Autotask Integration

This integration syncs Autotask PSA data into Resplendent Data through the Autotask REST API.

It is a read-only, poll-based integration: Resplendent queries Autotask on a schedule and does not register or rely on webhooks.

What you can sync:

• Customer context: Companies, Contacts, Resources, ConfigurationItems
• Service desk: Tickets, ServiceCalls, ServiceCallTasks, ServiceCallTaskResources, ServiceCallTickets, ServiceCallTicketResources, Time Entries
• Projects: Projects and Tasks
• Contracts and billing: Contracts, ContractMilestones, ContractRates, ContractServiceBundles, ContractServices, ContractServiceUnits, Services, Products, Invoices
• Sales: Opportunities

Supported datasets in the current integration:

• Companies
• ConfigurationItems
• Contacts
• ContractMilestones
• ContractRates
• ContractServiceBundles
• ContractServices
• ContractServiceUnits
• Contracts
• Invoices
• Opportunities
• Products
• Projects
• Resources
• ServiceCalls
• ServiceCallTaskResources
• ServiceCallTasks
• ServiceCallTicketResources
• ServiceCallTickets
• Services
• Tasks
• Tickets
• Time Entries

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How datasets relate

Most Autotask reporting starts from a small set of numeric ID join paths. Use the fields below as your default links in the app.

Start dataset	Join column	Related dataset	Related column	Typical use
Companies	id	Contacts	companyID	Contacts by customer
Companies	id	Contracts	companyID	Contracts by customer
Companies	id	Projects	companyID	Projects by customer
Companies	id	Tickets	companyID	Ticket volume by customer
Companies	id	ServiceCalls	companyID	Service calls by customer
Companies	id	ConfigurationItems	companyID	Configuration items by customer
Companies	id	Invoices	companyID	Invoices by customer
Companies	id	Opportunities	companyID	Sales pipeline by customer
Companies	id	Opportunities	companyID	Sales pipeline by customer
Contacts	id	Opportunities	contactID	Opportunities tied to a contact
Contacts	id	Opportunities	contactID	Opportunities tied to a contact
Contracts	id	ContractMilestones	contractID	Milestones billed against a contract
Contracts	id	ContractRates	contractID	Hourly rates tied to a contract
Contracts	id	ContractServiceBundles	contractID	Service bundles attached to a contract
Contracts	id	ContractServices	contractID	Services attached to a contract
Contracts	id	ContractServiceUnits	contractID	Unit counts and pricing periods on a contract
Contracts	id	Projects	contractID	Projects tied to a contract
Contracts	id	Tickets	contractID	Tickets tied to a contract
ContractServices	id	ContractServiceUnits	contractServiceID	Quantity / units history for each contract service
Services	id	ContractServices	serviceID	Service metadata such as name or period type
Services	id	ContractServiceUnits	serviceID	Unit rows grouped by service
Projects	id	Tasks	projectID	Project workload and task completion
Projects	id	Tickets	projectID	Tickets associated with a project
Tasks	id	Time Entries	taskID	Time logged against tasks
Tickets	id	Time Entries	ticketID	Time logged against tickets
ServiceCalls	id	ServiceCallTasks	serviceCallID	Tasks linked to a service call
ServiceCalls	id	ServiceCallTickets	serviceCallID	Tickets linked to a service call
ServiceCallTasks	id	ServiceCallTaskResources	serviceCallTaskID	Resources assigned to service-call tasks
ServiceCallTickets	id	ServiceCallTicketResources	serviceCallTicketID	Resources assigned to service-call tickets
Resources	id	Opportunities	ownerResourceID	Opportunities owned by a resource
Resources	id	Opportunities	ownerResourceID	Opportunities owned by a resource
Resources	id	Tickets	assignedResourceID	Assigned technician on tickets
Resources	id	ServiceCallTaskResources	resourceID	Assignments on service-call tasks
Resources	id	ServiceCallTicketResources	resourceID	Assignments on service-call tickets
Resources	id	Time Entries	resourceID	Time by technician

Common join patterns

• Contract service quantity: Join ContractServices.id = ContractServiceUnits.contractServiceID. This is the clearest way to bring unit counts into reporting.
• Contract service details: ContractServices already hydrates serviceName and servicePeriodType. ContractServiceUnits also hydrates unitPrice, serviceName, and servicePeriodType, so you often do not need an extra join to Services just to label unit rows.
• Opportunities pipeline: Join Opportunities.companyID = Companies.id to see pipeline by customer, or Opportunities.ownerResourceID = Resources.id to see pipeline by owner. Opportunities hydrates companyName and ownerResourceUserName, so simple reports may not need the extra join.
• Service call assigned resources: ServiceCallTaskResources is the cleanest assignment table. The integration hydrates serviceCallID, taskID, and resourceUserName onto it, so you can usually join it directly to ServiceCalls.id on serviceCallID.
• Service call ticket assignments: ServiceCallTicketResources hydrates serviceCallID, ticketID, and resourceUserName, so it can usually join directly to ServiceCalls.id or Tickets.id. If you need the explicit bridge path, use ServiceCalls.id = ServiceCallTickets.serviceCallID and ServiceCallTickets.id = ServiceCallTicketResources.serviceCallTicketID.
• Time against contract work: Join Time Entries.contractServiceID = ContractServices.id, Time Entries.contractServiceBundleID = ContractServiceBundles.id, or Time Entries.contractID = Contracts.id depending on whether you want service-, bundle-, or contract-level reporting.
• Project execution: Join Projects.id = Tasks.projectID, then Tasks.id = Time Entries.taskID to compare planned work to logged work.
• Customer billing: Join Invoices.companyID = Companies.id for invoice totals by customer, or Contracts.companyID = Companies.id for agreement reporting.
• Configuration items under agreements: Join ConfigurationItems.companyID = Companies.id for customer inventory and ConfigurationItems.contractID = Contracts.id for agreement-linked assets.

