Configure N-able N-central for use with Autotask

Configure the integration of N-able N-central with Autotask. This enables N-able N-central to push device information and updates to Autotask, ensuring that your ticketing information in Autotask is up-to-date.

N-able recommends that you do not use the duplicate ticket handling feature in Autotask. If you do use this feature, then make sure to add a unique identifier (we recommend the ActiveNotificationTriggerID notification variable) to the Subject line of the PSA notification template in N-able N-central.

You can configure your Autotask integration at the System and Service Organization level. At the Service Organization level, you can define different configurations for each SO. This enables any SO administrator to modify integration settings. At the System level, only the product administrator can modify the configuration.

  1. Click Administration > PSA Integration > Configure PSA Integration.
  2. Select Autotask from the Choose your PSA Solution drop-down list.
  3. Enter the Autotask credentials for the API User (API-only) account.

    You will need to enable the Edit Protected Data permission in Autotask.

  4. In the Ticketing Errors area, enter the email address that will receive emails for any ticketing errors.

    This account will receive notifications if N-able N-central cannot generate tickets in Autotask. For example, if there is a temporary network outage between N-able N-central and Autotask, or if the Autotask user account password has been changed and N-able N-central has yet not been updated, an email will be sent to this address to alert this person to the issue.

  5. Click Save.

To ensure the communication between N-central and Datto Autotask we will test the connection. Where a problem was detected, this results in an Error message with the cause of the failure. For example: Unable to integrate with the PSA solution due to invalid credentials. Please check that the correct credentials have been specified. If the entered credentials were correct, additional causes of this issue may be where an incorrect "Security Level" or the wrong version of N-central was selected when setting up the API User "API Tracking Identifier".