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Integrating Autotask with imper.ai

Overview ​

This guide walks an Autotask administrator through the steps to connect an Autotask PSA tenant to imper.ai. After completing it, new tickets in Autotask trigger identity verification through imper.ai automatically, and verification outcomes are written back to the originating ticket.

The connection is set up once. Most of the wiring (zone resolution, webhook registration, field subscription) happens automatically when you click Connect on the imper.ai side. The work on your side is to provision an API user with the right permissions and hand four values to imper.ai.

NOTE

You do not need to manually create a webhook in Autotask, copy a callback URL, or paste a shared secret. imper.ai performs those steps over the Autotask REST API on your behalf.

What you will set up ​

You provide:

  • An Autotask API user with appropriate security access.

  • An API Tracking Identifier (Integration Code).

  • Four values copied from the API user and the tracking identifier.

  • Optional custom UDF to display imper.ai verification results.

imper.ai handles:

  • Resolving your tenant's Autotask zone.

  • Validating the credentials.

  • Creating the Tickets webhook in your Autotask tenant.

  • Subscribing the webhook to the ticket fields it needs.

  • Tearing the webhook down if you ever disconnect.

Prerequisites ​

Autotask permissions required on the API user ​

Provision (or duplicate and customize) a security level for the API user that grants the following object access. Autotask's permission model is per-object and per-action (View / Add / Edit / Delete plus a separate API access toggle).

ObjectRequired accessWhy
TicketsView, Add, EditRead inbound tickets, create tickets (only if you enable that flow), set status, resolution, and UDFs on completion.
Ticket NotesView, AddPost the verification outcome and progress notes.
ContactsViewResolve the requester's email and phone for verification.
ResourcesViewResolve the assigned-agent email when relevant.
CompaniesViewUsed to fall back to a default company when a contact lookup misses.
Ticket UDFsRead and Write on the UDFs you want imper.ai to populateOptional. Only needed if you write the verification output to a UDF instead of a Ticket Note.
Webhooks (TicketWebhooks and TicketWebhookFields)View, Add, Edit, Deleteimper.ai registers and tears down its own webhook on connect and disconnect.
Web Services API accessEnabledRequired for any REST API call.

NOTE

Copy from Autotask's built-in API User (system) security level and grant the additional Webhook permissions. Do not reuse a regular human-user security level. Autotask licenses API users separately, and human-user security levels may not include the API access toggle.

API Tracking Identifier ​

Generate (or reuse) an API Tracking Identifier under:

Admin > Extensions & Integrations > Other Extensions & Tools > Integration Vendors > API Tracking Identifiers

Pick Custom (Internal Integration) unless imper.ai has issued you a vendor-specific identifier. Save the resulting GUID; you will need it later.

Information you will provide to imper.ai ​

Four values, all required.

FieldWhat it is
Email AddressThe login email address of the API user.
Username (Key)The API user's login name. Sent as the UserName request header.
Password (Secret)The API user's password. Sent as the Secret request header.
Tracking IdentifierThe API Tracking Identifier value (a GUID).

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Setup ​

Step 1 - Create the security level ​

  1. In Autotask, go to Admin > Resources/Users (HR).

  2. Click Security Level under Security.

  3. CopyAPI User (system) (API-only) and edit the copy.

  4. Add the following permissions:****

    1. Under Other > Webhooks - enable and allow 1 webhook

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 2. **Edit** access on any UDFs you intend to write into.

Step 2 - Create the API user ​

  1. In Autotask, go to Admin > Resources (Users).

  2. Click New API User (the API-user variant, not New Resource).

  3. Fill in the following fields:

    1. First Name / Last Name - for example, Imper Integration.

    2. Email Address - can be imper.integration@imper.ai

    3. Username - generate automatically.

    4. Password - generate automatically.

    5. Security Level - pick (or duplicate then customize) one matching the permissions table above.

  4. In the API Tracking Identifier section, choose Custom (Internal Integration). Copy the resulting API Integration Code (a GUID).

  5. Save.

Step 3 - Send the four values to imper.ai ​

Paste these four values into the integration setup screen:

user_email:            <api-user email>
username:              <api-user UserName>
secret:                <api-user password>
api_integration_code:  <API Tracking Identifier GUID>

If you’ve set up a UDF, provide its name to your imper.ai contact.

Step 4 - Click Connect in imper.ai ​

When you trigger the connect, imper.ai automatically:

  1. Resolves your Autotask zone (the per-tenant base URL such as webservices15.autotask.net).

  2. Validates the four credentials. If anything is wrong, the connect fails with a message indicating which input to re-check.

  3. Registers a webhook in your Autotask tenant called imper.ai - Ticket Created , subscribed to ticket create events.

  4. Subscribes that webhook to the standard ticket fields it needs (id, ticket number, status, priority, contact, company, assigned resource, and so on).

  5. Marks the integration Connected on its side.

You can confirm the new webhook under:

Admin > Extensions & Integrations > Other Extensions & Tools > Outgoing Webhooks > Ticket Webhooks

Step 5 - Disconnecting ​

When you trigger a disconnect on imper.ai's side, imper.ai deletes the webhook from your Autotask tenant and deactivates the integration on its side. If the deletion fails for any reason (for example, the API user was already removed), you can manually delete the webhook from the Ticket Webhooks admin screen. There is nothing else to clean up in Autotask.

Things to avoid after connecting ​

NOTE

The actions below will break the connection until you disconnect and reconnect from imper.ai .

  • Do not change the API user's password without re-entering the new password intoimper.ai. Authenticated calls will start returning 401 immediately.

  • Do not delete the API Tracking Identifier while the integration is active.

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