Hydrated helper columns

• Contracts adds companyName and billToCompanyName.
• Opportunities adds companyName and ownerResourceUserName.
• Tickets adds companyName plus several *UserName helper columns such as assignedResourceUserName.
• Time Entries adds resourceUserName, creatorUserName, lastModifiedUserName, and other resource-name helpers.
• ContractServices adds serviceName and servicePeriodType.
• ContractServiceUnits adds unitPrice, serviceName, and servicePeriodType.
• ServiceCallTasks adds assignedResourceID, taskNumber, title, and assignedResourceUserName.
• ServiceCallTaskResources adds serviceCallID, taskID, and resourceUserName.
• ServiceCallTickets adds assignedResourceID, ticketNumber, title, and assignedResourceUserName.
• ServiceCallTicketResources adds serviceCallID, ticketID, and resourceUserName.
• Invoices adds companyName, creatorResourceUserName, and voidedByResourceUserName.

Picklists and join keys

• The integration resolves Autotask picklist values to labels during sync by calling Autotask’s /entityInformation/fields endpoint.
• Because of that, many reporting dimensions are already readable labels rather than foreign keys. Examples include status, priority, queueID, ticketType, and serviceLevelAgreementID.
• Some of those fields still end in ID, but the synced value is already the label. Do not use those as join keys.
• Use raw relationship fields such as companyID, contractID, projectID, taskID, ticketID, serviceCallID, resourceID, and contractServiceID for joins.
• ContractServiceUnits is time-sliced. A single contractServiceID can have multiple rows across billing periods, so include startDate / endDate when charting unit changes over time.

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Part 1: Create a custom security level

Create a read-only security level for the API user. The integration only queries Autotask; it does not write back.

1. Navigate to Security Levels

• In Autotask, hover over the Admin icon
• Click Account Settings & Users
• Expand Resources/Users (HR)
• Click Security Levels

2. Copy an existing level

• Find API User (system) (API-only)
• Right-click and select Copy

3. Configure general settings

• Name: Resplendent Data API User
• Active: Checked

4. Grant query permissions

For this integration, the important requirement is API query access to the entities you want to sync.

• In Web Services API, enable View (Query) for each dataset you plan to sync.
• If you want the full integration, enable query access for all of the datasets listed earlier on this page.
• Make sure the security level can also see the same records in the corresponding Autotask modules. If a dataset preview fails in Resplendent with a permissions warning, that entity type is still missing access.
• If you want ConfigurationItems, make sure the API user can query and view configuration items in Autotask.
• Webhooks are not required for this integration.

5. Save

Click Save & Close.

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Part 2: Create the API user

Now create the user account that uses the security level you just made.

1. Navigate to Resources

• Go to Admin > Resources/Users (HR) > Resources/Users
• Hover over the arrow next to New and select New API User

2. Fill in details

• First Name: Resplendent
• Last Name: Data
• Security Level: Select Resplendent Data API User

3. Generate credentials

• Username (Key): Click Generate Key. Save this immediately.
• Password (Secret): Click Generate Secret. Save this immediately.

4. Select integration vendor

• If the API Tracking Identifier section is present, select Resplendent Data as the Integration Vendor.

5. Save

Click Save & Close.

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Part 3: Connect to Resplendent Data

1. Find your zone number

Look at your Autotask URL. If it’s https://ww2.autotask.net, your zone number is 2.

2. Add the connection

• Log in to Resplendent Data
• Click Integrations in the sidebar
• Find Autotask and click + Connect
• Fill in:
  • API Username: The Key from Part 2
  • API Password: The Secret from Part 2
  • Zone Number: From your URL
  • Connection Title: Something like “Autotask Production”

3. Finalize

• Click Save & Test
• Once verified, click Sync Dataset to start pulling data

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Sync behavior

• The integration is poll-based. It does not use Autotask webhooks or callback pushes.
• Autotask limits responses to 500 rows per request, so large initial syncs and backfills are automatically paged.
• Incremental refresh is currently supported for Companies, Contacts, ContractMilestones, Contracts, Opportunities, Products, Projects, ServiceCalls, Services, Tasks, Tickets, Time Entries, ConfigurationItems, and Invoices.
• ContractRates, ContractServiceBundles, ContractServices, ContractServiceUnits, Resources, ServiceCallTasks, ServiceCallTaskResources, ServiceCallTickets, and ServiceCallTicketResources are currently treated as non-incremental tables.
• Ticket deletions are tracked through Autotask DeletedTicketLogs, so deleted tickets can be removed on refresh. Other datasets do not currently emit explicit delete events through this integration.

User-defined fields

Autotask user-defined fields (UDFs) are expanded into individual columns during sync. Each UDF becomes its own column with (UDF) appended to the name. Spaces in the original UDF name are replaced with underscores, so a UDF named Opportunity Type appears as Opportunity_Type(UDF).

UDFs are available on these datasets:

• Companies
• Contracts
• Opportunities
• Resources
• Tickets
• Time Entries

How UDF columns behave

• If you select specific UDF columns in a dataset configuration, the integration fetches all standard fields plus the UDFs. This happens because the Autotask API only returns userDefinedFields when no column filter is applied.
• UDF string values are not truncated to 256 characters.
• If a UDF contains a list value, it is stored as a serialized JSON string in the column.
• Rows without a particular UDF show NULL for that column.

Related topics

• Managing Datasets
• Data Sources overview
• Tier limits