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Triggr works with Autotask tickets, ticket notes, companies, contacts and other entities, including their fields and picklist values. It appears in Triggr as Autotask.

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Set up Autotask

1

Create an API user

Go to Admin > Admin Categories > Organization Settings & Users, open Resources/Users (HR) > Resources/Users, click New and select New API User.
2

Fill in the user

Set Security Level to API User (system) (API-only), or API User (system) Can’t Read Costs (API-only) to hide your internal costs. Email Address receives Autotask’s notifications about the integration, and Primary Internal Location sets the user’s timezone.
3

Generate the credentials

Under Credentials, click Generate Key and Generate Secret. Copy the full Username (Key), including the @ and domain, and the Password (Secret).
4

Create a tracking identifier

Under API Tracking Identifier, select Custom (Internal Integration), enter Triggr as the Internal Integration Name and copy the Tracking Identifier.
5

Save the API user

Leave Line of Business without associations and click Save & Close. Autotask won’t show the secret again.
6

Find your API zone

Open this address in a browser (no sign-in needed), replacing USERNAME with the API user’s full username:
Your API host is the url in the response up to /atservicesrest/, such as https://webservices5.autotask.net.
See Autotask’s guide to adding an API user.

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Connect it in Triggr

1

Open the integration

Go to Integrations > Autotask and click Configure on the Base Configuration card.
The Base Configuration card with Status Not Configured, Admin Consent Not Required and a Configure button.
2

Enter the credentials

Enter the Password (Secret) as Secret, your API host as Hostname (without /atservicesrest), the full username as UserName and the Tracking Identifier as ApiIntegrationCode, then click Save Configuration.
The Autotask configuration window with Secret, Hostname, UserName and ApiIntegrationCode fields, an Allow insecure TLS switch under Advanced, and a Save Configuration button.

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Map your clients

On the Client Mapping card, click Apply 100% Matches, then choose the Autotask company in Mapped to for anyone left. Only active companies of type Customer or Partner are listed. Triggr saves each match as the client’s autotaskId variable, which steps such as Create Ticket use to pick the company.
The Client Mapping card with All, Mapped and Unmapped filters, Acme Corp mapped to Acme Corp with a 75% suggested mapping, and Globex unmapped with a Select ConnectWise Manage clients dropdown.

The Client Mapping card, shown here for ConnectWise Manage as an example.

Ticket steps run against the PSA set as Default PSA: in Triggr Core, Settings > General; in Studio, Settings > Org Variables > Setup Wizard. See Connect your PSA.

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Troubleshooting

Check UserName is the full username and ApiIntegrationCode is the same user’s Tracking Identifier. In Autotask, check the API user is Active; Autotask locks it after failed sign-ins, so clear Locked if it’s ticked.
Hostname must start with https://, must not end in /atservicesrest and must be your own zone’s host.
Click Generate Secret on the API user and Save & Close. In Triggr, click Edit on the Base Configuration card and paste it into Secret.
Check the company is active and a Customer or Partner, and that the API user’s security level doesn’t hide it. Then click Refresh on Client Mapping.