Autotask reference
Status: Live. This page is a guide to the screens. For what the integration reads, writes and cannot do, see the public integration page.
The three tabs
Open Apps and choose Autotask. Once it is connected there are three tabs.
| Tab | Use it to |
|---|---|
| Connection | See who Autotask is connected as, read the setup steps, and disconnect. Before you connect, a form for the three credentials stands in its place. |
| Mappings | Link each configuration item to a machine and confirm suggested links. |
| Open / closed config | Change how often the local copy of your tickets refreshes, run Sync now, and decide which Autotask statuses count as open, closed or neither. |
The credentials are API username, Secret, API tracking identifier.
Writing back to a ticket
Inside a ticket's conversation you can add an internal note with Post note, or use Post update + mark to add the note and move the ticket to a status you choose in one step. The AI prepares the wording and you decide whether it goes.
The note is internal. The product has no setting for customer-visible notes, and the AI itself never closes a ticket.
Disconnecting
Disconnect asks you to confirm. It removes the stored credentials and stops the checks. Nothing in Autotask is changed or deleted, and the history of work already done stays in RemediateDesk for its normal retention period.