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Integration Guide

1. Create API Member​

  • In your Autotask instance, create a new API member for Neo.

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2. Create and Assign "Neo API User" Security Level​

  1. By default, Autotask has an API User (system) Security level that allows API access to all your data.
  2. However, this Security Level doesn't allow the creation of Webhooks programmatically. Neo needs Webhooks to get notified about new and updated tickets to run automated AI Workflows.
  3. Create a Neo API User Security Level with Create Webhooks permissions:
    • Refer to Autotask documentation: Webhooks API
    • See the Requirements and configuration steps section.
  4. Assign the Neo API User Security Level to the Neo API member created in step 1.

This configuration allows Neo to access your data via API and create Webhooks:

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3. Assign Permissions for "Neo API User" Security Level​

  1. Admin permissions section:
    • Resources/Users (HR)
    • Organizations & Contacts (This may be called "Companies & Contacts")
    • Service Desk (Tickets)
    • Projects & Tasks
    • Sales & Opportunities
    • Products, Services & Inventory
    • Configuration Items
    • Contracts & Un-posting
    • Tagging
  2. Webhook permission:
    • Enable "Can create webhooks"
    • Set the maximum number of webhooks to 5.

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Autotask Documentation

For reference, see: Create or edit custom security level

4. Allow Resource Impersonation​

Allow the API-only account to impersonate other (non-API) users/resources.

  • Navigate to the Admin → Company Settings & Users → Resources/Users (HR) → Security Levels → Neo API User → Other → Web Services API section.
  • Under Feature Access, ensure Can login to Web Services API is enabled (this should be enabled by default for the API User (system) security level which Neo API User is a copy of).
  • Under Resource Impersonation, allow View, Add, and Edit for:
    • Service Desk
      • Tickets
      • Ticket Notes
      • Service Calls
    • Other/Shared
      • Attachments
      • Time Entries

5. [Optional] Create a Regular User for Time Entry Impersonation​

  • Autotask does not allow an API user to create Time Entries directly.
  • If you want Neo to create Time Entries (e.g., to trigger sending emails to end-users or to log time spent on a ticket), create a new non-API (regular) user/resource.
  • Allow this non-API user/resource to be impersonated. In their Security Role settings:
    • Navigate to Other → Miscellaneous → Can be impersonated (time entry by API only) and enable it.

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  • Also, set a default Service Desk Role on the Associations tab for the created non-API resource/user.

6. Share API Credentials with Neo​

  • Submit your credentials through the Neo Dashboard:
    • API Member ID: The numeric ID of the API member created in step 1 (e.g., 342).
    • [Optional] Non-API Member ID: The ID of the non-API member created in step 5.
    • Username
    • Secret
    • API Integration Code (also known as "Tracking code")
    • Base URL: The URL you use to access the Autotask UI (e.g., https://webservices3.autotask.net/).

7. Control the Integration​

The integration will become active once the credentials are submitted. You can control it in the Neo Dashboard.

  1. Sync is triggered automatically and typically happens every 8 hours.
  2. You can trigger a sync manually by clicking the Trigger Sync button. This is useful if you want Neo to be aware of recent changes in Ticket Statuses, Queues, Companies, etc.

Advanced​

  • Use PSA Sync Filters to control which tickets are imported from Autotask to Neo.
tip

These filters only control which tickets are synchronized into Neo's database for features like "Similar Tickets" search. They do not affect which tickets Neo can access through workflows.