Managed ServicesExtensionsLast updated onWednesday, April 27, 2011

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Table of Contents

Managed Services Extensions 5

AboutManaged Services Extensions 5

Getting Started withManaged Services Extensions 5

Configuring the Device Discovery Adapter 8

Accessing the Device Discovery Adapter 8

About the Device Discovery Tab 9

About the Notifications Tab 10

About the Options Tab 10

Setting the Monitoring Service Software Version 11

Inactivating and Activating Device Discovery 12

Setting the Schedule for Device Discovery 13

Configuring Adapter Web Services 15

Setting Advanced Configuration Options (Device Discovery Tab) 16

Automatically create accounts 16

Automatically create products 17

Hide updates to Configuration Items in the Configuration ItemDiscovery Wizard 17

Default warranty expiration date to a specified number of days after install date 18

Do not generate e-mail notifications unless new or updated devices are detected 18

Configuring the Options Tab 19

Enable Round-Trip Closure 19

Additional Features on the Options Tab 19

Links to Extension Specific Documentation 19

Specifying Notification Recipients (Notification Tab) 20

About the E-mail Notification 20

Notification TabQuick Reference 21

Designating Resources to Receive Notifications 21

Running Device Discovery Automatically or Manually 23

Running Device Discovery on anAutomatic Schedule 23

Launching Device Discovery Manually 23

About Device Discovery Automatic Notifications 24

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Accessing the Autotask Device Discovery ExtensionAdapter 24

About the Device Discovery Batch List 24

Using the Configuration Item Discovery Wizard 25

Launching the Configuration Item Discovery Wizard 26

Accessing the Device Discovery Batch List 26

About the List of Device Discovery Batches 26

Device Discovery Batch List Quick Reference 26

Launching the CIDW 27

Ignoring All Devices in a Batch 27

Step 1: Map Monitoring Service Customers to Autotask Accounts 28

WhatManaged Service Data Will Map to Autotask Accounts? 28

What Happens in Step 1 28

What is [Auto-Create]? 29

Handling Multiple Customers/Sites Mapped to the Same Account 29

Step 1 Quick Reference 29

Step 2: Specify Actions for Devices and Map Devices to Existing Configuration Items 31

WhatManaged Service Data Will Map to Autotask Configuration Items? 31

What Happens in Step 2? 31

Accepting, Deferring, or Ignoring Devices 32

Mapping a Device to an Existing Configuration Item 33

Handling Multiple DevicesMapped to the Same Configuration Item 33

Step 2 Quick Reference Table 35

Step 3: Create New Configuration Items for Devices that Do Not Map to an Existing Con-

figuration Item 37

What toDoWhen There are NoConfiguration Items to Create 37

What Happens in Step 3? 37

Adding a New Product in Step 3 38

About the Auto-Create Option 38

Step 3 Quick Reference Table 39

Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery 41

What Happens in Step 4 41

Reviewing and Adjusting Actions 41

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Finishing Product Discovery in the Wizard 42

Quick Reference Table 42

View the Summary of Actions Performed and Access the Contract Association View 45

How toAccess the Contract Association View 45

Completing and Exiting the Wizard 45

Quick Reference to Summary Information 46

Associating a Newly Created Configuration Item with a Contract 47

About Automatic Selections in the Contract Name Field 47

About Automatic Selections in the Service or Service Bundle Name Fields 47

Selecting Contracts to Associate with Configuration Items 48

Resolving Additional Units to Recurring Service Contracts 49

Completing the Contract Association and Closing the Configuration ItemDiscovery Wizard 49

Quick Reference to Fields in this View 50

Resolving Incorrect Customer or Device Mapping 51

Device Discovery User-Defined Fields (UDFs) 53

AboutManaged Services User-Defined Fields 53

UDFDescriptions 53

XMLTokenElements for Use withManaged Services Extensions 54

Managing Device Discovery User-Defined Fields 55

Accessing Managed Services UDFs 55

Editing Account User-Defined Fields 55

Editing Configuration ItemUser Defined Fields 55

Editing Ticket User Defined Fields 56

Index 57

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Managed Services Extensions

Managed Services Extensions

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 com-

ponents that allow you to integrate your monitoring service product and account data with Autotask functionality:

Autotask Device Discovery and the Configuration ItemDiscovery Wizard.

l Device Discovery

Your managed services monitoring service automatically detects new devices on a customer’s network.

With a managed service extension, the monitoring service makes the information available via a web serv-

ice. Device Discovery periodically collects data on newly discovered devices from the web service and

stores the data inDevice Discovery batches. Batches are stored until you process them using the Con-

figuration ItemDiscovery Wizard.

l Configuration Item Discovery Wizard

WhenDevice Discovery batches are available for processing, you can use the Configuration ItemDis-

covery Wizard to review the data in the batches andmapmonitoring service customers to Autotask

Accounts and devices to Configuration Items. The wizard provides a number of features to facilitate the

review andmapping 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, iden-

tified by the managed service provider's name. You can, if desired, run extensions for more than one service pro-

vider.

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 exten-

sion is ready to configure when the extension name is no longer grayed out.

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Managed Services Extensions

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 informationmust 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 con-

figuring the adapter, see "Configuring the Device Discovery Adapter" on page 8.

Kaseya ExtensionNo Fluff Guide

Kaseya Extension FAQ

ManagedWorkplace Extension (LPI) No Fluff Guide

ManagedWorkplace Extension (LPI) FAQ

N-central ExtensionNo Fluff Guide

N-central Extension FAQ

Zenith ExtensionNo Fluff Guide

Zenith Extension FAQ

Formore detailed provider specific configuration information, refer to

Kaseya Extension

Page 6 of 57

Managed Services Extensions

ManagedWorkplace Extension

N-central Extension

Dell Silverback Extension

Zenith Extension

4. RunDevice 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 ItemDiscovery Wizard. Refer to "Using the Configuration ItemDiscovery Wiz-

ard" on page 25.

To download a printable User Guide in .PDF format, click the following link. Download the User Guide: Managed

Services Extensions

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Configuring the Device Discovery Adapter

Configuring the Device Discovery AdapterThis 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

ManagedWorkplace Extension

N-central Extension

Zenith Extension

Silverback Extension

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 Adminmodule.

1. Log into Autotask with an Administrator security license.

2. From the Admin left navigationmenu select:AutotaskExtend > Extensions > [Monitoring Service

Name] Extension.

If your organization uses Device Discovery withmore than one monitoring service, the menu includes sep-

arate links for each service.

All extension adapters have both a Device Discovery tab and a Notification tab. Some monitoring service adapters

also have anOptions tab.

