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Autotask integration setup guide

This document outlines the required Autotask configuration steps to enable integration with Support Fusion. Complete these steps in your Autotask instance before configuring the connection in Support Fusion.

Prerequisites

  • Autotask administrator access

  • Valid email address for API user account

  • Understanding of Autotask security permissions

Step 1: Create API Integration User

This dedicated API user account will be used by Support Fusion to authenticate with your Autotask instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on tickets) will appear in Autotask audit logs and activity feeds as being performed by this user.

1.1 Navigate to Integration Centre

  1. Log into your Autotask instance as an administrator

  2. Navigate to Admin > Extensions & Integrations > Other Extensions & Tools > Integration Centre

  3. In the Integration Centre, locate Support Fusion in the vendor list

  4. Click the context menu (three dots) next to Support Fusion

  5. Select Create API User

1.2 Configure API User Details

In the Create API User dialogue, fill in the required fields:

  • Email Address: Enter a valid, monitored email address (e.g., [email protected])

  • First Name: Support

  • Last Name: Fusion

  • Security Level: Select API User (system) Can't Read Costs

  • Ensure the Active checkbox is ticked

Click Save to create the API user.

1.3 Generate API Credentials

  1. After creating the API user, Autotask will display the Credentials section

  2. Click Generate Key to create the API credentials

  3. Copy the API credentials - the secret will be displayed only once:

    • API Username (Integration Key): This looks like an email address format but is NOT the email address you entered above

    • API Password (Secret): A randomly generated secure password

  4. Store these credentials securely - you'll need them for Support Fusion configuration

  5. Click Done to complete the process

Important: The API Password (Secret) cannot be retrieved later. If you lose it, you'll need to generate a new secret, which will invalidate the previous credentials.

Step 2: Identify Your Autotask API URL

Your Autotask API URL is based on your Autotask portal region:

  1. Note your current Autotask portal URL (e.g., https://ww2.autotask.net/)

  2. The API URL follows this pattern: Replace ww with webservices and keep the region number

  3. Examples:

  4. Record your API URL - you'll need it for Support Fusion configuration

Step 3: Configure Support Fusion Integration

Once you have completed the Autotask configuration steps above, proceed to configure the integration in Support Fusion:

  1. Navigate to Settings in Support Fusion

  2. Select Autotask from the platform dropdown

  3. Enter your configuration details:

    • API URL: Your Autotask API URL from Step 2 (e.g., https://webservices2.autotask.net/)

    • API Username: The Integration Key generated in Step 1.3

    • API Secret: The API Password generated in Step 1.3

  4. Click Save Configuration

  5. Click Test Connection to verify the integration

Troubleshooting

Common Issues

Authentication Failed

  • Verify the API Username (Integration Key) was copied completely without extra characters

  • Confirm the API Secret was copied completely without extra characters

  • Ensure the API user account is active and not disabled

  • Check that you're using the API Username (Integration Key), not the email address

Invalid API URL

  • Verify you're using webservices not ww in the URL

  • Ensure the region number matches your portal URL

  • Confirm the URL begins with https://

  • Example: https://webservices2.autotask.net/

Lost Credentials

  • If you've lost the API Username or Secret, you must generate a new key

  • Navigate back to Admin > Extensions & Integrations > Integration Centre

  • Find Support Fusion, click the context menu, and select the option to manage/regenerate credentials

  • Note: Regenerating credentials will invalidate the previous set

Resources

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