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Neo Agent needs a dedicated security level in Autotask. Create it before you create the API user. The video shows every step.

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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 create a new security level.
Navigate to Security Levels in Autotask Admin

Security Levels is under Resources/Users (HR) in Admin

Copy the built-in API User (system) level. It already has the basic API permissions.
2

Name the security level

Name it Neo API User. Set the License Type to API User.
Name the security level 'Neo API User'

Name the security level 'Neo API User' with License Type set to API User

3

Click Full Permission on every section

Scroll down to the permission sections. Each section has a Full Permission link in its top right corner. Click it on every section:
  • Contracts
  • CRM
  • Inventory
  • Projects
  • Service Desk
  • Documents & Knowledge Base
  • Timesheets
  • Reports
  • Admin
  • Other
Service Desk section expanded showing the Full Permission link

Click 'Full Permission' to enable all permissions in a section at once

Scroll through each section to the bottom. Some sections have more checkboxes below the main permission grid. Verify that Full Permission set them all.
4

Verify webhooks in the Other section

Full Permission on the Other section sets these already. Verify them:
  • “Can create Webhooks”: checked
  • “Maximum number of Webhooks”: 5
Webhooks configuration

The Webhooks settings are within the Other section

Webhooks send ticket events to Neo in real time.
5

Click Full Permission on the Web Services API section

One click enables API login, Resource Impersonation, and Contact Impersonation.
Web Services API section

Click 'Full Permission' on the Web Services API section

Resource Impersonation lets Neo write tickets and notes under a technician’s name. Each technician’s own security level must also permit impersonation. Contact Impersonation lets Neo write notes under an end-user contact’s name, which fires Autotask’s “Customer note added” workflow events.
6

Save the security level

Click Save & Close at the top of the page.

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Keep Neo away from specific companies

Excluded companies keeps a company’s tickets out of Neo’s sync and triggered agents. A scheduled agent or Chat Agent reads Autotask as the API user Neo signs in with, and on Autotask we know of no setting that narrows that user to some companies’ tickets. The ticket permission that limits a user to some organizations is Mine + Organizations, and Autotask’s API documentation says the Tickets entity will “respect the View, Add, and Edit permissions… EXCEPT the ‘Mine + Companies’ setting. ‘Mine + Companies’ will be treated as ‘None.’” (Tickets entity). We have found no other Autotask setting that hides one company’s tickets from an API user, so on Autotask, Excluded companies is the control we document.

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What’s Next?

Proceed to create the API user and assign this security level to it.
Before you proceed, verify:
  • The security level is named “Neo API User” with License Type “API User”
  • Every section shows Full Permission, including Web Services API
  • Webhooks are enabled with a maximum of 5