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Autotask Integration

Connect Palisade to Autotask to automatically import domains, create tickets, and synchronize billing.

Read PSA Integrations Overview first if you have not. It covers the two things that most often stop tickets reaching a PSA -- the group mapping every domain needs, and the four-hour delay before a new task is pushed.

Step 1: Create an API User​

  1. In Autotask, create a new API User under Admin.
  2. Configure the API user:
    • Set the Security Level to an API-only level.
    • Click Generate Key and Generate Secret. These are the username and password Palisade signs in with.
    • Set the API Tracking Identifier to the Palisade integration vendor.
  3. Save the API user.
tip

Copy the Key and Secret immediately. The Secret is not shown again.

Permissions the API user needs​

The security level must be able to view Companies and Contacts under CRM, and to create and edit Tickets. Contacts matter more than they look: Palisade derives each company's domains from its contacts' email addresses, so without Contacts access the company list imports fine and the domain import silently returns nothing. Palisade's Test Connection button checks for this specifically and warns you.

For billing sync, the security level also needs access to Contracts and their services.

Step 2: Create a Service for Billing​

Skip this if you are not using billing sync.

  1. Create a recurring Service in Autotask for the Palisade per-domain charge.
  2. Add that service to the contract of each customer you want billed.
warning

Palisade updates a contract service that already exists; it does not create one. If a mapped customer's contract has no services, the sync fails with "Contract has no services". If the contract has more than one service, select the specific service in Palisade's settings so Palisade knows which line to update.

Step 3: Configure in Palisade​

  1. In Palisade, navigate to the Integrations page and select Autotask.

  2. Under Credentials, enter:

    • Username -- the Key generated on the API user
    • Password -- the Secret generated on the API user
    • API URL is detected automatically from your account and does not normally need changing.

    You do not enter an API Tracking Identifier. Palisade sends its own registered vendor code.

  3. Click Test Connection, then Save.

  4. Configure the integration settings:

    • Select ticket queue -- which Autotask queue Palisade tickets are created in.
    • Map statuses -- map all six Palisade statuses to your Autotask statuses.
    • Map priorities -- map all four Palisade priority levels to your Autotask priorities.
    • Choose which tasks create tickets -- select the kinds of task that open a ticket. Every kind is selected to begin with. See Choosing Which Tickets Palisade Opens.
    • Domain Import -- whether Palisade derives domains from contact email addresses.
    • Map PSA clients -- see below.
    • Configure billing service -- the recurring service from Step 2, and the contract for each customer.

Map PSA Clients​

Palisade maps groups to Autotask clients. A group is Palisade's own grouping of domains, and it is what carries the client link. There are two ways to get a mapped group:

Import clients from Autotask. Palisade creates one group per client, already mapped, and -- if Domain Import is on -- pulls in the domains it finds on each client's contacts.

Map groups you already have. Groups you created yourself start with no client mapped, and there is no way to set the mapping while creating a group. Pick the Autotask client for each group and click Save Changes.

warning

A group with no Autotask client mapped raises no tickets at all, and neither does a domain that is in no group. If you were using Palisade before you connected Autotask, every group you made yourself is unmapped until you map it here.

When you map a group that already has open tasks, Palisade asks whether to create tickets for the tasks raised while it was unmapped. Choose Sync Tickets to push them.

Verification Checklist​

After completing the setup:

  • Connection status shows as Connected on the Integrations page, with no permission warning
  • Every group has an Autotask client mapped, and every domain is in a group
  • All six statuses and all four priorities are mapped
  • Domain import pulls the expected client domains
  • Billing service reflects the correct domain count
  • A ticket appears in Autotask for a task older than four hours
note

Sync runs one way. Palisade creates tickets and keeps their status up to date, but closing a ticket in Autotask does not resolve the task in Palisade. See Sync Runs One Way.

Troubleshooting​

No tickets are appearing​

  1. Has it been four hours? See Tickets Wait Four Hours.
  2. Is every group mapped to a client? Groups you created yourself are not mapped automatically. The blue notice at the top of the integration page counts the tasks skipped for that reason, and View Logs names the group behind each one.
  3. Is every domain in a group?
  4. Is the integration Active?
  5. Are all six statuses and all four priorities mapped?
  6. Is the task type still selected?

Domains are not importing​

  • Domain Import may be turned off in the integration's settings.
  • The API user may not be able to view Contacts under CRM. Click Test Connection -- Palisade warns about this specifically.

Billing issues​

  • "Contract has no services" -- add the Palisade service to that customer's contract in Autotask. Palisade will not create it.
  • "Contract has multiple services" -- select the specific service in Palisade's billing settings so Palisade knows which line to update.

Anything else​

Check the Logs tab on the integration page. It records every push, update and sync with the error message for anything that failed. A task that raised no ticket because its group is unmapped or its domain has no group is listed as Skipped rather than as an error, and names the group and the domain.