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Setting up Traceless with Autotask PSA
Setting up Traceless with Autotask PSA

Step-by-step instructions to create a Traceless Autotask Insight

Peter avatar
Written by Peter
Updated over a week ago

To get your Autotask PSA set up
with Traceless follow these five steps

  1. In Autotask, Create a Custom Security level for the Traceless API User to be created

  2. In Autotask, Create a Traceless API User that will be used with the Traceless application

  3. In Traceless, Set up your Integration in Traceless here

  4. In Autotask, enable the Traceless Insight for your tenant

  5. In Autotask, enable the Traceless Insight for Service Desk Tickets

Create the Custom Security Level for the Traceless API User

  1. Go to: > Admin > Account Settings & Users > Resources/Users (HR) > Security > Security Levels

  2. Right-click "API User (System)" and click "Copy Security Level"

  3. In the new pop window for "Security Level" under "Name" enter: Traceless API User Security Level

  4. Click on the "No Permission" button for every option (We want to start from least privileges)

  5. Under "CRM" select the following:


  6. ​

  7. Under "Service Desk" select the following:

  9. Under "Admin" check the box next to "Resources/Users (HR)"

  10. Click "Save & Close"

Create the Traceless API User

  1. Go to: > Admin > Account Settings & Users > Resources/Users (HR) > Resources/Users > New > API User

  2. Under "First Name" enter: Traceless

  3. Under "Last Name" enter: API

  4. Under "Email Address" enter a useful email address for notifications at your company

  5. Under "Security Level" select Traceless API User Security Level (that we created in the previous step)

  6. Under "Primary Internal Location" enter: "Headquarters"

  7. Under "API Tracking Identifier" select "Integration Vendor"

  8. From the "Integration Vendor" pulldown select "Traceless - Security"

  9. Click "Generate Key" and record the output of this locally

  10. Click "Generate Secret" and record the output of this locally

  11. Click "Save & Close"

Next set up your Traceless Account here:

Note that you will need your Key (Which is your API User Name) and Secret

Set Up Your Autotask Integration

Enable the Traceless Insight for your Autotask Tenant

  1. Go to: > Admin > Extensions and Integrations

  2. Click on "Other Extensions & Tools" > "Integration Center"

  3. Search for "Traceless" and click the pulldown menu to click "Edit"

  4. Under "General" click the checkbox for "Active"

  5. Under "Vendor Insights" click the checkbox for "Enable Integration Vendor Ticket Insights"

  6. Under "Vendor Insights" click the checkbox for "Enable Integration Vendor Configuration Item Insights"

Enable the Traceless Insight for your Autotask Tickets

  1. Go to: > Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories

  2. Hover over the dropdown menu next to the "Standard" ticket category and click "Edit"

  3. Click the Insights Tab

  4. Drag the "Traceless" insight into the "Visible Insights" section

  5. Click "Save & Close"

  6. Open a ticket and you should see the "Traceless" tab visible under insights like below

**NOTE:

  • Traceless does not work in Incognito windows when using Autotask

  • Autotask only allows 10 visible "insights" at a time.

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