ac c ep ted i n Step 2 b u t n ot map p ed to Con f i g u r ati on Items .
To create a Configuration Item, you must find or add an Autotask Product that matches the device. See "What Happens in Step 3?" on page 37. The Configuration Item Discovery Wizard (CIDW) then takes that product information and the device information obtained from Device Discovery and creates a Configuration Item for the account.
What to Do When There are No Configuration Items to Create

There are two possible reasons why there are no Configuration Items to create:
l
All accepted devices have been associated with existing Configuration Items. Click Next and proceed to "Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery" on page 41.
You did not accept any devices that were not associated with Configuration Items. If you have devices from Step 2 that were not mapped to a Configuration Item and you chose to ignore or defer them, you now have the opportunity to return to Step 2 and accept those devices. In Step 3 you can then add a Configuration Item and map the device to that Configuration Item.
What Happens in Step 3?

The CIDW compares the device model name or device class name to all Autotask Product names and attempts to find an exact match.
l
If the CIDW finds a match, that product appears in the Product field. If no matching product is found, the Product field remains empty. IF the CIDW found multiple possible matches for the product, a warning icon appears after the data selector icon at the end of the field. You must use the data selector to select the correct matching product.
If auto-create Configuration Items is enabled for the integration, [Auto-Create] appears in the field. See "About the Auto-Create Option" on page 38.
You must complete any empty fields and, if the CIDW found multiple matching products, you must select one. In addition, you can override the Auto-Create option or any matching product found by the CIDW. To complete a field or override the field contents, do the following:
Page 37 of 57
1. Click the Product data selector icon to open the selector. 2. Search for and select a matching product. For information on the using the Autotask data selectors, see Search Field Types in Finding Information in Autotask.
NOTE: W h en you s el ec t a p r od u c t, i f ad d i ti on al d evi c es i n th e b atc h h ave i d en ti c al d evi c e mod el / c l as s i n f or mati on , a mes s ag e op en s . T h e mes s ag e i n d i c ates h ow man y d evi c es i n th e b atc h matc h th e c u r r en t d evi c e an d p r ovi d es th e op ti on to au tomati c al l y as s oc i ate th e s el ec ted p r od u c t w i th th os e d evi c es .
Example: If you select a product to match device class or model xxxx, and two additional devices in the batch are listed as device class or model xxxx, a message appears stating that two additional identical device types were detected. You can choose to use the selected product to complete the Product field for those devices.
l
Click OK to associate the product with all identical devices or click Cancel.
If you cannot find an existing product that matches the device, you can add a new Autotask Product using the New option in the Product Selector.
Adding a New Product in Step 3

NOTE: Y ou mu s t h ave Au totas k p er mi s s i on to ad d p r od u c ts i n or d er to ad d a n ew p r od u c t f or m th e CIDW .
The Product field for each device in Step 3 must be populated with an Autotask Product in order to create a new Configuration Item. The Product field in this step is always editable and equipped with a Product data selector. If cannot find the appropriate product in the Product data selector, you can add a new product to Autotask from the Product data selector if you have the correct permission. 1. In the Product data selector, click New to open the New Product popup. 2. Complete the fields and click Save and Close. If the New button is not available in the Product data selector, you do not have permission to add products. For additional information, see Managing the Products List.
About the Auto-Create Option

If the option to automatically create new products is enabled for this Autotask managed services extension, and the CIDW cannot find an Autotask Product to match to a device, then [Auto-Create] appears in the Product field and the CIDW automatically creates a new Configuration Item. You do not have to take any further action but you can override the Auto-create option if desired. To override the Auto-create option, use the data selector to select a different product. If you select a product but then decide to return to the auto-create option before you click Next, clear the field contents. When you move focus off the field, [Auto-Create] displays in the field. The 'Auto create new products' option is enabled from the Autotask Device Discovery adapter. For additional information, refer to "Setting Advanced Configuration Options (Device Discovery Tab)" on page 16.
Page 38 of 57
Step 3 Quick Reference Table

