Documents - Third-party Integrations


Autotask

Autotask Integration User Guide



Document Version 1.2
Created on May 10, 2012
Last modified on July 17, 2012





Contents


Document Information...........................................................................................................................3


History of Revisions........................................................................................................................3


Terms and Acronyms .....................................................................................................................3


Preface .................................................................................................................................................4


Overview...............................................................................................................................................4


Requirements.................................................................................................................................5


Integration Design.................................................................................................................................6


Accounts & Contacts......................................................................................................................7


Products, Manufacturers and Categorization ..................................................................................7


Quotes, Sales Orders and Opportunities ........................................................................................8


Employees (Sales Reps).................................................................................................................9


Integration Setup...................................................................................................................................9


In Autotask......................................................................................................................................9


In ChannelOnline ..........................................................................................................................10


Functionality Overview........................................................................................................................11


Integration Dashboard ..................................................................................................................11


Integration Settings .......................................................................................................................13


Data Transfer Settings ..................................................................................................................17


Tools .............................................................................................................................................19


Sync Logs .....................................................................................................................................20


Mapping Page...............................................................................................................................21


Import/Export Company from Company page in COL...................................................................21


Preparing a ChannelOnline Document for Export to Autotask ......................................................22


APPENDIX A - Field Data Mapping ...................................................................................................26









Document Information




History of Revisions

Revision      Date             By                         Description

1.0               5/10/12        Tony M.                 Initial document version.

1.1               6/12/12        Kelli K.                  Edited for content.

1.2               7/17/13        Tony M.                 Updated document formatting.





Terms and Acronyms


Definitions of terms and acronyms used in this document:


Term or
Acronym               Definition


AT                        Autotask


COL                     ChannelOnline








Preface


Autotask integration is a licensed service which began in ChannelOnline version 5.7.  For pricing information, please reach out to your ChannelOnline sales rep.




Overview


ChannelOnline now offers customers the ability to integrate with Autotask. The new Autotask integration offers synchronization of customer information, quotes and sales orders from ChannelOnline.


The Autotask (AT) application provides resellers with functionality related to service desk, contact management, outsourcing, contract administration, time tracking, billing, reporting, and business analytics.  The Autotask Pro module also includes Expense Management, Quote Management, Project Management, Sales Automation, Inventory, and real-time integration with Microsoft Outlook for e-mails.  Many ChannelOnline (COL) customers are looking to leverage the quote and order functionality of COL and the service and project elements of AT.  To assist these customers, CNET Content Solutions and Autotask are working together to help our clients get the most out of the two applications.  This effort has brought forth some effective ways to synchronize and exchange data between the platforms.


In general, resellers would like to be able to have products on a ChannelOnline quote or sales order be integrated into the Autotask application as products on a quote, on an opportunity, or project.  To facilitate this, the integration has focused on these key areas of data exchange: sales rep information, end customer company and contact information, products, quotes and sales orders.


Key Integration Benefits


   Import/Export Customers and Contacts between Autotask and ChannelOnline
   Export Products, Quotes and Sales Orders from ChannelOnline into Autotask opportunities











Requirements


  Autotask integration in ChannelOnline enabled
  Autotask service (Hosted or Local)
  Autotask user with full rights to assign in ChannelOnline's Integration page






Integration Design




Accounts & Contacts


Account company information has a bi-directional exchange of data between the applications. We assume that the addition and update of all contacts will take place during an account update or mapping.  Quotes and Sales Orders will NOT transfer if the account was not already synchronized between the applications.  This exchange needs to be facilitated in the following ways:


1)  Synced between COL from AT via a scheduled sync job
2)  Synced between COL by calling an Account Name manually from an import AT account link in the All Customers tab in Admin
3)  Mapped manually in the integration section of the Integration portion of COL






NOTE:   In order to sync companies and contacts between these two applications, customers are required to have a work phone number associated with both the company and the contact.  If a work phone number is not present, ChannelOnline will use the default number 555-555-5555 to execute the transaction.






Products, Manufacturers and Categorization


Products and Manufacturers can be migrated from COL to AT for Quote/Sales creation in Opportunities.  For this integration, COL is used as the master for all product information and any standardized service SKUs.  For accurate categorization of SKUs in AT, the ChannelOnline category and sub-category must be constructed in Autotask.  Without these, all products will be sent to the default category established during setup.  The exchange of data and the associated attributes will be controlled by ChannelOnline.  The following activities can be performed:


Export product SKU from COL to AT when associated with on a Quote or Sales Order document in COL.
  Call Labor and Service SKUs from AT through a Query and onto a COL Quote or Sales
Order.
  Create product Manufacturers in AT from COL.








