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The ITGlue API tool gives Neo agents direct access to the full IT Glue REST API — read, create, update, and delete any IT Glue resource during ticket resolution.
Automatically enabled when you configure ITGlue permissions in your agent workflow. No manual toggle needed.
Neo resolves each IT Glue organization to its PSA company ahead of time, so agents read organizations by ID rather than an unreliable name search (IT Glue’s filter[name] can’t match punctuated names like “Tool Supply, Inc.”). See Company Mapping to view and correct those mappings.

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What It Does

  • Look up organizations, contacts, configurations, and documentation
  • Read SSL certificate records — issuer, expiry date, host, and notes — for renewal reporting
  • Create and update documents based on ticket resolutions
  • Manage flexible assets and their custom fields
  • Retrieve passwords (with technician approval)
  • Update configuration items and interfaces
  • Copy a file attached to a PSA ticket into IT Glue, as a document image or an attachment (Autotask today)
  • Access any IT Glue API endpoint with permission-group-based access control

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Copying PSA Attachments Into IT Glue

IT Glue accepts a file only as encoded text inside the request. The agent does not write that text itself. It names the PSA ticket and attachment, and Neo reads the file from the PSA and sends the exact bytes to IT Glue. Files over 10 MB are refused. This is how an agent puts a ticket screenshot into a knowledge-base article, or attaches a ticket’s PDF to a configuration.
  • Works for Autotask ticket attachments, including files on notes and time entries.
  • The agent needs read access in its Autotask Attachments permission group, the same access it needs to read the file itself.
  • For other PSAs, the agent tells you to add the file in IT Glue by hand.

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Permission Groups

Each group has an access level: Disabled, Read Only, or Read/Write.

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Access Profiles

All groups Read Only. Agent can look up any resource but cannot modify.
Documents, Flexible Assets, and Contacts at Read/Write. Everything else Read Only.
All groups Read/Write with delete enabled. Password writes still require technician approval.

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Safety Controls

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How to Configure

1

Connect IT Glue

Connect your IT Glue API key in the Neo Dashboard.
2

Configure permissions

In your agent workflow’s Integrations tab, choose an access profile or customize each permission group.
3

Set approval requirements

Decide which permission groups require technician approval for writes.
Start with Read Only and gradually expand permissions. Enable Technician-in-the-Loop for writes until you’re confident in the agent’s behavior.