Column Heading Account Name (This heading appears as a title bar, not a column heading) Show hide devices Description The Account Name appears as a title bar that extends across all columns. The heading indicates the customer name obtained by device discovery along with the customer ID and the name of the Autotask Account mapped to the customer. All discovered devices for the customer/site appear below the bar. Click on the title bar to expand (show) or collapse (hide) the list. The ID for the device as reported during device discovery. The name of the device as reported during device discovery. The model or device class as reported during device discovery. This terminology is specific to the monitoring service. An editable field that allows you to specify the Autotask Product that the CIDW should use as a basis for a new Configuration Item to map the device to. The CIDW attempts to find an Autotask Product name that is an exact match to the device model/class information. If an exact match is found, that product appears in the field. You can override this match. The field is equipped with a Product Data Selector to search all existing Autotask Products for a match. The Product Data Selector allows you to create a new Autotask Product if no match is found. Autotask permission to add products is required. If additional devices in the batch have identical device model/class information, a message opens when you select a product to fill this field. The message indicates how many devices in the batch match the current device and allows you to automatically associate the same product with those devices. Click OK to associate the product with all identical devices or click Cancel. For example: If you select a product to match device class or model xxxx, and two additional devices in the batch are listed as device class or model xxxx, a message appears stating that two additional identical device types were detected. You can choose to use the selected product as the Product for those devices. If [Auto-Create] appears in the field, the Auto-create products option is enabled for the CIDW. If you do not enter a product name in the field, Autotask will automatically create a new product and map it to the listed device. This field is required. If you click Next without completing this field, a message opens warning that all devices must be associated with a product so a Configuration Item can be created. You cannot proceed to Step 4 until all Product fields that do not display [AutoCreate] have been completed. Install Date If the Install Date is provided during device discovery, that date is listed. If no install date is supplied, this date defaults to the discovery date. Serial Number The device's serial number as reported during device discovery.
Device ID Device Name Device Class or Device Model
Product This field is required.
Page 39 of 57
Column Heading Warranty Expiration Date
Description If the "Default Warranty" option is enabled for the CIDW, the default value in this field will be the initial value in the install date column plus the number of days specified in the "Default Warranty" option. If the "Default Warranty" option is not enabled for the CIDW, the field is empty. NOTE: If the "Default Warranty" option is enabled and you edit the Install Date field, the Warranty Expiration Date field does not adjust. The "Default Warranty" option is enabled under Advanced Options on the Autotask Device Discovery adapter. See "Setting Advanced Configuration Options (Device Discovery Tab)" on page 16.
Reference Number
The reference number of the device as reported by device discovery. The source for this information varies by monitoring service, for example, the service may use the computer system product model returned by device discovery. The monitoring service may not provide a default value for this field. If there is no default, you can add a reference number if desired. The reference title as reported by device discovery. The source for this information varies by monitoring service, for example, the service may use the Name or Computer Name returned by device discovery. The monitoring service may not provide a default value. For some monitoring services, the Reference Title field displays duplicate information, for example, the content of the Reference Title field is identical to the content of the Device ID field. If there is no default, you can add a Reference Title if desired.
Reference Title
Go to "Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery" on page 41.
Page 40 of 57
Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery
In Step 4 of the Configuration Item Discovery Wizard (CIDW), you must review the list of actions that you specified in Steps 1 - 3 and, if needed, return to previous steps to make adjustments. It is the last opportunity to make changes to the device, product, and mapping information generated in the earlier steps. If you want to associate newly created Configuration Items with a contract, you can do so from the final screen that displays after you click Finish.
l
When you are satisfied with all of the specified actions, click Finish to complete the device discovery. The CIDW will complete all the actions specified in the list.
NOTE: On c e you c l i c k Fi n i s h , al l Devi c e Di s c over y ac ti on s ar e c omp l eted an d you c an n ot r etu r n to p r evi ou s s c r een s i n th e W i z ar d . An y c or r ec ti on s to Devi c e Di s c over y mu s t b e mad e th r ou g h Au totas k Con f i g u r ati on Item man ag emen t f eatu r es .
What Happens in Step 4

Step 4 allows you to review the actions to be performed before finishing the Configuration Item Discovery Wizard. The summary list includes all devices accepted in Step 2. Devices that were deferred or ignored do not appear in this summary. If all devices were deferred or ignored in Step 2, a message appears informing you that all devices have been deferred or ignored and to click Finish to continue.
l
If you want to change any Configuration Item information, or defer or ignore a device that is currently accepted, click Previous to return to the previous Steps in the Wizard and make the necessary changes. If you are satisfied with the information displayed on the screen, click Finish to complete the Wizard.
Once you click Finish, all actions are completed and you cannot return to previous screens in the Wizard.
Reviewing and Adjusting Actions

The Summary of Actions presented in Step 4 of the CIDW allows you to review the actions taken in Steps 2 and 3. It is the last opportunity to make changes to the device, product, and mapping information generated in the earlier steps. The summary list presented includes all devices accepted in Step 2. Devices that were deferred or ignored do not appear in this summary. If all devices were deferred or ignored in Step 2, a message appears informing you that all devices have been deferred or ignored.
l
If you want to review which devices have been deferred or ignored, click Previous to return to Step 2. To change an accepted device to deferred or ignored, click Previous to return to Step 2. To change the mapping or device information specified in Steps 2 or 3, click Previous to return to the appropriate step in the CIDW. If you are satisfied that you want to accept and map devices from the batch to the Configuration Items indicated in Step 4, click Finish to complete the Wizard.
Page 41 of 57
NOTE: On c e you c l i c k Fi n i s h , al l ac ti on s ar e c omp l eted an d you c an n ot r etu r n to p r evi ou s s c r een s i n th e W i z ar d .
The Quick Reference table below describes the data displayed in the Summary of Actions list, indicates whether or not you can change the data, and specifies which Step you must return to in order to change it.
NOTE: Al l d evi c es l i s ted i n Step 4 w er e ac c ep ted i n Step 2 . T o Def er or Ig n or e an y d evi c es l i s ted i n Step 4 , r etu r n to Step 2 .
Finishing Product Discovery in the Wizard

