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Autotask integration setup guide

Covers the Autotask configuration you need to complete before setting up the integration in Support Fusion.

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 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.

  1. Sign in as an administrator and navigate to Admin > Extensions & Integrations > Other Extensions & Tools > Integration Centre.

  2. Find Support Fusion in the vendor list, open its context menu (the three dots), and select Create API User.

  3. In the dialogue, enter a monitored Email Address, First Name Support, Last Name Fusion, set Security Level to API User (system) Can't Read Costs, and tick Active. Save.

  4. 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.

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