Autotask integration setup guide | Support Fusion Help Center

This guide covers the Autotask configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

Administrator access to your Autotask instance.
A valid, monitored email address for the API user.
Familiarity with Autotask security levels.

Step 0: Create a custom Security Level (optional)

If you want a more granular, least-privilege permission set for the integration, follow this step to set up a custom Security Level. If you're happy with the default API user security level, skip to step 1.

Sign in as an administrator and navigate to Admin > Account Settings & Users > Resources/Users (HR) > Security Levels.
Open the context menu for API User (system) Can't Read Costs (API-only) and click Copy.
Under Contracts, click No Permission, then for the Contracts object, change the View permission to Accounts.
Under CRM, click No Permission, then for both the Customer & Cancellation and Vendor & Partners objects, change the permission to All.
Under Inventory, click No Permission.
Under Workforce Management, click No Permission.
Under Projects, click No Permission.
Under Service Desk, set the Delete permission to None for all objects.
Under Documents & Knowledge Base, click No Permission.
Under Reports, select CRM, Service Desk, and Time & Expenses only.
Under Admin, click No Permission.
Under Other, click No Permission, then select all options under Resource Visibility and the following under Miscellaneous: Can access Co-Worker profile information and Not required to change password.
Under Web Services API, ensure Can login to Web Services API is ticked.

Step 1: Create an API user and generate credentials

Create a dedicated API user that Support Fusion authenticates as, so all integration activity is attributable to one auditable account.

Sign in as an administrator and navigate to Admin > Extensions & Integrations > Other Extensions & Tools > Integration Centre.
Find Support Fusion in the vendor list, open its context menu (the three dots), and select Create API User.
In the dialogue, enter a monitored Email Address, First Name, Last Name, set Security Level to API User (system) Can't Read Costs or your own custom security level from Step 0, and tick Active. Save.
In the credentials section, select Generate Key, then copy the API Username (the integration key) and API Password (the secret) and store them securely. Select Done.

You now have an API username and secret for Support Fusion.

Note: The API username is an integration key in an email-like format. It isn't the email address you entered for the user, and the two aren't interchangeable.

Important: The API password is shown only once and can't be retrieved later. If you lose it, generate a new key, which invalidates the previous credentials.

Step 2: Find your API URL

Autotask serves the API from a region-specific host that matches your portal, so Support Fusion needs the right one. Take your portal URL and replace ww with webservices, keeping the region number. For example, a portal at https://ww2.autotask.net/ uses the API URL https://webservices2.autotask.net/.

Next steps

With Autotask configured, set up the integration in Support Fusion from Settings: choose Autotask, then enter the API URL, the API username (integration key), and the API secret. Save the configuration and test the connection. For the per-relationship settings, see Autotask integration.

Troubleshooting

Authentication failed. Check that both the API username and secret were copied in full with no extra characters, that the user is active, and that you're using the API username (integration key) rather than the email address.

Invalid API URL. Confirm the URL uses webservices rather than ww, that the region number matches your portal, and that it begins with https://.

Lost credentials. If the username or secret is lost, return to the Integration Centre, find Support Fusion, and regenerate the credentials. Regenerating invalidates the previous set.