When you are satisfied with the reconciliation of all devices in the current batch, complete the device discovery section of the CIDW.
l
Click Finish to do the following: complete the Configuration Item discovery section of the CIDW, cause the CIDW to perform all actions specified in the Summary of Actions to be Performed, and save all specified data.
NOTE: Cl i c ki n g Fi n i s h c omp l etes th i s s ec ti on of th e Con f i g u r ati on Item Di s c over y W i z ar d an d c an n ot b e u n d on e.
Once you click Finish, the following is true.

l
The Summary of Completed Actions displays. You cannot return to Steps 1 through 4. You can no longer use the CIDW to access devices that were accepted in the completed session. Any future changes to account or Configuration Item mapping of accepted devices must be made by editing the Autotask Account or Configuration Item.
Deferred devices from this batch will appear in a batch the next time you launch the Configuration Item Discovery Wizard. Ignored devices from this batch will not be accessible through the Configuration Item Discovery Wizard until the device is detected in a future device discovery.
Quick Reference Table

The following table provides a quick reference to the data displayed in the Summary of Actions list. It indicates whether or not you can change the data, and specifies which Step you must return to in order to make the change.
NOTE: Al l d evi c es l i s ted i n Step 4 w er e ac c ep ted i n Step 2 . T o Def er or Ig n or e an y d evi c es l i s ted i n Step 4 , r etu r n to Step 2 .
Column Heading Device ID
Description The ID for the device as reported during device discovery. The name of the device as reported during device discovery.
Can Change? No, cannot change
Device Name
No, cannot change
Page 42 of 57
Column Heading Installed Asset Action
Description Indicates the action performed for the device. Create and Map The device was matched to a product and the CIDW will create a new Configuration Item and map the device to the new Configuration Item, or Auto-Create Product was selected. Map - The accepted device was mapped to an existing Configuration Item. Inactivate -The accepted device, previously mapped to an Autotask Configuration Item, has since been inactivated (Discovery Type = Inactivate). The associated Autotask Configuration Item will be inactivated. None The accepted device had Discovery Type = Update; no further action required.
Can Change? You must return to Step 2 to change the action. Yes, you can change the action if the following is true.
l
The device was not mapped in a previous CIDW session The Discovery Type= Added The Action = Create and Map You can change the product that the CIDW uses to create the Configuration Item to which the device is mapped. Return to Step 3. Map You can change the existing Configuration Item to which the device was mapped in Step 2. You can create a new product in Step 3 that the CIDW can use as the basis for a new Configuration Item to map the device to. Return to the appropriate step.
l l
No, you cannot change the action if the following is true.

l l
Discovery Type = Inactivate Discovery Type = Update
Install Date
The content of this field can vary.

l
Yes return to Step 3.
If the Install Date was provided during device discovery, that date is listed. If no install date is supplied, defaults to the discovery date. Yes return to Step 3.
Warranty Expiration Date
The Warranty Expiration Date as specified in Step 3 of the CIDW. See Quick Reference "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37. The device serial number as reported during device discovery. The Reference Number as specified in Step 3 of the CIDW. See Quick Reference in "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37. The Reference Title as specified in Step 3 of the CIDW. See Quick Reference "Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Configuration Item" on page 37.
Serial Number Reference Number
Reference Title
Page 43 of 57
Column Heading Print button
Description Clicking this button sends the content of the Summary of Actions list to the default printer. If you want to print the list, you must do so before you click Finish.
Can Change?
Go to "View the Summary of Actions Performed and Access the Contract Association View" on page 45.
Page 44 of 57
View the Summary of Actions Performed and Access the Contract Association View
From this view of the Configuration Item Discovery Wizard (CIDW), you can do three things:
l
View a list of all the actions performed by the Configuration Item Discovery Wizard (CIDW) up to this point Access the screen that allows you to associate the newly created Configuration Items with a contract Close and exit the wizard
How to Access the Contract Association View

From this step in the CIDW, you can access the Contract Association view that allows you to associate one or more Configuration Items created in the most recent session of the CIDW with a contract. The summary list of information includes a count of the number of Configuration Items that were created by the recent session of the Configuration Item Discovery Wizard. To the right of this listing is a link "Click here to associate these Configuration Items with contracts"
l
Click the link to open the Associate Newly Created Configuration Items with Contracts - Contract Association view.
If you click Exit the CIDW and any Configuration Items from this batch require association with a contract, you will have to use one of the following options to make the association: CRM module > Account > Configuration Items tab; CRM module > Configuration Items > Search for Configuration Item > Edit Configuration Item; Contracts module > Search for Contract > Open Contract > Configuration Items. For additional information on associating Configuration Items with a contract through the CRM or Contracts modules, see Adding and Viewing Configuration Items from an Account or Contract or Adding Configuration Items from Device Discovery.
Completing and Exiting the Wizard

