Autotask Inbound Integration Guide

Datto’s Autotask Professional Services Automation (PSA) is a powerful and intuitive cloud-based PSA platform. This article will provide a walkthrough of an inbound integration between AlertOps’ alert management platform and Autotask to receive alerts based on tickets created in the Autotask platform.

AlertOps Inbound Integration Configuration

1. From the main menu, click on Configuration and select Integrations from the submenu.
2. In the Inbound Integration section, select API from the integration type dropdown menu.
3. Click the +ADD API button.
4. You will be redirected to a list of API integration templates. Select Custom from the list.
5. To set up the integration, enter a name and select an Escalation Policy to guide escalations coming from this Integration, as well as recipient group(s) or recipient user(s).
6. Click the Submit button to save.  
7. Copy the integration webhook URL for use in the next steps.

Autotask Configuration

Update Security Roles

The first step we need to take is to add a security level that allows the creation of webhooks.

1. In Autotask, click the ≡ Menu and select Admin > Account Settings & Users 
2. Click Security Levels.
3. Click ≡ next to API User (system) (API-only) security level and select Copy.
4. In the security details, expand the Other section.
5. Select the Can create WebHooks check box and enter the maximum number of webhooks users with this security level will be allowed to create.
6. Scroll down to Web Services API and click Full Permission to add all API permissions to this role.
7. Click Save and Close. 

Create API User

Conversations between Autotask's API and integrated software require authentication. To facilitate this communication, you'll need to set up a dedicated Autotask user account with an API User security level. Regular Resource accounts, even if they have admin security levels, are not sufficient.

1. In Autotask, click the ≡ Menu and select Admin > Account Settings & Users 
2. Click Resources/Users
3. Click the down arrow next to the New button and select New API User.
4. Complete all General fields marked as required.  For the dedicated API security level, select the [Copy of] API User (system) we just created. 
5. Generate and safely store the Username and Secret for this user. 
6. Select your Integration Vendor from the dropdown.
7. Click Save and Close to create the user.

Once completed, we will use your API User credentials to create a webhook.  

Contact Support@AlertOps.com to complete your webhook configuration.