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Procedure

  1. Log on to the Autotask web console at https://ww2.autotask.net.
  2. Go to the Autotask Logo Menu → ADMIN → Features & Settings.
    The Features & Settings screen appears.
  3. Expand SERVICE DESK (TICKETS), and go to Issue & Sub-Issue Types → Managed Services Alert.
  4. Add the following fields into the ticketing system:
    • Trend Micro Threat Events
    • Trend Micro System Events
    • Trend Micro License Events
  5. Click Save & Close.
  6. Go to the Autotask Logo Menu → ADMIN → Automation.
    The Automation screen appears.
  7. Expand EMAIL NOTIFICATIONS & SURVEYS and click Incoming Email Processing.
    The INCOMING EMAIL PROCESSING screen appears.
  8. Point the cursor over the Add Ticket Email Service (ATES) menu icon (autotask-menu-icon.png) and click Edit.
    The EMAIL PROCESSING MAILBOX - ADD TICKET EMAIL SERVICE (ATES) screen appears.
  9. Click the Ticket tab.
  10. From the Sub-Issue Type drop-down menu, select Trend Micro Threat Events.
  11. Click Save & Close.
  12. Go to the Autotask Logo Menu → ADMIN → Features & Settings.
    The Features & Settings screen appears.
  13. Expand APPLICATION-WIDE (SHARED) FEATURES and go to User-Defined Fields → Accounts → + New.
    The USER-DEFINED FIELDS screen appears.
  14. Type Trend Micro Site ID in the Name field and select the Active check box.
  15. Click Save & Close.