If there are no newly discovered Configuration Items, or you do not wish to associate any newly discovered Configuration Items with a contract, the Configuration Items Discovery Wizard is complete.
l
Click Close to exit the wizard

NOTE: On c e you c l i c k Cl os e, you c an n ot r etu r n to th i s b atc h i n th e Con f i g u r ati on Item Di s c over y W i z ar d .
Page 45 of 57
Quick Reference to Summary Information

# Account(s) Have Been Created Displays the count of the number of accounts that have been autocreated during the recent session. Displays the count of the number of customers that have been mapped to Autotask accounts during the recent session. Displays the count of the number of products that have been autocreated during the recent session. Displays the count of the number of Configuration Items that have been created during the recent session. Located next to # Configuration Item(s) Have Been Created, this link opens a screen that allows you to associate any newly discovered Configuration Items with a contract. See Adding Configuration Items from Device Discovery. Displays the count of the number of devices that have been mapped to existing Autotask Configuration Items during the recent session. Displays the count of the number of Configuration Items that have been inactivated during the recent session. Displays the count of the number of devices that have been deferred during the recent session. Displays the count of the number of devices that have been ignored during the recent session.
# Account(s) Have Been Mapped
# Product(s) Have Been Created
# Configuration Item(s) Have Been Created Click here to associate these Configuration Items with contracts
# Configuration Item(s) Have Been Mapped # Configuration Item(s) Have Been Inactivated # Device(s) Have Been Deferred
# Device(s) Have Been Ignored
Go to "Associating a Newly Created Configuration Item with a Contract" on page 47.
Page 46 of 57
Associating a Newly Created Configuration Item with a Contract

From this final screen of the Configuration Item Discovery Wizard (CIDW), you can associate the newly created Configuration Items with contracts.
l
To access this view, from the Summary of Actions Performed (Step 4), click the link labeled "Click here to associate these Configuration Items with contracts".
NOTE: Con tr ac t as s oc i ati on i s n ot r eq u i r ed .
You can associate some, all, or none of the newly discovered Configuration Items. Newly discovered Configuration Items are sorted by Account.
l
Click the Account Name line to expand or collapse the items listed for that account.
About Automatic Selections in the Contract Name Field

Some contract name fields may be pre-populated with a contract name. A contract automatically appears in the Contract Name field when any of the following conditions are true:
l
If the Configuration Item Discovery Wizard mapped the Configuration Item to an existing Configuration Item that was previously associated with a contract, then the associated contract name appears in the field. If the Configuration Item is associated an Account that has only one active contract, then that contract name appears in the field. When there is only one active contract, Autotask does not look at the contract dates to determine if the start date is in the future or the due date has passed. If the contract is Active, it appears in the Contract field.
If the Configuration Item is associated with an Account that has multiple active contracts, then Autotask checks for an active default service desk contract. If there is an active default service desk contract, then that contract appears in the field.
If the Configuration Item does not meet any of the three conditions above, the field is empty. You can use the Contract selector to look for a contract to associate with the product, or leave the field empty.
NOTE: Y ou c an over r i d e an au tomati c al l y s el ec ted c on tr ac t.
Use the Contract selector to select another contract to associate the product with, or clear the field and leave it empty. If you leave the field empty, the Configuration Item is not associated with any contract.
About Automatic Selections in the Service or Service Bundle Name Fields

Some Service or Service Bundle Name fields may be pre-populated with a service or service bundle name. A service or service bundle name automatically appears in the field when the following conditions are true:
l
If the contract selected for the Contract Name field is a recurring service contract AND That recurring service contract has only has 1 service or service bundle, THEN
Page 47 of 57
that service/service bundle is selected by default.
Selecting Contracts to Associate with Configuration Items

