Datto Autotask PSA integration

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. Enter a descriptive name which includes Rewst in the text in the Name field.

  6. 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.

  7. Click Save.

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

  9. 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

  10. Note your API Username with the format APIUser@example.com, and API URL: for example, https://ww2.autotask.net... .

  11. Click Save & Close.

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. Name the configuration with a definitive name such as Rewst Autotask integration.

  4. 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: APIUser@example.com

    3. API User Password: [Paste Secret Key]

  5. Click Save.

  6. 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.

    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

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. Name your trigger whatever you’d like.

  4. Click into the trigger’s settings.

  5. Set the Trigger Type to Core - Always Pass.

  6. Click Submit to save your trigger.

  7. Click Publish to save your changes.

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

  9. Select your MSP level.

  10. 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.

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.

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}

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