Autotask helps IT service providers organise their service work. Service Automation Suite connects tickets and progress to customer and supplier applications. Your team works from Autotask while cross-organisation progress remains visible.
Scenarios in practice
What would you like to do with Autotask?
Choose a use case and explore the related workflow steps.
Connect your inventory to TOPdesk, HaloITSM, ServiceNow, Freshservice or Jira Service Management, for example. Compare asset data, update agreed fields and route discrepancies to the right service team. We tailor the workflow to your platform, available modules and configuration.
Match the data
Match available devices or resources to existing records using stable identifiers.
Update selectively
Agree the authoritative source for each field. Update only necessary data and avoid duplicate records.
Follow up differences
Have missing data or discrepancies reviewed by the team responsible for the asset.
Customers & suppliers
The supplier knows. Your team does not.
Share ticket data, notes and progress between customer and MSP. Each team keeps its own system.
Service Automation Suite · Central coordination
Combine data and apply rules
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Information & trigger
Relevant data or workflow status
Follow-up & feedback
Update, execute and record outcomes
Share the relevant ticket
Define the ticket and context the other party needs. Keep unshared information in its own environment.
Connect progress
Align agreed fields, comments and statuses.
Track resolution
Return updates to the original request and surface missing feedback.
Coordinate actions
Turn a decision into completed work.
Connect a request or discrepancy to a workable process. Let people decide where needed and systems execute the agreed actions.
Service Automation Suite · Central coordination
Combine data and apply rules
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Information & trigger
Relevant data or workflow status
Follow-up & feedback
Update, execute and record outcomes
Define the starting point
Choose the request, change or discrepancy that needs follow-up and who decides.
Connect people and systems
Coordinate approvals, manual tasks and available system actions.
Record the result
Record which steps are complete and where someone still needs to act.
Assets & CMDB sync
Bring source data into your Autotask records.
Connect inventory from N-central, Intune or Lansweeper, for example, to the available asset or configuration records in Autotask. API Composer handles API exchange; DataFlow Composer combines, compares and maps the data.
If your service tool has no asset module, link the appropriate external CMDB reference to the ticket.
Service Automation Suite · Central coordination
API Composer · DataFlow Composer
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
For Autotask, assess available ticket, customer and asset references; CMDB and asset features vary by product and module. Define reliable matching, for example a source ID plus customer or tenant, or a serial number. A computer name alone is not always unique.
Read, combine and map
API Composer retrieves permitted data through the selected API. DataFlow Composer filters and normalises values, compares existing records and relates customer, location and person references where available. Where paginated, retrieve the complete agreed selection.
Create, update and verify
Create a missing asset or CI, or update agreed fields through the destination API. Retain source and destination IDs and check the response. Route uncertain matches for review; missing telemetry does not automatically mean deletion.
We choose data, direction and frequency based on available interfaces, modules and permissions. An existing import can remain in place; only agreed fields are updated.
Connect tickets with CC
Keep the alert and its resolution connected.
Let your team work in Autotask and connect the ticket to another service desk, supplier or delivery team. Collaboration Composer (CC) connects ticket references, agreed comments and progress. Asset context from API Composer and DataFlow Composer helps attach the correct record.
Service Automation Suite · Central coordination
Collaboration Composer (CC)
Combine the data with your policy, risk assessments and checks. Request information or a decision where needed, track actions and record the outcome.
Trigger & context
Alert, reference and relevant asset
Resolution & feedback
Local ticket, owner and status
Define when a ticket is needed
Select relevant alerts or requests. Match the same source event before creating another ticket; add the correct asset, customer and service where available. An update is not automatically a new incident.
Connect tickets and working agreements
Use CC to configure which fields, comments and statuses are exchanged. Retain both ticket references and agree priority, ownership and resolution. Share internal notes and attachments only when explicitly agreed and supported.
Record confirmed progress
Return the agreed outcome and route failures for retry or review. A cleared monitoring alert does not automatically close an incident or security investigation. Configure writes back to Autotask only for demonstrably supported actions; otherwise retain a reference to the service ticket.
Check discrepancies
Discovered, recorded and in use: do they still match?
Compare available operational data with agreed CMDB records. DataFlow Composer makes missing, duplicate or inconsistent data actionable. Define the source per field; not everything needs two-way synchronisation.
Service Automation Suite · Central coordination
DataFlow Composer · API Composer
Add a central register and source-of-truth rules. Check differences, request missing data and determine what gets updated.
