Integrate Your Firebox with Autotask

You can configure your Firebox to integrate with Autotask, a professional service automation tool. This integration enables service providers to automatically synchronize customer asset information for more efficient device management and monitoring.

We recommend you upgrade to Fireware v12.5.3 or higher to support the latest Autotask API updates. Only an Autotask API User account can access Autotask API services and the Firebox Autotask integration. For more information and details on how to add an API User account, see Autotask Integration and API User Accounts.

Autotask features include:

  • Auto Synchronization of Asset Information — Automatically synchronizes your Firebox asset information and the status of your security service subscription, which includes subscription start and end dates, device serial numbers, and OS versions.
  • Closed-Loop Ticketing of System, Security, and Subscription Events — Configure event thresholds for a wide range of parameters to automatically trigger the creation and closure of tickets, such as security services, device statistics, and subscription statuses. This feature eliminates ticket flooding and false alarms, and automatically closes tickets when issues are resolved. If an event occurs again, the same ticket is reopened so that you can track repeated occurrences of the same event. You can also configure the default priority of tickets.

Configure Autotask for Integration with Firebox

For instructions to help you create an Autotask API user account and configure Autotask for integration with your Firebox, see About Autotask Integration and Configuration.

For more information or technical support about how to configure settings on the Autotask website, see the Autotask documentation.

Configure the Autotask Settings on Your Firebox

You can configure the Autotask integration settings from Fireware Web UI or Policy Manager.

After you enable Autotask on your Firebox and save the configuration, Autotask automatically creates a Configuration Item object for the Firebox. Configuration Items are assets that you manage in Autotask. They are grouped by Product type in Autotask.

If you already have an existing configuration item for your Firebox in Autotask, you can select the Use existing Configuration Item option that searches for an existing Firebox configuration item based on the serial number of the Firebox. If you select Use existing Configuration Item, you must manually add the WatchGuard user-defined fields to your Autotask configuration to enable device monitoring.

  1. Select System > Technology Integrations.
  2. In the Autotask section, click Configure.

Screen shot of the Autotask configuration in Fireware Web UI

  1. Select the Enable Autotask check box.
  2. In the Username text box, type the user name for your Autotask account.

Make sure this account is an Autotask API User account. You cannot use a regular non-API user account with API permissions.

  1. In the Password text box, type the password for your Autotask account.
  2. Adjacent to the Account text box, click Lookup.
    The Account Lookup page appears.
  3. Select the account that will manage this Firebox, then click OK.
  4. To set a default ticket priority, adjacent to the Priority text box, click Lookup .
    The Service Ticket Priority Lookup dialog box appears.

    Screen shot of the Service Ticket Priority Lookup dialog box

  1. Select a priority level for tickets generated by the Firebox and click OK.
  2. To set a default queue for tickets, adjacent to the Queue text box, click Lookup.
    The Queue Lookup dialog box appears.
  3. Select a Queue and click OK. All tickets generated by the Firebox appear in this queue.
  4. Adjacent to the Product text box, click Lookup.
    The Product Lookup dialog box appears.
  5. Select a Product and click OK.
  6. If a Configuration Item already exists for this Firebox in your Autotask account, select the Use existing Configuration item check box. Tip!

The Autotask integration determines the presence of an existing configuration by searching for a configuration that contains a serial number that matches the serial number of the Firebox.

  1. To test the settings before you save the configuration, click Test Settings.
  2. To save the configuration changes, click Save.
  1. Select Setup > Technology Integrations > Autotask.

Screen shot of Autotask setup dialog box

  1. Select the Enable Autotask check box.
  2. In the Username text box, type the user name for your Autotask account.

Make sure this account is an Autotask API User account. You cannot use a regular non-API user account with API permissions.

  1. In the Password text box, type the password for your Autotask account.
  2. In the Account text box, type your Autotask account name that will manage this Firebox.
  3. In the Priority text box, type the Autotask priority level for all tickets generated by the Firebox.
  4. In the Queue text box, type the Autotask queue name. All tickets generated by the Firebox appear in this queue.
  5. In the Product text box, type the Autotask Product name.
  6. If a Configuration Item already exists for this Firebox in your Autotask account, select the Use existing Configuration item check box. Tip!
  7. Click OK.
  8. Save the configuration to your Firebox.