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Integrating with Autotask - Connect IT Community | Kaseya
<main> <article class="userContent"> <div>As Autotask PSA is sunsetting their Soap API 1.5 version on December 31, 2021, please ensure your IT Glue integration is authenticated with an <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fwww.autotask.net%2Fhelp%2Fdeveloperhelp%2FContent%2FAPIs%2FGeneral%2FDefine_API_User.htm"> API User License</a> <strong>by December 14, 2021</strong> to avoid any disruption in your sync. If you are <strong>not</strong> authenticated with an API user <strong>by December 14, 2021,</strong> your integration with Autotask PSA will no longer be synced. You will need to authenticate with an API User to resume sync. </div> <p>Use this article as a guide when you integrate with Autotask PSA.</p> <p>At any time, you can come back to the <strong>Active Integrations</strong> screen (<strong>Account > Integrations</strong>) to make changes to the integration.</p> <p>The field mappings are set up automatically when you follow the instructions below. For more information, take a look at <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004940338" rel="noopener nofollow">Autotask field mappings</a>.</p> <p>Prerequisites</p> <ul><li>You must have Manager or Administrator access to IT Glue.</li> <li>You need your Autotask API credentials. We recommend that you <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004936297">create a new resource (Autotask user account) for the integration</a>, so that it is separate from other user accounts.</li> </ul><p>Instructions</p> <ol><li>Navigate to <strong>Account > Integrations</strong> and create a new integration by using the <strong>Autotask</strong> option.<br><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/Y81537TFWEAK/screen-shot-2016-11-23-at-3-30-09-pm.png" alt="" class="embedImage-img importedEmbed-img"></img></li> <li>Enter your API credentials and then click <strong>Connect</strong>.<br><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/44U466UA7D6Q/screen-shot-2016-11-23-at-3-29-53-pm.png" alt="" width="474" height="323" class="embedImage-img importedEmbed-img"></img></li> <li>In the <strong>Sync Settings</strong> tab, tell us how much of your data to sync. By default, recommended options are listed first. As a best practice, we recommend you only select the account types, classifications, configuration item types and ticket queues you actively manage. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/DR2KQN735P1N/autotask-it-glue.png" alt="Autotask___IT_Glue.png" class="embedImage-img importedEmbed-img"></img></p> </li> <li>In the <strong>Two-Way Sync Settings</strong> tab, review the <strong>Enable two-way sync</strong> setting. Uncheck this function if desired. For partners with Network Glue and Active Directory enabled, configure your contact attributes so that new contacts created from Active Directory are automatically pushed to your PSA (learn more <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360010844577" rel="noopener nofollow">here</a>). <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/4BNZMMPR8GLL/autotask-it-glue.png" alt="Autotask___IT_Glue.png" class="embedImage-img importedEmbed-img"></img></p> <div> <p><strong>Note 1a</strong>: If you had existing Organizations, Configurations, Contacts, or Locations populated in Autotask that also exist in IT Glue, you must edit and save each asset individually to trigger the <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004934157" rel="noopener nofollow">two-way sync</a>. Enabling the two-way sync alone will not automatically push these assets.</p> <p><strong>Note 1b</strong>: If you are switching to Autotask or adopting it for the first time, you can complete a one-time push to have all your IT Glue data synced at once. As IT Glue is your single source of truth, this push allows you to quickly sync all your well-documented assets in one go rather than having to manually edit, save, and push each one before completing a sync. Refer to our <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360007508538-Pushing-All-Syncable-Assets-to-PSA" rel="noopener nofollow">Pushing all syncable assets to PSA</a> KB article for more details.</p> <p><strong>Note 2:</strong> In the <strong>Default Account Manager </strong>field, select a non-API user such as an Administrator. Autotask does not allow API-only users to be the owner of organizations.</p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/GPPQZ77YMYB7/autotask-it-glue-2.png" alt="Autotask___IT_Glue-2.png" class="embedImage-img importedEmbed-img"></img></p> </div> </li> <li>Click <strong>Save</strong>. The sync will be automatically queued.</li> <li>You can use the manual sync option to prioritize the sync to start sooner. To start a manual sync, navigate to <strong>Account > Integrations</strong>, click <strong>Actions</strong> and <strong>Start Manual Sync</strong>.</li> <li>From the <strong>Active Integrations</strong> screen, you can see the overall sync status. When the sync is complete, the status column changes from <strong>Syncing...</strong> to <strong>OK</strong>.</li> </ol><p>Note that when you initially set up the integration, you will be shown a list of all licensed user accounts in your PSA on the next screen, so that you can mass invite them to your IT Glue account. We automatically select all PSA users to be invited.</p> <p>If you don’t yet want to send invitations to everyone, be sure to individually uncheck the boxes next to anyone you plan to invite later or not at all. Next, click the <strong>Invite Users</strong> button to <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004938478-Adding-and-removing-users" rel="noopener nofollow">invite them to join</a>. If you don’t want to invite anyone, you can also skip this step entirely by clicking the <strong>Skip</strong> link.</p> <h3 data-id="enabling-locations-for-an-existing-autotask-psa-integration">Enabling Locations for an existing Autotask PSA integration</h3> <ol><li>Navigate to <strong>Account > Integrations > Autotask > Sync Settings</strong>. In the <strong>Actions</strong> drop-down, select <strong>Sync Settings</strong>. <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/B0QMAGVQBW1H/integrations-it-glue.png" alt="Integrations___IT_Glue.png" class="embedImage-img importedEmbed-img"></img></p> </li> <li>In the <strong>Sync Settings</strong> tab, scroll down to the <strong>Locations</strong> section (under the <strong>Contacts</strong> section) and select the “Enable Locations sync” checkbox.<br><div> <strong>Important. </strong>Any existing location data that already exists in your IT Glue Configurations will be overwritten by Autotask's configuration location data.</div> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/32VUL786YH2J/autotask-it-glue.png" alt="Autotask___IT_Glue.png" width="347" height="203" class="embedImage-img importedEmbed-img"></img></p> </li> <li>Click <strong>Save</strong> to apply your new changes. Now, Autotask Locations will be pulled into IT Glue after the next sync and can be managed like all other assets. </li> </ol><p>You can refer to our <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004940338-Autotask-field-mappings" rel="noopener nofollow">Autotask field mapping</a> and <a href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004940398-Autotask-common-questions" rel="noopener nofollow">Autotask common questions</a> KB articles for more details regarding Locations.</p> <p>Troubleshooting</p> <p>Autotask items that have a blank Configuration Item Type will only be pulled in to IT Glue if the <strong>Sync Configuration Items without Configuration Item Types</strong> option is checked. These items will display a generic "Autotask Default" configuration type. For help, see our <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004940238">Fixing "Autotask Default" configuration items</a> KB article.</p> <p> Related articles</p> <ul><li><a rel="nofollow" href="/home/leaving?allowTrusted=1&target=https%3A%2F%2Fkaseya.vanillacommunities.com%2Fkb%2Farticles%2Faliases%2Fitglue%2Fhc%2Fen-us%2Farticles%2F360004934157">Enabling two-way sync</a></li> </ul> </article> </main>