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Connecting Autotask PSA to CloudRadial Chat

Ricky Cecchini
  • Updated

The CloudRadial Chat connector for Autotask uses an API integration to connect to your PSA. This connection lets tickets be submitted to the PSA from Chat and connects Chat users to their respective tickets within Autotask.

Step 1: Create a Security Level for Chat

Creating a dedicated security level for Chat keeps the integration's permissions limited to only what's necessary, reducing the risk of security complications. The most reliable way to do this is to copy Autotask's built-in API user template rather than build a level from scratch.

  1. Log into Autotask as an Admin-level user.
  2. Go to Admin > Account Users & Settings from the menu at the top left.
  3. Select the Resources/Users (HR) dropdown.
  4. Under the Security section, select Security Levels.
  5. Locate the user titled API User (system) (API-only).
  6. Use the context menu on the left to Copy the user role. 
    • Note: Always copy this template; do not build a custom level from scratch, or required permissions may be missing.
  7. Name the new security level something identifiable, such as CloudRadial Chat Security User.
  8. (Optional) Scroll to the section labeled Other and expand it.
    • Find the Webhooks section. If you want to receive updates and notifications from Autotask when tickets change, turn this on and enter a nonzero value in the Maximum number of Webhooks field. Note: This is optional and not generally recommended due to Autotask's API limits. However, it is possible to do.
  9. Expand the Web Services API section.
    • In the Resource Impersonation table, scroll to the Service Desk and Other/Shared sections. To let Chat attribute actions (such as updating a ticket's status) to the correct Microsoft Teams user, check the boxes for Tickets, Ticket Notes, and Attachments.
  10. Click Save to finalize your selections.

Optional: Allow Chat to Impersonate Users

Optionally, you can let CloudRadial Chat impersonate a Microsoft Teams user on the MSP side. When a Teams user of the same security level as Chat takes an action, such as updating a ticket's status, the action displays as having been taken by that user. 

Note: Teams users are matched to their Autotask account by primary email address.

  1. In Admin > Account Settings & Users > Resources/Users (HR) > Security Levels, find the level(s) that match your Autotask/Teams users.
  2. Under the Web Services API section at the bottom of each level's page, find Contact Impersonation.
  3. Enable the following permissions:

Object

Add
Project Notes ✓
Task Notes ✓
Tickets ✓
Ticket Notes ✓
Attachments ✓

Step 2: Create an API User and Get API Keys

Creating the API user with the security level from Step 1 gives Chat the credentials it needs to connect to Autotask.

  1. Log into Autotask as an Admin-level user.
  2. Go to Admin > Account Users & Settings.
  3. Select the Resources/Users (HR) option.
  4. Hover over the + New button dropdown at the top left and select New API User.
  5. Under General, fill in:
    • First Name: Chat
    • Last Name: Client
    • Email Address: Your preference
    • Security Level: The level you created in Step 1
    • Primary Internal Location: Your preference
  6. Under Credentials:
    • Select Generate Key to create a Username (Key). Keep a copy for use in Chat.
    • Select Generate Secret to create a Password (Secret). Keep a copy now: it will not be visible later, so do not skip this step.
  7. Under API Tracking Identifier, ensure Integration Vendor is selected, then scroll to find and select CloudRadial - ChatAI.
  8. Select Save & Close at the top left to save the new API user.

Step 3: Enter Your API Keys Into CloudRadial Chat

Once you have your Username (Key) and Password (Secret) from Autotask, set up the connection in Chat:

  1. Log in to your CloudRadial Chat account. 
    1. You can do this in the setup wizard, or, if you're changing PSAs, under Connectors as described below.
  2. Go to Connectors from the left-hand menu and locate/select Autotask under the PSAs option. You may need to add the connector using the button at the top right.
  3. Enter the information as required.
  4. Click Save to finalize the connector.

Note: Customized alerting for specific ticket notifications is available with the Professional and Enterprise Chat subscriptions.

Troubleshooting: Connector Verification Failures

If you get a "PSA verification fails" error when adding or re-adding the Autotask connector, the most common cause is incorrect or insufficient API user permissions.

Common causes

  • Custom permission levels missing required settings. If you built a custom security level instead of copying the API User (system) (API-only) template, critical permissions may be missing. Custom levels that lack Web Services API access, Service Desk permissions, or CRM permissions will cause verification to fail.
  • Connector removed and re-added. If you previously removed the connector and are re-adding it, confirm the API user credentials are still valid and that the security level hasn't been modified since initial setup.

Resolution

  1. Go to Admin > Account Users & Settings > Resources/Users (HR) > Security Levels in Autotask.
  2. Locate the API User (system) (API-only) template.
  3. Use the context menu to Copy it into a new security level (for example, "CloudRadial Chat Security User").
  4. Assign this new security level to your API user.
  5. Return to CloudRadial Chat and re-test the connector. Verification should now succeed.

Important: Do not build a custom permission level from scratch. Always copy from the API User (system) (API-only) template so all required permissions are included.

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