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Configuring the Device Discovery Adapter

About the Device Discovery Tab

From theDevice 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.

l Activate or inactivate the adapter. Refer to "Inactivating and Activating Device Discovery" on page 12.

l 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.

l Configure the adapter Web services. Refer to "Configuring Adapter Web Services" on page 15.

l Setting the Advanced ConfigurationOptions that determine how the Configuration ItemDiscovery Wizard

imports devices and accounts into Autotask. Refer to "Setting Advanced ConfigurationOptions (Device

Discovery Tab)" on page 16.

l Launching the Device Discovery process manually or on a pre-determined schedule. Refer to "Running

Device Discovery Automatically or Manually" on page 23.

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Configuring the Device Discovery Adapter

About the Notifications Tab

From theNotification tab you complete the following tasks:

l Specify which resources receive notification when device discovery executes. Refer to "Specifying Noti-

fication Recipients (Notification Tab)" on page 20.

About the Options Tab

From theOptions 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.

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Setting the Monitoring Service Software Version

Setting the Monitoring Service Software VersionFor monitoring service software where Autotask supports multiple versions, the supported versions appear in the

[Monitoring Service Software] drop downmenu. 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 pro-

vider.

Page 11 of 57

Inactivating and Activating Device Discovery

Inactivating and Activating Device DiscoveryThe Autotask managed services extensionDevice 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.

WhenDevice Discovery is Inactive, the following is true:

l Device Discovery does not run on schedule.

l You cannot manually launch device discovery.

l The Configuration ItemDiscovery Wizard is active and available to process previously discovered devices.

To inactivate device discovery, do the following.

1. From the Admin left navigationmenu selectAutotaskExtend > 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 navigationmenu selectAutotaskExtend > Extensions > [Monitoring Service

Name] Extension.

2. Click to select the Active check box.

NOTE: When you re-activate Device Discovery, if an automatic schedule has been set,Device Discovery launches again at the next scheduled date/time.

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Setting the Schedule for Device Discovery

Setting the Schedule for Device DiscoveryDevice discovery can run automatically on a pre-set schedule that you configure through the Device Discovery tab

of the [Monitoring Service Name] extensionDevice 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 scheduledDiscovery. Note that before you have runDevice Discovery and set the schedule for

automatic discovery, N/A appears to the right of these labels.

TIP: If your Device Discovery adapter d isp lays an option to reset the last d iscovery date and time,p lease see the vendor spec if ic documentation for your extens ion. To access the vendor spec if icdocumentation, see "Conf igur ing the Device Discovery Adapter" on page 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 PMEastern Time (UTC-5).

l You can specify multiple days andmultiple times.

Device discovery will run on each day selected at each time selected.

NOTE: Currently, there is no way to schedule device discovery to run automatically at d if-ferent times on dif ferent days.

To set the schedule for automatic device discovery, do the following.

1. From the Admin left navigationmenu selectAutotaskExtend > 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.

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Setting the Schedule for Device Discovery

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 onMonday at 6:00 PM, the next discovery will occur at 12:00 AM onWednesday.

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.

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Configuring Adapter Web Services

Configuring Adapter Web ServicesThe 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'sWeb services

l A Username and Password for authentication to thatWeb service

NOTE: Some extens ions, for example, Zenith and Managed Workplace vers ion MW2010, haveunique requirements for their Adapter Web Services . To conf igure Adapter Web Services thatappear d if ferent from the following image, you must check the extens ion spec if ic documentation.Click to selec t the appropr iate l ink below.

Your monitoring service should supply you with the URL and a Username and Password. For security purposes,

your Username and Passwordmust come from your monitoring service, not fromAutotask. Check the Device Dis-

covery 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

ManagedWorkplace 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 navigationmenu select AutotaskExtend > Extensions > [Monitoring Service

Name] Extension.

2. Under Adapter Web Services, locate the URL, Username, and Password fields.

3. Enter the completeURL for the monitoring service'sWeb Services site.

4. Enter theUsername andPassword provided by the Monitoring Service for authentication to their Web

Services.

5. Click Save.

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Setting Advanced ConfigurationOptions (Device Discovery Tab)

Setting Advanced Configuration Options (Device DiscoveryTab)The advanced configuration options allow you to customize the Configuration ItemDiscovery Wizard (CIDW) to

further automate account and Configuration Itemmapping.

NOTE: One or more advanced options may not be availab le for your monitor ing service software. Ifan option is not availab le, the text box and accompanying text for that option disp lay in gray. Foradditional information spec if ic to your monitor ing service software, see the Autotask [Monitor ingService] extens ion conf iguration document spec if ic to your service.

To set Advanced ConfigurationOptions, do the following.

1. From the Admin left navigationmenu selectAutotaskExtend > 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 AdvancedOption.

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 Result

Select this option The CIDW compares all customers or sites in the device discovery batchto existing Autotask Accounts. A match occurs when the customer or sitename is identical to the account name.

If the CIDW cannot match a monitoring service customer or site to anexisting Autotask Account, the CIDW sets the default for the AutotaskAccount field in Step 1 to [Auto-Create]. When you complete the CIDW,Autotask creates a new matching Account and maps the customer/site tothe new Account. You can override [Auto-Create] and manually create anAccount.

Do not select this option If the CIDW cannot match a monitoring service customer or site to anexisting Autotask Account in Step 1, the CIDW does not automaticallycreate an Account. You must manually create an Account that the CIDWcan map the customer or site to when you finish the CIDW. For additionalinformation, see "Step 1: Map Monitoring Service Customers to AutotaskAccounts" on page 28.

NOTE: You are not required to have a matching Autotask Account for allcustomers or sites; however, if you do not provide a match for a cus-tomer/site, the devices for that customer/site will not appear in theremaining steps of the wizard. In order to have devices to reconcile inthe remaining steps of the Wizard, at least one customer/site from thebatch must be previously mapped to an Autotask Account or have amatching Account for the CIDW to map to.

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Setting Advanced ConfigurationOptions (Device Discovery Tab)

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 Result

Select this option The CIDW compares the device (or machine) ID of detected devices tothe [Managed Services Provider] Device ID UDF for all existing Con-figuration Items and looks for an exact match. A match occurs if thedevice (or machine) ID is identical to the information in a ConfigurationItem's Device ID UDF.

If the CIDW cannot match a discovered device to an existing AutotaskConfiguration Item in Step 2, it looks for a matching Autotask product inStep 3 on which to base a new Configuration Item. A match occurs if thedevice 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 thedefault for the Product field in Step 3 to [Auto-Create]. When you com-plete the CIDW, it automatically creates an Autotask product, bases anew Configuration Item on the newly created product, and maps thedevice 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 newConfiguration Item.