Agree ownership of serial number, location, user and lifecycle state, where available. Consider measurement time and source quality. A missing device is not the same as a confirmed return.
Correct only what is agreed
DataFlow Composer compares data and prepares the appropriate change. API Composer writes only permitted fields after agreed checks. Conflicting or uncertain matches remain assigned for review.
Connect exceptions to work
Let a relevant discrepancy start a ticket or task in your service workflow, using CC where needed. Retain comparison results, references and outcomes so the next run can be checked and repeat alerts reduced.
How Service Automation Suite connects data and execution
The work between your applications
Work from Autotask. Connect the next steps.
Your team works in Autotask. Connect tickets, progress and relevant data with other teams and applications without repeatedly entering the same information. Service Automation Suite keeps follow-up connected to the original ticket: who needs to act, what has been done and what still needs attention?
A change, request or alert
Service Automation Suite
Data, people, assets and relationships on one foundation.
Compare
What exists? What should exist?
Determine what is needed
Matrix · policy · legal requirements
Coordinate the next steps
Checks · tasks · approvals · actions
Execution ↔ feedback
Your people and tools
For example. Also with other teams, suppliers and applications.
Verify. Inform. Report.
What is complete? Who needs to act? Which exception needs attention?
Start with one integration, register or check. Build on the same data and rules.
Combine into one controlled process
Data → rules → execution
Combine
Request + customer + existing record
Determine & check
Apply rules and determine follow-up
Execute & report back
Involve another service desk · Execute tasks · Return status
Check sources and rules, test changes and track the outcome. Manual tasks get an owner and confirmation.
Build visually. Manage easily.
Reuse building blocks, adapt your process and test the change. Manage it yourself, together with us or let Scope4mation take care of it.
From product to process
How to use the integration
Connect service desks
Exchange agreed tickets, comments and statuses with a customer, supplier or another team.
Work → invoicing
Transfer approved time and items for finance review and processing.
Work & contract
Combine completed service work with agreed customer and contract references.
Connect work across your applications
What would you like to connect Autotask with?
Choose the role in your workflow. Explore applications from the scenarios and further directions to discuss together. We define the data, actions and available interface for each combination.
Start with one use case. Connect customer, employee and asset data, for example, and agree which source is authoritative. Reuse those relationships, a matrix where needed and configured actions in the next workflow. Agree who maintains the data and rules. Expand without repeatedly connecting and maintaining the same information.
Supplier finished. Is the internal work complete?
A supplier closes its ticket while internal verification or user confirmation is still missing.
Combine
Relate both tickets and the affected service. Use external completion to trigger a check, not automatically close the internal ticket.
The outcome determines what follows
Confirmed: complete internally. Rejected: return the reason and request correction. No response: assign follow-up to the agreed group.
The benefit
Fewer prematurely closed tickets and clear ownership of the next action.
Time recorded, but not yet accounted for.
Service work is complete but time entries do not match a known customer, project code or agreed processing route.
Combine
Combine time entries with central customer and project relationships and accounting rules. Request specific missing information.
The outcome determines what follows
Accepted: retain the accounting reference. Rejected: have the owner correct the cause. Resending an entry requires checking whether it was already processed.
The benefit
Less investigation and correction between service and finance without automatically treating errors as billable work.
A different name does not mean a new record.
A person or organisation has a different name in the source than at a customer or supplier. Matching text again can create incorrect or duplicate relationships.
Combine
Retain verified identifiers and source rules in a shared table. Reuse the relationship for requests, tickets and other integrations.
The outcome determines what follows
Known key: use the relationship. Multiple candidates or a missing identifier: request review. Once confirmed, reuse the established relationship.
The benefit
A consistent data foundation managed by your team instead of investigated again for every connection.
Your process needs more than a standard action?
Configure the missing API request, input and output in API Composer. Use its response in the next step and combine it with data tables, forms and automations. Extend the same product and reuse the configured building blocks.
Use Service Automation Suite to update a ticket in TOPdesk, for example, with fields available through its API, such as category, priority, status and support group. For another application, configure its request and field mapping. The outcome determines the next action: confirm, add information or request review, not merely check whether the request arrived.
Need to publish data or let others submit it? Endpoint Composer exposes a configured Service Automation Suite data object with selected methods and security profiles. Other building blocks handle subsequent processing.
From product to workflow
Autotask in your workflow
Pull up a chair. Or join us online.
Over coffee, tea or online: tell us what you are working on.
We can help with the integrations, automation and coordination your process needs, even if your application is not listed yet.
