We utilize the co-managed feature in Autotask, so for some of our customers they have contacts who are also a comanaged resource.
Traditionally, our workflow rules key off of whether the ticket update was created by an external contact (email incoming from the outside) or an autotask resource (typically a resource on the inside using the GUI.). We have to exclude the API users from things where we check for autotask resource, since they are considered as such.
The problem that we are running into is with the co-managed folks. When using Create Autotask Ticket, MSPint is seeing that the incoming email is both a resource AND a contact.
Example: Ex1
This in turn sets the CreatedByResourceID instead of the CreatedByContactID
Even though the impersonation is on, because its setting it as created by the resource and not created by the contact, the ticket creator gets saved as the API:
For us, that means that the ticket creation email doesn’t go out to the end user
How are other people handling situations where email is received from resources (who are acting as end users in this case)?
My thought it that I probably have to not use the Create Autotask Ticket action in MspInt, and instead create the ticket manually and assign the contactid and createdbycontactid directly.
Hi @DBachen
It sounds like you just need us to add an option to disable resource impersonation for that action. If we added that, would it solve your issue?
Alternatively, we could limit who can be impersonated.
Not sure the better solution. The resource isn’t being impersonated. In fact, its the opposite… Because the Create Ticket action sees that they are both a resource AND a contact, it assigns the resource as the creator – which then AT doesn’t recognize as impersonated. I think having a checkbox or something that says “treat external resources as contacts” or “skip resource lookup” or something that could be toggled on would do the trick.
Limiting who could be impersonated might let you cast a wider net for future use by other people who have different needs though. Can’t think of other scenarios besides my immediate need though.
Thanks in advance for either consideration.
When making API calls to the Autotask API, Autotask offers three options: perform the call as the API user itself, impersonate a resource, or impersonate a contact. If the ticket appears as being created by the resource even though it was created by MSPintegrations, that means that the resource was impersonated. (To clarify our terminology: whether it’s a resource or a contact, it’s still “impersonation”)
MSPintegrations prefers to impersonate the resource if it finds a matching resource and a matching contact. This is because we anticipated that most situations involving a matching resource and contact are caused by an inadvertent creation of a contact for an internal employee (a resource). However, we hadn’t considered your specific use case in designing this approach.
I’ll investigate whether we can add an option that allows you to specify whether you prefer to impersonate the contact or the resource.
