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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.

Fireware Version CompatibilityAutotask Integration is supported in Fireware v12.0.1 and higher.

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.

This topic includes integration instructions to help you configure your Firebox to work with Autotask. 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.

In Autotask, you can create custom Priority levels, Queues, and Product categories that appear in the Autotask configuration settings on your Firebox. For instructions, see the Edit Ticket Priorities, Edit Queues, and Edit Products sections in this topic.

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.

See Device Configuration Details in Autotask

After you enable Autotask integration on your Firebox, information from the Firebox, such as the serial number and expiration date, is automatically synchronized and appears in Autotask.

Edit Configuration Items and Monitors

You can view the Configuration Items and Monitors for an account in Autotask.

View Ticket Management

The thresholds you specify automatically trigger the creation and closure of tickets. This prevents ticket flooding and false alarms, and enables tickets to be automatically closed 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.

Edit Ticket Priorities

These default Ticket Priorities appear in Autotask and on your Firebox:

  • Critical
  • High
  • Medium
  • Low

You can change the Ticket Priority name, deactivate a Ticket Priority, or create a new Ticket Priority. After you make changes to Ticket Priorities in Autotask, the Autotask configuration on your Firebox shows the changes.

Edit Queues

Several default Service Desk Queues appear in Autotask and on your Firebox.

You can make these changes to Queues:

  • Edit the Queue name
  • Deactivate or delete a Queue
  • Create a new Queue
  • Edit who receives notifications about the Queue

After you make changes to Service Desk Queues in Autotask, the Autotask configuration on your Firebox shows the changes.

Edit Products

Default Product Categories appear in Autotask and on your Firebox. You can change Product Categories or create new ones. After you make changes to Service Desk Queues in Autotask, the Autotask configuration on your Firebox shows the changes.

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