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Neo Agent offers two ways to integrate with IT Glue. We recommend the API integration for most users as it provides automatic syncing and requires no ongoing maintenance. The manual runbook export option remains available for specific use cases where API access isn’t available or desired.
Start with API Integration: If you have IT Glue API access, the automated API integration is the best choice. It’s set-and-forget with no manual work required after initial setup.

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Integration methods comparison

API Integration (Automated)

✨ Recommended - Complete account sync with automation
  • Full account export
  • Automatic syncing on schedule
  • Requires API credentials
  • Set-and-forget operation

Runbook Export (Manual)

Alternative - For curated documentation or no API access
  • User-friendly PDF format
  • Manually upload ZIP files
  • Requires periodic re-uploads
  • No API setup needed

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Detailed comparison

FeatureRunbook ExportAPI Integration
Setup complexitySimple - just uploadModerate - requires API key
MaintenanceManual re-upload neededFully automated
Content formatStructured PDF runbooksComplete account export
IT Glue API supportNot required (runbooks have no API)Required
Update frequencyWhen you uploadBased on your IT Glue export schedule
Best use caseCurated documentation for specific clientsComprehensive documentation sync

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Which method should you choose?

Choose API Integration for the best experience:
  • ✅ Automatic syncing - Neo stays up-to-date without manual work
  • ✅ Comprehensive documentation coverage
  • ✅ Set-and-forget operation after initial setup
  • ✅ Perfect for teams that update documentation regularly
  • ✅ No ongoing maintenance required
The API integration monitors your scheduled exports and processes them automatically. You configure it once, and Neo handles the rest—no manual uploads, no remembering to re-sync.

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Runbook Export (Alternative)

Only choose Runbook Export if:
  • ❌ You don’t have IT Glue API access
  • ⚠️ You need to provide only curated, client-specific documentation
  • ⚠️ You update your documentation very infrequently (monthly or less)
  • ⚠️ You want manual control over exactly what Neo can access
Runbook exports require you to manually re-upload on a regular cadence. If you forget to upload, Neo will work with outdated documentation, which can lead to incorrect information being surfaced.

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Security considerations

Both integration methods prioritize security:
  • Runbook Export: You control exactly what gets uploaded. Enable “Mask Passwords” when creating runbooks.
  • API Integration: Neo only ingests and processes documents from the export. Passwords are never imported, accessed, or stored by Neo, even though they’re included in IT Glue exports.
Neither integration stores or accesses passwords. Neo only processes documentation content for context and search.

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Upgrading from Runbook Export to API Integration

If you started with manual runbook uploads, we strongly recommend upgrading to the API integration. The migration is straightforward:
  1. Set up the API integration following the API guide
  2. Wait for the first scheduled export to complete and sync
  3. Verify Neo is finding documentation correctly
  4. Remove the manual runbook integration to avoid duplicates
Both integration types can run simultaneously during the migration period, but remove the manual integration once API sync is confirmed working to avoid duplicate documentation entries.

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Next steps

Set up API Integration (Recommended)

Get started with automated, hands-free documentation syncing
If you don’t have API access or need the manual approach, follow the Runbook Export guide.
Remember: manual runbook exports require you to re-upload regularly to keep Neo’s documentation current.