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 () 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.