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After creating the Neo API User security level, you need to create the actual API member account and optionally a regular user account for specific operations that require non-API user attribution.
This process involves creating an API-only member for programmatic access and optionally a regular user for operations like ticket assignments and time entries that require a standard user account.

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Creating the API Member

1

Navigate to Resources/Users section

Go to Admin → Organization Settings & Users → Resources/Users (HR) to begin creating a new API member.
Navigate to Resources/Users (HR) section in Autotask
2

Initiate API member creation

Click to add a new resource and select the option to create an API-only member (not a regular user).
Select API member option in Autotask
API members are specifically designed for programmatic access and have different capabilities than regular user accounts.
3

Configure basic API member details

Fill in the required information for the API member and assign the Neo API User security level you created in the previous step.
Configure API member basic information and security level
Required Information:
  • First Name: Neo
  • Last Name: API
  • Email: Use a dedicated email address for this API account
  • Security Level: Select the Neo API User security level you created earlier
  • Status: Active
Make note of the API member’s numeric ID displayed after creation (e.g., 342) as you’ll need this when configuring the connection to Neo Agent.
4

Configure API tracking code

Set up the API Integration Code (tracking identifier) for your API member to identify requests from Neo Agent.
Configure API tracking code for the API member
API Integration Code:
  • This tracking code identifies API requests in Autotask logs
  • Use a descriptive name like “NeoAgent” or “Neo Agent Integration”
  • This helps with auditing and monitoring API usage
The tracking code appears in Autotask’s API usage reports, making it easier to monitor Neo Agent’s activity and troubleshoot any issues.
5

Generate API credentials

After saving the API member, generate the API credentials (username and secret) that Neo Agent will use to authenticate.
Generate API username and secret credentials
Important Credentials:
  • API Username: Generated automatically by Autotask
  • API Secret: One-time display secret key
  • Base URL: Your Autotask API endpoint
Store these credentials securely. The API secret will only be displayed once and cannot be retrieved later. If you lose it, you’ll need to regenerate new credentials.

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Creating a Regular User (Optional)

Autotask does not allow API-only users to be assigned to tickets or create time entries directly. If you need Neo Agent to perform these operations, create a regular (non-API) user account.
1

Create a regular user account

Create a new regular user (not an API member) with a dedicated name like “Neo Agent” or similar.
Create regular user for ticket assignments and time entries
Use Cases for Regular User:
  • Being assigned to tickets (triggers email notifications to customers)
  • Creating time entries
  • Operations that require a standard user account in Autotask
2

Configure regular user security level

Assign an appropriate security level to the regular user. This can be the same Neo API User security level or a different one based on your requirements.
3

Enable impersonation for the regular user

Navigate to the security level assigned to the regular user and enable impersonation:
  1. Go to Web Services API → Resource Impersonation
  2. Enable Allow impersonation of resources with this security level
This allows the API member to impersonate this regular user when performing operations that require a non-API user context.
Enabling impersonation allows Neo Agent to perform actions as the regular user while maintaining proper audit trails showing which operations were automated.

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Configuring Contact Notifications

To ensure proper communication with end users, configure how contacts are notified when tickets are updated.
1

Access contact notification settings

Navigate to contact notification configuration settings.
Access contact notification settings
2

Configure notification preferences

Set up notification rules for different ticket events and actions.
Configure notification preferences
3

Set email templates

Configure which email templates are used for different notification types.
Set email templates for notifications
4

Define notification triggers

Specify which actions and changes should trigger notifications to contacts.
Define notification triggers
5

Review and save settings

Review all notification settings and save your configuration.
Review and save notification settings
Contact notifications are now configured to ensure end users receive appropriate updates when Neo Agent performs actions on their tickets.

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What You’ve Configured

At this point, you have:
  • Created an API member with the Neo API User security level
  • Generated API credentials for programmatic access
  • (Optional) Created a regular user account for ticket assignments and time entries
  • Configured impersonation settings to allow the API member to act as the regular user
  • Set up contact notification preferences

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What’s Next?

With your API member and optional regular user created, you’re ready to connect them to Neo Agent using the credentials and configuration details.
Before proceeding, ensure you have:
  • The numeric API member ID
  • The API username and secret
  • Your Autotask base URL
  • Your API Integration Code (tracking code)
  • (Optional) The numeric ID of the regular user for impersonation