Service / Service Bundle / Labor: These AT items can be queried from the Quote or Sales Order in COL, selected from within a new window, and added to the documents as it is being created.


NOTES




 The Service, Service Bundle, and Labor items are not added to the COL product catalog.
They can only be placed on the document.  Reporting in ChannelOnline will not be available for these items.
 For products to successfully export, the category/sub-category must already exist in AT, or it
will be assigned to the default selected in Admin.






Quotes, Sales Orders and Opportunities


The capability to send quotes and sales orders into AT is the main focus of the integration and provides resellers with the largest benefit of connecting the two applications.  Unlike in COL, however, in AT all quotes and sales order (sales orders are just a billing extension of a quote) documents are tied to an Opportunity entity.  This integration allows the user to query for an existing opportunity in order to make an addition or modification to the quote or sales order associated with it.  Additionally, it is possible to create new opportunities by using only the COL document number.


  Opportunity names can be queried, selected, and attached to a quote or sales order in
COL.
New opportunities will be created in AT by COL when no existing opportunity is attached via the query.
  If an Opportunity already exists in AT, the COL quote will be added to it in AT.
If a synced quote tied to an existing opportunity in AT is updated in COL, it will also be updated in AT.
  Shipping/carrier (Shipping Type) information is sent to AT with the Quote.
























NOTES




Be sure to connect the appropriate opportunity for the customer, matching both the document in ChannelOnline and the Opportunity in Autotask.
  Only a single quote can be associated with an opportunity in AT.  It is a one to one
relationship.
  Payment terms need to be selected on the document for quotes and sales orders to export.










Employees (Sales Reps)


For the successful export of quotes and sales orders, employees from Autotask must be directly associated with Sales Rep users in ChannelOnline.  This is a one to one connection.


Contact date format must be set to the location default mm/dd/yyyy in Autotask for exports to be successful.








Integration Setup


In Autotask


Resellers must perform the following setup steps in Autotask in order to exchange data:




1.  Enable the correct employee for use with the integration setup.
2.  Navigate to Admin > Employees/Resources. Select the employee and make sure they have
System Administrator security level.
3.  Check the contact date format on the above employee to make sure it is set correctly.
4.  Go to that employee's My Profile, and edit Contact Info.  Date format (third up from the bottom) must be the set to the location default mm/dd/yyyy.
5.  If desired, create category and sub-category entries in Autotask to match those coming from ChannelOnline.
6.  Navigate to Admin > Products and Services > Products > Categories and select new Product Category.  Please contact Channel Support for a complete list of supported categories.






















In ChannelOnline


Resellers must perform the following setup steps in ChannelOnline in order to exchange data:




1.  Create a document-level, global custom field for assigning opportunities to quotes and
sales orders in ChannelOnline.  This field name should reflect its purpose so users creating quotes can easily recognize it.  Recommended names include: Autotask Opportunity, Autotask Opp, Opportunity Name, etc.




2.  Complete the Connection settings in the Connection section under Integration > Autotask > Settings.  Select edit (on right side of header) and do the following on the edit connection page:




a.  Enter complete Integration Login ID
b.  Enter complete Integration Password
c.   Select the option allowing you to export documents to Autotask while in the document.
To use this function, you will need to have a global custom field available to assign documents to opportunities.




3.  Make selections in the Settings section of the Settings page.




4.  Select "Map Sales Reps within ChannelOnline to Autotask Users". Then assign the correct Autotask employee using the dropdown selection to the right of the corresponding Sales Rep in ChannelOnline.




5.  Set up the defaults you want ChannelOnline to use while exporting data to Autotask.  Do this by going to the page "Map Payment Terms, Delivery Methods to Autotask Items".




a. Select the default mappings for customer type, opportunities, sales orders, and products. b. Map the Payment Terms from ChannelOnline to the corresponding Payment Item from
Autotask by using the Autotask Item dropdown options.
c. Map the Delivery Methods from ChannelOnline to the corresponding Shipping Item from Autotask by using the Autotask Item dropdown options.  NOTE: It is recommended that you create an exact duplicate in Autotask of what is in ChannelOnline.





