Autotask PSA integration

If you’re new to integrations in Rewst, read through our introductory integration documentation here.

What does the Autotask PSA integration do?

Our Autotask PSA integration enables seamless synchronization of ticketing, client data, and service management workflows between Autotask PSA 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 Autotask PSA 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 PSA 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 PSA ticket.

Contract renewal automation

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

Client onboarding and offboarding

A new client signs up for managed services. Rewst creates the client’s Autotask PSA 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 PSA.

Asset and configuration management

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

Set up the Autotask PSA integration

Set up steps in Autotask PSA

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

16. Click Save & Close.

Set up steps in Rewst

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

2. Search for Autotask PSA in the integrations page.

3. Click on the integration tile to launch the configuration setup dialog.

4. Choose from either Production or Demo Mode for the setup of your integration:

   1. Production: Connect with real credentials for live data

   2. Demo Mode: Explore the integration with simulated mock responses

5. Click Next: Configure and Authenticate.

6. Select + Create New Credential from the Credential drop-down selector.

7. Chose your server URL where your account is hosted from the Server / Region drop-down selector. This can be referenced in your Autotask PSA URL.

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

   1. Username (Key): [e-mail]

   2. API User Password: [Paste Secret Key]

9. Click Save Credential.

10. Click Next: Confirm.

11. Click Install Integration. The integration will now appear in the top Connected section of your Integrations page.

12. Click on the installed integration. Scroll down to the Org Mappings section of the configuration page and complete organization mapping as needed.

If there are too many customers in the query, you may experience long loading times when refreshing options.

Webhook setup for triggers

By default, the Autotask PSA 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 Autotask PSA.

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.

Triggers for the Autotask PSA integration

Trigger	Type	Description
stale_ticket_sensor	Polling	Triggers a workflow when a new ticket is created
Company Webhook	Webhook	Creates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Configuration Item Webhook	Webhook	Creates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Contact Webhook	Webhook	Creates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Ticket Note Webhook	Webhook	Creates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Ticket Webhook	Webhook	Creates a webhook enables you to subscribe to notifications for events that take place in Autotask.

Troubleshoot the Autotask PSA 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 PSA user has the API User role.

Missing ticket data

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

• Check API permissions for the resource account.

API rate limits

Autotask PSA enforces API call limits. Ask the Rewst Agent to retry failed requests.

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