To select contracts to associate with Configuration Items do the following: 1. Click the yellow Account Name line to expand or collapse the list of Configuration Items for that account. 2. Review the Account and Configuration Item information and the Contract Name fields to determine if you need to select a contract to complete any empty fields or to override an automatically selected contract name. 3. For Configuration Items that you do not need to associate with a contract, do nothing. 4. To override an automatically selected contract, first clear the Contract Name field. 5. To complete a Contract Name field that is empty because you have cleared it or because no contract was automatically assigned, begin to type a new contract name in the Contract Name field and select the correct contract from the list that appears. Alternately, click the icon next to the Contract Name field to open the Contract data selector.
NOTE: T h e d ata s el ec tor d i s p l ays al l ac ti ve c on tr ac ts f or th e as s oc i ated ac c ou n t. Dou b l ec l i c k th e d es i r ed c on tr ac t to s el ec t i t an d c l os e th e c on tr ac t s el ec tor .
When using the data selector, one or more messages may open. If the selected contract is a recurring service contract with no associated services or service bundles, a message opens indicating that you cannot select a recurring service contract that does not have services or service bundles associated with it. Click OK to close the message and then select a different contract or clear the Contract Name field for that Configuration Item. If the selected contract is not yet active or has expired, a message opens to inform you of the contract status and ask if you still wish to associate the product with the contract. Click OK to associate the Configuration Item with the contract anyway or click Cancel to close the message and return to the data selector. If there are any additional newly Configuration Items for this account that are of the same product category as the Configuration Item just associated with the contract, the message indicates how many additional Configuration Items of the same product type were discovered for this account. You can click OK to associate the additional Configuration Items with the same contract. Alternately, you can click Cancel to close the message without associating additional Configuration Item with the contract. 6. If the selected contract is a Recurring Service Contract, the Service or Service Bundle Name field becomes active; select a service or service bundle from the menu.
NOTE: Y ou d o n ot h ave to c omp l ete th e Ser vi c e or Ser vi c e Bu n d l e Name f i el d b ef or e movi n g to th e n ext Con f i g u r ati on Item, b u t you mu s t c omp l ete th e f i el d b ef or e l eavi n g th i s s c r een . TI P : If you exp ec t to s el ec t th e s ame s er vi c e or s er vi c e b u n d l e f or al l r ec u r r i n g s er vi c e c on tr ac ts ap p l i ed to Con f i g u r ati on Items f or th i s ac c ou n t, you c an s ki p th e Ser vi c e or Ser vi c e Bu n d l e n ame f i el d u n ti l you r eac h th e l as t i tem f or th e ac c ou n t an d th en el ec t to ap p l y th e s ame Ser vi c e or Ser vi c e Bu n d l e to al l th e i tems at on c e. See th e f ol l ow i n g p ar ag r ap h .
Page 48 of 57
When you select a service or service bundle for a contract and you have previously selected the same contract for one or more Configuration Items, a message opens. The message indicates the number of newly discovered Configuration Items for this account that have been associated with the same contract. You can click OK to associate the same service or service bundle with all of those Configuration Items. Alternately, you can click Cancel to close the message without associating the service or service bundle with the other Configuration Items. 7. Complete the contract association process as needed for all appropriate Configuration Items in all accounts. 8. When you have completed the contract association process for all accounts, click Next. If any of the contracts selected for association are recurring service contracts that require additional units to remain in compliance, a message opens. See Resolving Additional Units to Recurring Service Contracts, below. If no messages appear, you return to the Summary of Actions Performed screen. You can click Close to complete the CIDW.
Resolving Additional Units to Recurring Service Contracts

If any of the contracts that you selected to complete the Contract Name field were recurring service contracts, and if you selected one or more services and/or service bundles for that contract that do not have enough available units to cover the newly associated Configuration Items, a message opens. The message asks if you would like Autotask to add additional units to these services and/or service bundles.
NOTE: A c on tr ac t i s ou t of c omp l i an c e i f th e c ou n t of Con f i g u r ati on Items as s oc i ated w i th a s er vi c e an d / or s er vi c e b u n d l e i s h i g h er th an th e n u mb er of u n i ts s p ec i f i ed b y th e c on tr ac t f or th e s er vi c e or s er vi c e b u n d l e; h ow ever , you c an ad d ad d i ti on al u n i ts at a l ater ti me th r ou g h th e Ser vi c es s c r een ac c es s ed th r ou g h th e Con tr ac t Su mmar y vi ew .
l
Click OK to increase the unit count of the services and/or service bundles that do not have enough available units. The units will increase by the number of units required to include all Configuration Items from this batch that are newly associated with the services or service bundles. The effective date of the increase is today's date.
Alternately, click Cancel to close the message without increasing the unit counts of the selected services and/or service bundles.
Completing the Contract Association and Closing the Configuration Item Discovery Wizard
When you click Next in the Contract Association view, you return to the Summary of Actions performed screen. 1. In the Summary of Performed Actions screen, review the number of Configuration Items that were newly associated with contracts and the number of additional service or service bundle units that were added to contracts. 2. Click Close to complete the CIDW.
Page 49 of 57
Quick Reference to Fields in this View

Column Configuration Item Name Description The Configuration Item name specified for this device in the recent CIDW session The category of the product installed to the account in the recent CIDW session The serial number of the device as specified in the recent CIDW session The reference number of the device as specified in the recent CIDW session The reference title of the device as specified in the recent CIDW session Displays the contents of the Notes tab for the Configuration Item created in the recent CIDW session. If the device discovery retrieved operating system information for this device, that information is stored in the Notes tab and appears in this column. The install date for the device as specified in the recent CIDW session The name of the contract that the Configuration Item will be associated with. Under certain conditions, a default contract appears in this field. See "Associating a Newly Created Configuration Item with a Contract" on page 47. You can override a default selection. This field is equipped with a type ahead and a Contract Selector icon to select a contract. Service or Service Bundle Name (Available Units) If the selected contract is a recurring service contract, this field displays the name of the contract service or service bundle that the Configuration Item will be associated with. Under certain conditions, a default service or service bundle appears in this field. See "Associating a Newly Created Configuration Item with a Contract" on page 47. You can override a default selection. This field is equipped with a drop down list to select a service or service bundle to associate the Configuration Item with.
Product Category
Serial Number
Reference Number
Reference Title
Notes
Install Date
Contract Name
Go to "Resolving Incorrect Customer or Device Mapping" on page 51.
Page 50 of 57
Resolving Incorrect Customer or Device Mapping

