Support Portal

Configuring the Autotask PSA Integration Platform

This article discusses the steps taken to configure access between an IT service provider’s Easy Connect Support Portal account and their own PSA system. The IT service provider must first be registered by the Easy Connect Support Team, and have set-up the PSA prerequisites.

For a more general overview and the steps to set-up PSA integration please read How to Integrate with PSA Systems.

Welcome and Initial Login          

At this point you have received the “Welcome Email” with instructions to access the PSA Integration Admin Utility which is provided to configure, monitor and perform administrative tasks. You will access the admin utility at https://psa.prolianteasyconnect.com/login. When a user logs in to the admin utility for the first time, using the temporary password emailed to him/her, the following screen appears, and enforces a password change.

 

User Home Screen

The home screen of the user looks as follows:

 

User Settings

To activate the integration, the user must enable access to the two platforms of ProLiant Easy Connect Support Portal and Autotask using the following screen:

To create an OAuth token for Easy Connect Support (ZenDesk), ‘Generate New Token’ button should be pressed.

OAuth (Open Authorization) is an open standard for token-based authentication and authorization on the Internet. OAuth allows for the use of the Easy Connect Support account information to be used by the PSA Integration without exposing the Easy Connect Support account password.

ProLiant Easy Connect Support Portal

This will bring the user to the following, external screen, opening in a separate tab:

The user must sign in using the ProLiant Easy Connect Support Portal credentials. The PSA Integration platform will use an OAuth token to enable for the use of the Easy Connect Support account information thus enabling the synchronization with Autotask without exposing the Easy Connect Support account password. The communications will be securely authorizing the support portal to export tickets to the PSA integration.

 

Token Processed

This will bring the user to the following screen:

The user can now close this tab by clicking on ‘Close Window’.

 

The original settings screen is now uncovered, with the token input filled in:

 

don-autotask-settings.jpg

 

 

The user must now enter in administrator credentials for the PSA and submit the form.

Once all credentials are verified, the PSA Integration status changes to active. Now that the integration setup is complete the initial and subsequent synchronizations will occur at scheduled 5 minute intervals.

Setup Checklist

This page will enable the tracking of the setup instruction items completed:

 

Other Screens

Change Password

In the event you would like to change your password for the integration platform select the “Change Password” tab, enter your current password and the new password you would like to use. Click “Submit”. This is only for the integration platform and does not affect passwords for the HPE Ticketing System (ZenDesk) or Autotask.

Forgot Password

In the event you have forgotten your password to the integration platform you will be able to regain access by selecting “Forgot Password on the home page. “https://psa.prolianteasyconnect.com/login“. This is only for the integration platform and does not affect passwords for the HPE Ticketing System (ZenDesk) or Autotask.

Upon submitting, if the email address matches an existing user, an email will be sent to user with a new temporary password. If an incorrect email address is entered an error message will not be received.

Was this article helpful? 0 out of 0 found this helpful
Have more questions? Submit a request