Integrating IT Glue, Autotask, and Datto RMM

IT Glue, Autotask, and Datto RMM are all powerful tools that allow you to do quite a bit, but when they are linked together, they can really help to streamline your workflows.

In order to avoid issues that require manual fixes, we have created this guide to help you link the three systems together.

NOTE  It is recommended that this guide is followed in order as much as possible, to avoid issues where the integrations will not work as expected. If you already have configured any of these integrations, review the relevant sections and compare your settings to our recommended best practices below.

The below guide will walk you through the steps you need to take to link these three powerhouses together.

Autotask PSA is the first component of this integration that needs to be configured. Some of the highlighted features of this integration are: 

  • Autotask organizations can be mapped to one or multiple Datto RMM sites via either platform.
  • Datto RMM device types can be mapped to Autotask products and configuration item types.
  • The single sign-on (SSO) functionality allows you to be automatically logged in to Datto RMM if you are already logged in to Autotask and you click an SSO-enabled link from within Autotask.

But there are several more features of this integration. To learn more about this integration, refer to our full article on the Autotask Integration.

If you've already configured this integration, review the steps below to ensure proper configuration.

  1. Create an API user in Autotask PSA. Go to Admin > Resources, and choose New API User.
  2. When configuring the new API user, select the API User security level, and the Datto RMM API Tracking identifier.

    NOTE  When creating them API user, make sure to take note of the credentials that you create, as you will not be able to recover the password/secret key from the user record in Autotask once it has been saved.

  3. Once the user is created, before you use it to link Autotask PSA to Datto RMM, make sure to go to configure the Protected Data Permission for the API user you just created to give it “Edit Protected Data” access. Without this access, you will not be able to properly sync your data from Datto RMM into Autotask PSA. You can set this in Autotask in Admin > Company Settings & Users > Resources/Users > Security > Protected Data Permission.

Now, with the API user created and properly configured, log in to Datto RMM, and enable the Autotask integration, following the steps here. A summary of these steps is below:

  1. In Datto RMM, navigate to Setup > Integrations > Autotask.
  2. In the API Credentials tab selected by default, click Turn On.
  3. Enter your Autotask Username (Key) and Password (Secret) from the API user you created in the previous step to enable the integration between Datto RMM and Autotask.
  4. Select which account types from Autotask you wish to map to Datto RMM in the Account Types to Map field. To start, it is recommended to only select the Customer account type, as typically only full customers should be synced with Datto RMM.
  5. Click Save and check now.

    NOTE  Once you click Save and check now, the other tabs will be disabled until the initial sync finishes.

  6. Upon successful connection, the authentication button will be disabled and will display Saved and authenticated.

At this point, we are going to configure Device Sync in the integration, but we are going to leave the Map Devices switch at the top of the page off for now. The general guide for this is located here, but since we are going to be integrating with IT Glue, we need to configure this as described below: 

  1. In Datto RMM, navigate to Setup > Integrations > Autotask and go to the Devices tab.

  2. Under Device Mapping, ensure that the Map Devices slider is set to the off position for now.

  3. In the Material Code drop-down menu, select the Autotask material code that will be used for all devices mapped from Datto RMM to Autotask. If you are not sure what to use, Hardware is typically the default option. You can always change the material code of the product in Autotask if needed.

  4. Specify how Datto RMM should sync device information to Autotask configuration items. The two options, Overwrite PSA Reference Name when different from RMM Hostname and Overwrite PSA Reference Number when different from RMM Device ID by default are both enabled. It is recommended you leave them both enabled.

  5. Next, map the Datto RMM device types to Autotask products and configuration item types. When using IT Glue with Autotask and Datto RMM, it is important that both the Autotask Product and Autotask Configuration Item Type are both configured. You can choose to let Datto RMM create new products in Autotask if you don't want to use any of the existing products, but Configuration Item Types must exist in Autotask to be selected.

    IMPORTANT  If you are planning to integrate Autotask with IT Glue, then it is absolutely necessary to make sure that devices synced over from Datto RMM to Autotask PSA have an assigned configuration item type. Devices in Autotask that have a blank configuration item type will only be pulled into IT Glue if the Sync Configuration Items without Configuration Item Types option is checked. These items will display a generic Autotask Default configuration type, which will require a manual fix. If you need to add additional configuration item types in order to complete this mapping, refer to this article.

    NOTE  If you don't have Configuration Item Types in Autotask that correspond to all the device types you're going to be managing in Datto RMM, it's recommended that you create those configuration item types in Autotask before continuing with this configuration. For more information on creating configuration item types in Autotask PSA, refer to this link.

