Connect Autotask

QuantumOps reads your tickets from Autotask and writes back to them. It signs in with an API-only user that you create in Autotask, writes its notes under an integration code that you create, and learns about ticket changes through two webhooks. This page walks through creating those in Autotask, connecting them in QuantumOps and keeping the connection healthy. For what each QuantumOps feature does on Autotask, see What works on each PSA.

Before you start:

• You need the Administrator role in QuantumOps.
• You need an Autotask login that can create security levels, resources and integration vendors.
• You choose Autotask in the setup wizard, before the first ticket arrives. After that the choice is locked, because every ticket, agent and status id that QuantumOps stores belongs to the PSA you picked. A customer who moves to another PSA starts as a new QuantumOps tenant.

What QuantumOps uses the connection for

QuantumOps signs in to Autotask as the API user, with no person involved. It uses that access to:

• Read tickets and their notes, companies, contacts, resources, queues and the picklists your Autotask uses, so it can analyze tickets and build its dashboards and reports.
• Write to Autotask when a feature does: an analysis or research note, a reply that a technician approves, a status or assignment change, a service call for an appointment, a time entry.
• Register two webhooks, so that Autotask tells QuantumOps the moment a ticket or a ticket note is created or changed.

Every write is plain text. QuantumOps adds notes to a ticket and never edits the description or the resolution of an existing ticket, so the formatting and images your technicians put there are never overwritten.

Create the API user in Autotask

You do this in Autotask, not in QuantumOps. The setup wizard shows the same list in its Before you begin panel.

1. Copy the API User (API-only) security level. Copy it instead of editing the built-in one. Give the copy the right to create webhooks, with a maximum number of webhooks of at least 10.
2. Create the API user. Add a resource that uses the copied security level, with a user name and a strong password. Exempt it from password expiry, or QuantumOps stops working the day the password expires.
3. Create the tracking identifier. On that API user choose the integration vendor Custom (Internal Integration) and copy the integration code that Autotask shows. The code belongs to you, not to TechPulse.
4. Add a ticket source called QuantumOps to your ticket sources, so you can filter the tickets that QuantumOps creates.

Optional: to have notes carry a technician's name instead of the API user's, give the API user the impersonation right in Autotask. You then enter a resource in the connection form (see the table below).

Also decide now how customers receive replies. QuantumOps posts a reply as a customer-visible note, and Autotask e-mails it only if you have a notification rule for added notes. See Customer e-mail on Autotask and ConnectWise.

Connect Autotask in the setup wizard

1. In the setup wizard, open step 2. Under Choose your PSA, select Autotask. The page then reads Connect to Autotask.
2. Fill in the credentials card, described in the next table.
3. Select Save and test connection.
4. Set the request budget if you want a different share than the default (see Set the request budget).
5. Map your statuses and queues. See Map your PSA and check its health.
6. Choose Next.

Next stays unavailable until the connection test has succeeded and the mapping is saved. If you change a field after a successful test, the result is cleared and you test again.

Save and test connection saves the form first, then tests the saved connection. The test finds your Autotask zone from the user name, signs in, reads the Autotask version and your database's request usage, and reads one ticket. A successful test shows Connection successful, the message Connected to Autotask., the zone and version, and the web address of your Autotask. QuantumOps keeps the zone it found, so later calls skip the lookup.

If you enter a different API user name, QuantumOps forgets the zone it found, because another user can belong to another database. Test again after you change the user name.

Setup wizard step 10, Dashboard Setup, has nothing to configure on Autotask. Your technicians use the QuantumOps browser extension, which shows the same insights beside the ticket. See The browser extension on Autotask and ConnectWise.

Set the request budget

Autotask allows 10,000 API requests an hour for your whole database, and every integration you run shares them. QuantumOps takes 2,500 by default, a quarter. Change it in Hourly request budget for background sync (the card is titled Request budget). The field accepts a number from 100 to 10,000.

