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Mobile alerting with tracking & escalation for Autotask

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 Why SIGNL4

Autotask is a 100% SaaS CRM and ticketing solution. With comprehensive graphs and user specific data it provides the user that only they need to know. SIGNL4 is a great compliment to Autotask, particularly in the ticketing department. SIGNL4 relieves the need to constantly check emails or visit the ticket dashboard. Users can respond to open tickets the moment they are created from wherever they are.

 How it Works

SIGNL4 can retrieve detailed ticket information sent from Autotask via the SIGNL4 Webhook URL. Ticket data will be neatly categorized in an easy to read format and sent to the team. On-call users will receive the alert and can take ownership and even collaborate with peers if needed.

 Integration Capabilities

  • Forwards ticketing information to SIGNL4 for mobile alerting
  • Alerts team via mobile push, text and voice
  • Uses Email and Webhook configuration to connect to your SIGNL4 team
  • Staff can acknowledge tickets and take ownership
  • Alerts are escalated in case of no response
  • On-call scheduling to alert the right people at the right time

 Scenarios

  • Customer Support
  • Asset Management
  • Customer Relationship Management (CRM)
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Tickets and Incidents are sent to SIGNL4

Event categorization, routing and automated delivery

Persistent Notifications by push, text and voice call with Tracking, Escalation and Confirmation to Staff on Duty

HOW TO INTEGRATE

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Email Integration  – forward any ticket to your SIGNL4 team for a quick response and resolution to an open issue.

Open the ticket and click on the Forward icon at the top.

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Select the Notification tab.

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Input the SIGNL4 team email address in the other Email(s) section.

Click Save & Close.

Extensions

Webhook Integration – Configuring a webhook URL and assigning it to a Workflow will ensure automatic delivery of ticket information to your SIGNL4 team.

From the Admin Menu select Extension and Integrations.

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Select Other Extensions and Tools.

Click on Extension Callout (Tickets).

Add New Extension Callout.

From the GENERAL TAB:

  • Give it a name
  • Insert the SIGNL4 webhook URL

HTTP Method should be set to POST:

  • Data Format should be XML
  • Click Save and Close
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Editing WorkFlow Rules              

From the Admin Menu select Workflow Rules.

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Edit the rule that you wish to go out for alerting (such as Critical Ticket Notification).

Under Actions Select the drop down menu in Then Execute Extension Callout.

Select SIGNL4 Webhook.

Click Save.

ALERT OPTIMIZATION
SIGNL4 can further increase the visibility of alerts through its Signals and Services section. Augmenting the color and icon of alerts will provide more relevant information at a glance without having to open the alert.

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Change alert color and override title + text 

Override text, colors and titles are triggered by keywords set within the mobile app.

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