If, after completing the Configuration Item Discovery Wizard (CIDW) for a Device Discovery batch, you discover that a device or customer is mapped incorrectly, you must edit the Autotask Account or Configuration Item to resolve the problem. To change or un-map a customer or device mapping, do the following: 1. Access the Autotask Accounts or Configuration Items search using the Autotask left navigation menu. For Account: CRM module > Accounts For Configuration Items: CRM module > Configuration Items > Configuration Items 2. Search for the account or Configuration Item that has been incorrectly mapped. 3. In the Search Results grid, right-click the account or Configuration Item and select Edit Account or Edit Configuration Item. 4. In the Edit Account or Edit Configuration Item popup, click the User Defined tab. The customer ID or device ID mapped to the account or Configuration Item appears in a User Defined Field. The Customer or Site ID UDF is labeled [Monitoring Service Name] Site ID or [Monitoring Service Name] Customer ID.
The Device ID UDF is labeled [Monitoring Service Name] Device ID.
Page 51 of 57
5. Edit or clear the Monitoring Service UDF field and click Save and Close.
NOTE: If you c l ear th e f i el d , th e c u s tomer / s i te or d evi c e i s n o l on g er map p ed . If th e c u s tomer / s i te or d evi c e ap p ear s ag ai n i n a d evi c e d i s c over y b atc h , i t mu s t b e r emap p ed .
Return to "Associating a Newly Created Configuration Item with a Contract" on page 47.
Page 52 of 57
Device Discovery User-Defined Fields (UDFs)

About Managed Services User-Defined Fields
Autotask Managed Services extensions utilize several User-Defined Fields that Autotask automatically creates when the extensions are turned on. The User-Defined Fields accept data that maps the monitoring service customer, alert, ticket, and device information to Autotask Accounts, Tickets, and Configuration Items. When integrating with the Add Ticket E-Mail Service, Managed Services extension users can include elements in the Add Ticket E-Mail Service XML token to provide data that corresponds to these Autotask User-Defined Fields. The Add Ticket E-mail Service then uses the data to compare information in incoming alerts to existing tickets.
NOTE Y ou c an n ot ed i t or d el ete Man ag ed Ser vi c es U DFs . Y ou c an ed i t th e c on ten t of th e U DF, b u t you mu s t d o th at th r ou g h th e ed i t vi ew of th e as s oc i ated en ti ty; th at i s , you ed i t an Ac c ou n t U DF th r ou g h th e E d i t Ac c ou n t vi ew .
UDF Descriptions
When a Managed Services extension is activated, Autotask automatically generates two or more User-Defined Fields (UDFs). The UDF name includes the name of the application associated with the extension, for example, Managed Workplace Device ID or Kaseya Ticket ID. When the Autotask Configuration Item Discovery Wizard maps a monitoring service customer to an Autotask account, a device to an Autotask Configuration Item, or a ticket or alert to an Autotask ticket, it enters the monitoring service information into the appropriate UDF. The UDFs correspond to Add Ticket Email Service token elements described below in "XML Token Elements for Use with Managed Services Extensions " on page 54. Autotask creates at least two of the following four UDFs for each extension. All four UDF options are not created for all partners.
l
[Partner Application Name] Customer ID (Account UDF): Accepts a partner Customer ID that maps to an Autotask Account entity
TI P : A Cu s tomer ID c ol u mn i s avai l ab l e f or s el ec ti on f r om th e Ac c ou n t s ear c h g r i d c ol u mn c h oos er . At t en t i on Kasey a u sers: See th e Kas eya s p ec i f i c d oc u men tati on f or i n f or mati on s p ec i f i c to th e Kas eya Ac c ou n t typ e U DF.
[Partner Application Name] Device ID (Configuration Item UDF): Accepts a partner Device or Machine ID that maps to an Autotask Configuration Item entity
TI P : A Devi c e IDc ol u mn i s avai l ab l e f or s el ec ti on f r om th e Con f i g u r ati on Item s ear c h g r i d c ol u mn c h oos er .
Page 53 of 57
[Partner Application Name] Alert ID (Service Desk Ticket UDF): Accepts a partner alert ID that maps to an Autotask Ticket entity [Partner Application Name] Ticket ID (Service Desk Ticket UDF): Accepts a partner Ticket number that maps to an Autotask Ticket entity
The following table provides a general description of the UDF types created in Autotask by the Managed Services extensions and their relationship to the XML elements used in the Add Ticket E-Mail Service. For details about the UDFs created by a specific Managed Services extension, see the documentation specific to that extension.
This Autotask UDF Account UDF: [Partner Application Name] Customer ID Configuration Item UDF: [Partner Application Name] Device ID Service Desk Ticket UDF: [Partner Application Name] Alert ID Service Desk Ticket UDF: [Partner Application Name] Ticket ID Maps these monitoring service entity types Customer ID Site ID Machine Group ID Device ID Machine To this Autotask entity type Account Entity Used with these ATES elements <CustomerID source=[Partner Application Name] name=[value]/> <DeviceID source=[Partner Application Name] name=[value]/> <AlertID source=[Partner Application Name] name=[value]/> <TicketID source=[Partner Application Name] name=[value]/>
Configuration Item Entity
Alert ID Alarm ID
Ticket Entity
Ticket Number
Ticket Entity
XML Token Elements for Use with Managed Services Extensions

