This guide walks you through configuring the Autotask integration between your Autotask instance and the usecure platform.
Part 1: Autotask Configuration
Step 1: Log In as Administrator
Log in to your Autotask service portal with an administrator account
Step 2: Navigate to Admin Settings
Click the Settings icon (cog) in the top right corner of the page
Select Admin from the dropdown menu
Step 3: Navigate to Resources/Users
Click the Account Settings & Users tab
Expand the Resources/Users (HR) section
Click on Resources/Users
Step 4: Create a New API User
Click the dropdown arrow beside the New button
Select New API User from the dropdown menu
Step 5: Configure API User Details
Fill in the following settings in the General section:
Field | Value |
First Name | Enter a descriptive first name (e.g., “usecure”) |
Last Name | Enter a descriptive last name (e.g., “Integration”) |
Email Address | Enter a valid email address for notifications |
Security Level | Select an appropriate security level for API access |
Primary Internal Location | Select your primary location |
Active | Ensure this is checked |
Note: Configure Date Format, Time Format, and Number Format according to your organization’s preferences.
Step 6: Generate API Credentials
In the Credentials section:
Click Generate Key to create a new Username (Key)
Click Generate Secret to create a new Password (Secret)
Copy both values - you’ll need them for the usecure configuration
⚠️ Important: The Password (Secret) is only shown once when generated. Make sure to copy and securely store both the Username (Key) and Password (Secret) immediately. If you lose the Secret, you’ll need to generate a new one.
Step 7: Configure API Tracking Identifier
In the API Tracking Identifier section:
Select Custom (Internal Integration) option
Enter an Internal Integration Name (e.g., “usecure Integration”)
Copy the generated Tracking Identifier - you’ll need this for the usecure configuration
⚠️ Important: The Tracking Identifier cannot be changed once assigned. Make sure to copy it before saving.
Step 8: Save the API User
Click Save & Close to create the API user
Verify you have copied the following values:
Username (Key)
Password (Secret)
Tracking Identifier
Part 2: usecure Platform Configuration
Step 1: Navigate to PSA Tools Settings
Log in to the usecure platform
Go to NFR Settings (or your applicable settings page)
Select PSA Tools from the menu
Step 2: Enable and Configure PSA Integration
On the Configuration tab:
Toggle Enable PSA Tools to ON
Select AutoTask from the PSA Type dropdown
Fill in the following fields:
Field | Value |
Base URL | Your Autotask zone API URL (see table below) |
Username | The Username (Key) generated in Part 1 |
Secret | The Password (Secret) generated in Part 1 |
Integration Code | The Tracking Identifier generated in Part 1 |
Click Save to store your configuration
Autotask Zone API URLs
Select the Base URL that matches your Autotask zone. The zone number typically appears in your Autotask URL (e.g., webservices3.autotask.net for America East).
For the most up-to-date zone information, refer to the Autotask API Zones documentation.
Zone | API URL |
Pre-release |
|
Pre-release (UK) |
|
Limited Release |
|
Limited Release (UK) |
|
America East |
|
America East 2 |
|
America East 3 |
|
America West |
|
America West 2 |
|
America West 3 |
|
America West 4 |
|
UK |
|
UK2 |
|
UK3 |
|
Australia / New Zealand |
|
Australia 2 |
|
Pre-Release (Deutsch) |
|
Pre-Release (Español) |
|
German (Deutsch) |
|
EU1 (English Europe and Asia) |
|
Spanish (Español) |
|
Step 3: Configure Event Settings
Navigate to the Event Settings tab to configure which events trigger ticket creation.
Enable Phishing Failure Events - Toggle to enable/disable
Ticket Type ID - Enter the Autotask ticket type ID for these events (optional)
Category - Enter the category for the tickets (optional)
Tip: You can leave these fields blank to use the default settings. If you encounter any issues with ticket creation, you can update these values as needed.
Step 4: Configure Customer Sync
Navigate to the Customer Sync tab to map usecure customers to Autotask accounts.
Include my company in the customer sync - Toggle if you want to include your own company
For each customer listed, enter the corresponding PSA Customer ID from Autotask
Finding Autotask Account IDs
To find an account’s ID in Autotask:
Navigate to CRM in the left sidebar
Click on Accounts
Search for and select the account you want to map
The Account ID is displayed in bold near the top of the account detail page (e.g., “ID 29683567”)
Troubleshooting
Common Issues
Issue | Solution |
Authentication failed | Verify your Username (Key), Password (Secret), and Integration Code are correct. Ensure the API user is active. |
401 Unauthorized errors | Check that the API user has the appropriate security level and permissions. |
403 Forbidden errors | Verify the API user has access to the required Autotask modules. |
Invalid Base URL | Ensure you’ve selected the correct zone API URL for your Autotask instance. Check your Autotask URL to identify your zone. |
Tickets not creating | Verify the Ticket Type ID and Category are valid in your Autotask configuration, or leave them blank to use defaults. |
Customer sync issues | Double-check the PSA Customer IDs match the correct accounts in Autotask. |
Zone mismatch | Your API zone must match your Autotask instance zone. Refer to the zone table above. |
Verifying Your Configuration
After completing the setup:
Test the connection using the usecure platform’s test functionality (if available)
Trigger a test event to verify tickets are being created correctly
Check the Autotask tickets list to confirm the integration is working
Checking API User Status
To verify your API user is active:
Navigate to Settings → Admin → Resources/Users in Autotask
Search for your API user
Ensure the Active checkbox is checked
Verify the API credentials have not been regenerated
Security Best Practices
Use a dedicated API user specifically for the usecure integration
Grant only the minimum required security level to the API user
Regularly rotate API credentials (generate new keys and update the usecure configuration)
Monitor API usage in Autotask for any unusual activity
Never share your API credentials or Tracking Identifier publicly
Keep the API user account locked when not actively configuring
Additional Resources
Autotask API Zones Documentation - Zone URLs and version information
Autotask REST API Documentation - Official API reference