When SmartChoice opens its Rev.io ticket for a site outage, SmartTile opens the matching Autotask ticket for that site — every down device listed — adds the restoration note when it recovers, and carries human notes both ways.
An MSP that lives in Autotask should see a customer outage in Autotask — not in an e-mail someone has to re-type. ServiceAutomate connects each company's own Autotask instance: the moment the SmartChoice Rev.io ticket opens for a down site, an Autotask ticket opens on the Autotask company, queue and priority you picked, listing every device that is down and the Rev.io ticket number SmartChoice is working the carrier on.
| The moment | Today | With SmartTile |
|---|---|---|
| A site goes down | An alert e-mail; someone opens Autotask, creates the ticket, finds the circuit. | A ticket opens by itself on your Autotask company, queue, priority and new status, with every down device and the Rev.io ticket number. |
| Five devices at one site | Five tickets for one outage. | One ticket for the site — the same outage SmartChoice tickets once in Rev.io. |
| It comes back | Someone notices and completes it — or forgets. | [SmartTile] Circuit Restored note with duration, then Complete when the close policy is Close ticket when the circuit restores. |
| Your tech adds a note | SmartChoice never sees it. | Carried to the Rev.io ticket within 5 minutes; SmartChoice's journal comes back the same way. |
| A device you don't want ticketed | Close the ticket every time it drops. | Switch Autotask off for that device on the Devices page; the rest of the site still tickets. |
| Setting | What it does |
|---|---|
| Default company ID | The Autotask company the ticket is opened on (companyID). |
| Queue / priority / status | Your own picklist values, read live from Tickets/entityInformation/fields. |
| Close policy | Close on restore (default) or Leave open — note only. |
| Note type / publish | How SmartTile's notes are filed; blank = type 1, publish 1. |
| Enabled | The company's master switch — pause without losing the setup. |
OUTAGE detected by SmartTile monitoring at Head Office.
SmartChoice/Rev.IO Ticket: #83421
Devices down (2): FG-60F Head Office, Switch-A1
Queue, priority and status: your picklist values · due in 24 h
zoneInformation?user=Find your zone from the API user (cached and stored)./v1.0/Tickets/entityInformation/fieldsYour status, priority and queue picklists./v1.0/TicketsOpen the ticket: company, queue, priority, status, title, description, due date./v1.0/Tickets/{id}Read back the ticket number./v1.0/TicketNotesRestoration and carried notes, with your note type and publish level./v1.0/TicketNotes/queryRead your technicians' notes back (by ticketID)./v1.0/TicketsComplete — never PUT, so no other field is touched.API user, secret and integration code are stored encrypted and come back masked; blank or masked values keep what is stored.
Only admins, resellers and SmartChoice can edit or test the connection, and only for companies they can see.
Every Autotask API call is logged without its headers. Tickets opened and notes carried are rows in the Automation Audit Ledger.
An Autotask failure is caught and logged; it can never delay or break the SmartChoice Rev.io ticket.
| Objection | Answer |
|---|---|
| “We don't want duplicate tickets.” | One Autotask ticket per site outage — the same event SmartChoice tickets once in Rev.io. Any device can be opted out. |
| “We complete our own tickets.” | Choose Leave open — add restoration note only. |
| “Is it Kaseya-ready?” | Yes — Kaseya Autotask, on the same contract as every IT Service Management (ITSM) system SmartTile serves: Kaseya (Autotask, BMS), Freshservice, ServiceNow, Jira Service Management, Rev.io, HaloPSA, ConnectWise PSA, Zendesk, NinjaOne, ManageEngine, Ivanti and Freshdesk. |