The following elements can be added to an Add Ticket E-Mail Service (ATES) XML token to provide data for the Managed Services extensions User-Defined Fields.
Element Name CustomerID Required No Element Type Data (String) Element Value Customer ID: Third party network monitoring applications can use this element to send a site identifier. If provided, ATES will look for the Autotask Account that is mapped (via a UDF) to the customer id and attach this account to the ticket. The corresponding account UDF name is [Partner Application Name] Customer ID. Device ID: Third party network monitoring applications can use this element to send a device identifier. If provided, ATES will look for the Autotask Configuration Item that is mapped (via a UDF) to the device id and attach this Configuration Item to the ticket. The corresponding Configuration Item UDF name is [Partner Application Name] Device ID. Alert ID: Third party network monitoring applications can use this element to send an alert identifier. If provided, ATES will update a Ticket UDF with this alert value. The corresponding ticket UDF name is [Partner Application Name] Alert ID.
DeviceID
No
Data (String)
AlertID
No
Data (String)
Page 54 of 57
Element Name TicketID
Required No
Element Type Data (String)
Element Value Ticket ID: Third party network monitoring applications can use this element to send a ticket ID generated by the monitoring service. When an alert identifier is not available, this element can be used to define a duplicate ticket for multiple alert handling. It is also used by some monitoring services to enable round trip ticket closure. The corresponding ticket UDF name is [Partner Application Name] Ticket ID.
NOTE For eac h of th e ab ove XML el emen ts , th e p ar tn er ap p l i c ati on ( th at i s , Man ag ed Ser vi c es , N- c en tr al / In tel Mu l ti - Si te Di r ec tor , or Kas eya) mu s t s p ec i f y a s ou r c e attr i b u te val u e th at i n d i c ates th e p ar tn er ap p l i c ati on n ame. T h i s val u e i s u s ed to c on s tr u c t th e c or r es p on d i n g U s er - Def i n ed Fi el d .
Managing Device Discovery User-Defined Fields

Accessing Managed Services UDFs
The UDFs generated by the monitoring service extensions appear in the in the following locations in Autotask:
l
In the list of UDFs accessed through Admin > Site Setup > User Defined Fields. Because they are system generated, Administrators cannot delete or edit UDFs added by a monitoring service extension. You can edit the field content for a UDF through the edit view of the Autotask entity associated with the UDF. See below.
In the detail or edit views of the entity associated with the UDF; for example, an Account UDF appears in the Account views accessed through the CRM module > Accounts; a Ticket UDF appears in the Service Desk Ticket views, accessed through any list of Service Desk Tickets (My Tickets, Queues, Tickets, etc.) . In order to edit the content of a UDF, you must access the edit view.
Editing Account User-Defined Fields

The system adds one UDF to the Account table for each monitoring service extension you run. The UDF appears in the User Defined tab of the Edit Account popup and is labeled [Monitoring Service Name] Customer ID. 1. From the CRM left navigation menu select Accounts. 2. Search for the correct account. 3. Right-click the account in the search results grid and select Edit Account. 4. Click the User Defined tab and locate the correct monitoring service Customer ID. You can clear or edit the User-Defined field. If you clear the field, the customer or site is no longer mapped to the account. If the customer or site that you clear from the field appears again in device discovery, you must re-map it.
Editing Configuration Item User Defined Fields

The system adds one UDF to the Configuration Item table for each monitoring service extension that you run. The
Page 55 of 57
UDF appears in the User Defined tab of the Edit Configuration Item popup and is labeled [Monitoring Service Name] Device ID. 1. From the CRM left navigation menu select Configuration Items > Configuration Items. 2. Search for the correct Configuration Item. 3. Right-click the Configuration Item in the search results grid and select Edit Configuration Item. 4. Click the User Defined tab and locate the [Monitoring Service Name] Device ID field. You can clear or edit this field. If you clear the field, the device is no longer mapped to the Configuration Item. If the device that you cleared from the field appears again in device discovery, you must re-map it.
Editing Ticket User Defined Fields

