Integration: Autotask & ConnectBooster

Autotask

NAVIGATION  Admin > Activations

SECURITY  Administrator

ConnectBooster

NAVIGATION  Integrations > Autotask

SECURITY  Master Admin > Settings > Integrations

Processing a payment means collecting payment information (that is, credit card or account numbers) in Autotask, applying it to an invoice, and transmitting it to the payment gateway. A Transaction ID is issued by the gateway network and synced to Autotask.

The transaction type is a sale. On the Payment Search page, the Sale Amount is equal to the Payment Amount and the Applied Amount.

If a customer disputes an invoice item and you end up voiding the invoice the payment was applied to, the sale and the payment transaction still happened, but the invoice it was applied to is longer associated with the payment. So, there is now an Unapplied Amount equal to the sale amount, and the Applied Amount is zeroed out.

The unapplied amount can be applied to another invoice with an equal or lower total.

If an unapplied amount was applied to an invoice with a lower sales total than the original invoice, a refund is issued for the difference. As a result, the Unapplied Amount is now 0.00, and the Refund Amount is the difference between the total of the original invoice and the invoice the unapplied amount was applied to (the Applied Amount).

The same transaction has now a sale and a partial refund listed.

Instead of applying the unapplied amount to another invoice, you can also issue a full refund. On the table, the entire amount is now shown in the Refund Amount column, and the Unapplied Amount is now $0.00.

On the View Payment Details window, a second row shows the refund.

IMPORTANT  The refund will not be communicated to the payment gateway. To actually issue a refund to your client, you must issue it manually from the payment gateway.

It is possible that something prevents a transaction from settling in the payment gateway: a credit card is frozen, an account is overdrawn, and so forth. Currently, this information is not synced to Autotask. To remove this payment that now does not exist in the payment gateway, you have the option to cancel the payment in Autotask.

If you cancel, the check mark is removed from the transaction. The payment happened (there is a Transaction ID), but the Sale Amount, Refund Amount, Unapplied Amount and Applied Amount are all set to 0.00. The Date Paid is removed from the associated invoice and the invoice is returned to the state before the payment was processed.

This integration is currently in limited release and available only to selected users. Kaseya must enable the integration for individual customer organizations.

Once enabled, you must activate the integration in Autotask via Admin > Admin Categories > Activations.

You have the option to set up a custom security level in Autotask with minimum permissions that you can use specifically for managing this integration with ConnectBooster. Complete the following steps in Autotask to do so:

1. Navigate to Admin > Organization Settings & Users > Resources/Users (HR) > Security Levels.
2. From the context menu for the API User (system) security level, which is configured with the settings needed for the new security level you will create, select Copy.
   

3. Enter a name indicating that this security level is used for the integration with ConnectBooster.
   
   
4. Click Save & Close.
   

Autotask allows you to create API-only access user types for the purpose of OAuth integrations with other applications. An Autotask security level with Admin permission to configure Resources/Users (HR) can complete the following steps to create credentials for an API user in Autotask, which will not have access to the Autotask user interface. The API user credentials configured in the following steps will be used for connecting this integration:

1. Navigate to Admin > Organization Settings & Users > Resources/Users (HR) > Resources/Users.
   
2. From the New drop-down menu, select New API User.
   
3. In the General section, fill in the required fields. From the Security Level drop-down menu, select API User (system) or the custom security level you set up in Create a dedicated security level in Autotask (optional).

4. In the Credentials section, click Generate Key and Generate Secret to populate those fields. Copy and securely save these values, which you will later enter in ConnectBooster.

NOTE  When creating the API user, it's important to take note of the credentials you create, as you cannot recover the Password (Secret) value from the user record in Autotask once it has been saved.

5. In the API Tracking Identifier section, select ConnectBooster - ConnectBooster as the integration vendor.
   
6. Click Save & Close to create the new user and receive an email with login credentials.
   

Learn more about API users in the Autotask Help system.

To establish the connection with Autotask in ConnectBooster, complete the following steps:

1. From the left navigation menu, click Integrations.
2. Click the Autotask card.

NOTE  If this card is not available, email support@connectbooster.com to request that this integration be added to your portal.

3. From the menu in the upper-right corner of the card, select Settings.
   
   
4. Enter your Autotask credentials. For details on the Custom Quote URL Mapping field, refer to Allow customers to view Autotask quotes in ConnectBooster.
5. Click Save.
6. From the menu in the upper-right corner of the card, select Test Connection to validate the credentials.
   
7. The initial synchronization between Autotask and ConnectBooster will begin within the hour and may require some time to finish, as organizations, contacts, contracts, tickets, and the full invoice history are pulled into ConnectBooster.
   To initiate an immediate sync, from the menu in the upper-right corner of the card, select Sync Now.
   Subsequent syncs will not take long and will automatically pick up new customers created in Autotask.

Notifications in ConnectBooster, which are responses to activities triggered in the system or by your clients' initiation, can be sent as email messages to an Autotask contact and create service tickets in Autotask.

Once ConnectBooster is integrated with Autotask, ConnectBooster will default to your integrated accounting package to pull contact information.

To configure the option for automatic Autotask ticket creation in response to ConnectBooster notifications, complete the following steps in ConnectBooster:

1. From the Integrations page, navigate to the Autotask integration settings.
2. Click Connect to Ticketing.
   
3. On the Autotask login page that opens, log in to the account used to manage this integration.
4. Once you've logged in, click Authorize to allow ConnectBooster access to Autotask ticketing.
   
