AVAILABLE IN BETA

The Autotask connector is available in beta phase! To participate and give us your feedback, send us an email at [email protected].


Important: while we expect the connection to work as expected during the beta phase, we recommend that you do NOT disable email alerts for now, so you still have a backup if anything goes wrong in the ticket creation.



Two security options:

  • Recommended - Generate username/secret on a new API User who has been assigned a dedicated Security Level (restricted permissions) – Start at step 1
  • Generate API username/secret on a new API User which has been assigned a system Security Level (all permissions except costs) – Go directly to step 2

Autotask documentation about API Users:

 

1. Create a custom Security Level

 

  1. In Autotask, go in the Menu > Admin > Account Settings & Users > Resources/Users > Security Levels.
  2. Copy an API User security level, such as "API User (system) Can't Read Costs (API-only)"
  3. Make sure the right permissions are granted, and that the "Active" box is checked.


List of required permissions:


  • CRM > Account & Contact Access (All), on all objects
  • Service Desk > Tickets, at least View, Add and Edit

 


 

2. Add new API User

 

After the new Security Level creation:


  • Go to Menu > Admin > Account settings & users > Resources/Users
  • In + New, click on New API User
     


  • Fill out the required fields in the form. 
    1. The "Active" box must be selected and the “Locked” checkbox unselected
    2. Security Level:
      • Custom security level (see section 1)
      • Or system security level ("Can't Read Costs" is recommended)
    3. Generate Username (Key) and Password (Secret): these data will be asked when setuping the connection with Autotask in Office Protect.
    4. IMPORTANT - Integration Vendor: select "Office Protect - Alert Integration" in the listNote that the Integration Vendor cannot be edited after the API User has been created.
  • Click Save and close. You can now start your integration with Office Protect