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Autotask PSA: Ticketing Integration Setup

Overview​

Spotto’s Autotask PSA integration lets you create an Autotask ticket directly from a recommendation, so cloud optimization work lands in the same backlog your service desk and operations teams already use. This guide covers the credentials Spotto needs, the optional routing defaults you can save, the validation flow, and the permission and queue checks that mattered during rollout testing.

Goal: enable Spotto -> Autotask ticket creation from the Recommendations page. Time: ~10 to 15 minutes, depending on how quickly you can confirm queue access and API user permissions. Cost: whatever your Autotask PSA licensing and API access already require (Spotto does not add extra fees).

When configured, Spotto will:

  • Offer Autotask as a share option on recommendation detail pages.
  • Create a new Autotask ticket with recommendation context and affected resource details.
  • Support company-level defaults and per-share overrides for routing fields such as company, project, contact, resource, queue, status, priority, and SLA.
Scope and limitations

This integration is primarily for ticket creation and operational status handling from Spotto’s ticket workflow. It is not a full two-way ticket-management sync for every Autotask field.

One provider per company

Spotto supports one active ticketing provider per company at a time. If the company is set to Jira, Halo, or ConnectWise, Autotask will not be available in the share dialog for that company.

Why use this? (Jobs, pains, gains)​

Jobs to be done​

  • When I identify a recommendation worth acting on, I want to turn it into an Autotask ticket immediately, so the work lands in the right queue with the right customer context.
  • When I manage multiple customers, I want to reuse parent credentials but still route each customer correctly, so I do not duplicate API setup unnecessarily.
  • When I validate a new integration, I want to prove ticket creation and status changes work end-to-end, so rollout does not stop at a "connection successful" banner.

What you gain​

  • Recommendation work can move into the PSA without copy/paste.
  • Default routing reduces manual triage and inconsistent tickets.
  • Parent-managed credentials simplify MSP rollouts across child companies.

Prerequisites​

  • Access to Connectors -> PSA Integration in Spotto for the company you are configuring.
  • An Autotask API user with:
    • Username
    • Secret
    • API integration code
  • An Autotask base URL for your tenant, such as https://ww3.autotask.net.
  • Permission in Autotask to create tickets and read the metadata Spotto uses for selectors such as companies, contacts, projects, contracts, queues, statuses, priorities, and SLAs. Contract visibility is controlled by the API user's Autotask security level.
  • If you want tickets routed into a specific queue, make sure the connected Autotask user is allowed to create tickets for that queue and is assigned where Autotask requires queue membership.

Parent and child company setup (MSPs)​

If you manage a parent-child company hierarchy, Autotask credentials can be stored once at the parent while child companies override routing details.

  • Parent company: stores the Autotask credentials and runs Test connection.
  • Child company: can enable Use parent credentials and save routing overrides such as customer company, contract, project, queue, status, priority, contact, resource, or SLA.
  • Precedence: per-share overrides win first, then child overrides, then parent defaults.

Step-by-step: Configure Autotask in Spotto​

  1. In the Spotto Portal, open Connectors -> PSA Integration.
  2. Confirm the correct customer/company is selected.
  3. Enable Ticketing Integrations.
  4. Select Autotask as the integration provider.
  5. Enter the connection details:
    • Base URL: your Autotask tenant URL.
    • Zone URL: optional. If omitted, Spotto will try to resolve it automatically during validation.
    • Username: the Autotask API user.
    • API integration code: the Autotask integration code.
    • Secret: the Autotask API secret for that user.
  6. (Optional) Save routing defaults for:
    • Company
    • Contract (loaded after you select an Autotask company)
    • Project
    • Contact
    • Resource
    • Queue
    • Status
    • Priority
    • Service Level Agreement
  7. Click Test connection.
  8. Resolve any permission or queue errors.
  9. Click Save/Update on the company settings page.
Zone URL resolution

If you provide only the Autotask base URL, Spotto can resolve the Autotask zone service URL during validation and save it for later metadata and ticket calls.

Secrets are write-only in the UI

Spotto stores the Autotask secret securely and will not show it again after saving. Leave the field blank to keep the stored secret, or enter a new secret to rotate it.

Company and contract selections use Autotask IDs

Search for the company, then choose a returned option. Spotto does not save unmatched typed text as a company or contract because Autotask ticket creation requires the provider ID. A contract is saved for the Spotto tenancy and is not a per-share override.

