Using the Autotask PSA extension

The Autotask PSA extension lets a CloudRadial AutomationAI workflow or agent read and write your Autotask data — tickets, companies, contacts, configuration items, tasks, and projects — from one set of API credentials. This article covers what the extension can do, the lookup tools that resolve the ids Autotask requires, and how to work with configuration items. It is for workspace users who build automations (Admin or Owner Role).

• Installing the Extension
• What the Extension Covers
• Resolving Required Ids
• Working With Configuration Items
• Approval and Preview

Installing the Extension

Open Extensions (/extensions), find Autotask PSA in the catalog, and install it. You supply the API user credentials Autotask issues for integrations; AutomationAI stores them for your workspace and the runner reads them at run time. See Browsing and installing extensions for the general install flow, and Managing companies and per-company credentials if you run a separate Autotask instance per client.

What the Extension Covers

The extension exposes tools across the areas an automation usually needs:

• Tickets — query, create, update, and add notes
• Companies and contacts — query, create, and update
• Configuration items — query, create, and update
• Tasks and projects — query, create, and update
• Lookups — resolve the ids the write tools require

Resolving Required Ids

Several Autotask fields are mandatory on create and take an id rather than a name — a role, a billing code, a note type, a task or project status. An agent has no way to invent those ids correctly, so the extension ships lookup tools that fetch them from your own Autotask instance:

• A general field-values lookup that returns the allowed values for a field on a given entity, covering company type, note type, publish, and task and project status
• A roles lookup, for the role and assigned-resource-role fields
• A billing codes lookup, for the billing code field

Roles and billing codes are not simple picklists in Autotask — they are records in their own right — which is why they have their own lookups rather than appearing in the field-values list. When you build a workflow that creates Autotask records, put the matching lookup ahead of the create step so the id is resolved from live data rather than hard-coded.

Working With Configuration Items

Autotask keeps two distinct fields on a configuration item, and it is easy to confuse them:

• Type is required on create. Autotask retains it for older integrations
• Category is optional, and is how assets are organized in current Autotask

Both have their own lookup tool. Set the category explicitly when you create or update an asset; leave it out and the asset lands in your Autotask instance’s default category, which is rarely what you want when you are filing assets for a specific client.

Approval and Preview

Tools that change Autotask data can be previewed rather than executed, so you can see exactly what an agent intends to do before it does it. A previewed call is marked as a preview in the run’s activity timeline and in its audit. See The Agent node for how approval behaves inside a workflow, and the AI Playground for trying a prompt against Autotask before you build anything.

If you are still having trouble, we’re here to help! Submit a ticket here for assistance, and don’t forget to check our status page to ensure there are no outages in your area.