  6. Once you’ve configured the device type mapping, click Save in the upper right corner. This will establish the mapping of the different device types to the products you selected in the previous step, and change their Autotask product from Create New to an automatically generated product name, such as RMM_Desktop.

    NOTE  You may have to wait about a minute and refresh the page to see this change.

  7. Log in to Autotask and make sure that any device types you synced with the Create New option under Autotask Product have had their corresponding product created.

    To do this , in Autotask, go to Admin > Features & Settings > Products, Services, and Inventory > Products and confirm two things for each Product that is now linked to Datto RMM:

    1. Confirm that any new products that were listed in the devices tab of the Autotask integration in Datto RMM have been created.

      NOTE  There is no indication in Autotask as to which device type the products are linked to. You can confirm which device type is linked to a product in Integrations > Autotask in Datto RMM.

    2. Ensure that all products that are linked to device types in Datto RMM have a Default Configuration Item Type assigned to them. You can do this by clicking on the product name in the list of products, in the Edit Product screen.


  8. Once you’ve confirmed that all products that are linked to Datto RMM device types are properly configured with a default configuration item type, you can start syncing your devices over by turning on the Map Devices switch in Datto RMM in the Devices tab of the Autotask integration configuration page.

IMPORTANT  If you were using IT Glue with a different PSA, please be aware that when you disconnect your previous PSA, existing configurations will become orphaned in IT Glue.
When integrating Autotask, IT Glue will try to match existing configurations to devices in Autotask before creating new items. The field mapping between IT Glue and Autotask is covered in our article on Autotask Field Mappings in the IT Glue help.
You will want to review your configuration data in Autotask PSA before connecting to IT Glue to ensure all relevant fields are populated and match the existing configuration in IT Glue before connecting.

With Datto RMM and Autotask now linked together, we can now link Autotask and IT Glue together. The guide below has the recommended best practice configuration settings, however, you can review the original guide on Integrating IT Glue with Autotask if needed.

  1. In Autotask, go to Admin > Extensions & Integrations > Kaseya Integrations and click IT Glue Integration.

  2. Check the Enable IT Glue Integration box.

  3. Configure your IT Glue Subdomain and Region.

    NOTE  Your IT Glue subdomain and region are in the URL that you use to log in to IT Glue. In the example below, the subdomain is highlighted in red (datto-at) and the region is highlighted in yellow (NA). While your subdomain will be unique, your region will be one of three options. The options are AU (Australia), EU (Europe), and NA (North America).

  4. Click Save and Close. This will enable the IT Glue tab in user profiles, and allow them to link their IT Glue user accounts to their Autotask user accounts. Refer to The IT Glue tab. If they don’t have an IT Glue user account yet, we can import their Autotask user accounts into IT Glue in a later step. User accounts do not need to be linked before you continue the integration setup.

  5. Still in Autotask, we need to create an API user for IT Glue. Follow the same steps that you did when creating the API user for Datto RMM, but select IT Glue – Documentation Management for the Integration Vendor. Like before, make sure to save the Key and Secret Key for the next steps.

  6. In IT Glue, click Admin at the top of the page, then click Integrations on the left navigation menu, and click New in the upper right corner.

  7. Under Business Management & Ticketing, select Autotask.

  8. Enter in the API user credentials that you just configured where it asks for your Autotask credentials and click Connect.

  9. In the Sync Settings tab, it is recommended you only select the account types, classifications, configuration item types and ticket queues that you actively manage. Also ensure that Enable Locations Sync is checked.

  10. In the Two-Way Sync Settings tab, make sure Enable two-way sync is unchecked.

    IMPORTANT  This is especially important if you have existing organizations, configuration, contacts, and/or locations populated in Autotask that also exist in IT Glue, as with this enabled, you will need to edit and save each asset individually to trigger the two-way sync.

  11. Click Save. This will automatically queue the sync.

    NOTE  If you want to prioritize the sync to start sooner, you can manually sync by going to Account > Integrations, clicking Actions, and Start Manual Sync.

  12. From the Active Integrations screen, you can see the overall sync status. When the sync is complete, the status column changes from Syncing... to OK.

