The Autotask integration: tickets in, internal notes out

What it does

• Checks your tickets every two minutes, with no webhook to configure on the Autotask side.
• Starts the usual diagnose, approve and verify flow when a ticket on a mapped machine matches a saved Autopilot playbook.
• Posts an internal note with what was found and what was done.
• Keeps a local copy of your tickets, so the Tickets page opens quickly without waiting on Autotask.
• Lets a technician post an update, change the status, assign it, move the queue or log time from the dashboard.

How it connects

An Autotask API user, its secret and your API tracking identifier, entered once in the dashboard.

What it reads and writes

• Reads: tickets and their updates, companies, configuration items, statuses, queues, priorities and resources.
• Writes: internal notes on tickets. A technician can also close a ticket, log time, change the queue or assign a resource, and only by clicking it in the dashboard.
• The AI can move a ticket to another status when a playbook's instructions say to, but it cannot close one.
• Credentials are held in AWS Secrets Manager, one secret per organisation, never in the database.

Limits you should know about

• Autotask is the only PSA RemediateDesk connects to. Other ticketing products are not supported.
• A ticket is skipped, not guessed at, when its configuration item has not been mapped to a machine by a person.
• A ticket with no matching Autopilot playbook is left alone. Nothing starts an unsupervised AI session for it.
• Notes are always internal. Writing a customer-visible note is deliberately not implemented.

Setting it up

1. In Autotask, create an API user and generate its secret. Your account tier may need Kaseya to approve this.
2. Find your API tracking identifier under extensions and integrations.
3. Enter the three values in the RemediateDesk dashboard and connect.
4. Open the mappings tab and link each configuration item to the matching machine, then confirm any link we suggested.

Related

• Automated IT Ticket Resolution for MSPs: where this fits in the wider flow.
• ConnectWise RMM (live)
• Microsoft 365 assistant (live)
• All 5 integrations and what we do not do.