For some monitoring service extensions, the system adds one or two UDFs to the Ticket table. As with the Account and Configuration Item UDFs, if you run multiple monitoring service extensions that utilize Ticket UDFs, each extension will have its own UDFs. The Ticket UDFs appear in the Service Desk Ticket and are labeled [Monitoring Service Name] Ticket ID and [Monitoring Service Name] Alert ID. To edit the UDFs, you must access the edit view of the Service Desk Ticket. 1. From any Autotask Tickets list, search for the correct Service Desk Ticket. You can access Service Desk Tickets from a number of locations in Autotask, for example, the Tickets or Queues folder in the Service Desk module, My Tasks and Tickets folder in the Home module (tickets assigned to you), and the Tickets tab in the Account detail view (tickets associated with the account). The only location where all tickets are available is through the Tickets folder in the Service Desk module. 2. Right-click the ticket in the list of tickets and select Edit Ticket. 3. In the User Defined Fields area of the ticket, locate the [Monitoring Service Name] Ticket ID field or the [Monitoring Service Name] Alert ID field. You can clear or edit these fields. If you clear the field, the monitoring service ticket or alert entity is no longer mapped to the ticket.
Page 56 of 57
Index: Adapter, Device Discovery User-defined Fields
Index
Adapter, Device Discovery configure Advanced Options, extension CIDW Device Discovery CIDW Actions Performed Configuration Items to Contract Correct Mapping Errors Step 1 Step 2 Step 3 Step 4 Configuration Items Discovery Wizard Actions Performed CI to Contract Correct Mapping Errors launching Step 1 Step 2 Step 3 Step 4 Device Discovery activate/inactivate automatic operation batch list configure configure Web services manual launch notifications 45 47 51 28 31 37 41 5 45 47 51 26 28 31 37 41 5 12 23 26 8 15 23 20 16 16 8
Options tab running set advanced options set schedule set service version Device Discovery Adapter configure configure Web services Options tab set advanced options set schedule Extensions for managed services Kaseya Managed Workplace N-central Kaseya Extension LPI Managed Workplace Extension Managed Services Kaseya LPI Managed Workplace N-central Managed Services Extensions Managed Workplace Extension N-central Extension Schedule Device Discovery User-defined Fields used in Device Discovery
19 23 16 13 11
8 15 19 16 13
5 5 5 5 5 5 5 5 5 5 5 5 5 13
53
Page 57 of 57

Autotask - Kaseya Guide

Transféré par

Informations du document

Description originale:

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Autotask - Kaseya Guide

Transféré par

Droits d'auteur :

Formats disponibles

Managed Services Extensions

Last updated on Wednesday, April 27, 2011

Managed Services Extensions

Managed Services Extensions

Getting Started with Managed Services Extensions

Managed Services Extensions

Managed Services Extensions

Configuring the Device Discovery Adapter

Configuring the Device Discovery Adapter

Accessing the Device Discovery Adapter

Configuring the Device Discovery Adapter

About the Device Discovery Tab

Configuring the Device Discovery Adapter

About the Notifications Tab

About the Options Tab

Setting the Monitoring Service Software Version

Setting the Monitoring Service Software Version

Inactivating and Activating Device Discovery

Inactivating and Activating Device Discovery

Setting the Schedule for Device Discovery

Setting the Schedule for Device Discovery

Setting the Schedule for Device Discovery

Configuring Adapter Web Services

Configuring Adapter Web Services

Setting Advanced Configuration Options (Device Discovery Tab)

Setting Advanced Configuration Options (Device Discovery Tab)

Automatically create accounts

Setting Advanced Configuration Options (Device Discovery Tab)

Automatically create products

Hide updates to Configuration Items in the Configuration Item Discovery Wizard

Setting Advanced Configuration Options (Device Discovery Tab)

Action Do not select this option

Do not select this option

Configuring the Options Tab

Configuring the Options Tab

Enable Round-Trip Closure

Additional Features on the Options Tab

Links to Extension Specific Documentation

Specifying Notification Recipients (Notification Tab)

Specifying Notification Recipients (Notification Tab)

About the E-mail Notification

The e-mail notification contains the following information:

Specifying Notification Recipients (Notification Tab)

Notification Tab Quick Reference

Designating Resources to Receive Notifications

4. Repeat as needed for additional resources. 5. Click Save.

Specifying Notification Recipients (Notification Tab)

Running Device Discovery Automatically or Manually

Running Device Discovery Automatically or Manually

Running Device Discovery on an Automatic Schedule

Launching Device Discovery Manually

Running Device Discovery Automatically or Manually

About Device Discovery Automatic Notifications

Accessing the Autotask Device Discovery Extension Adapter

About the Device Discovery Batch List

Using the Configuration Item Discovery Wizard

Using the Configuration Item Discovery Wizard

Launching the Configuration Item Discovery Wizard

Launching the Configuration Item Discovery Wizard

Accessing the Device Discovery Batch List

About the List of Device Discovery Batches

Device Discovery Batch List Quick Reference

Launching the Configuration Item Discovery Wizard