Validation (Does it work?)​

Use a real end-to-end test instead of relying only on a successful connection check.

  1. In Connectors -> PSA Integration, click Test connection and confirm the success message.
  2. Open Investigate -> Investigate -> Recommendations in Spotto.
  3. Open a recommendation detail page.
  4. Click Share recommendation and choose Autotask.
  5. Submit the share.
  6. In Autotask, confirm a ticket is created in the expected queue.
  7. In Spotto, open Tasks -> Review -> Tickets and confirm the ticket record appears.
  8. If your workflow allows it, test a status change such as In Progress to confirm the connected user has the right operational permissions.

During rollout testing, a ticket for Public IP Address Orphaned succeeded only after the integration user had the required higher-level Autotask permissions and was added to the target proactive queue. Treat queue membership as part of setup, not an optional cleanup task.

Share a recommendation with Autotask (per-share overrides)​

When you share a recommendation, Spotto pre-fills Autotask routing fields using the effective company configuration. You can override them for that one share without changing the company defaults.

Available per-share overrides include:

  • Company
  • Project
  • Contact
  • Resource
  • Queue
  • Status
  • Priority
  • Service Level Agreement

The tenancy's saved Contract is applied automatically and is not available as a per-share override.

Technical reference​

ComponentDetails
InputsCompany integration settings with base URL, optional zone URL, username, API integration code, secret, and optional routing defaults for company, contract, project, contact, resource, queue, status, priority, and SLA. Parent-managed credentials and child overrides are supported.
OutputsAn Autotask ticket created from a recommendation share action, including recommendation context and affected resources. Ticket records are visible in Tasks -> Review -> Tickets.
DefaultsSpotto can resolve the Autotask zone URL during validation and reuse saved routing defaults when sharing.
LimitationsSuccessful authentication does not guarantee ticket creation if the API user lacks ticket-create rights, queue access, or required metadata visibility.

Troubleshooting​

What you're seeing: The company selector does not show a known Autotask company.

Likely causes: The company is inactive, the API user cannot view it, or a legacy configuration contains a name without an Autotask ID.

How to fix:

  1. Enter at least two distinctive characters from the company name or its numeric Autotask ID.
  2. Confirm the company is active and visible to the API user.
  3. Select the returned option and save again to repair a legacy name-only value.

Contracts cannot be loaded​

What you're seeing: The Contract selector reports that contracts could not be loaded.

Likely cause: The API user's security level does not permit Contracts queries.

How to fix:

  1. Grant the Autotask API user read visibility for Contracts.
  2. Confirm the contract belongs to the selected Autotask company and is not expired.
  3. Reopen the company selector, select the company again, and retry the Contract selector.

Test connection succeeds, but ticket creation still fails​

What you're seeing: The connection test passes, but sharing a recommendation does not create a ticket.
Likely causes:

  • The Autotask user can authenticate but lacks higher-level permission to create tickets.
  • The user is not assigned to the required queue.
  • The target queue has workflow or membership requirements that are not met.

How to fix:

  1. Confirm the Autotask user can create tickets directly in the target area.
  2. Verify the user is assigned to the required queue.
  3. Re-run the share test after updating queue membership or permissions.

What you're seeing: Ticket creation fails or the ticket is not visible in the expected queue.
Likely causes:

  • The selected queue is valid, but the integration user is not a member of it.
  • A workflow routes the ticket elsewhere because a required field is missing.

How to fix:

  1. Add the Spotto integration user to the target queue.
  2. Check whether your Autotask workflow requires additional queue or classification defaults.
  3. Test again with a known recommendation and confirm where the ticket lands.

Do we need Type, Subtype, or Source in Spotto?​

Short answer: not necessarily.
If your Autotask workflows already stamp ticket type, subtype, or source, you can let Autotask handle those values centrally instead of blocking setup on Spotto-side mapping.

Child company users cannot edit credentials​

What you're seeing: Credential fields are unavailable on the child company.
Likely cause: The child company is configured to use parent-managed credentials.
How to fix:

  1. Edit the parent company integration to change the credentials.
  2. Use child-company routing overrides only for customer-specific defaults.

Need help?​

Contact the Spotto team via your Customer Success Manager or Contact Us if you want help validating the Autotask values, queue access, or rollout process before enabling it for users.

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