Do not select this option If the CIDW cannot match a device to an existing Autotask ConfigurationItem, Autotask will not automatically create a product in Step 3. You caneither use the Product Selector to manually select a product, or you canuse theNew button inside the Product Selector to create a new product“on the fly”.

For additional information, see "Step 3: Create New Configuration Itemsfor Devices that Do Not Map to an Existing Configuration Item" on page37.

NOTE: In Step 3, the Product field is required. If you have not enabledthis option, you must manually create a product for each Product fieldthat 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, includ-

ing 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 Result

Select this option All updates are hidden in the CIDW. They do not appear in the displayand 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, amessage appears when you open the batch for processing. The messageindicates that the batch contains only updates and does not require proc-essing.

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Setting Advanced ConfigurationOptions (Device Discovery Tab)

Action Result

Do not select this option 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 nor-mal (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 tomap 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 ExpirationDate. This option sets a default Warranty ExpirationDate that is a

specified number of days after the install date.

Action Result

Select this option 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, thathave been accepted but are not mapped to a Configuration Item, willhave a default warranty expiration date that is equal to the install dateplus the specified number of days. This default expiration date can bemanually overridden for individual devices in step 3.

Do not select this option The warranty expiration date for all products that appear in Step 3defaults 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 noti-

fications to only those times when new or updated devices are discovered.

Action Result

Select this option Autotask Device Discovery will not generate e-mail notifications unlessnew or updated devices are detected.

Do not select this option If the box is not checked, Autotask Device Discovery will send noti-fications every time device discovery executes.

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Configuring the Options Tab

Configuring the Options TabThis tab provides configuration features for vendor specific integration options.

NOTE: This tab appears for the Kaseya and Managed Workplace extens ions only.

Enable Round-Trip Closure

When this check box is selected, the Kaseya andManagedWorkplace 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

ManagedWorkplace Extension

Zenith Extension

Silverback Extension

Page 19 of 57

Specifying Notification Recipients (Notification Tab)

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 providedmultiple 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 AdvancedOptions on the General tab.

About the E-mail Notification

The e-mail notification contains the following information:

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Specifying Notification Recipients (Notification Tab)

l The name of the Adapter used for the device discovery

l The device discovery mode of operation, that is, automatic or manual

l The date and time that the device discovery was launched

l The next scheduled launch date and time

l A link to open the Configuration ItemDiscovery Wizard

l The name of the customer, site, location, etc., for which a device was detected

l The device name

l 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 Action

Select a resource to receive device dis-covery automatic notification

Locate the correct resource and correct resource e-mail address listingin the list of resources.

Click to select the check box next to the resource name.

Stop a resource currently receiving noti-fication from receiving future noti-fications

Locate the correct resource and correct resource e-mail address listingin the list of resources.

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 fol-

lowing.

1. From the Admin left navigationmenu selectAutotaskExtend > Extensions > [Monitoring Service

Name] Extension.

2. Click theNotification tab.

3. In the list of resources, locate the correct resource and resource e-mail address.

NOTE: For resources with multip le e-mail addresses , be sure you select the correct e-mailaddress .

4. Repeat as needed for additional resources.

5. Click Save.

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Specifying Notification Recipients (Notification Tab)

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Running Device Discovery Automatically or Manually

Running Device Discovery Automatically or ManuallyTo 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 infor-

mation is saved in one or more batches that you can process using the Configuration ItemDiscovery Wizard. Noti-

fication 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 launch manually and device detection is also conf igured for automatic execution,device detection wil l continue to execute at the next scheduled date and time.

Youmanually launchDevice Detection from the Device Discovery tab of the Device Discovery extension adapter.

Administrative permission is required.

1. From the Admin left navigationmenu selectAutotaskExtend > 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. ClickOK.

For information on accessing the extension adapter, see Accessing the Autotask Device Discovery Exten-

sion Adapter, below.

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Running Device Discovery Automatically or Manually

About Device Discovery Automatic Notifications

Automatic notifications inform pre-selected resources when device discovery has executed. Notification is trig-

gered for both scheduled andmanual 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 AdvancedOptions 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 launchDevice Discovery manually from the

Autotask for Device Discovery extension adapter. Administrative permissions are required.

The adapter is located in the Adminmodule.

l From the Admin left navigationmenu, selectAutotaskExtend > 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 ItemDiscovery Wizard, accessed from the CRM

module left navigationmenu:

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. Whenmultiple batch files are generated, they are numbered con-

secutively starting at 1. Each time device discovery launches, batch file numbering restarts at 1.

You launch the Configuration ItemDiscovery Wizard (CIDW) from the list of batch files. The CIDWmaps cus-

tomers and discovered devices to Autotask Accounts and Configuration Items. For additional information on the

Device Discovery batch list and the Configuration ItemDiscovery Wizard, see "Launching the Configuration Item

Discovery Wizard" on page 26.

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Using the Configuration ItemDiscovery Wizard

Using the Configuration Item Discovery WizardThe Autotask Managed Services extensions (formerly AutotaskConnect for extensions) have two primary com-

ponents that allow you to integrate your monitoring service product and account data with Autotask functionality:

Autotask Device Discovery and the Configuration ItemDiscovery Wizard.

l Autotask Device Discovery retrieves information from your monitoring service about newly detected

devices, see "Configuring the Device Discovery Adapter" on page 8.

l The Configuration ItemDiscovery Wizard associates discovered devices with Autotask Products,

Accounts, and if desired, Contracts.

The Configuration ItemDiscovery Wizard (CIDW) is a step by step process that allows you tomap the monitoring

service data obtained throughAutotask 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 tomap 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 canmanually search for a matching account or product

and, if nomatch exists, create a new account or new Configuration Item right from the CIDW interface.

l If a new account is created, the CIDWmaps 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 tomap 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 ItemDiscovery Wizard" on page 26

"Step 1: MapMonitoring Service Customers to Autotask Accounts" on page 28

"Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items" on page 31

"Step 3: Create New Configuration Items for Devices that DoNotMap 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 Itemwith a Contract" on page 47

"Resolving Incorrect Customer or Device Mapping" on page 51

NOTE: You can go through the topics in order or c l ick See Also at the end of each topic to selec t alink to any of the topics .

To download a printable PDF version of the Autotask Device Discovery and Configuration Item Discovery Wiz-

ard User Guide, click here.

Page 25 of 57

Launching the Configuration ItemDiscovery Wizard

Launching the Configuration Item Discovery WizardYou launch the Configuration ItemDiscovery Wizard (CIDW) from the [Monitoring Service Name] Batch List

view.

