Create Autotask Ticket Callout Webhook

The Autotask Ticket Callout Webhook is one of the ways that Autotask can notify a 3rd party app that a ticket has been created/updated. It greatly reduces how often we have to “poll” Autotask for data, reducing our consumption of your Autotask API hourly cap and speeding up data updates across-the-board.

Get Your Rocketship Webhook URL

Before you begin, you need to get the personalized webhook URL we provide for your tenant. During onboarding, it will show in the onboarding screen. Optionally, you can view it via Rocketship Admin->Account->Webhooks. You will want to copy the Webhook for the Ticket entity with the Webhook Type “Callout”:

You need to copy the Webhook Url, which you will use in the next step.

Create Ticket Callout in Autotask

The “Ticket Callout” is what Autotask uses to “call out” to a 3rd party. In this situation, that’s us!

1. Log into Autotask
2. Go to Admin->Extensions & Integrations
3. Expand Other Extensions & Tools
4. Click on Extension Callouts (Tickets)
5. Click New Extension Callout
   • Name: Rocketship Ticket Callout
   • Active: Yes
   • URL: <the webhook URL from above>
   • The Username/Password fields are not used/legacy. We authenticate via the POST data sent by Autotask, so skip the rest.
6. Click Save&Close

Create Autotask Workflow to Trigger Ticket Callout

One final step! You need to create a Workflow Rule (WFR) that will trigger on ticket creations/edits. This is a very simple WFR, but it can be used to restrict what tickets we are notified about (e.g., if you don’t want us getting tickets in the Queue “Spam”) later on as you fine-tune your configuration as desired.

1. Log into Autotask
2. Go to Admin->Workflow Rules
3. Click New
4. Fill in these details:
   • General
     • Workflow Rule Name: Rocketship Ticket Callout
   • Events
     • Select: Created By
     • Select: Edited By
   • Actions
     • Then Execute Extension Callout: Rocketship Ticket Callout
5. Save & Close

All done!

The next time you create or edit a ticket that satisifies the WFR, it will trigger a “callout” (webhook) to Rocketship.