6.  Map customers from Autotask to the customers in ChannelOnline




a.  Go to the Tools page.  Select "Import and Map Customers from Autotask", and ChannelOnline will query a list of customer companies that are in Autotask that have not yet been mapped to customers in ChannelOnline.
b.  In the field to the right of the Autotask company name, you can search for the matching customer in ChannelOnline by typing the first few letters of the company name that you are looking for.




7.  Map tax rates from ChannelOnline to Autotask




a.  ChannelOnline will query a list of tax groups from Autotask that you can map to the taxes being applied in ChannelOnline. Enable this function by going to the "Map Tax Rates to Autotask Tax Groups" page.  Here you can set the default and create state connections with tax groups in Autotask.
b.  Select the default group from the dropdown list of Autotask Tax Groups.
c.   If more than a default is desired, select Add Tax Group Mapping, then add the following information:




i.   State
ii.   Tax rate
iii.   Tax Group Name from Autotask. NOTE: To find Tax Groups in Autotask go to
Admin > Contracts > Financials >Tax Groups.










Functionality Overview


Within the administration portion of COL, in the "Integrations" section, resellers will be able to set up and review information about the connection between the two applications.  When Autotask is activated, there will be a link present on the Integration Page to take users to the Autotask integration pages.


Integration Dashboard


The landing page in the Integration section is the Dashboard page.  This page provides a quick, seven-day snapshot of the latest activity between the applications.  The dashboard is divided into rows that represent the type of transaction that took place: customers, contacts quotes, sales orders, and products.


1.  For each transaction type you will find the number of events that have occurred under their respective column titles:




a.  Transactions - the number of transactions attempted in that given period b.  Sessions - number of scheduled jobs that have run
c.   # of Errors - incomplete transactions
d.  Warnings  - something did not transfer or was changed
e.  Informational - changes that ChannelOnline made to complete a transaction




2.  Customers Export Exception Report (Image 1): Contains a list of customers that ChannelOnline will not be able to sync to Autotask during an export because they are not mapped. This typically occurs because there are duplicate names or names that are too long to export.


Image 1: Dashboard Page










Integration Settings


Details for communicating with Autotask via XML are captured on the Settings Page (Image #2).




Image 2: Settings Page




















1








2








Connection Section (Image 2: Item #1)




1.  Connection URL - The connection URL will be auto-populated by ChannelOnline based on the connection we establish between Autotask and our systems.  This information is non- editable.  If there is a problem with the URL, please contact Channel Support.


2.  Provide a login ID and password for a user that has full administration rights in Autotask to be used for the Integration Login ID and Password.  These credentials are used by ChannelOnline to connect to the Autotask service and transmit data to your hosted Autotask account.


3.  Connection Edit Options (Image 3):


a.  Show Export to Autotask on each document for existing Opportunities within Autotask (Quotes, Sales Orders and Invoices). Use <Select a Custom Field> to determine the field that COL will use to get the Opportunity Name.  Select this option if you want to export quotes and orders into opportunities that already exist in AT.


NOTE: Export and Import connections can be initiated from within the Integration Data


Transfer page through manual or scheduled jobs, or on the fly on a document or customer edit page.  All jobs will terminate after the jobs are completed, and statuses will appear on the Sync



Log Page.




Image 3: Edit Connection Information












































Settings Section (Image 2: Item #2)




This section contains all the settings required to make transactions run smoothly between the applications.  The two links contained here enable the mapping of Autotask employees to ChannelOnline Sales Reps and several document, product, shipping and payment terms.


1.  Sales Rep / User Mapping: Map Sales Reps within ChannelOnline to Autotask Users.  Map your employees that are in ChannelOnline to the employee records that are in Autotask.
To map, select the COL employee from the search dropdown that matches up with the list pulled from AT.  Save the page.  (See Image 4 Employee Mapping).




2.  Miscellaneous Field Mapping: Payment Terms, Delivery Methods, and Product Info (See
Image 5).  This page is divided into three sections:


a.  Customer, Document & Product Defaults b.  Payment Terms
c.   Delivery Methods


ChannelOnline will use its internal product types, category and subcategory names for ALL
products.








