Integrate Your Firebox with Autotask

1. Select System > Technology Integrations.

   

2. Select the Autotask tab.
3. Select the Enable Autotask check box.
4. In the Username text box, type the user name for your Autotask account.
5. In the Password text box, type the password for your Autotask account.
6. Adjacent to the Account text box, click Lookup.
   The Account Lookup page appears.
7. Select an account and click OK.
8. To set a default ticket priority, adjacent to the Priority text box, click Lookup .
   The Service Ticket Priority Lookup dialog box appears.

   

9. Select a priority level for tickets generated by the Firebox and click OK.
10. To set a default queue for tickets, adjacent to the Queue text box, click Lookup.
    The Queue Lookup dialog box appears.
11. Select a Queue and click OK. All tickets generated by the Firebox appear in this queue.
12. Adjacent to the Product text box, click Lookup.
    The Product Lookup dialog box appears.
13. Select a Product and click OK.
14. If a Configuration Item already exists for this Firebox in your Autotask account, select the Use existing Configuration item check box. Tip!If a Configuration Item already exists for this Firebox in your Autotask account, and you do not select this check box, a duplicate Configuration Item appears in your Autotask account.
    
15. To test the settings before you save the configuration, click Test Settings.
16. To save the configuration changes, click Save.

1. Select Setup > Technology Integrations > Autotask.

2. Select the Enable Autotask check box.
3. In the Username text box, type the user name for your Autotask account.
4. In the Password text box, type the password for your Autotask account.
5. In the Account text box, type your Autotask account name.
6. In the Priority text box, type the Autotask priority level for all tickets generated by the Firebox.
7. In the Queue text box, type the Autotask queue name. All tickets generated by the Firebox appear in this queue.
8. In the Product text box, type the Autotask Product name.
9. If a Configuration Item already exists for this Firebox in your Autotask account, select the Use existing Configuration item check box. Tip!If a Configuration Item already exists for this Firebox in your Autotask account, and you do not select this check box, a duplicate Configuration Item appears in your Autotask account.
10. Click OK.
11. Save the configuration to your Firebox.

1. From the navigation icon at the top left, select CRM > Accounts.
   The Account Search page appears.
2. In the Account Name or Number text box, type the account name. Tip!You can type only a portion of the account name.
3. Click Search.
   A list of accounts appears.

4. To view the account details, click the account name.
   The Account page appears.

1. On the Account page for your company, place your mouse pointer over the menu at the top left.

2. Select Configuration Item.
   The Configuration Items dialog box appears.

3. Select a Configuration Item to view or edit the configuration.
   The Edit Configuration Item page appears.

4. To view the connection details and monitors for your Firebox, expand the Configuration Item User-Defined Fields (Firewall) section.
   A list of WatchGuard monitors appears.

WatchGuard Monitors

Firebox Configuration Items include a unique set of WatchGuard monitors that relate to device monitoring and ticket management. These are thresholds for system events, and enable you to customize the events that generate tickets.

If a system condition passes a configured threshold, a ticket is created to notify you of the system event. If the event does not continue and passes below the threshold, the ticket is automatically closed. If the event occurs again, the same ticket is opened again so that you can track repeated occurrences of the same event.

If you edit a monitor in Autotask, you must use the same syntax as existing monitors. If you create a monitor with invalid syntax, the Autotask UI does not warn you. However, errors appear in the Firebox logs.

WG: Firebox Model

Displays the model number of your Firebox.

WG: Fireware Version

Displays the Fireware OS version that is on your Firebox.

WG: Monitor APT Detection

Monitors APTs detected by APT Blocker over a specified period of time. For example, it can notify you if 100 APTs were detected over 10 minutes.

WG: Monitor Botnet Detection

Monitors botnet activity detected by Botnet Detection over a sustained period of time. For example, it can generate a ticket if botnet activity is detected for over 10, 30, or 60 minutes.

WG: Monitor Certificate Expiration

Monitors system certificates and generates a ticket if any certificates will expire within the number of days you specify. You can select 10, 30, or 60 days prior to expiration.

