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To enable Neo Agent to interact with your Autotask system, you need to complete two main configuration tasks: creating a custom security level with appropriate permissions and setting up API user accounts.
This setup process ensures Neo Agent has the necessary access to manage tickets, interact with PSA data, and automate workflows within your Autotask environment.

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Setup Overview

The integration setup consists of two key steps:

1. Create Security Level

Configure a custom security level with comprehensive permissions across all Autotask modules including Service Desk, CRM, Projects, and Web Services API.

2. Create API User

Set up the API member account with the security level and optionally create a regular user for operations that require non-API attribution.

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What You’ll Configure

Through these guides, you’ll set up:
  • Custom Security Level: A dedicated “Neo API User” role with permissions for:
    • Service Desk (tickets, notes, service calls)
    • CRM (contacts, organizations)
    • Projects and tasks
    • Inventory and configuration items
    • Contracts and timesheet management
    • Web Services API access and resource impersonation
    • Webhook creation
  • API Member Account: A programmatic user that:
    • Uses the custom security level
    • Has API credentials for authentication
    • Can impersonate other resources for proper attribution
  • Regular User (Optional): A standard user account that:
    • Can be assigned to tickets
    • Can create time entries
    • Triggers customer email notifications
    • Can be impersonated by the API member

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Prerequisites

Before starting, ensure you have:
  • Administrator access to your Autotask instance
  • Permission to create security levels and user accounts
  • Access to the Resources/Users (HR) section
  • Ability to configure Web Services API settings

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Getting Started

1

Create the Security Level

Start by creating the Neo API User security level with all necessary permissions across Autotask modules.This is the foundation that defines what Neo Agent can access and modify within your system.
2

Create the API User

Next, create the API member account and assign it the security level you just created.This provides Neo Agent with the actual credentials needed to authenticate and interact with your Autotask system.
3

Connect to Neo Agent

Finally, connect your Autotask instance to Neo Agent using the API credentials and configuration details.
Complete both setup steps before attempting to connect to Neo Agent. Missing permissions or improper configuration can cause workflow failures and prevent Neo Agent from functioning correctly.

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Estimated Time

  • Security Level Creation: 15-20 minutes
  • API User Creation: 10-15 minutes
  • Total Setup Time: 25-35 minutes
Have these details ready before you begin:
  • A dedicated email address for the API account
  • The name you want to use for the regular user (if creating one)
  • Your organization’s naming conventions for API accounts