Accessing the Device Discovery Batch List

You can access the Batch List in twoways:

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.

l From the left navigation menu in the Autotask CRMmodule:

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 rec-

onciliation. 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, addi-

tional 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 num-

bering restarts at 1.

l A LaunchWizard link to the left of each batch in the list

Click this link to open the CIDW to process the data from the batch.

l 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 Description

LaunchWizard link

Click the Launch Wizard link to the left of a batch to launch the first step of the Configuration ItemDiscovery Wizard to process that batch.

Page 26 of 57

Launching the Configuration ItemDiscovery Wizard

Column Description

DiscoveryDate

The date and time that device discovery created the batch. List is sorted by Discovery Date/Time.

BatchNumber

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 addi-tional batches are created to hold the additional devices. Additional batches created from one launchare numbered consecutively.

RemainingDevices

The number of devices in the batch that have not been reconciled.

Right-clickmenuoption

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 removedfrom the list and the devices do not appear again in a batch until they are detected by a future dis-covery.

Launching the CIDW

Batches waiting for reconciliation are listed in chronological order.

NOTE: To prevent overwr iting newer information with older information, Autotask strongly rec-ommends that you reconc ile the batches in the order in which they were created.

l To begin reconciliation of a batch, click the LaunchWizard 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: The option to view or hide updates is conf igured by an Adminis trator in the DeviceDiscovery Adapter , accessed through the Admin module > Autotask Extend > Exten-sions > [Monitoring Service Name] Extension .

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: MapMonitoring Service Customers to Autotask Accounts" on page 28.

Page 27 of 57

Step 1: MapMonitoring Service Customers to Autotask Accounts

Step 1: Map Monitoring Service Customers to AutotaskAccounts

NOTE: For cons is tency, this documentation uses the term Customer to refer to the managed organ-ization that maps to an Autotask Account.

In Step 1 of the Configuration ItemDiscovery Wizard (CIDW), you will map incoming customers to Autotask

Accounts.

NOTE: If you do not map a customer, all devices in the batch from that customer are defer red. Atleast one customer from a batch must map to an Autotask Account in order to proceed to Step 2.

What Managed Service Data Will Map to Autotask Accounts?

Autotask Accounts map to the organizations being managed by the monitoring service. Eachmanaged organ-

izationmaps to an individual Autotask Account. Generally, an Autotask Account canmap to only one organization.

NOTE for Kaseya Users: For information spec if ic to the mapping of Kaseya organizations , seethe Kaseya Extens ion 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. EachAutotask managed services extension interface

displays the term specific to the service currently being used. The label of the first column in StepOne reflects the

term used by the service to describe the managed organization. For example, the first column label might be [Mon-

itoring 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 anAutotask Account. If

so, it displays the account name and the field cannot be edited.

NOTE: If al l customers in the batch are already mapped, that is , they have been mapped ina previous device discovery, no f ields are editab le and a message appears ind icating thatthere are no customers that require mapping. You can c lick the Next button to continue.

l 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.

l 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 CIDWwill 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: The mapping does not take place unti l you c lick Finish (in Step 4); therefore, auto-matically created accounts are not saved unless you f in ish the CIDW.

l If the CIDW cannot find a matching account, and Auto-Create Account is not enabled, the field is empty

and you canmanually select an account or create a new account.

Page 28 of 57

Step 1: MapMonitoring Service Customers to Autotask Accounts

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 anAutotask Account tomatch 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 andmaps the customer or site to the

new account.

NOTE: Accounts created through the auto-create option are not saved and the customer or s ite isnot mapped to the account unti l you complete the Wizard.

If desired, you can use the data selector tomanually 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 con-

figuration from the Adminmodule. Administrator permission is required.

l From the Admin navigationmenu, selectAutotaskExtend > Extensions > Device Discovery for

[Monitoring Service Name]

Handling Multiple Customers/Sites Mapped to the Same Account

The CIDW cannot mapmultiple 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 pre-

viously mapped.

l You have matchedmore than one customer/site to the same account.

If a warning message appears indicating that you cannot mapmultiple customers or sites to an account, do the fol-

lowing.

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 tomultiple cus-

tomers or sites.

If there are additional instances where accounts are mapped tomultiple 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

Step 1: MapMonitoring Service Customers to Autotask Accounts

Column Description

Customer Name Lists the name of the customer or site provided by the monitoring serv-ice at device discovery.

Autotask Account Name If the customer that appears in the row has been previously mapped,this column displays the name of the associated Autotask Account. Youcannot edit the account name

If the CIDW has found a likely match, that account name appears. Alikely match for an account must match the customer or site nameexactly. You can edit this field to override the match.

If a warning icon appears next to the data selector, the CIDW foundmultiple matching accounts for the customer. You must use the dataselector to choose an account.

If this column displays [Auto-Create], no match was found and theAuto-create accounts option is enabled for the CIDW. If you do not selector create an account to complete the field, Autotask will automaticallycreate a new account and map it to the listed customer. Note that thenew account is not created until you click Finish in Step 4.

If the field is empty, no match was found and Auto-create account isnot enabled, click the data selector icon to search all Autotask Accountsfor 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 youclick Next without completing the field, no discovered devices willappear for this customer in the remaining steps of the CIDW. All devicesfor 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 inorder to have devices appear in Step 2.

Go to "Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items" on page 31.

Page 30 of 57

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

Step 2: Specify Actions for Devices and Map Devices to Exist-ing Configuration ItemsIn Step 2 of the Configuration ItemDiscovery 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 andMapDevices to Existing Configuration Items" on

page 31.

l 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 Con-

figuration Item to which you canmap the device. See "Step 2: Specify Actions for Devices andMap

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 Itemsmap to the items being managed by the service. Eachmanaged itemmaps to an

individual Autotask Configuration Item. AnAutotask Configuration Item canmap to only one item. Managed serv-

ice 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 cons is tency, this documentation uses the term Device to refer to the managed itemsthat map to Autotask Conf iguration Items.

What Happens in Step 2?

l The grid lists all discovered devices for the current batch for all customers that have beenmapped 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 customer has not been mapped to an Autotask Account, the devices assoc iatedwith that account do not d isp lay in Step 2.

l 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 ConfigurationOptions (Device Discovery Tab)" on page 16.

l 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.

l The CIDW checks to determine if a device has been previously mapped to anAutotask Configuration Item.

If previously mapped, the Configuration Item name appears in the Configuration ItemName column as a

non-editable field.

Page 31 of 57

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

l 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 ItemName column as

an editable field.

If the CIDW foundmultiple 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 Itemmatch is found, the editable text field is empty and equipped with a Con-

figuration Item Selector, except for accounts that used the Auto-Create feature in Step 1. The auto-createoption 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 there is no matching Conf iguration Item for any f ield, the CIDW allows you tocreate a Conf iguration Item in Step 3.