Image 4: Employee Mapping






















 


Support, ChannelOnline            cs-col-support@1worldsync.com
Wednesday, Wendy                  wwednesday Controller, QA                            qa.controller@testsalot.com Acrobatics, Clowney                  a.clowney@clownacts.com
 
Bucks, Star Support, Channel Wednesday, Wendy Controller, QA
Acrobatics, Clowney 



















































































Image 5: Miscellaneous Field Mapping














Miscellaneous Field Mapping


Map Customer, Document & Product Defaults






Data Transfer Settings


The transfer of multiple documents at one time can be run manually or at scheduled intervals.  The Data Transfer section contains three transactions that can be manually run or scheduled: Customer, Quote or Sales Order (Order) (see Image 6: Data Transfer Page).  Customer data transfer can be selected to flow from ChannelOnline to Autotask or from Autotask to ChannelOnline.  Quotes and Orders can only flow from ChannelOnline to Autotask.


Types of updates:




  Company/contact info
  Quotes = Quotes
  Orders = Sales Orders


From the Run page of a specific transfer type (see Image 7), date and time ranges can be set, or the job can be scheduled to run at regular intervals.  The job history can be found on the Sync Log page. Setting options include:


Manual Jobs




  Document status: Report Date, Created Date, Last Modified Date, or Follow-up Date.
  Period:
  Today
  Last 7 days
  Last 30 days
  Last 60 days
  Last 90 days
  Last 120 day


Scheduled Jobs




  Job Name
  Start time (12:00 AM = default)
  Frequency: Daily, Weekly or Monthly


Jobs are logged for historical reporting. Logs show job statuses and any errors that may have occurred (see Sync Logs section).




Image 7: Run Quotes Job page




























































Tools


The tools section will assist you in the mapping of customer data between the two applications.




Image 8: Tools page














Tools
1




2


3








Import and Map Customers from Autotask (Image 8: Item #1): COL will query AT for the list of customers that are not currently mapped to COL. You will then be able to assign them to








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Title space






existing accounts in COL by typing the corresponding name in the field box to the right of the customer name from Autotask.  If unassigned, those customers will need to be imported.


Tax Groups (Image 8: Item #2): ChannelOnline will query a list of tax groups from Autotask that you can map to the taxes being applied in ChannelOnline. Do this by going to the Map Tax Rates to Autotask Tax Groups page.  Here you can set the default and create state connections with tax groups in Autotask.


Complete Reset Link (Image 8: Item #3)




The reset link allows you to reset ALL of your Autotask connector history and settings within ChannelOnline.  This removes any known links between customer, contact, quote, and sales order information.  After performing this action, you will be required to repeat the entire setup process.


Sync Logs


The Sync Logs section shows you the history of all the data transactions you have performed for a specified time period.  The history defaults to a period of the last seven days but can be set to show the last 30 or 90 days via the dropdown on the right hand side.  The report table on the page provides the name of the job that ran, when it ran, and what the result of it was (See Image 9).


Notice that the status column provides the number of successful transactions with the total number attempted.  These numbers link to the actual results and errors associated with that job, providing
information on what needs to be fixed to make it transfer successfully.













Image 9: Sync Log Page






















































Mapping Page


Mapping Reference tables provide a guide to the information and fields that are being updated during data transactions.  There are tables available for Companies, Contacts and Quotes/Sales Orders. Linked fields have been defined by CNET based on all available and applicable Autotask integration points, except where choices have been presented to the reseller during setup.


NOTE: For field mapping details, see Appendix A.










Import/Export Company from Company page in COL


From the All Customers tab in the Customers section, click the "Import From Autotask" link, and you will be provided a pop-up box to enter the Autotask account number for the customer you want to import from Autotask.
















Import Autotask Customer Pop-up
























To export a customer, you will see a link at the bottom left in the company information section in the customer view.


Image 10: Export to Autotask in Company Info




























































Preparing a ChannelOnline Document for Export to Autotask


From the quote or sales order document you will perform the following actions:




1.  Assign it to an existing opportunity in Autotask.
2.  Use the quote/order to create a new opportunity in Autotask, if one does not already exist
(the document number will become the opportunity number in Autotask).








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Title space






3.    Add service, service bundles, and labor items from Autotask onto the quote.
4.    Export the document to Autotask.






Assigning an Opportunity to a Document




To assign a quote to an Autotask opportunity, click on the search icon next to the custom field that was created during setup for this purpose (See Image 11.  Note the name used in this example is Autotask Opportunity).


Image 11: Assigning an Autotask Opportunity












































After selecting the search icon, you will receive a popup window allowing you to select the
appropriate opportunity to attach the document.  Note that you can filter the list by "Created After" and by the customer name referenced on the document.





























