Connect Autotask PSA to Conduit

This walkthrough connects Autotask PSA to Conduit. You create a dedicated API user in Autotask, then add its three credential values — username, secret, and integration code — as an organization connection in Conduit. Once connected, any MCP client your organization uses can call Autotask tools through Conduit’s gateway.

Menu labels can change

The Autotask steps below reflect Autotask’s API-user flow at time of writing; menu labels can shift between Autotask releases. If a label differs, follow Autotask’s “Define an API user” guide — it is the authority for this flow.

Before you start

You need:

• A Conduit role that can manage connections — owner or admin on your organization.
• An Autotask login with administrator rights sufficient to create API users. The API user’s security level controls what the AI can do (read tickets, create tickets, update companies, etc.), so scope it to cover what you intend to allow.

Step 1 — Create an API user in Autotask

1. Sign in to Autotask as an administrator.
2. Create a dedicated API user following Autotask’s “Define an API user” guide. Expected: Autotask issues a username (key) and a secret for the new user.
3. As part of the same flow, note the integration code associated with the API user — the tracking identifier Autotask requires on every API call. Conduit needs all three values.
4. Copy the username, secret, and integration code. Autotask shows the secret at creation — if you lose it, generate a new one for the API user.

Caution

Copy the secret now and store it somewhere safe. Don’t paste it into chat, email, or a shared document — the next step moves it directly into Conduit, which encrypts it at rest. If you accidentally expose the secret, generate a new one for the API user in Autotask first; the exposed value becomes useless as soon as it’s replaced.

Step 2 — Connect Autotask PSA in Conduit

1. In Conduit, go to Connections (/org/catalog). Expected: the vendor catalog.
2. Find Autotask PSA in the catalog (under PSA) and click Connect. Expected: a credential form with three fields.
3. Fill the fields:
   • Username — the API user’s username (key). Required.
   • Secret — the API user’s secret. Required.
   • Integration Code — the tracking identifier from Step 1. Required.
4. Click Connect. Expected: Conduit runs a two-step check — it resolves your tenant’s zone from the username, then verifies the Secret and Integration Code against that zone with an authenticated lookup. All three values are checked before you see Connected.

The credential is stored at the organization scope, so every technician in your org shares this Autotask connection. (For per-technician credentials, connect at the personal scope instead — see Vendor connections.)

Verify it worked

Connect an MCP client to Conduit — Claude Desktop, Claude Code, Cursor, or any MCP-compatible client (see Connecting an AI client) — and ask it to run a read-only Autotask tool, such as searching companies or listing recent tickets. You should get real data back, and the call appears in your audit log with the correct user, vendor (autotask), and a successful status.

Troubleshooting

Symptom	Likely cause
Connect fails with “Autotask did not recognize the username (zone lookup HTTP …)…”	The zone-lookup step rejected the username — a typo, or the API user was deactivated. Use the API user’s full username (user@domain) from the API user record in Autotask.
Connect fails with “Autotask: …” (a message passed through from Autotask)	The zone lookup returned an error, or no zone URL, for this username — the message after “Autotask:” comes verbatim from Autotask (or reads “no zone URL returned”). Verify the username against the API user record.
Connect fails with “Autotask rejected the Secret or Integration Code…”	The username’s zone resolved fine, but the authenticated check that follows rejected the Secret or Integration Code. Re-copy both from the API user in Autotask.
Connect fails with “Autotask returned an unexpected zone host…” or “…a malformed zone URL.”	Autotask’s own zone-lookup response didn’t point at a valid *.autotask.net host — uncommon. Retry, and contact WYRE support if it persists.
Connect fails with “Autotask authenticated probe returned HTTP …”	The username and zone checked out, but the authenticated metadata call returned an unexpected status — often transient. Wait a moment and retry.
Tool calls return 403 “no credentials for vendor”	Autotask isn’t connected at a scope this user can resolve. Connect it at the organization scope, or confirm the user’s team has a credential.
Tool calls succeed but specific actions are denied	The API user’s security level doesn’t cover that action. Adjust the API user’s permissions in Autotask per Autotask’s API documentation.
Need to rotate the secret	Generate a new secret for the API user in Autotask, then update the credential at /org/catalog.

Related

• Vendor connections — credential scopes, rotation, and the full vendor catalog.
• Security — how Conduit encrypts and resolves the credential you just stored.