Accepting, Deferring, or Ignoring Devices

Youmust 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 Itemmapped to it.

l If the Action Type is Add and there is no Configuration Itemmapped, the device appears in Step 3.

In Step 3 you can add a Configuration Item tomap to.

l If the Action Type is Add and a Configuration Item has beenmapped, the device does not appear in Step 3

but appears in Step 4, Summary of Actions.

l If the Action Type is Update, the device does not appear in Step 3 but appears in Step 4, Summary of

Actions.

l 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.

l 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.

l The device is considered to be completely processed. The ignored device does not appear again in any ses-

sion of the CIDW unless it is detected again in a future device discovery and added to a new batch.

Page 32 of 57

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

NOTE: You can r ight-c l ick in the Step 2 gr id and select an option to Accept all devices , Defer alldevices , or Ignore all devices . This feature applies the selec ted option to all devices . If des ired,you can manually selec t an alternate option for ind ividual devices .

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 ItemName 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.

l 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.

l 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 ItemData Selector uses account infor-

mation, and the auto-create option does not save the account until you complete the Wizard, the Con-

figuration ItemData Selector cannot be used.

Handling Multiple Devices Mapped to the Same Configuration Item

The CIDWwill not allow you tomapmultiple 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 Mappedmore than one device to the same Configuration Item in this batch

l 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 whichmultiple devices have beenmapped.

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 whichmul-

tiple devices are mapped.

3. If there is no other existing Configuration Item tomap to, leave the field blank and create a new Con-

figuration 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

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

Page 34 of 57

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

Step 2 Quick Reference Table

Column Heading Description

Account Name(This headingappears as adivider, not a col-umn heading)Show or hidedevices

The Account Name bar extends across all columns. It indicates the customer or site namealong with the customer ID and the name of the Autotask Account mapped to the cus-tomer/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.

Accept

Note that theAccept button isselected bydefault.

Click this button to accept a device, the Discovery Type associated with the device, and theConfiguration 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 deviceappears in Step 3 of the CIDW.

- If the Discovery Type is Add and a Configuration Item is mapped, or if the Discovery Type isInactivate 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 Dis-covery 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 currentCIDW session. The device appears again the next time the CIDW is launched.

Ignore Click this button to ignore this device. The device no longer appears in the CIDW and does notappear again in the CIDW unless it is detected again in a future device discovery. You cannotmap the device using the CIDW until it is detected in a future device discovery.

Right-click MenuOptions: Acceptall, Defer all,Ignore all

Right-click in the list of products and select an option, Accept, Defer, or Ignore, to apply thatoption to all devices that appear in the list.

Device ID The monitoring service ID for the device as reported during device discovery.

Device Name The monitoring service name for the device as reported during device discovery.

Serial Number The device serial number as reported during device discovery.

Discovery Date The device discovery date as specified by the monitoring service and reported during devicediscovery. If Discovery Date is not reported, the field contains the date that the device wasfirst passed to Autotask.

Discovery Type 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 net-work.

Page 35 of 57

Step 2: Specify Actions for Devices andMapDevices to Existing Configuration Items

Column Heading Description

ConfigurationItem Name

The CIDW compares the device (or machine) ID of each device in the current batch to the man-aged service provider's Device ID UDF for existing Configuration Items and looks for an exactmatch. 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 atext field equipped with a Configuration Item Data Selector.

- If the CIDW found a matching Configuration Item that was not previously mapped to thisdevice, 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 mul-tiple matching Configuration Items. You must use the Configuration Item Selector to select aConfiguration 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 fieldempty. 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 detectsthat you have mapped multiple devices to a Configuration Item, a warning message appearswhen you click Next and you must re-map the improperly mapped device(s).

Go to "Step 3: Create New Configuration Items for Devices that DoNotMap to an Existing Configuration Item"

on page 37.

Page 36 of 57

Step 3: Create New Configuration Items for Devices that DoNotMap to an Existing Configuration Item

Step 3: Create New Configuration Items for Devices that DoNot Map to an Existing Configuration ItemIn Step 3 of the Configuration ItemDiscovery 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 shows only devices that were accepted in Step 2 but not mapped to Conf igurationItems.

To create a Configuration Item, you must find or add anAutotask Product that matches the device. See "What

Happens in Step 3?" on page 37. The Configuration ItemDiscovery Wizard (CIDW) then takes that product infor-

mation and the device information obtained fromDevice 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.

l 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 andmap 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.

l If nomatching product is found, the Product field remains empty.

l IF the CIDW foundmultiple possible matches for the product, a warning icon appears after the data selec-

tor icon at the end of the field.

You must use the data selector to select the correct matching product.

l 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 foundmultiple 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

Step 3: Create New Configuration Items for Devices that DoNotMap to an Existing Configuration Item

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: When you select a product, if additional devices in the batch have identical devicemodel/c lass information, a message opens. The message indicates how many devices in the batchmatch the current device and provides the option to automatically assoc iate the selec ted productwith those devices .

Example: If you select a product to match device class or model xxxx, and two additional devices in the batch arelisted as device class or model xxxx, a message appears stating that two additional identical device types weredetected. 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: You must have Autotask permiss ion to add products in order to add a new product form theCIDW.

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 anAutotask Product tomatch 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 con-

tents. 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 ConfigurationOptions (Device Discovery Tab)" on page 16.

Page 38 of 57

Step 3: Create New Configuration Items for Devices that DoNotMap to an Existing Configuration Item

Step 3 Quick Reference Table

Column Heading Description

Account Name (This headingappears as a title bar, not acolumn heading)Show hide devices

The Account Name appears as a title bar that extends across all columns. Theheading indicates the customer name obtained by device discovery along with thecustomer 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 thetitle bar to expand (show) or collapse (hide) the list.

Device ID The ID for the device as reported during device discovery.

Device Name The name of the device as reported during device discovery.

Device Class or Device Model The model or device class as reported during device discovery. This terminologyis specific to the monitoring service.

ProductThis field is required.

An editable field that allows you to specify the Autotask Product that the CIDWshould 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 tothe device model/class information. If an exact match is found, that productappears in the field. You can override this match.

• The field is equipped with a Product Data Selector to search all existing AutotaskProducts for a match.

• The Product Data Selector allows you to create a new Autotask Product if nomatch 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 indi-cates how many devices in the batch match the current device and allows you toautomatically associate the same product with those devices. Click OK to associatethe product with all identical devices or click Cancel. For example: If you select aproduct to match device class or model xxxx, and two additional devices in thebatch are listed as device class or model xxxx, a message appears stating that twoadditional identical device types were detected. You can choose to use theselected product as the Product for those devices.

• If [Auto-Create] appears in the field, the Auto-create products option is enabledfor the CIDW. If you do not enter a product name in the field, Autotask will auto-matically create a new product and map it to the listed device. This field isrequired. If you click Next without completing this field, a message opens warningthat all devices must be associated with a product so a Configuration Item can becreated.

