Autotask Integration Setup

Connecting your Autotask to MSPbots enables our bots to pull in read-only user data and activates message alert and reporting bots, among other MSPbots functionalities. To set up the Autotask connection, you have to generate the API user and API keys, input the API keys into MSPbots, and configure Webhooks.

How to connect Autotask to MSPbots

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1. Create an API User and Getting API Keys from Autotask

1. Log in to Autotask as an admin.
2. Go to > Admin > Account Settings & Users.
   
   
    
3. Click Resources/Users (HR) > Resources/Users.
   
   
    
4. Click > New API User.
   
   
    
5. Fill out the necessary fields under the First General area. 
   1. Set the First Name to MSPbots. 
   2. Set the Last Name to AI. 
   3. Set the Email Address to any email address. 
   4. Set the Security Level to the highest level to prevent sync and view permissions later. 
6. Next, generate the API keys under the Second General area. 
   1. Click the Generate Key button to generate a user key. 

   2. Click the Generate Secret button to generate a secret password. 

      Take note of the key and the secret because these may be inaccessible in the future.

7. Select the vendor from the dropdown in the API Tracking Identifier section. Ensure that Integration Vendor is selected.
8. Go through the list and select MSPbots. 
9. For the Line of Business field, follow these steps to move all available Division > Line of Business pairings from the Associated pane to the Not Associated pane. If all pairings are already in the Not Associated pane, please proceed to the next step.
   1. Select a pairing in the Associated pane.
   2. Click the   button to move the pairing to the Not Associated pane.
   3. Repeat steps i and ii until there are no pairings left in the Associated pane.
      
      
       
10. Check the Resource can view items with no assigned Line of Business option.
    
    
     
11. Click Save & Close.
    
    
     

2. Enter the API keys from Autotask to MSPbots

Now that you have generated the user and API key information, it's time to sync and share data. 

1. Navigate to MSPbots app and click Integrations. 
2. Scroll down to Autotask and click on Config. 
   
   
    
3. Fill out the following in the Information section: 
   • For API User Name, enter the username (key) from Autotask.
   • For API User Password, enter the password (secret) key from Autotask.
4. Once both are entered, click Save and Sync. If set correctly, you'll get a message stating the synchronization was successful.  
   • If the input information is incorrect, you will be prompted with the following message: "500 INTERNAL_SERVER_ERROR - Internal Server Error at auto task remote server" When this happens, re-enter the correct username (key) or password (secret).
   • If you encounter a data sync error with the message "The logged in Resource does not have adequate permissions to query this entity type," this means that the user does not have enough permissions. To resolve this, refer to the article "AutoTask Integration Error | The logged in resource does not have the adequate permissions to query this entity type."

3. Configuring and registering Webhooks

Webhooks can make your Autotask data synchronization faster and more real-time. Follow the steps below to create an API user security level with webhooks permission in Autotask and register the webhooks.

Configuring Webhooks in Autotask

To utilize webhooks, you must create an API only security level and enable the setting.

1. Log in to Autotask as an admin.
2. Go to Admin > Account Settings & Users > Resources/Users (HR) > Security Levels.
   
   
    
3. Hover over the   of the API User (system) (API-only) security level, or any other one with a license type of API User, and select Copy.
   
   
    
4. Hover over the   next to the security level you copied and select Edit.
   
   
    
5. Expand the Other section.
   
   
    
6. Select the Can create WebHooks check box and enter the maximum number of webhooks users with this security level will be allowed to create, such as 50. 
   For more detailed official information, refer to the Requirements and configuration steps section in Webhooks.
   
   
    
7. Click Save.

Registering Webhooks

Register Webhooks in MSPbots to activate the webhooks interface.

1. Go to Integrations in MSPbots and locate the Autotask integration.
2. Click > WebHook. 
   
   
    
3. Click the Register icon to complete the registration.
   • If you need to register all the webhooks in the WebHook API List, click   in the upper-right corner.
   • If you only need to register one or a few specific webhooks, click   next to the webhook.
   • The WebHooks include:
     • Company
     • Contact
     • ConfigurationItem
     • Ticket
     • TicketNote 
       
       
        
4. Refresh the page, and the status of the webhooks will be Succeeded.
   
   
    

4. Autotask API Rate Limit

Refer to Autotask API Rate Limit to know more about the rate limit details for the Autotask API.

Known issues

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1. Failed to validate

When you connect to the Autotask integration, the following error messages appear:

• Failed to validate. This may be due to incorrect settings or no response from the validation API. Please check your settings and try again.
• The authorization has expired, please reauthorize.
  
  
   

Solutions

1. Log in to Autotask as an admin.
2. Click Admin > Resources/Users (HR) > Resources/Users.
   
   
    
3. Locate the API user name that connects to MSPbots and click   >  .
   
   
    
4. Remember your Security Level. For example, [Copy of]API User (system).
   
   
    
5. Click Admin > Resources/Users (HR) > Security Levels.
   
   
    
6. Locate the Security Level obtained in Step 1.4 and click   >  .
   
   
    
7. Click Other.
   
   
    
8. Select the Can access Co-Worker profile information checkbox.
   
   
    
9. Click Save.
   
   
    

2. Received an automatically sent email regarding Autotask data sync issues

When you receive the following sample email, please don't worry or take any action. This email is automatically sent by Autotask when there is an issue with your Autotask webhook.

We have implemented monitoring for the Autotask webhook, checking its status every three minutes. If any issues arise, MSPbots will automatically reactivate any problematic webhooks to ensure they are functioning properly.

Email Content:

The following Autotask callout has failed to trigger the last 5 times it attempted delivery:
Callout: ConfigurationItem
For: Focus
Created By: MSPbots AI (9/16/2024 8:14:01 PM)

If this callout fails for 25 consecutive attempts, it will be disabled.

This message was auto-generated. Please do not reply.

 

3. The value of the Unit Cost field is 0

The value of the Unit Cost field in the Autotask Billing Items dataset of the BILLING-ITEMS-SYNC API is 0.


 

This may be because you haven't set the security level Can view internal cost data (excludes New/Edit Resource page) for MSPbots in Autotask.

Follow the steps below to solve the issue:

1. Log in to Autotask as an admin.
2. Click Admin > Resources/Users (HR) > Resources/Users.
   
   
    
3. Locate the API user name that connects to MSPbots and click   >  .
   
   
    
4. Remember your Security Level. For example, [Copy of]API User (system).
   
   
    
5. Click Admin > Resources/Users (HR) > Security Levels.
   
   
    
6. Locate the Security Level obtained in Step 3.4 and click   >  .
   
   
    
7. Click Other.
   
   
    
8. Select the Can view internal cost data (excludes New/Edit Resource page) checkbox.
   
   
    
9. Click Save.