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Autotask setup

Create the API user, connect it, map companies.

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Connect Autotask PSA so BackupSentinel incidents open, update and complete Autotask tickets. How tickets behave is described in PSA ticketing.

Before you start

You need an Autotask administrator to create an API user, and BackupSentinel's Growth or Pro plan (or the free trial). Autotask API users do not use a licence.

1. Create the API user in Autotask

  1. In Autotask, open Admin → Account Settings & Users → Resources/Users (HR) → Resources/Users, and choose New → New API User.
  2. Fill in a name and an email address, for example backupsentinel-api@yourmsp.com. This is the API user.
  3. Set the Security Level to API User (API-only), or a copy of it narrowed to tickets and companies.
  4. On Credentials, generate the Secret.
  5. On API Tracking Identifier, choose Integration Vendor: Custom (Internal Integration) and generate the Tracking Identifier.
  6. Save.

2. Connect it in BackupSentinel

In Settings → Integrations → PSA ticketing → Autotask, enter the API user (email), its secret and the tracking identifier.

Optionally, add an Impersonation resource ID so tickets and notes show a named resource instead of "API User".

Choose Connect and test. BackupSentinel finds your Autotask zone from the API user (you never type a zone or server address) and checks the credentials.

3. Map and switch on

MappingNotes
QueueRequired.
Issue type, Sub-issue typeOptional; the sub-issue types listed are those of the chosen issue type.
Status for new ticketsRequired, usually New.
Status when the backup recoversUsually Complete. Leave empty to only add a note.
Status when an incident is reopenedAn open status, e.g. In Progress.
Note type, Note visibilityRequired by Autotask for every note.
PrioritiesRequired: one for failures and missing backups, one for warnings.

Every list is read from your Autotask picklists; no id is hard-coded. New tickets get a due date 24 hours after creation, unless your ticket category sets its own.

Then map clients to Autotask companies and switch on, as in PSA ticketing.

Good to know

  • Each ticket's External ID is the incident reference (BS-…), so BackupSentinel finds its own ticket exactly when it retries.
  • Autotask allows 10,000 API requests an hour per database, shared with every other integration you run, and adds latency as you approach it. It also allows 3 requests at a time per endpoint. Ticket updates for one connection are sent one at a time, and BackupSentinel backs off on HTTP 429.
  • The ticket link opens the ticket in Autotask's web interface for your zone.