Autotask common questions

I don't understand the Default Material Code and Default Product Category fields. Can you explain them to me?

Autotask requires the Default Material Code and Default Product Category fields to be populated for all configurations, which is why you see them in IT Glue in the Autoask sync settings. After you integrate with Autotask, any configurations you create will push to Autotask with the default values you selected in your sync settings, if you have two-way sync enabled. These defaults may not be what you actually want each configuration item to be set to, so you may need to edit them from within Autotask to specify the actual Material Code and Product Category.

How do you setup an Integrator account in Autotask? Do I just create a regular resource? If so, what permissions does that account need?

We recommend creating a separate resource called IT Integrator, and ensuring the security level is set to "Full Access" or "System Administrator". You can also use an existing resource with the appropriate security level as your IT Glue sync credentials.

With Autotask and IT Glue, how do locations work?

Autotask doesn't support locations. Each account and subsidiary account in Autotask is designed to represent one location. Locations in IT Glue are created using the address values from Autotask Accounts and Contacts. Because Accounts/Contacts can have different addresses in Autotask, this will create separate location records in IT Glue. Changes to existing Account/Contact addresses in Autotask will result in new location records in IT Glue.

When new locations are added directly to IT Glue:

  • If the exact same address is then added to Autotask, they will match on import after the next full sync.
  • Otherwise, if you edit an organization or a contact in IT Glue and use the drop-down menu to choose a location that's not in Autotask, this will push the new address to the respective Account/Contact in Autotask.

Can we map asset types in Autotask to licenses in IT Glue? Or can we change how we enter licenses in Autotask so that they will sync with IT Glue?

While there is no way to directly map the Autotask data to licenses in IT Glue, it is possible to perform a one-time conversion. You will need to export the Autotask license data to CSV and reformat that CSV to match the structure/columns of your License flexible asset in IT Glue. For help on this, see Importing data into your account.

Are you able to map Autotask user-defined fields to fields in IT Glue?

Due to the dynamic nature of user-defined fields and API limitations, we're not able to support mapping user-defined fields to IT Glue fields.

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