Datto Autotask PSA integration

This Integration supports multiple instances

Check out the instructions to set up multiple instances here.

What does the Datto Autotask integration do?

Our Datto Autotask integration enables seamless synchronization of ticketing, client data, and service management workflows between Autotask and Rewst. It allows MSPs to automate repetitive tasks like ticket creation, status updates, and client information syncing, reducing manual effort and improving operational efficiency.

Why use the Datto Autotask integration?

Automate ticket creation

A critical server outage alert is triggered in your RMM tool. Rewst detects the alert, and creates a high-priority ticket in Autotask with details like impacted client, server ID, and error logs. It assigns the ticket to the infrastructure Team based on the ticket category, and triggers a Slack or Teams alert to the assigned team with a direct link to the Autotask ticket

Contract renewal automation

A client’s managed services contract is nearing expiration in Autotask. Rewst identifies expiring contracts and triggers a renewal workflow. It generates a quote in Autotask, emails it to the client, schedules a follow-up task for the account manager, and updates the contract status to Renewal Pending in Autotask.

Client onboarding and offboarding

A new client signs up for managed services. Rewst creates the client’s Autotask account, assigns contracts, and configures service templates. It provisions user accounts in Microsoft 365 or Google Workspace via integrated workflows, then triggers an onboarding checklist for the service team in Autotask.

Asset and configuration management

A new firewall is deployed, Rewst creates a configuration item (CI) in Autotask with details like serial number, warranty date, and network role, then links the CI to the client’s Autotask profile and updates your documentation platform (eg. IT Glue documentation), and schedules warranty renewal reminders in Autotask.

Set up the Datto Autotask integration

Set up steps in Datto Autotask

1. Log into Autotask PSA as an Administrator

2. Navigate to Admin > Account Settings & Users.

3. Click to expand the Resources/Users (HR) accordion menu.

4. Scroll down the page to the Security menu. Click Security Levels. Here there should be an API user with the security level of system. It has the appropriate administrator privileges to allow for the full functionality of the automations. Datto’s own documentation about this system security level can be found here.

5. Hover over to the right of the API user. Click Copy in the dialog that appears. This will open a new tab in your browser.
6. Enter a descriptive name which includes Rewst in the text in the Name field.

7. Scroll down and expand the Other accordion menu. Ensure that the can create webhooks box is checked on, and the maximum number of webhooks is set to 50.

   
8. Click Save.

9. Navigate to Commonly Used > Resources (Users). Click ⌄ to expand the +New drop down selector.

10. Click New API User. This will open a new browser tab.
11. Enter the following information into the relevant fields in the General menu:

    1. First Name

    2. Last Name

    3. Email Address

    4. Security Level: use the level you created or cloned in step 3

    5. Primary Internal Location
12. Scroll down to the Credentials submenu. Click Generate Key. Click Generate Secret. Copy both keys into a secure location. You’ll need this information for continued setup steps in Rewst.
13. Select Integration Vendor under the API Tracking Identifier submenu. Select Rewst - Automation from the Integration Vendor drop down selector.
14. Note your API Username with the format [e-mail], and API URL: for example, https://ww2.autotask.net... .

15. Click Save & Close.

Before saving and closing the API user page, copy the Secret Key and Username . The secret key won't be displayed again, once saved.

Set up steps in Rewst

1. Navigate to Configuration > Integrations in the left side menu of your Rewst platform.

2. Search for Datto Autotask in the integrations page.

3. Click on the integration tile to launch the configuration setup page.
4. Name the configuration with a definitive name such as Rewst Autotask integration.

5. Enter the API credentials copied from Datto into the relevant fields:

   1. Platform: https://ww2.autotask.net

      1. Choose your zone of residence from the drop-down selector.

      2. This can also be referenced in your Autotask URL.

   2. API Username: [e-mail]

   3. API User Password: [Paste Secret Key]

6. Click Save.

7. Rewst will do a quick validation of your input. A new submenu will appear in your configuration page for Organization Mapping.

