Autotask integration

What it does

• Imports the Autotask companies you choose as xClause clients.
• Imports company contacts as client users, for the companies and people you choose.
• Imports company locations as client sites.
• Imports configuration items (devices) as managed endpoints on each client's Managed Assets page.
• Creates a company in Autotask when you add a new client in xClause (single or bulk), if Push new clients to Autotask is on.
• Creates, updates, and deletes the matching Autotask configuration item when you add, edit, or delete a managed endpoint in xClause.

Before you start

In xClause

• The integration card is on Settings > Integrations. That page is not available on the MSP Starter plan; xClause sends MSP Starter accounts to the billing page.
• xClause does not check for an admin role when you connect. Any user in your xClause company can connect, update, or disconnect Autotask, so use an account that should manage integrations.

In Autotask

• An API-only user. xClause asks for its username, its password, and its API tracking identifier.
• The xClause card says the tracking identifier is on the user's Security tab in Autotask (Manage Resource).
• The user needs access to the Autotask data listed under Permissions the API account needs. xClause does not name a specific security level.

Connect

1. In xClause, go to Settings > Integrations.
2. Under PSA & RMM, click Autotask. A panel opens with the Autotask integration card.
3. Click Connect to Autotask.
4. Fill in the three required fields:
   • Username: the API user's email (for example apiuser@company.com).
   • Password: the API user's password.
   • API Tracking Identifier: the identifier from the API user's Security tab.
5. Click Connect.

xClause uses the username to look up your Autotask zone, saves the credentials, and tests them by querying companies. If the test passes, the card shows a Connected badge, your Zone, and Active companies in Autotask.

Connecting does not import any clients. To import clients, use the Clients & users row on the card:

1. On the Autotask integration card, find Clients & users and click Manage.
2. Optional: turn on Keep picked clients' contacts updated on each Autotask sync if you want new contacts imported automatically on later syncs. The list of Autotask orgs shows either way, and nothing is imported until you pick it.
3. Check Import this org as a client for each Autotask company you want, and choose which of its contacts become users (everyone, selected people, or nobody).
4. Click Save.

To change the credentials later, click Update connection and enter all three fields again. If the new credentials fail the test, xClause restores the previous ones and keeps the existing connection.

Permissions the API account needs

The API user must be able to do the following in Autotask. This list comes from the calls xClause makes.

Autotask area	What xClause does there	Access
Companies	Lists active companies (the company count, the Manage list, and sync). Creates a company when you add a new client in xClause and Push new clients to Autotask is on.	Read and write
Company contacts	Reads contacts for each imported company.	Read only
Company locations	Reads each imported company's locations.	Read only
Configuration items	Reads each imported company's devices. Creates a configuration item when you add a managed endpoint. Updates it when you edit the endpoint. Deletes it when you delete the endpoint.	Read and write, including delete

Notes:

• Deleting a managed endpoint in xClause that came from Autotask also deletes its configuration item in Autotask.
• If you turn off Push new clients to Autotask and never edit endpoints, xClause only reads.
• xClause does not write contacts or locations to Autotask.

What syncs, and which direction

Data	Direction	What triggers it
Companies	Autotask to xClause	You import them in Clients & users > Manage. Sync all refreshes only companies you have already imported.
Contacts	Autotask to xClause	Sync all, for companies you imported, according to the people you chose in Manage.
Sites	Autotask to xClause	Sync all, when Sync sites from Autotask is on.
Devices (configuration items)	Autotask to xClause	Sync all, for companies you imported. They appear as managed endpoints.
New clients	xClause to Autotask	You create a client (single or bulk) with Push new clients to Autotask on.
Managed endpoints	xClause to Autotask	You add, edit, or delete an endpoint on the client's Managed Assets page. Edits and deletes apply only to endpoints that already have an Autotask device ID.

How it works:

• Sync all is the only manual sync button. It does not import new clients.
• xClause does not run a scheduled Autotask sync. Data refreshes only when you click Sync all.
• Opening the Integrations page checks the connection and recounts active companies in Autotask.
• Outbound changes (new clients and endpoint changes) happen when you save in xClause. If Autotask rejects one, xClause does not show an error and the xClause change still saves.
• The Sync contacts from Autotask switch does not control which users are imported. Clients & users > Manage does.

Troubleshooting

What you see	What it means and what to do
"Please provide username, password, and API tracking identifier"	One of the three fields is empty. Fill in all three.
"Could not determine Autotask zone. Check your username format (e.g. email)."	Autotask did not recognize the username. Use the API user's full email.
"Failed to connect to Autotask. Please check your credentials and API tracking identifier."	First connection failed the test. Re-check the username, password, and tracking identifier.
"Those credentials did not work, so we left your existing Autotask connection as it was. Check the API user, password and tracking identifier and try again."	An update failed the test. The old credentials are still saved. Correct the new ones and retry.
"Failed to connect to Autotask"	An unexpected error. Try again.
Reconnect needed badge, "Autotask credentials are incomplete."	Stored credentials are incomplete. Click Update credentials and enter all three fields.
Not responding badge, "Autotask isn't responding."	xClause could not get a working answer. This can be revoked credentials or an Autotask outage, and xClause cannot tell which. Click Check again. If it keeps failing, click Update credentials.
Status unknown badge, "We couldn't reach Autotask just now."	Nothing was disconnected. Click Check again.
"We couldn't load your Autotask connection status."	A problem reading status, not a verdict on the connection. Click Try again.
Active companies in Autotask shows a dash with a note that Autotask answered part-way through your company list	The company list could not be read in full, so xClause shows no number. Refresh later.
"Failed to connect to Autotask. Please check your connection." when you click Sync all	The connection test failed. See the Not responding row.
"Nothing to refresh yet: none of your N Autotask companies have been imported into xClause..."	You have imported no companies. Use Clients & users > Manage.
"Sync completed with N errors. Check console for details."	Some items failed. xClause does not list them on screen. Run Sync all again. If the count stays the same, contact xClause support.
"Sync completed - no changes needed"	Nothing changed since the last sync.
"We couldn't save that setting"	A switch change did not save and was reverted. Try again.

Disconnecting

1. On the Autotask integration card, click Disconnect.
2. Confirm the prompt.

Disconnecting removes the stored credentials and the sync switches on the card. Your imported clients and the per-client settings under Clients & users are left alone, and reconnecting picks them back up. xClause does not call Autotask when you disconnect, so the API user stays active in Autotask until you change it there.