• QuantumOps counts every request it sends. When the count reaches the budget, background sync waits for the next hour. What a technician starts, the reads a webhook triggers and the AI pipeline keep going, and stop only when the database as a whole nears its limit (see the last point).
• After a successful test, the card shows how many of the 10,000 requests the database has used this hour, across every integration, as a bar.
• Background work slows down from 50% used, and waits at 75% used and above, whoever used the requests. At 95% used and above QuantumOps sends nothing at all, a technician's click included, until the hour rolls over, so that your other integrations keep working.
• The copy of your ticket history that QuantumOps builds for reports runs inside this budget too. See Importing your ticket history.

If you run other products against the same Autotask database, agree a split with the people who manage them, then set the figure here.

Webhooks

Autotask tells QuantumOps about changes through webhooks. When you complete the setup wizard, QuantumOps registers two in your Autotask:

The address in the name keeps webhooks apart when two QuantumOps instances share one API user. Autotask delivers webhooks only to a secure (https) address, and it asks for a deactivation address to call if it switches a webhook off. TechPulse supplies that address for your instance.

If registration fails, setup is still saved and the closing message begins Setup is saved, but and says the Autotask webhooks could not be registered, with the reason. Open the Autotask Integration section of Tenant settings and choose Recreate Webhooks. A message that says Autotask requires a deactivation address means TechPulse has not finished that part of your instance: contact support.

Recreate Webhooks is safe to run again. A webhook that is missing is created, one that points at an old address is moved to the current one, and one that Autotask switched off after repeated failed deliveries is switched back on.

Change the connection later

1. Select the gear icon in the page header. The page is titled Tenant Configuration.
2. Open the Autotask Integration section. It has four parts:
   • Health shows the state of the connection, webhooks, mapping and request budget. Select Check again to read it again. See Map your PSA and check its health.
   • The credentials card and the Request budget card, with the same fields as the wizard.
   • Edit the mapping opens the mapping for your statuses and queues.
   • Recreate Webhooks registers the webhooks again.
3. Change what you need and select Save and test connection.

Leave API secret empty to keep the stored one. A secret is only ever sent from the screen to QuantumOps, never back.

Fix common problems

Autotask refused the credentials

The message Autotask refused the API credentials (401). Check the API user name, secret and integration code. means the sign-in failed. A password that expired is the usual cause, so check that the API user is exempt from password expiry. The integration code must be the one that belongs to that API user.

The API user is not allowed to do something

The message The Autotask API user is not allowed to do that (403). Check its security level. means the security level lacks a right that the action needs. Open the security level you copied and give it the right for what you were doing.

The test says the API user cannot read tickets

The message Autotask accepted the credentials, but the API user cannot read tickets. is followed by the reason Autotask gave. Give the copied security level access to tickets.

Autotask has no zone for the user name

A message such as Autotask has no zone for that user name (zoneInformation answered 404). means Autotask does not know the user name. Check the API user name. It must be the full user name of the API-only user.

Tickets are not arriving

1. Look at the header. If it shows Paused, QuantumOps still receives webhooks but does not analyze tickets. See Pausing and resuming AI processing.
2. Open the Autotask Integration section and read Health. Fix any line that shows a problem.
3. Select Recreate Webhooks.
4. Open Pipeline Health to see tickets that were received but failed or were skipped, and why.

Background work is slow or waiting

The request budget is used up, or the database has used 50% or more of its 10,000 requests an hour (background work slows down) or 75% or more (it waits). Open the Request budget card to see the live usage. Raise QuantumOps' share only if other integrations leave room.

Notes appear under the API user

That is the default. To have notes carry a technician's name, give the API user the impersonation right in Autotask and enter a resource in Write notes as this resource.

Related pages

• What works on each PSA: which features differ on Autotask and why.
• Map your PSA and check its health: the mapping step and the health check.
• Customer e-mail on Autotask and ConnectWise: how replies reach customers.
• The browser extension on Autotask and ConnectWise: the side panel for Autotask technicians.
• Setup wizard: HaloPSA and your organization: step 2 and the organization step.
• Tenant settings: the rest of the Tenant Configuration page.