IT Glue

Before you start

An IT Glue API key. The connection form says it is found in IT Glue under Account > Settings > API Keys.
ZenTop Triage only reads from IT Glue and never needs password values, so leave the key’s Password Access off.
Your IT Glue region: US, EU, or AU.
Your PSA connected first, so IT Glue organizations can be matched to PSA companies.

Connect IT Glue

Open Setup → Configuration → Integrations, then select IT Glue under Documentation.
Choose your Region and enter the API Key.
Select Test Connection. A successful test is required before you can save.
Select Save Documentation Connection.

One documentation provider is active at a time. If Hudu is connected, the page says so, and saving switches ZenTop Triage to IT Glue. To replace a stored key later, select Update Existing API Key.

Once IT Glue is connected, the same page shows the asset types, sync, and company mapping settings described in Documentation KB.

What ZenTop Triage syncs

ZenTop Triage reads from IT Glue and indexes content for search. It never writes anything back to IT Glue.

Content	What is indexed
Documents	Every document of each mapped organization, shown as KB Article in results.
Flexible assets	Assets of the flexible asset types you turn on. Each type is off until you enable it. Password fields are excluded.
Configurations	The configurations of each mapped organization, shown as Config Item in results. They are always included and have no toggle.
Organizations	Used only to match content to PSA companies. They are not indexed themselves.

Archived, restricted, draft, and inactive records are skipped, and so is anything from an organization that isn’t mapped.

All IT Glue content belongs to an organization. It appears in Dashboard search and in the triage knowledge panel only when a client is selected or the ticket has a customer.

How often. A sync runs automatically every day at 02:00 UTC and picks up what changed since the last successful sync. Start Sync runs the same incremental sync on demand; the first sync reads everything. Turning a flexible asset type on adds its assets at the next sync, and turning it off removes them at the next sync. Toggling a type does not start a sync by itself.

Map companies

Content is indexed only when its IT Glue organization maps to a PSA company. The IT Glue Company Mappings table shows each organization’s match, using this order:

Manual: a PSA company you chose for the organization.
IT Glue PSA sync: the link from IT Glue’s own PSA integration. This is used with ConnectWise and Autotask. The links are looked up during syncs, so this badge appears after a sync has run.
Name match: an exact match of the organization name to a PSA company name or identifier, ignoring case and extra spaces. A name shared by more than one PSA company does not match.
Unmapped: no match; the organization’s content is skipped.

With HaloPSA, IT Glue’s PSA sync links are not used, so map organizations manually or rely on name matches.

Mapping changes take effect at the next sync. When an organization is remapped or unmapped, its old content is removed and, if it has a new mapping, indexed again under the new company.

Troubleshooting

Message or symptom	What to check
“Invalid credentials” when testing	The API key is wrong or has been revoked. Enter a new key with Update Existing API Key.
IT Glue returned a status code, or the network request failed	IT Glue was unreachable or rejected the request. Check the region and try again. Rate-limited tests can take a minute because they are retried.
Could not load documentation asset types	The connection no longer works. Test the connection again.
No IT Glue results in Dashboard search	Select a client. IT Glue content always belongs to an organization.
High skipped counts after a sync	Records from unmapped organizations and inactive records are skipped. Review the company mappings.
No flexible assets indexed	No flexible asset type is turned on.
IT Glue PSA sync badges missing	They appear only after a sync has run with ConnectWise or Autotask.