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AutoTask

Niamh Ferns Updated by Niamh Ferns

Setting Up Autotask Integration

Integrating with Autotask will allow you to use Autotask as your primary PSA while still making use of DeskDirector for your daily work interacting with tickets, responding to end users, managing contact/companies, and receiving support requests from users through DeskDirectors extensive Service Catalogue features.

To integrate with Autotask, you will need to create an API resource and add it to your admin console under System > PSA Integration. You will need to enter your API resource's username and password to integrate Autotask into DeskDirector.

Creating an Integrator API Resource in Autotask

Previous Integration through Non-API Resources Credentials:

Integration with Autotask used to rely on active resources' credentials to be able to access Autotask's integration API. There was a side issue when using an active resource as a source for integration.

When active resource changed their password: while DeskDirector server still uses old credentials, this caused Autotask to block active resource's access because of failed API request attempts.

The permission of active resources has a direct affect on the integrator. This caused trouble where customers often had to create paid active resources specifically for the integrator, or have to use an active resource that has admin privileges.

To address this Autotask has now introduced an API user security level for resources. Autotask has also introduced their new API 1.6 as of 2018, which means API User security level is now required to access API v1.6. It is essential for existing and new DeskDirector customers to create an integrator resource that has API user security level.

Autotask customers can easily create an API user with no additional cost. In this section, we will lead you through creating an integrator resource.

Configuring Security Level

Autotask recommends having individual security levels for each integration. Here is how to create a new security level for a DeskDirector API resource.

  1. Under Admin > Features & Settings
  2. Expand Resource/Users
  3. Right click on API User (system) (API-only) security level and select Copy Security Level
  4. Enter DeskDirector API User as the name
  5. Expand WEB SERVICES API at bottom and select as follows:
  6. Save & Close
Configuring your API Resource
  1. Head to Admin > Extensions & Integrations
  2. Expand Other extensions & Tools and select Integration Center
  3. Find DeskDirector - DeskDirector Portal in the integration vendor list
  4. You can either Add API user or Edit API user
  5. Select the DeskDirector API User security level
  6. Provide First name, Last Name, Username. and also click generate secret
  7. You can also edit DeskDirector integrator to provide default field value
  8. Now, head to the DeskDirector Admin portal and add or update API resource's credentials under System > PSA Integration. Your username and password will be your key and secret respectively.

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