The Microsoft Teams integration

NOTE  This integration is separate from the MS Teams integration that enables sending messages and meeting links to Autotask contacts and resources. Refer to MS Teams.

About the Microsoft Teams integration

The Autotask integration with Microsoft Teams provides users with an alternate method for receiving the notifications generated by ticket workflow rules. Instead of a mailbox, the notification is sent to a webhook URL and posted in a Microsoft Teams channel. The workflow rules define the events and conditions as well as the Teams channel the notification is posted to.

Each post contains the following information:

  • Ticket Number
  • Event
  • Ticket Title
  • Organization
  • Contact
  • Description
  • Primary Resource
  • Priority
  • Status
  • Due Date (all dates and times is presented in your organization's default time zone)

Below the information fields are three action buttons:

  • View Ticket
  • Edit Ticket
  • Add Time Entry

Clicking a button will open the respective ticket or time entry page in Autotask. If you are not logged in, you will be asked to authenticate.

NOTE  If the pages do not open, make sure you that popups are allowed for *.autotask.net.

Configuration

To set up the integration, the following steps are required in Autotask and Microsoft Teams:

In Microsoft Teams, you set up the team and channel or channels that will generate the webhooks that establish the connection to Autotask and receive the notifications.

To create a webhook for a channel do the following:

  1. In a Teams channel, click on the 3-dot menu and select Manage channel.
  2. In the Connector section, click Edit.
  3. If Incoming Webhook is not yet listed under Connectors for your team, locate Incoming Webhook and click Add.
  4. Click Configure.
  5. Enter a name for the webhook.
  6. Upload the following image to make the channel easier to find:
  7. Click Create.

    The dialog window will be refreshed and the generated webhook URL will be displayed. This is the URL you will need to paste into Autotask.
  8. Click Copy to Clipboard.
  9. Click Done. The webhook is now listed in the channel.

For more information, refer to Create an Incoming Webhook for a channel.

Once the incoming webhook URLs are set up in Teams, the connectors must be set up in Autotask. Refer to Creating and managing Teams channel connectors.

The final step is to configure ticket workflow rules to post notification emails to a Teams channel instead of, or in addition to, sending an email notification.

Do the following:

  1. Create or edit a ticket workflow rule. Refer to Adding, editing, and copying workflow rules.

NOTE  In this first iteration, tickets are the only entity that is supported.

  1. Scroll to the very bottom of the workflow rule form's General tab,
  2. Select Actions: Post in Microsoft Teams Channel.
  3. Select one or more channels to post the notifications to. You can associate up to 10 separate channels with one workflow rule.
  4. Click Save & Close.

Every time the workflow rule fires, the notification will be posted to the selected channels.

Limitations and restrictions

At this time, only the Ticket entity is supported.

Each customer can create up to 100 Microsoft Teams connections in Autotask.

On the Microsoft side, the following limits and restrictions apply:

Parameter Limit

Message size

28KB

Rate

4 messages/second

60 messages/30 seconds

3,600 messages/hour

86,400 messages/day