Image #12: Selecting an Opportunity to tie to a Quote

















Assigning Services and Labor to a ChannelOnline Quote




ChannelOnline can query Autotask for the list of roles with associated cost and period type and make them available to be selected while creating a quote in COL. This assists the Sales Reps by not requiring them go back into Autotask to do this part of their quote.  To use this feature, simply select the link "Import Items from Autotask" that is above the subtotal in the document.


Image 13: Import Items from Autotask








































Export to Autotask link on Quotes and Sales Orders




The last step in sending the document to Autotask is to select the "Export to Autotask" link at the bottom center of the document page.


Image 14: Export to Autotask




























APPENDIX A - Field Data Mapping


CUSTOMERS (Company Info: COL - customer / Autotask - Account)




ChannelOnline Fields                                            Autotask Fields


Active                                                   ------>          -----


Customer Number                               ------>          AccountNumber+ Company Name                                   ------>          Account Name+ Company Address Line 1                    ------>          Address Line 1
Company Address Line 2                    ------>          Address Line 2


Company City                                      ------>          City Company State                                    ------>          State Company Zip                                       ------>          Zip Code Country                                                ------>          Country Website                                                ------>          Web Site Company Phone                                  ------>          Phone+ Company Fax                                      ------>          Fax Location Code                                      ------>
Default Type Setting                            ------>          Account Type+ Account Manager                                 ------>          Account Owner+ Parent Company                                  ------>          Parent Account Name


Presence of "+" after field name refers to a required field.




























CONTACTS




ChannelOnline Fields                      Autotask Fields


Title                                ------>          Title


First Name                      ------>          First Name+ Last Name                      ------>          Last Name+ Customer Number          ------>          AccountID+ Company Name             ------>          Account Address Line 1               ------>          Address Line 1
Address Line 2               ------>          Address Line 2


City                                 ------>          City


State                               ------>          State


Zip                                  ------>          Zip Code Country                                              Country Work Phone                   ------>          Phone+
Mobile                             ------>          Mobile Phone Home Phone                  ------>          Alternate Phone Other Phone                   ------>
Fax                                                     Fax


E-mail                             ------>          Email Address


Default                            <------




Presence of "+" after field name refers to a required field.
















OPPORTUNITIES (Quote / Sales Order)




ChannelOnline Fields                                                 Autotask Fields
Customer Number                                    ------>           AccountID+ Company Name                                       ------>           --


Doc #                                                        ------>           Opportunity Title


Sales Rep                                                 ------>           Opportunity Owner


Contact                                                                         Account


Description                                               ------>           Description+


Total                                                         ------>           Amount+


Cost                                                          ------>           Cost+


Default Status Setting                              ------>           Status+


Date                                                          ------>           Create Date+


Default Date Setting                                 ------>           Projected Close Date+


Default Probability Setting                        ------>           Probability+


Sales Rep                                                 ------>           Creator Object ID+


Total                                                         ------>           UseQuoteTotalAmount+


---------------------------QUOTE  / ORDER--------------------------


Bill To                                                       ------>           Bill To Location ID+


Contact ID                                                ------>           Contact ID+


Date                                                          ------>           Effective Date+


Expiration (optional)                                 ------>           Expiration Date+


Billing Company Name                             ------>           Account Name


Custom Doc Field                                     ------>           Opportunity Title


Opportunity ID                                          ------>           Opportunity ID+











ChannelOnline Fields                                                 Autotask Fields


Doc #                                                        ------>           Quote Name+


Description                                               ------>           Quote Description


Contact                                                     ------>           Contact Name


Mapped Tax Groups                                ------>           Tax Group Name


Location Code                                          ------>           Ship To Location ID+


Location Code                                          ------>           Sold To Location ID+




Presence of "+" after field name refers to a required field.


























PRODUCTS (on Quote or Order)




ChannelOnline Fields                                                 Autotask Fields


Default Setting Active                                ------>          Active+ Line Item                                                    ------>          Item
Name (short desc)                                     ------>          Product Name+


Description                                                 ------>          Product Description


Qty                                                             ------>          Quantity


Cost                                                           ------>          Unit Cost


Price                                                           ------>          Unit Price


ProductID (COL)                                        ------>          ProductID+


Default Internal Setting                              ------>          Allocation Code ID+










ChannelOnline Fields                                                 Autotask Fields


Default Setting Yes                                    ------>          Serialized+
 


Manufacturer                                             ------>
 
Manufacturer Account


Name 
 


Mfr Part #                                                   ------>
 
Manufacturer Product


Number 


Category                                                    ------>          Product Category




Presence of "+" after field name refers to a required field