Solution for Autotask
GenticFlowfor Autotask teams.
Keep Autotask as the system of record while GenticFlow helps technicians move from support request to device investigation, approved action, remote support, and resolution record. Built around Autotask's ticket categories, queues, contracts, and SLA policies, with accurate time entries written back.
Autotask queue: Service DeskAutotask contract: Managed Services - Tier 2Endpoint Configuration Item matchedMapped drive Z: \\fileserver\financeSMB session: disconnected (last successful 14h ago)Other finance users: 11 of 11 connected
The problem
Autotask tracks the work. GenticFlow helps technicians do the support work with context and evidence.
Autotask is the system of record for tickets, contracts, and billable time. The support work itself (finding the device, checking what is happening, running an approved action, updating the user, recording the outcome) still falls on technicians, ticket by ticket.
How GenticFlow investigates
Technicians start with context instead of a blank ticket.
GenticFlow pulls live context from the affected device, correlates against fleet baselines, and produces a root-cause hypothesis with the steps it recommends next.
Pick up the Autotask ticket
REST API polling or webhook trigger picks up new tickets within seconds with queue, priority, contract, and CI context intact.
Resolve to the right endpoint
Match against Autotask Configuration Items or user-to-asset mapping so the investigation runs against the correct machine.
Diagnose the endpoint and peers
Pull live state from the affected endpoint plus a healthy-peer comparison to localize the problem fast.
Run the matched playbook
Autotask ticket category, queue, and per-contract policy drive playbook selection and approval requirements.
Resolve and update Autotask
The approved fix runs, verification confirms recovery, ticket gets a public note and resolution status with the technical detail attached.
Time entry and routing
Automated time entry against the resource, contract, and Configuration Item. Escalations route to the right Autotask resource with a complete resolution record attached.
What gets closed inside Autotask under policy.
High-volume deterministic categories close end-to-end with full Autotask updates and an accurate time entry.
What gets escalated and how it lands in Autotask.
When a technician is required, the Autotask ticket arrives at the right queue with the work already triaged.
FAQ
Common questions.
Specific answers for service desk and operations teams evaluating this workflow.
How does GenticFlow authenticate to Autotask?
API user credentials with scoped permissions against the Autotask REST API. Permissions can be limited to specific queues, ticket categories, and CI write access.
Does it work with Datto RMM alerts that auto-create Autotask tickets?
Yes. Auto-created tickets from Datto RMM are picked up like any other ticket. The original RMM alert context is preserved and used in the investigation.
What about time entries?
Resolved tickets create a time entry against a configured service account or resource, with role and work-type fields populated so contract billing stays clean.
Does it support Autotask multi-company setups?
Yes. Per-company policy, per-company approval rules, and per-contract billing behavior are all configurable. A complete resolution record records which company policy governed each action.
Plug GenticFlow into your Autotask instance.
See it pick up a real Autotask ticket, investigate against the endpoint, run the verified fix, and write the resolution and time entry back into Autotask.
Explore related
Other ways teams use GenticFlow.
Each page walks the live investigation path against a real ticket so you can compare patterns across categories and stacks.