You cannot proceed to Step 4 until all Product fields that do not display [Auto-Create] 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.

Page 39 of 57

Step 3: Create New Configuration Items for Devices that DoNotMap to an Existing Configuration Item

Column Heading Description

Warranty Expiration Date If the "Default Warranty" option is enabled for the CIDW, the default value in thisfield will be the initial value in the install date column plus the number of daysspecified 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 Datefield, the Warranty Expiration Date field does not adjust.

The "Default Warranty" option is enabled under Advanced Options on the AutotaskDevice Discovery adapter. See "Setting Advanced Configuration Options (DeviceDiscovery Tab)" on page 16.

Reference Number The reference number of the device as reported by device discovery. The sourcefor this information varies by monitoring service, for example, the service may usethe computer system product model returned by device discovery. The mon-itoring service may not provide a default value for this field. If there is no default,you can add a reference number if desired.

Reference Title The reference title as reported by device discovery. The source for this infor-mation varies by monitoring service, for example, the service may use the Nameor Computer Name returned by device discovery. The monitoring service may notprovide a default value. For some monitoring services, the Reference Title field dis-plays duplicate information, for example, the content of the Reference Title field isidentical to the content of the Device ID field. If there is no default, you can add aReference Title if desired.

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

Step 4: Review the Summary of Actions to be Performed andComplete Device DiscoveryIn Step 4 of the Configuration ItemDiscovery Wizard (CIDW), you must review the list of actions that you spec-

ified in Steps 1 - 3 and, if needed, return to previous steps tomake adjustments. It is the last opportunity tomake

changes to the device, product, andmapping 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

CIDWwill complete all the actions specified in the list.

NOTE: Once you c lick Finish, all Device Discovery actions are completed and you cannotreturn to previous screens in the Wizard. Any corrections to Device Discovery must bemade through Autotask Conf iguration Item management features .

What Happens in Step 4

Step 4 allows you to review the actions to be performed before finishing the Configuration ItemDiscovery 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 con-

tinue.

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 andmake the necessary changes.

l 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 tomake changes to the device, product, andmapping 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.

l To change an accepted device to deferred or ignored, click Previous to return to Step 2.

l To change the mapping or device information specified in Steps 2 or 3, click Previous to return to the appro-

priate step in the CIDW.

l If you are satisfied that you want to accept andmap devices from the batch to the Configuration Items indi-

cated in Step 4, click Finish to complete the Wizard.

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Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery

NOTE: Once you c lick Finish, all ac tions are completed and you cannot return to previousscreens in the Wizard.

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: All devices lis ted in Step 4 were accepted in Step 2. To Defer or Ignore any devices lis tedin Step 4, return 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 sec-

tion 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: Clicking Finish completes this section of the Conf iguration Item Discovery Wizardand cannot be undone.

Once you click Finish, the following is true.

l The Summary of Completed Actions displays. You cannot return to Steps 1 through 4.

l You can no longer use the CIDW to access devices that were accepted in the completed session.

Any future changes to account or Configuration Itemmapping of accepted devices must be made by edit-

ing the Autotask Account or Configuration Item.

l Deferred devices from this batch will appear in a batch the next time you launch the Configuration ItemDis-

covery Wizard.

l Ignored devices from this batch will not be accessible through the Configuration ItemDiscovery 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 tomake the change.

NOTE: All devices lis ted in Step 4 were accepted in Step 2. To Defer or Ignore any devices lis tedin Step 4, return to Step 2.

ColumnHeading

Description Can Change?

Device ID The ID for the device as reported during devicediscovery.

No, cannot change

DeviceName

The name of the device as reported during devicediscovery.

No, cannot change

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Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery

ColumnHeading

Description Can Change?

InstalledAssetAction

Indicates the action performed for the device.

Create and Map – The device was matched to aproduct and the CIDW will create a new Con-figuration Item and map the device to the newConfiguration Item, or Auto-Create Product wasselected.

Map - The accepted device was mapped to anexisting Configuration Item.

Inactivate -The accepted device, previouslymapped to an Autotask Configuration Item, hassince been inactivated (Discovery Type = Inac-tivate). The associated Autotask ConfigurationItem will be inactivated.

None –The accepted device had Discovery Type= Update; no further action required.

You must return to Step 2 to change the action.

Yes, you can change the action if the following istrue.

l The devicewas not mapped in a previous CIDWses-sion

l TheDiscovery Type=Added

l TheAction = Create and Map – You can change theproduct that the CIDWuses to create the Con-figuration Item to which the device ismapped.Return to Step 3.

l Map – You can change the existing ConfigurationItem to which the devicewasmapped in Step 2.You can create a new product in Step 3 that theCIDWcan use as the basis for a new ConfigurationItem to map the device to. Return to the appro-priate step.

No, you cannot change the action if the followingis true.

l Discovery Type = Inactivate

l Discovery Type =Update

InstallDate

The content of this field can vary.

l If the Install Datewas provided during device dis-covery, that date is listed.

l If no install date is supplied, defaults to the dis-covery date.

Yes – return to Step 3.

WarrantyExpirationDate

The Warranty Expiration Date as specified in Step3 of the CIDW. See Quick Reference "Step 3:Create New Configuration Items for Devices thatDo Not Map to an Existing Configuration Item" onpage 37.

Yes – return to Step 3.

SerialNumber

The device serial number as reported duringdevice discovery.

Yes – return to Step 3.

ReferenceNumber

The Reference Number as specified in Step 3 ofthe CIDW. See Quick Reference in "Step 3: CreateNew Configuration Items for Devices that Do NotMap to an Existing Configuration Item" on page37.

Yes – return to Step 3.

ReferenceTitle

The Reference Title as specified in Step 3 of theCIDW. See Quick Reference "Step 3: Create NewConfiguration Items for Devices that Do Not Mapto an Existing Configuration Item" on page 37.

Yes – return to Step 3.

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Step 4: Review the Summary of Actions to be Performed and Complete Device Discovery

ColumnHeading

Description Can Change?

Print but-ton

Clicking this button sends the content of the Sum-mary of Actions list to the default printer. If youwant to print the list, you must do so before youclick Finish.

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

View the Summary of Actions Performed and Access the Con-tract Association ViewFrom this view of the Configuration ItemDiscovery Wizard (CIDW), you can do three things:

l View a list of all the actions performed by the Configuration ItemDiscovery Wizard (CIDW) up to this

point

l Access the screen that allows you to associate the newly created Configuration Items with a contract

l 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 CIDWwith 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 ItemDiscovery Wizard. To the right of this listing is a link "Click here to asso-

ciate these Configuration Items with contracts"

l Click the link to open the Associate Newly Created Configuration Items with Contracts - Contract Asso-

ciation 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 tomake the association: CRMmodule > Account > Configuration

Items tab; CRMmodule > Configuration Items > Search for Configuration Item> Edit Configuration Item; Con-

tracts module > Search for Contract > Open Contract > Configuration Items.

