This guide provides step-by-step instructions for configuring the Autotask ticketing system integration with our platform. By following these instructions, you'll be able to successfully set up and connect your Autotask environment to enable seamless ticket management and synchronization.

Autotask uses basic authentication with a username and password combined with API Integration Code.

Authentication with Autotask Integration Code API Key

1. Prerequisites

You'll need Autotask Admin rights to create API credentials and set up integrations. Please ensure that your API user has the right permissions.

The API user must have permissions for:

• Tickets (Read/Write)
• Contacts/Companies (Read)

2. Generate API Credentials in Autotask

Once you have logged in, navigate to Settings > Account Settings & Users > Resources/Users (HR) and select the Resources/Users option. Open the menu on the New button and select New API User, fill the required fields and generate the credentials - Username (Key) and the Password (Secret). Save the credentials in a secure manner (you’ll need them later when creating the integraiton).

In the API Tracking Identifier section select the Custom (Internal Integration) option. A Tracking Identifier will be generated that one will be your API Integration Code

3. Retrieve Autotask API Configuration Details

To know your API ZONE URL https://webservices.autotask.net/atservicesrest/v1.0/zoneInformation?user=[key]

The reponse will look similar to this:

{
   "zoneName": "PR01",
   "url": "https://webservices2.autotask.net/ATServicesRest/",
   "webUrl": "https://ww2.autotask.net/",
   "ci": 35084
}

You can see the zone in the first part of the URL, in this example is webservices2

Configure the Integration

Create your integration by supplying the following values.

ZonePath The zone rerturned in the response of the step 3

Username The username of the user account created in step 2.

Password The password of the user account created in step 2.

API Integration Code The tracking identifier created in step 2.