WG: Monitor Cluster Failover

Monitors whether a FireCluster failover has occurred. After a failover occurs, the new FireCluster master generates a ticket. The ticket information includes the member IDs of the new cluster master and the previous master. The ticket is closed after five minutes of cluster stability.

WG: Monitor CPU Usage

Monitors CPU usage over a specified time period. For example, it can generate a ticket if CPU usage is greater than 90% over 10 minutes.

WG: DLP Detection

Monitors violations detected by Data Loss Prevention over a specified period of time. For example, it can generate a ticket if 50 DLP violations were detected over 10 minutes.

WG: Feature-Key Expiration

Monitors feature keys and generates a ticket if any feature keys will expire within the number of days you specify. You can select 10, 30, or 60 days prior to expiration.

WG: Monitor Flood Detection

Monitors whether DoS flood attacks (such as SYN, ICMP, UDP, IPsec, IKE floods) have occurred over a specified period of time. For example, it can generate a ticket if any flood attacks are detected over 10, 30, or 60 minutes.

WG: Monitor Interface Status

Monitors whether any network interfaces have a link down status over a specified period of time. For example, it can generate a ticket if an interface is down for longer than 5, 10, or 30 seconds.

WG: Intrusion Prevention

Monitors whether intrusion attempts have been detected by IPS over a specified period of time. For example, it can notify you if 50 intrusions were detected over 10 minutes.

WG: Monitor Memory Usage

Monitors memory usage over a specified time period. For example, it can notify you if memory usage is greater than 90% for over 10 minutes.

WG: Monitor Spam Detection

Notifies you if spam email messages have been detected by spamBlocker over a specified period of time. For example, it can notify you if 50 spam messages were detected over 10 minutes.

WG: Monitor Total Connections

Monitors the total number of concurrent connections over a specified time period compared to your system connection limits. For example, it can generate a ticket if the total number of concurrent connections is greater than 90% of your system limit for over 10 minutes.

WG: Monitor Total L2TP Connections

Monitors the total number of concurrent L2TP connections over a specified time period compared to your system connection limits. For example, it can generate a ticket if the total number of concurrent L2TP connections is greater than 90% of your system limit for over 10 minutes.

WG: Monitor Total MUVPN Connections

Monitors the total number of concurrent Mobile VPN (MUVPN) connections over a specified time period compared to your system connection limits. For example, it can generate a ticket if the total number of concurrent MUVPN connections is greater than 90% of your system limit for over 10 minutes.

WG: Monitor Total SSLVPN Connections

Monitors the total number of concurrent SSLVPN connections over a specified time period compared to your system connection limits. For example, it can generate a ticket if the total number of concurrent SSLVPN connections is greater than 90% of your system limit for over 10 minutes.

WG: Monitor Virus Detection

Notifies you if viruses have been detected by Gateway AntiVirus over a specified period of time. For example, it can generate a ticket if 50 viruses were detected over 10 minutes.

1. In your Autotask account, select the Tickets tab.

2. To see the ticket details, click the ticket number or description.

 

1. On the Autotask dashboard, click the Autotask logo.
2. Select Admin.

3. Expand Service Desk (Tickets).

4. Click Priorities.
   The Ticket Priorities page appears.
5. To edit a Ticket Priority, click the priority and type a new name.

6. To add a new Ticket Priority, click New.

1. On the Autotask dashboard, click the Autotask logo.
2. Select Admin.
3. Click Service Desk (Tickets).
4. Click Queues.
   The Service Desk Queues page appears.

5. To edit a Queue, click the queue and type a new name.
6. To deactivate a Queue, right-click the queue and select Inactivate Queue.
7. To delete a Queue, right-click the queue and select Delete Queue.
8. To create a new Queue, click New.
9. To edit who receives notifications, right-click the Queue and select Edit Queue Details.

1. On the Autotask dashboard, click the Autotask logo.
2. Select Admin.
3. Click Service Desk (Tickets).
4. Click Products & Services.
5. Click Product Categories.
   The Product Categories page appears.

6. To edit, add, or delete a Product Category, right-click a category in the navigation menu.
7. Select Edit Product Category, add Product Category, or Delete Product Category.