For additional information on associating Configuration Items with a contract through the CRM or Contracts mod-

ules, see Adding and Viewing Configuration Items from anAccount or Contract or Adding Configuration Items

fromDevice Discovery.

Completing and Exiting the Wizard

If there are no newly discovered Configuration Items, or you do not wish to associate any newly discovered Con-

figuration Items with a contract, the Configuration ItemsDiscovery Wizard is complete.

l Click Close to exit the wizard

NOTE: Once you c lick Close, you cannot return to this batch in the Conf iguration Item Dis-covery Wizard.

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View the Summary of Actions Performed and Access the Contract Association View

Quick Reference to Summary Information

# Account(s) Have Been Created Displays the count of the number of accounts that have been auto-created during the recent session.

# Account(s) Have Been Mapped Displays the count of the number of customers that have beenmapped to Autotask accounts during the recent session.

# Product(s) Have Been Created Displays the count of the number of products that have been auto-created during the recent session.

# Configuration Item(s) HaveBeen Created

Displays the count of the number of Configuration Items that havebeen created during the recent session.

Click here to associate these Con-figuration Items with contracts

Located next to # Configuration Item(s) Have Been Created, this linkopens a screen that allows you to associate any newly discoveredConfiguration Items with a contract. See Adding Configuration Itemsfrom Device Discovery.

# Configuration Item(s) HaveBeen Mapped

Displays the count of the number of devices that have been mappedto existing Autotask Configuration Items during the recent session.

# Configuration Item(s) HaveBeen Inactivated

Displays the count of the number of Configuration Items that havebeen inactivated during the recent session.

# Device(s) Have Been Deferred Displays the count of the number of devices that have been deferredduring the recent session.

# Device(s) Have Been Ignored Displays the count of the number of devices that have been ignoredduring the recent session.

Go to "Associating a Newly Created Configuration Itemwith a Contract" on page 47.

Page 46 of 57

Associating a Newly Created Configuration Itemwith a Contract

Associating a Newly Created Configuration Item with a Con-tractFrom this final screen of the Configuration ItemDiscovery 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: Contract assoc iation is not required.

You can associate some, all, or none of the newly discovered Configuration Items. Newly discovered Con-

figuration 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 ItemDiscovery Wizardmapped the Configuration Item to an existing Configuration

Item that was previously associated with a contract, then the associated contract name appears in the field.

l 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.

l 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 Con-

tract selector to look for a contract to associate with the product, or leave the field empty.

NOTE: You can overr ide an automatically selec ted contract.

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

l That recurring service contract has only has 1 service or service bundle, THEN

Page 47 of 57

Associating a Newly Created Configuration Itemwith a Contract

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: The data selec tor d isp lays all ac tive contracts for the assoc iated account. Double-c l ick the des ired contract to selec t it and c lose the contract selec 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 mes-

sage opens indicating that you cannot select a recurring service contract that does not have services or serv-

ice 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

Itemwith 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 Con-

figuration 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 mes-

sage without associating additional Configuration Itemwith 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: You do not have to complete the Service or Service Bundle Name field before movingto the next Conf iguration Item, but you must complete the f ield before leaving this screen.

TIP: If you expect to selec t the same service or service bundle for all recurr ing service con-tracts applied to Conf iguration Items for this account, you can skip the Service or ServiceBundle name field unti l you reach the last item for the account and then elect to apply thesame Service or Service Bundle to all the items at once. See the following paragraph.

Page 48 of 57

Associating a Newly Created Configuration Itemwith a Contract

When you select a service or service bundle for a contract and you have previously selected the same con-

tract 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 nomessages 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 Auto-

task to add additional units to these services and/or service bundles.

NOTE: A contract is out of compliance if the count of Conf iguration Items assoc iated with a serv-ice and/or service bundle is higher than the number of units spec if ied by the contract for the serv-ice or service bundle; however , you can add additional units at a later time through the Servicesscreen accessed through the Contract Summary view.

l Click OK to increase the unit count of the services and/or service bundles that do not have enough avail-

able 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.

l 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.

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Associating a Newly Created Configuration Itemwith a Contract

Quick Reference to Fields in this View

Column Description

Configuration Item Name The Configuration Item name specified for this device in the recentCIDW session

Product Category The category of the product installed to the account in the recentCIDW session

Serial Number The serial number of the device as specified in the recent CIDW ses-sion

Reference Number The reference number of the device as specified in the recent CIDWsession

Reference Title The reference title of the device as specified in the recent CIDW ses-sion

Notes Displays the contents of the Notes tab for the Configuration Itemcreated in the recent CIDW session. If the device discoveryretrieved operating system information for this device, that infor-mation is stored in the Notes tab and appears in this column.

Install Date The install date for the device as specified in the recent CIDW ses-sion

Contract Name The name of the contract that the Configuration Item will be asso-ciated with. Under certain conditions, a default contract appears inthis field. See "Associating a Newly Created Configuration Item witha Contract" on page 47. You can override a default selection.

This field is equipped with a type ahead and a Contract Selector iconto select a contract.

Service or Service Bundle Name (Avail-able Units)

If the selected contract is a recurring service contract, this field dis-plays the name of the contract service or service bundle that theConfiguration Item will be associated with. Under certain con-ditions, a default service or service bundle appears in this field. See"Associating a Newly Created Configuration Item with a Contract" onpage 47. You can override a default selection.

This field is equipped with a drop down list to select a service orservice bundle to associate the Configuration Item with.

Go to "Resolving Incorrect Customer or Device Mapping" on page 51.

Page 50 of 57

Resolving Incorrect Customer or Device Mapping

Resolving Incorrect Customer or Device MappingIf, after completing the Configuration ItemDiscovery 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 navigationmenu.

For Account:CRMmodule > Accounts

For Configuration Items:CRMmodule > 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 selectEdit Account orEdit

Configuration Item.

4. In the Edit Account or Edit Configuration Item popup, click the User Defined tab.

The customer ID or device IDmapped to the account or Configuration Item appears in a User Defined

Field.

The Customer or Site IDUDF is labeled [Monitoring Service Name] Site ID or [Monitoring Service Name]

Customer ID.

The Device IDUDF is labeled [Monitoring Service Name] Device ID.