   1. Suggest Values: This option will attempt to generate mappings between Rewst organizations and child organizations in this integration.

   2. Refresh Options: This will re-read the potential mapping options - both organizations and companies in Datto.

   3. Save Mappings This will apply mapping configuration changes.

   
8. Note the company Filter section at the bottom of the configuration page. Click to create a new company filter. This will display a new submenu of options.

   1. Filter: Choose what you would like filtered from the drop-down selector.

   2. Operation: Choose which operation you would like to use.

   3. Value: This must be an integer. The below guide is an example for how this may be used.

Accepted company type values

Ensure you enter the number for the company type you would like to filter on.

1 = Customer
2 = Lead
3 = Prospect
4 = Dead
6 = Cancelation
7 = Vendor
8 = Partner

If there are too many customers in the query, you may experience long loading times when refreshing options. If this is the case, you can make use of the page filters to make the list of customers smaller.

Test the integration

1. Navigate to Automation > Workflows in Rewst.

2. Create a new workflow and name it with something short and descriptive, such as Test Autotask Integration.

3. Drag and drop the action List Agents from the left actions menu to the workflow builder canvas.
4. Click to add a trigger to your workflow.
5. Name your trigger whatever you’d like.

6. Click into the trigger’s settings.

7. Toggle Enabled to on.
8. Set the Trigger Type to Core - Always Pass.

9. Click + next to Integration Overrides. Add Datto Autotask PSA as your integration override.
10. In the Activate Trigger To Run For section, keep Selected Organization toggled on. Toggle All current and future managed organizations on, choose just one, or individually select organizations from the Organizations drop-down selector.
11. Click Submit to save your trigger.

12. Click Publish to save your changes.

13. Click Test to run your workflow. Note that this will bring up a drop-down selector to choosing organizations.

14. Select your MSP level.

15. Click Test and confirm that the execution finishes without errors.
16. If the test for your MSP is successful, do the same test again. At this point in your steps, select a client organization instead, and ensure that it finishes with no errors.

Crates related to the Datto Autotask integration

OpenAI Ticket Categorization

Bulk Create Client from PSA

OpenAI Ticket Sentiment Analysis

Add Rewst Form Link to New User Request Tickets

Add Rewst Form Link to Offboarding Request Tickets

Assign Asset/ Config to Ticket Based on Contact

Use OpenAI to Suggest Responses to New Tickets

Browse Rewst Form Triggers within a Form and Attach to a Ticket

Webhook setup for triggers

By default, the Datto Autotask API User system security level does not have permission to create company webhooks. When you configure a trigger in the Rewst platform, you'll receive an error message stating that the webhook could not be created. To resolve this, you'll need to create a new security level by doing the following:

1. Log in to Datto Autotask.

2. Navigate to Admin > Account Settings & Users.

3. Click Security Levels on the Resources / Users (HR) tab.

4. Find the API User (system) (API-only) security level on the context menu.

5. Select Copy.

6. Scroll down to the Other tab.

7. Check the checkbox for Create Company Webhooks.

8. Enter a number. Each trigger will require at least one webhook.

9. Click Save.

10. Edit the user you are using to authorize Rewst and set it to this new security level.

With this, you should now be able to create webhooks in Rewst. This will happen automatically when you create a trigger such as Datto - Ticket Record Saved.

Troubleshoot the Datto Autotask integration

Click on any of the issues below to expand and view the solution. If you issue isn’t included below, please contact Rewst support in your dedicated support Discord channel.

Authentication errors

• Confirm that your API credentials are entered correctly.

• Ensure that the Autotask user has the API User role.

Missing ticket data

• Verify the ticket exists in Autotask and matches query filters.

• Check API permissions for the resource account.

API rate limits

Autotask enforces API call limits. Use Rewst’s error handling to retry failed requests.

Datto Autotask actions and endpoints

For details on Autotask’s API documentation, refer to their official documentation.

