Autotask

Before you start

• An Autotask API user’s username and secret, and an API integration code. The connection form notes that your API username identifies your tenant’s zone, so no separate tenant ID is needed.
• Your zone’s addresses: the REST API URL, for example https://webservices1.autotask.net/ATServicesRest/V1.0, and the web portal URL, for example https://ww1.autotask.net.
• The API user needs access to the records listed in What ZenTop Triage reads and writes.

Connect Autotask

Open Setup → Configuration → Integrations, then select Autotask under PSA. The general steps are in Integrations.

Field	What to enter
API Username	The connection username.
API Secret	The corresponding secret.
API Integration Code (required)	The required integration code, including when replacing the connection credentials.
REST API URL	The connection address for your Autotask zone.
Portal URL	The Autotask web portal address used for linked records.

Test Connection uses the username, secret, and integration code, and shows the zone it found. It doesn’t use the URLs, but ZenTop Triage uses the saved REST API URL afterwards, so make sure it is your zone’s address.

Automatic triage is turned on per queue in Queues & Routing. Saving a queue with intake on registers one Autotask ticket webhook for your account, and ZenTop Triage filters its events by queue and status. A check every 5 minutes picks up tickets that move into an intake queue later.

What ZenTop Triage reads and writes

ZenTop Triage reads:

• tickets, their notes, and time entries
• queues, statuses, priorities, and the ticket type, issue type, and sub-issue type tree
• resources (employees and contractors), their skills, and working hours from their internal location
• companies (of your selected company types), contacts, and account teams
• configuration items and contracts
• appointments, service calls, time-off requests, holiday sets, and holidays

ZenTop Triage writes:

• new tickets, from Triage and from alert sources, filling required fields with your defaults and a due date 24 hours ahead
• ticket fields: queue, status, ticket type, issue type, sub-issue type, and assigned resource, plus the title when summary rewriting is on
• priority, from your Priority Matrix
• internal notes
• a service call linked to the ticket, with the resource, for each assignment and escalation
• the configuration item and contract on a ticket, when those settings are on
• the ticket webhook used for intake

Autotask terms in ZenTop Triage

In ZenTop Triage	In Autotask
Service scope	Queue (Queues & Routing)
Classification	Ticket type, issue type, and sub-issue type
Client company types	Company types (default: Customer)
Client team	The company’s account team, excluding co-managed members
Holidays	The holiday set on a technician’s internal location
Agreement attachment	Contracts
PSA Members	Resources

Feature availability

With Autotask, bundle and merge aren’t available, because the Autotask REST API has no merge operation. The intake ticket-type filter and search inside the PSA aren’t available either. Priority comes from the Priority Matrix you edit in PSA Catalog. Holiday sets always block scheduling, even if you also enter holidays manually. See Compare PSAs.

Troubleshooting

Message or symptom	What to check
“Autotask rejected the supplied credentials”	Check the API username, secret, and integration code.
“Autotask connection timed out” or “Autotask connection validation failed”	Try again. If it persists, check that the API user is active.
“Failed to save configuration”	The REST API URL must be an https autotask.net address ending in /ATServicesRest/V1.0, and the Portal URL your web portal address.
“Triage leaves the Autotask priority unchanged until this matrix is saved.”	Save the Priority Matrix in PSA Catalog, then run Sync Now.
“… saved, but intake callback registration failed”	ZenTop Triage couldn’t register the Autotask webhook, so intake (including the 5-minute check) is off for that queue. Save the queue again.