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To enable Neo Agent to interact with your Autotask system, you first need to create a dedicated security level with the appropriate permissions across all relevant modules.
This security level will define what Neo Agent can access and modify within your Autotask environment. Proper configuration ensures Neo Agent can perform all necessary operations while maintaining security best practices.

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Creating the Security Level

1

Navigate to Security Levels

Go to Admin → Organization Settings & Users → Resources/Users (HR) → Security Levels and click to create a new security level.
Create a new security level in Autotask
Autotask has a default API User (system) role that you can copy to create a new security level. This provides a good starting point with basic API permissions already configured.
2

Name the security level

Name the new security level “Neo API User” or similar to clearly identify it as the dedicated role for Neo Agent.
Name the security level 'Neo API User'
3

Configure Contracts permissions

In the Contracts section, enable all necessary permissions to allow Neo Agent to view and manage contract-related information.
Configure Contracts permissions
4

Configure CRM permissions

In the CRM section, configure permissions across multiple tabs to enable Neo Agent to access customer relationship management features.
Configure CRM permissions - Part 1
Configure CRM permissions - Part 2
Configure CRM permissions - Part 3
5

Configure Inventory permissions

In the Inventory section, enable permissions for Neo Agent to access and manage products, services, and inventory items.
Configure Inventory permissions
6

Configure Projects permissions

In the Projects section, configure permissions to allow Neo Agent to view and interact with project-related data.
Configure Projects permissions - Part 1
Configure Projects permissions - Part 2
7

Configure Service Desk permissions

In the Service Desk section, enable comprehensive permissions for Neo Agent to manage tickets, notes, and service requests.
Configure Service Desk permissions - Part 1
Configure Service Desk permissions - Part 2
Configure Service Desk permissions - Part 3
Service Desk permissions are critical for Neo Agent’s core functionality. Ensure all necessary permissions are enabled to avoid workflow failures when managing tickets.
8

Configure Knowledge Base permissions

In the KBs (Knowledge Base) section, enable permissions for Neo Agent to access and reference knowledge base articles.
Configure Knowledge Base permissions
9

Configure Timesheets permissions

In the Timesheets section, configure permissions to allow Neo Agent to manage time entries and timesheet data.
Configure Timesheets permissions
10

Configure Admin permissions

In the Admin section, enable administrative permissions required for Neo Agent to access system-wide features and settings.
Configure Admin permissions - Part 1
Configure Admin permissions - Part 2
Ensure the following are included:
  • Resources/Users (HR)
  • Organizations & Contacts
  • Application-Wide (Shared) Features (Full Access)
  • Service Desk (Tickets)
  • Projects & Tasks
  • Sales & Opportunities
  • Products/Services/Inventory
  • Configuration Items
  • Contracts & Un-posting
  • Tagging
11

Configure Other/Shared permissions

In the Other section, configure additional shared permissions that span multiple modules.
Configure Other permissions - Part 1
Configure Other permissions - Part 2
12

Configure Web Services API permissions

In the Web Services API section, enable API access and configure resource impersonation capabilities.
Configure Web Services API permissions - Part 1
Feature Access:
  • Ensure Can login to Web Services API is enabled
  • This is usually enabled by default if you copied the API User (system) security level
Configure Web Services API permissions - Part 2
Resource Impersonation: Set View, Add, and Edit permissions for:
  • Service Desk
  • Tickets
  • Ticket Notes
  • Service Calls
  • Other/Shared
  • Attachments
  • Time Entries
Resource impersonation allows Neo Agent to perform actions as if they were done by specific technicians, maintaining proper attribution and audit trails in Autotask.
Contact Impersonation: In the Contact Impersonation section, enable the Add checkbox for all items. This allows Neo Agent to create notes and attachments on behalf of end-user contacts.
Enable Contact Impersonation for Ticket Notes
Contact impersonation allows Neo Agent to create ticket notes attributed to end-user contacts (e.g., when a customer submits an update through Neo Pulse). This triggers Autotask’s “Customer note added” workflow events, ensuring technicians receive proper notifications about customer updates. Without this permission, notes from Neo Pulse will still be created but will be attributed to the API user instead of the contact.
13

Enable webhook creation

In the Webhooks section, enable webhook creation capabilities for the Neo API User security level.
Enable webhook creation for Neo API User
Configure the following:
  • Can create webhooks: Enabled
  • Maximum number of webhooks: Set to 5
Webhooks allow Neo Agent to receive real-time notifications when tickets are created or updated in Autotask, enabling faster response times and more efficient automation.
14

Save the security level

Review all configured permissions and save the security level.
Your Neo API User security level is now configured with all necessary permissions for Neo Agent to function properly within your Autotask environment.

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What’s Next?

Once you’ve successfully created and configured the security level, proceed to create the API user and assign this security level to it.
Missing permissions can cause Neo Agent workflows to fail when trying to access specific Autotask features or data. Double-check that all sections are properly configured before proceeding.