5. Now that the ticketing connection is established, you will want to review your internal notifications settings in ConnectBooster and select the Service Ticket check box for the notification types you wish to create Autotask tickets for.
6. In the Service Ticket Configuration section, select the Autotask service boards, issue type, and priority level to apply to the automatically created tickets.
   

In the ConnectBooster Help system, learn about default contacts and internal notifications.

ConnectBooster organizations can view Autotask quotes directly from within the customer-facing portal. The prepared quote document will show only for open opportunities inside of Autotask and if a URL linking to the document exists. If the URL is blank or missing, the customer can still view the open opportunity as usual. This feature is a convenient way for organizations to view proposal documents in the billing portal rather than searching an email inbox.

ConnectBooster's functionality will work with the user-defined field (UDF) regardless of how the URL was inserted into the Autotask opportunity.

Step 1: Creating a UDF on the opportunity template in Autotask

1. In Autotask, navigate to Admin > Admin Categories > Features & Settings > Sales & Opportunities > Opportunity Categories.
2. Select to edit the category you wish to modify, and click the Details tab.
3. Click New User-Defined Field.
   
4. In the Name field, enter a name for the UDF.
5. From the Field Type drop-down menu, select Text (URL).
6. Click Save & Close.
7. From the menu for the newly created UDF, select Make Field Visible.
   

Step 2: Mapping the UDF in ConnectBooster

1. In ConnectBooster, navigate to Integrations and select Autotask.
2. In the Custom Quote URL Mapping field, enter the name of the UDF generated.
   
3. Click Save.

Viewing a quote in the ConnectBooster client portal

When a client opts to open a quote, a new browser tab will open to display the quote acceptance page.

NOTE  If your clients report missing the Service section, you may need to enable the permission to view Quotes. This settings is available via Configurations > Client Users > Client Profiles in ConnectBooster.

1. Navigate to Service > Quotes.
   
2. Select an open opportunity.
3. Click Open Quote.
   
   

1. In ConnectBooster, navigate to Configurations > Billing > Invoice Image Data.
2. Select the check box for the Autotask integration.
3. Drag the Autotask line item to the top of the list to ensure that when you or a client attempts to view an invoice on the portal, ConnectBooster will first attempt to display the Autotask version of the invoice.
   
4. Click Save.

In the ConnectBooster Help system, learn more about invoice image data and the related functions that impact your portal behavior.

SECURITY  A security level with Admin permission to configure Finance, Accounting, & Invoicing is required for these steps. Refer to Admin security settings in the Autotask Help system.

1. In Autotask, navigate to Admin > Admin Categories > Features & Settings > Finance, Accounting & Invoicing > Payment Processing.
2. Set your internal currency (the currency you do business in) and select the environments where payment processing can be initiated. Complete the following fields:

Field	Description
Accept Payments in:	Select the environments payment processing can be initiated from: Autotask: The customer must call the service provider to pay an invoice. Client Portal: A Client Portal user with access to invoices can process a payment from the Client Portal. Learn about making a payment on an invoice in the Autotask Client Portal Help system.
Currency	In single-currency databases (most customers), this field will be blank. Click the drop-down control and select the currency you do business in (your internal currency). The list is limited to the list of currencies ConnectBooster supports: USD, CAD, AUD, NZD, EUR, and GBP. NOTE  If you are in a multi-currency database, your internal currency is already set, and you cannot edit this field. IMPORTANT  Once set, the internal currency cannot be changed. Be certain to select your actual currency.

3. Save your settings.

You are now ready to process payments.

SECURITY  Manager permission is required for these steps.

Payments can be processed from the invoice history, the invoice, and by the client contact from the Invoice page in Client Portal.

IMPORTANT  Before you process payments in ConnectBooster, make sure that the invoices have been transferred to QuickBooks and are associated with the QuickBooks invoice number. The invoice number is what keeps everything aligned.

IMPORTANT  Be aware that the synchronization frequency between QuickBooks and ConnectBooster is usually one hour.

The Process Payment window in ConnectBooster can be launched from an individual invoice or from the context menu of the Invoice History page. Complete the following steps in Autotask:

1. Navigate to either CRM > Search > Organizations > click Search > click an organization name > accessory tabs > Invoices or Contracts > Invoice History > context menu.
2. Make sure the Invoice Number field has been populated from QuickBooks and the Date Paid field is empty.
3. On the Invoice History page, select Process ConnectBooster Payment from the context menu.
   
4. On the Invoice page, click Process ConnectBooster Payment.
   
   
5. The Assign Payment Contact dialog window will appear. You must enter the name of the contact on whose behalf you are making the payment.
   
6. Start typing or select an organization contact.
7. Click Continue to ConnectBooster. The Order Summary page will open.
8. By default, the total balance will be paid. Enter a different amount if desired.
   
9. In the Wallet pane, click Use. To confirm your selection, click Pay.
   
10. You will see several verification, processing, and success dialog pages.
11. If there is an error, you can close the dialog and try again or go back to Autotask.
12. To add a new payment method, complete the Payment Information section.

The resulting payment will be synced to Autotask. To view it, navigate to Contracts > Invoices & Adjustments > Payments. Learn about searching and managing payments in the Autotask Help system.

To disable the integration, complete the following steps in ConnectBooster:

1. From the left navigation menu, click Integrations.
2. Click the Autotask card.
3. Click Delete.
4. In the confirmation dialog box, click Confirm.