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Resolving Incorrect Customer or Device Mapping

5. Edit or clear the Monitoring Service UDF field and click Save and Close.

NOTE: If you c lear the f ield, the customer/s ite or device is no longer mapped. If the cus-tomer/s ite or device appears again in a device discovery batch, it must be remapped.

Return to "Associating a Newly Created Configuration Itemwith a Contract" on page 47.

Page 52 of 57

Device Discovery User-Defined Fields (UDFs)

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 cus-

tomer, alert, ticket, and device information to Autotask Accounts, Tickets, and Configuration Items. When inte-

grating 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.

NOTEYou cannot edit or delete Managed Services UDFs. You can edit the content of the UDF, but youmust do that through the edit view of the assoc iated entity; that is , you edit an Account UDFthrough the Edit Account view.

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,

ManagedWorkplace Device ID or Kaseya Ticket ID.

When the Autotask Configuration ItemDiscovery Wizardmaps 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 mon-

itoring service information into the appropriate UDF.

The UDFs correspond to Add Ticket Email Service token elements described below in "XMLTokenElements for

Use withManaged 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

TIP: A Customer ID column is availab le for selec tion from the Account search gr id columnchooser .

Attention Kaseya users:See the Kaseya spec if ic documentation for information spec if ic to the Kaseya Account typeUDF.

l [Partner Application Name] Device ID (Configuration ItemUDF): Accepts a partner Device or

Machine ID that maps to an Autotask Configuration Item entity

TIP: A Device ID column is availab le for selec tion from the Conf iguration Item search gr idcolumn chooser .

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Device Discovery User-Defined Fields (UDFs)

l [Partner Application Name] Alert ID (Service Desk Ticket UDF): Accepts a partner alert ID that

maps to an Autotask Ticket entity

l [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 UDFMaps these monitoring serv-ice entity types

To this Autotaskentity type

Used with these ATES elements

Account UDF:[Partner Application Name]Customer ID

Customer IDSite IDMachine Group ID

Account Entity <CustomerID source=”[PartnerApplication Name]”name=”[value]”/>

Configuration Item UDF:[Partner Application Name]Device ID

Device IDMachine

ConfigurationItem Entity

<DeviceID source=”[Partner Appli-cation Name]”name=”[value]”/>

Service Desk Ticket UDF:[Partner Application Name]Alert ID

Alert IDAlarm ID

Ticket Entity <AlertID source=”[Partner Appli-cation Name]”name=”[value]”/>

Service Desk Ticket UDF:[Partner Application Name]Ticket ID

Ticket Number Ticket Entity <TicketID source=”[Partner Appli-cation Name]”name=”[value]”/>

XML Token Elements for Use with Managed Services Extensions

The following elements can be added to anAdd Ticket E-Mail Service (ATES) XML token to provide data for the

Managed Services extensions User-Defined Fields.

Element Name RequiredElementType

Element Value

CustomerID No Data(String)

Customer ID: Third party network monitoring applications can use this elementto send a site identifier. If provided, ATES will look for the Autotask Account thatis mapped (via a UDF) to the customer id and attach this account to the ticket.The corresponding account UDF name is [Partner Application Name] CustomerID.

DeviceID No Data(String)

Device ID: Third party network monitoring applications can use this element tosend a device identifier. If provided, ATES will look for the Autotask Con-figuration Item that is mapped (via a UDF) to the device id and attach this Con-figuration Item to the ticket. The corresponding Configuration Item UDF name is[Partner Application Name] Device ID.

AlertID No Data(String)

Alert ID: Third party network monitoring applications can use this element tosend an alert identifier. If provided, ATES will update a Ticket UDF with thisalert value. The corresponding ticket UDF name is [Partner Application Name]Alert ID.

Page 54 of 57

Device Discovery User-Defined Fields (UDFs)

Element Name RequiredElementType

Element Value

TicketID No Data(String)

Ticket ID: Third party network monitoring applications can use this element tosend a ticket ID generated by the monitoring service. When an alert identifier isnot available, this element can be used to define a duplicate ticket for multiplealert handling. It is also used by somemonitoring services to enable round tripticket closure. The corresponding ticket UDF name is [Partner ApplicationName] Ticket ID.

NOTEFor each of the above XML elements , the par tner application (that is , Managed Services , N-cen-tral/Intel Multi-Site Director , or Kaseya) must spec ify a source attr ibute value that ind icates thepar tner application name. This value is used to construct the corresponding User-Def ined Field.

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 throughAdmin > Site Setup > User Defined Fields. Because they are sys-

tem 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.

l 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 theCRMmodule > Accounts; a Ticket UDF appears in the Serv-

ice 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 eachmonitoring 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 navigationmenu selectAccounts.

2. Search for the correct account.

3. Right-click the account in the search results grid and selectEdit Account.

4. Click theUser 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 eachmonitoring service extension that you run. The

Page 55 of 57

Device Discovery User-Defined Fields (UDFs)

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 navigationmenu selectConfiguration Items > Configuration Items.

2. Search for the correct Configuration Item.

3. Right-click theConfiguration Item in the search results grid and selectEdit Configuration Item.

4. Click theUser 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 twoUDFs to the Ticket table. As with the

Account and Configuration ItemUDFs, if you runmultiple monitoring service extensions that utilize Ticket UDFs,

each extension will have its ownUDFs. The Ticket UDFs appear in the Service Desk Ticket and are labeled [Mon-

itoring 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 selectEdit Ticket.

3. In theUser 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.

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Index: Adapter, Device Discovery – User-defined Fields

Index

Adapter, Device Discovery

configure 8

AdvancedOptions, extension

CIDW 16

Device Discovery 16

CIDW

Actions Performed 45

Configuration Items to Contract 47

Correct Mapping Errors 51

Step 1 28

Step 2 31

Step 3 37

Step 4 41

Configuration ItemsDiscovery Wizard 5

Actions Performed 45

CI to Contract 47

Correct Mapping Errors 51

launching 26

Step 1 28

Step 2 31

Step 3 37

Step 4 41

Device Discovery 5

activate/inactivate 12

automatic operation 23

batch list 26

configure 8

configure Web services 15

manual launch 23

notifications 20

Options tab 19

running 23

set advanced options 16

set schedule 13

set service version 11

Device Discovery Adapter

configure 8

configure Web services 15

Options tab 19

set advanced options 16

set schedule 13

Extensions

for managed services 5

Kaseya 5

ManagedWorkplace 5

N-central 5

Kaseya Extension 5

LPIManagedWorkplace Extension 5

Managed Services 5

Kaseya 5

LPIManagedWorkplace 5

N-central 5

Managed Services Extensions 5

ManagedWorkplace Extension 5

N-central Extension 5

Schedule Device Discovery 13

User-defined Fields

used inDevice Discovery 53

Page 57 of 57