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Autotask does not let you change an API user’s tracking identifier after you save it. To move from a Custom identifier to Integration Vendor → Neo Agent, you create a new API user and point Neo at it.

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Why switch

MSPs that connected before Neo Agent joined the Autotask Integration Hub set Neo up as a custom integration, with their own API tracking identifier. Neo Agent is now a verified Autotask Integration Vendor. Some features work only through the vendor connection: the Neo panel in Autotask tickets is one. On a Custom identifier, Turn on fails.

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Check which identifier you use

In the Neo dashboard, open Integrations → Autotask and click Edit.
  • The form shows a Your own API tracking identifier box: you use a Custom identifier. Follow the steps below.
  • There is no such box: you already use Integration Vendor → Neo Agent. Nothing to do.

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Switch

1

Create a new API user in Autotask

Follow Creating the API User, with two settings:
  • Security Level: the same security level as your current Neo API user.
  • API Tracking Identifier: Integration Vendor, then Neo Agent.
Generate the new user’s username and secret.
2

Update Neo's Autotask connection

In Integrations → Autotask, click Edit. Enter the new user’s username and secret, clear the Your own API tracking identifier box, and click Save & run checks.
3

Check the connection

All required checks must pass. If one fails, it names the Autotask screen to fix. Fix it and click Save & run checks again. Keep the old API user active until the checks pass.
4

Deactivate the old API user

In Autotask, open Admin → Organization Settings & Users → Resources/Users (HR), edit the old API user, and set Status to Inactive.
5

Turn on the Neo panel (optional)

In Neo, go to Integrations → Autotask → Advanced settings → Neo panel in Autotask tickets and click Turn on. The rest of the setup: Set up the Neo panel in Autotask.