Before you start
You need your staff in Hively and access to manage the Autotask notification template that will carry the rating links.
Hively’s standard Autotask snippet contains [Resource: Name] and [Ticket: ID]. It relies on Autotask replacing them when it sends the message. Check which resource the chosen notification represents; the relevant resource may depend on the event.
1. Match resource names
Open Configuration → Integrations → Autotask in Hively and enter each resource’s name beside the corresponding Hively user.
The existing integration uses the name in First name Last name order, rather than a login name or numeric resource ID. For example, a resource displayed as Taylor, Morgan may need Morgan Taylor. The value actually produced by [Resource: Name] in your received message is the check that matters.
Resolve duplicate names before using the shared template. Select Update, reopen Autotask from the integration list, then copy Get Autotask snippet → Show HTML. Preserve both placeholders.
2. Add it to the notification template
Edit the Autotask notification template used for your chosen customer interaction, placing the snippet in the HTML message body.
Autotask’s service-desk automation guide links to its notification-template and workflow-rule guidance. Keep the original template and confirm the rule’s recipients and timing before saving your change.
Do not assume the resource field is available in every notification type. Use the template’s variable controls to check supported fields and test the actual event rather than relying only on an editor preview.
3. Check the resource and ticket
Send internal test notifications for two mapped resources and inspect every received rating link.
Confirm that the resolved name matches the intended Hively user and the ticket field resolves. Repeat after a resource name or workflow change. If the resource is blank or unexpected, resolve the notification context before rollout. Follow the integration checklist, including the distinction between inspecting a link and submitting a real rating.