Adding LogMeIn Rescue to the Autotask AXN LiveLinks catalog

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The LogMeIn Rescue Post to URL functionality sends data from a LogMeIn Rescue session to a web service that relays the data to the Autotask API. The Autotask API then inserts the data into the ticket in Autotask.

To integrate LogMeIn Rescue into the Autotask AXN LiveLinks Catalog you must do the following:

Install the LogMeIn Rescue LiveLink in the AXN LiveLinks Catalog
Configure LiveLink
Test LiveLink
LogMeIn Rescue API for Autotask

Task One: Install the LogMeIn Rescue LiveLink

Install the LogMeIn Rescue LiveLink to access LogMeIn Rescue features from Autotask.

Log in to your Autotask account as an administrator.
Select Admin > Design Live Links.
In LiveLinks Designer, select Explore the AXN Live Links Catalog.
Search for LogMeIn Rescue in the extension catalog.
Right-click RescuePIN and select Install LiveLink.

What to do next:

To Install LiveLink, the administrator must select Admin Button > Design Live Links Within Design.

Task Two: Configure the LogMeIn Rescue LiveLink

Configure the LogMeIn Rescue PIN generation in Autotask.

In Autotask, go to LiveLink Designer. Select the RescuePIN LiveLink.
Type LogMeIn Rescue (www.LogMeIn.com) for the Livelink Application name.
Change the Base URL to https://secure.logmeinrescue.com/integration/autotask/requestpin.aspx.

Add the following fields to Form Post Parameters:

Parameter Name	Parameter Value
`CField0`	<ACCOUNTNAME>
`email`	<CONTACTE-MAILADDRESS>
`pwd`	<APPLICATION_PASSWORD>
`tracking0`	<TICKETID> <ACCOUNTID> <AUTOTASK_USERNAME>@YourSite.com <AUTOTASK_PASSWORD>
`username`	<APPLICATION_USERNAME>

Go to the LiveLink Designer Applications tab and select LogMeIn Rescue.
Result: The LiveLink Application page for LogMeIn Rescue is displayed.
On the LiveLink Application page for LogMeIn Rescue, select Requires Authentication > User-Level.

Task Three: Add LogMeIn Rescue credentials to an Autotask profile

You must add your LogMeIn Rescue username and password to your Autotask profile.

In Autotask, select Home > My Profile.
Result: The Profile page is displayed.
On the Profile page, select Edit.
Result: The Edit Profile page is displayed.
On the Edit Profile page, click Advanced tab.
Result: The User Profile Advanced Settings page is displayed.
On the User Profile Advanced Settings page, select LogMeIn Rescue and enter your LogMeIn Rescueusername and password in the appropriate fields.

Task Four: Test the LogMeIn Rescue LiveLink

Test the button that generates a PIN code in Autotask after configuration.

Before you begin:

Be sure to add your LogMeIn Rescue credentials to Autotask before completing this task! Task Three: Add LogMeIn Rescue credentials to an Autotask profile

Select a ticket in Autotask.
Click LiveLinks > Rescue PIN.

Results: A generated Rescue PIN code should be similar to the following:

Task Five: Set up a ticket queue in Autotask

To select the location for automatically created LogMeIn Rescue Support session tickets, name your queue "LogMeIn Rescue" or "LogMeIn Rescue". Otherwise, the default ticket queue will be used.

Task Six: Set up the LogMeIn Rescue API for Autotask

Configure the LogMeIn Rescue Administration Center to use the LogMeIn Rescue API for sending post-session details to Autotask.

Log in to your LogMeIn Rescue account and go to the LogMeIn Rescue Administration Center.
Select a Technician Group on the Organization Tree.
On the Settings tab, go to the Exporting session data section.
Enter the following URL to the Post session details to URL when session is ended by technician field: https://secure.logmeinrescue.com/integration/autotask/atinsert.aspx.
Select Post Session Details as HTML Form parameters.
Click Save.

Parent article: Integration of LogMeIn Rescue and Autotask

Next article: LogMeIn Rescue web services

Article last updated: 27 September, 2022

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