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datto-psa-integration-setup

README.md

Autotask PSA integration

{% hint style="info" %} If you’re new to integrations in Rewst, read through our introductory integration documentation here. {% endhint %}

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 APIUser@example.com, and API URL: for example, https://ww2.autotask.net... .

  15. Click Save & Close.

{% hint style="danger" %} Before saving and closing the API user page, copy the Secret Key and Username . The secret key won't be displayed again, once saved. {% endhint %}

Set up steps in Rewst

  1. Navigate to Marketplace > 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 page.

  4. Name the configuration with a definitive name such as Rewst Autotask PSA 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 PSA URL.
    2. Username (Key): APIUser@example.com
    3. API User Password: [Paste Secret Key]

  6. Click Save.

  7. Rewst will do a quick validation of your input. Once completed, you'll see a new section beneath the configuration form for organization mapping. Complete your mapping as desired.

  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.

{% hint style="info" %} 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

{% endhint %}

{% hint style="danger" %} 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. {% endhint %}

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 PSA Integration.
  3. Drag and drop the action List Companies 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 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 Autotask PSA integration

To see an up-to-date list of Crates that can be unpacked after completing Autotask PSA integration, navigate to Crates > Crate Marketplace in the left side menu of your Rewst platform.

Click Filter to expand the filter menu. Enter Autotask PSA into the Integrations field, and watch Rewst filter down to just the Crates that relate to that integration. Any other prerequisites for the Crate will be listed in the right side of that Crate's details page.

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.

{% hint style="success" %} 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. {% endhint %}

Triggers for the Autotask PSA integration

TriggerTypeDescription
stale_ticket_sensorPollingTriggers a workflow when a new ticket is created
Company WebhookWebhookCreates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Configuration Item WebhookWebhookCreates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Contact WebhookWebhookCreates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Ticket Note WebhookWebhookCreates a webhook enables you to subscribe to notifications for events that take place in Autotask.
Ticket WebhookWebhookCreates a webhook enables you to subscribe to notifications for events that take place in Autotask.

Troubleshoot the Autotask PSA integration

{% hint style="info" %} 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. {% endhint %}

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. Use Rewst’s error handling to retry failed requests.

{% hint style="success" %} Got an idea for a new Integration? Rewst is constantly adding new integrations to our integrations page. Submit your idea or upvote existing ideas here in our Canny feedback collector. {% endhint %}

Autotask PSA actions and endpoints

{% hint style="info" %} For more on how actions work in Rewst, check out our introductory actions documentation here. {% endhint %}

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

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}