Autotask PSA Tool Integration Settings

Applies To: WatchGuard Cloud

Before you connect WatchGuard Cloud with Autotask, you must create an API User in Autotask and generate a pair of API keys to enable WatchGuard Cloud to communicate with the Autotask server. You must assign a security level to the API user that meets the minimum required permissions.

Create a Custom Security Level in Autotask

The default API User security level in Autotask does not have the necessary permissions to integrate with WatchGuard Cloud, so you must create a custom security level.

To create a custom security level in Autotask:

  1. Log in to Autotask PSA with an HR Admin security level user account.

Screen shot of the Autotask user interface

  1. From the main menu, select Admin > Account Settings & Users.
  2. Select the Extensions & Integrations tab.
  3. Expand Other Extensions & Tools.

Screen shot of the Extensions and Integrations tab

  1. Select Integration Center.
  2. Select the API Users tab.

Screen shot of the Integration Center page

  1. Click Security Levels.
    The Security Levels - API Users page opens.
  2. Next to the API User (System) security level, click Screenshot of select security level icon.
    A menu opens.
  3. From the menu, select Copy.
    The Security Level - [Copy of]API User (System) dialog box opens.

Screen shot of the Autotask Security Level Permissions dialog box

  1. In the Name text box, type a unique name for the security level.
  2. Expand Contracts.
    1. From the View drop-down box, select All.
    2. From the Add drop-down box, select Yes.
  3. Expand CRM.
    1. Next to Customer & Cancellation, Vendor & Partners, and Prospects, Leads, & Dead, from the Permission drop-down lists, select All.
  4. Expand Inventory.
    1. Next to Items, from the View, Add, Edit, and Delete drop-down boxes, select All.
    2. In the Feature Access section, select all check boxes.
  5. Expand Other.
    1. In the Webhooks section, select the Can Create Webhooks check box.
    2. In the Maximum Number of Webhooks text box, type 50.
  6. Click Save & Close.

Create a New Autotask API User Account

To create a new API User account in Autotask:

  1. Log in to Autotask PSA with an HR Admin security level user account.

Screen shot of the Autotask user interface

  1. From the main menu, select Admin > Account Settings & Users.

Screen shot of the Autotask Resources/Users page

  1. In the Account Settings & Users tab, expand Resources/Users (HR).
  2. Select Resources/Users.

Screen shot of the Autotask add API user drop-down list

  1. From the New drop-down list, select New API User.
    The Add API User dialog box opens.

Screen shot of the Autotask add API user dialog box

  1. Enter the First Name, Last Name, and Email Address.
  2. From the Security Level drop-down list, select the security level role you created in the last section.
  3. From the Credentials section, click Generate Key.
    Autotask generates a Username (Key).
  4. Click Generate Secret.
    Autotask generates a Password (Secret).
  5. Make a note of the Username (Key) and Password (Secret) values. You must have these values to configure your integration in WatchGuard Cloud to connect to Autotask.
    After you save the new API User, you cannot see the Secret key again.
  6. In the API Tracking Identifier section, from the Integration Vendor drop-down list, select WatchGuard - Asset Registration and Closed-Loop Ticketing.
  7. Click Save & Close.

After you create the API user and save the secret key, in WatchGuard Cloud, go to Administration > Integrations to connect WatchGuard Cloud to your Autotask PSA tool. For more information, go to Connect WatchGuard Cloud to a PSA Tool.

Change the Autotask API User Account

If you must change the Autotask API user that WatchGuard Cloud uses for the PSA integration, review these constraints before you update the credentials.

Caution: Autotask does not allow a different API user to delete the webhook that WatchGuard Cloud created for the PSA integration. Before you change the Autotask API user credentials in WatchGuard Cloud, you must delete the webhook in Autotask with the original API user. If the original API user is locked or Autotask no longer accepts that user, you cannot update the integration. If you cannot recover the original API user, contact WatchGuard Technical Support to delete the webhook configuration in WatchGuard Cloud. After WatchGuard deletes the webhook on the Cloud side, a stale webhook remains in Autotask. Only Autotask Support can remove that stale webhook.

Related Topics

Connect WatchGuard Cloud to a PSA Tool

Configure the Connection Details for a PSA Integration