    NOTE  When you initially set up the integration, you will be shown a list of all licensed users accounts in Autotask upon saving your sync settings. You can mass invite users from Autotask to IT Glue from this screen, but it is not necessary to do so at this time. By default, all Autotask users are selected. If you don’t yet want to send invitations to everyone, uncheck the boxes next to anyone you plan to invite later, or not at all. Next, click the Invite Users button to invite any remaining selected users to join. If you don’t want to invite anyone, you can also skip this step entirely by clicking the Skip link.

Autotask has been linked with both Datto RMM and IT Glue, we can finally close the loop by integrating Datto RMM and IT Glue. This is going to unlock several useful features for your users, some highlights of which are listed below: 

  • When remote controlling a device, one-click access to IT Glue passwords allows for seamless connection and authentication.
  • When troubleshooting issues on a device, one-click access to IT Glue documentation facilitates quick and efficient resolutions.
  • The ability to open a device directly in Datto RMM from IT Glue saves time and clicks.
  • The ability to insert IT Glue usernames and passwords into a Web Remote session eliminates the need to navigate elsewhere to retrieve information. Refer to IT Glue passwords in Web Remote.

If you wish to review our full guide on this integration, refer to the IT Glue Integration article in the Datto RMM help. The guide below has the recommended best practice configuration settings for this integration scenario: 

  1. In Datto RMM, navigate to Setup > Users and click Create User.

  2. Create a user that will be used for the API integration between Datto RMM and IT Glue.

    NOTE  Security level does not matter for API access in Datto RMM, but you must select a security level to create the user. Make sure it is clear that you are using this user for the IT Glue integration (For example, first name IT Glue last name API).

  3. Click Create User. This will take you back to the Users screen.

  4. On the Users screen, click on the username you just created, and under the API section, click Generate API Keys.

    NOTE  If the API section is missing, ensure that Enable API Access is turned on in Global Settings > Access Control. For more information on this, refer to Global Settings – Enable API Access.

  5. After clicking Generate API Keys, Copy the API URL, API Key and API Secret Key, as we will need these for the next steps. You can click Copy All to copy everything to your clipboard.

  6. Click Save User.

  1. In IT Glue, click Admin at the top of the page, then click Integrations on the left navigation menu, and click New in the upper right corner.

  2. Under RMM Tools, click Datto RMM.

  3. On the Sync your data with Datto RMM screen, select your Datto RMM platform, enter in the API Key and API Secret Key that you just created for the user in Datto RMM, and click Connect.

    NOTE  The platform is found in the Datto RMM API URL. For example, if your API URL is https://concord-api.centrastage.net, your platform is Concord.

  4. Upon successful connection, you will be asked if you want to match organizations to Autotask companies or Datto RMM sites. Select the Autotask Companies option, then click Save.

  1. In Datto RMM, navigate to Setup > Integrations > IT Glue.

  2. In the API Details card, click Turn On.

  3. In the Subdomain field, enter the full URL for your instance of IT Glue.

  4. Select the data center region associated with your IT Glue account .

  5. Click Save and Check Now.

  6. If you are still logged in to IT Glue, it should then connect successfully. Otherwise, you will be prompted to log in to IT Glue. Click Authenticate.

  7. Upon successful connection, the authentication button will be disabled and will display Saved and authenticated. As long as the integration is not turned off, the Subdomain and Region values will be saved and the integration will remain connected per user account.

This guide takes you through what is needed to link Datto RMM, Autotask, and IT Glue together from start to finish, but there are still additional items that will need configuration to get the most out of each integration. Please review the below sections for suggestions on what to do next.

If you want alerts in Datto RMM to raise tickets in Autotask PSA, review the following guides:

The easiest way to do this is to go to a device’s summary page. In the upper-right corner of the device summary page, click IT Glue to open the IT Glue pane. Click Authenticate to log in to IT Glue and complete the user authentication. Each user will have to complete this step themselves to properly link their accounts.

 

For more information, refer to IT Glue Passwords in Web Remote.

The IT Glue Checklists tab appears on the accessory tabs of the Organization page. On this tab, you can establish the connection between your Autotask and IT Glue user accounts. For more information on how to configure and use this, refer to The IT Glue Checklists tab.

Datto RMM and Autotask have been working together for a long time, and you can explore the more advanced workflows in the following links: 

As an IT Glue Administrator or Manager, you can set up ticket settings that will allow for the suggestion of any IT Glue documentation – documents and passwords for the time being – related to the Autotask ticket that your technician is working on. For more information, refer to Suggested IT Glue documentation in Autotask tickets.

When comparing information that syncs from Autotask to IT Glue, the fields that correspond to each other do not always match in name. To better understand this relationship, refer to Autotask field mappings.