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
Log into Autotask PSA as an Administrator
Navigate to Admin > Account Settings & Users.
Click to expand the Resources/Users (HR) accordion menu.
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.
Enter a descriptive name which includes Rewst in the text in the Name field.
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
.Click Save.
Navigate to Commonly Used > Resources (Users). Click ⌄ to expand the +New drop down selector.
Enter the following information into the relevant fields in the General menu:
First Name
Last Name
Email Address
Security Level: use the level you created or cloned in step 3
Note your API Username with the format
APIUser@example.com
, and API URL: for example,https://ww2.autotask.net...
.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
Navigate to Configuration > Integrations in the left side menu of your Rewst platform.
Search for Datto Autotask in the integrations page.
Name the configuration with a definitive name such as
Rewst Autotask integration
.Enter the API credentials copied from Datto into the relevant fields:
Platform:
https://ww2.autotask.net
Choose your zone of residence from the drop-down selector.
This can also be referenced in your Autotask URL.
API Username:
APIUser@example.com
API User Password:
[Paste Secret Key]
Click Save.
Rewst will do a quick validation of your input. A new submenu will appear in your configuration page for Organization Mapping.
Suggest Values: This option will attempt to generate mappings between Rewst organizations and child organizations in this integration.
Refresh Options: This will re-read the potential mapping options - both organizations and companies in Datto.
Save Mappings This will apply mapping configuration changes.
Filter: Choose what you would like filtered from the drop-down selector.
Operation: Choose which operation you would like to use.
Value: This must be an integer. The below guide is an example for how this may be used.
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
Navigate to Automation > Workflows in Rewst.
Create a new workflow and name it with something short and descriptive, such as
Test Autotask Integration
.Name your trigger whatever you’d like.
Click into the trigger’s settings.
Set the Trigger Type to Core - Always Pass.
Click Submit to save your trigger.
Click Publish to save your changes.
Click Test to run your workflow. Note that this will bring up a drop-down selector to choosing organizations.
Select your MSP level.
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
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:
Log in to Datto Autotask.
Navigate to Admin > Account Settings & Users.
Click Security Levels on the Resources / Users (HR) tab.
Find the API User (system) (API-only) security level on the context menu.
Select Copy.
Scroll down to the Other tab.
Check the checkbox for Create Company Webhooks.
Enter a number. Each trigger will require at least one webhook.
Click Save.
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
Datto Autotask actions and endpoints
For details on Autotask’s API documentation, refer to their official documentation.
Learn more about Rewst actions here.
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}
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