Learn more about Rewst actions here.

Action name	Description	Endpoint
API Version Info	Retrieves API version information	GET /VersionInformation
List Companies	Retrieves companies by query/search criteria	POST /V1.0/Companies/query
Get Company	Fetches details of a specific company	GET /V1.0/Companies/{id}
Create Company	Creates a new company	POST /V1.0/Companies
Update Company	Updates existing company information	PATCH /V1.0/Companies
List Configuration Item Webhooks	Retrieves webhooks for configuration items	POST /V1.0/ConfigurationItemWebhooks/query
List Contacts	Retrieves contacts based on filters/query	POST /V1.0/Contacts/query
Get Contact	Fetches details of a specific contact	GET /V1.0/Contacts/{contact_id}
Create Contact	Adds a new contact to a company	POST /V1.0/Companies/{company_id}/Contacts
Update Contact	Updates existing contact details	PATCH /V1.0/Companies/{company_id}/Contacts
List Contracts	Retrieves contracts based on criteria	POST /V1.0/Contracts/query
Get Contract	Fetches a specific contract	GET /V1.0/Contracts/{id}
Create Contract	Creates a new contract	POST /V1.0/Contracts
Update Contract	Updates an existing contract	PATCH /V1.0/Contracts
List Documents	Retrieves documents based on filters/query	POST /V1.0/Documents/query
Get Document	Retrieves specific document details	GET /V1.0/Documents/{id}
Create Document Attachment	Adds attachment to a document	POST /V1.0/Documents/{document_id}/attachments
Generic Datto PSA API Request	Performs generic authenticated API requests	GET /<url_path>
List Phases on Project	Lists project phases	GET /V1.0/Projects/{projectId}/Phases
Create Project	Adds a new project	POST /V1.0/Projects
Update Project	Updates existing project details	PATCH /V1.0/Projects
Get Project	Retrieves project details	GET /V1.0/Projects/{id}
List Resources	Retrieves resources based on filters/query	POST /V1.0/Resources/query
Get Resource	Fetches details of a specific resource	GET /V1.0/Resources/{id}
List Surveys	Retrieves surveys based on criteria	POST /V1.0/Surveys/query
Get Survey	Retrieves details of a specific survey	GET /V1.0/Surveys/{id}
List Tasks on Project	Lists tasks associated with a project	GET /V1.0/Projects/{projectId}/Tasks
Create Task on Project	Creates a new task for a specific project	POST /V1.0/Projects/{projectId}/Tasks
List Ticket Categories	Retrieves ticket categories	POST /V1.0/TicketCategories/query
Get Ticket Category	Fetches details of a specific ticket category	GET /V1.0/TicketCategories/{id}
List Ticket Notes	Retrieves ticket notes	POST /V1.0/TicketNotes/query
Create Ticket Note	Adds a note to a ticket	POST /V1.0/Tickets/{parentId}/Notes
Update Ticket Note	Updates a specific ticket note	PATCH /V1.0/Tickets/{ticketId}/Notes
List Tickets	Retrieves tickets based on filters/query	POST /V1.0/Tickets/query
Get Ticket	Retrieves specific ticket details	GET /V1.0/Tickets/{id}
Create Ticket	Creates a new ticket	POST /V1.0/Tickets
Update Ticket	Updates an existing ticket	PATCH /V1.0/Tickets
List Time Entries	Retrieves time entries	POST /V1.0/TimeEntries/query
Get Time Entry	Fetches details of a specific time entry	GET /V1.0/TimeEntries/{id}
Create Time Entry	Creates a new time entry	POST /V1.0/TimeEntries
Update Time Entry	Updates existing time entry	PATCH /V1.0/TimeEntries
List Webhook Event Error Logs	Retrieves webhook event error logs	POST /V1.0/WebhookEventErrorLogs/query
Get Webhook Event Error Log	Fetches details of a specific webhook event error log	GET /V1.0/WebhookEventErrorLogs/{id}