Splashtop SOS integration with Datto/Autotask PSA

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Autotask customers can quickly and seamlessly launch Splashtop SOS sessions as they assist customers from the Autotask PSA interface directly.  Connection details will automatically be passed to the ticketing system, as well as file transfer information during the session.

For a limited time, the integration is included in the current SOS services (excludes SOS lite and legacy services).

Setup

  1. Download and install these versions of Splashtop Business app [3.1.7.3 or later] (purple icon)
    1. Windows app
    2. Mac app
  2. Log in to the Splashtop Business app with your account credentials
  3. Configure System Settings in PSA
    Datto_settings.png
    Expand Site Setup > Dropdown "Allow password variable in LiveLinks" this should be set to Form Post Only
    Allow_password.png
  4. Add plug-in into Autotask
    1. Log in at www.autotask.com
    2. Go to ADMIN > Extensions & Integrations > AUTOTASK ADD-ONS > LiveLinks Designer > Explore the AXN LiveLinks Catalog 
      Snag_4700cf0f.png
  5. Search for "Splashtop".  Right click on Splashtop SOS and select "Install LiveLink".
  6. Set the LiveLink as active and publish to the correct resources.
    1. "Activate" and "Save and Publish"
      Save_publish.png
    2. After Save & Publish you need to decide who to publish it to. Select a security level, department or mark individual resources.
      Security_level.png
  7. Click on the "Application" tab, then click on the Splashtop SOS application.  Make sure it is "Active" and set for "User-Level" 
    Screenshot_2017-11-01_18.39.43.png
  8. Then, click on your name at the top right of the page, click on "Single Sign-on", and update Splashtop SOS credentials with your AUTOTASK credentials. 
    Screenshot_2017-11-01_18.40.55.png

 

Usage steps:

  1. In Autotask PSA, open a ticket.
  2. Click on Livelinks->Splashtop SOS 
    1. Livelinks.png
    2. Note: Please allow popups as the Splashtop SOS window opens in a new tab* 
      psasos.png
  3. Tell your end-user to go to sos.splashtop.com / sos.splashtop.eu and run the downloaded program, then give you the 9-digit code**
  4. After clicking on "Connect", you may receive a popup requesting you to allow opening the Splashtop Business app which makes the actual connection. 
    popup.png
  5. When done with the remote access, close the connection and details of the session are automatically uploaded to the ticket, including file transfer information

Screenshot_2020-01-06_17.27.15.png

* Users on the EU stack will need to change the base URL to https://my.splashtop.eu/integration/autotask 
** For more information on the appropriate link to give your users, please refer to this guide

 

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