Connecting Autotask to Horizon

Connecting Autotask to Horizon

Overview

This article walks you through creating an Autotask API user with webhook access and entering its credentials in the Horizon onboarding wizard.

If you need to reduce permissions of the API user, refer to the table at the end of this KB.

Prerequisites

  • Administrator access to your Autotask account
  • The Horizon onboarding wizard open and on the Connect step

Steps

Part 1: Create the API + Webhook Security Level

Horizon uses Autotask Callback Webhooks, which require a custom security level. Complete this once before creating the API user.

  1. In Autotask, go to Admin > Account Settings & Users > Resources/Users (HR) > Security Levels.
  2. Open API User (system) and click Copy.
  3. Name the new level API + Webhook.
  4. Under Feature Access, confirm Can login to Web Services API is checked.
  5. Under the Webhooks section, check Can create webhooks and set Maximum number of webhooks to 50.
  6. Click Save & Close.

Part 2A: New Customers — Create a New API User

  1. Go to Admin > Account Settings & Users > Resources/Users.
  2. Click the arrow next to New and select New API User.
  3. Set the name to First: Rocketship, Last: API and enter a valid internal email address.
  4. Set the Security Level to the API + Webhook level you created in Part 1.
  5. Set Primary Internal Location to your main office.
  6. Under Credentials, click Generate Key and Generate Secret. Save both values — these are your API Username and API Secret for Horizon.
  7. Under API Tracking Identifier, select Integration Vendor and choose Giant Rocketship.
  8. Click Save & Close.

Part 2B: Existing Customers — Update Your Existing API User

  1. Locate your existing Rocketship API user (typically named Rocketship or GRS) and click Edit.
  2. Change the Security Level to API + Webhook.
  3. Click Save & Close. No credential reset is required.

Part 3: Enter Credentials in Horizon

  1. In the Horizon onboarding wizard, go to the Connect step.
  2. Enter the API user's username (key) in the API Username field.
  3. Enter the generated secret in the API Secret field.
  4. Click Test Connection.
  5. Once the test succeeds, click Next to continue.

Result

After a successful connection test, Horizon automatically discovers your Autotask zone and begins syncing your account data.

Permissions Table

Autotask's permission model is a Security Level assigned to the API user, with object-level View/Add/Edit/Delete plus module/feature toggles. The stock "API User (system)" security level does not have Create Webhook, so it's best if the customer clones that Security Level and updates the Create Webhook via the Other rights section.

SectionObject / FeatureRequired level
CRMCompaniesView: All
CRMContactsView: All
Service DeskTicketsView: All, Add, Edit: All
Service DeskTicket NotesAdd, Edit: All
Service DeskTicket HistoryView: All
Service DeskService CallsView: All, Add, Edit: All, Delete: All
Service DeskService Call Tickets / ResourcesView: All, Add, Edit: All
ProjectsProjectsView: All (Edit: All when project writes ship)
ProjectsPhasesView: All
ProjectsTasksView: All
Admin / HRResourcesView: All
Admin / HRResource Roles, RolesView: All
AdminInternal Locations / Business HoursView: All
Admin / APIWebhooks (Ticket / Company / Contact)Subscribe + Manage + Create Webhooks
Admin / LiveLinksIntegration Vendor Widgets / InsightsManage (only if customer uses the GR Ticket Insight and Dashboard)
API User base"Can be impersonated by API" + "API-only" flagsenabled

Notes

  • AT does not have a granular per-picklist permission. Picklist discovery rides on the parent entity's view permission via entityInformation/fields.
  • If webhook permissions are stripped, the integration falls back to polling. It will still work, but with sync lag and increased API call cost. Leaving webhook perms on is recommended.
  • LiveLinks / IntegrationVendorWidgets perms are only needed if the customer wants the GR pod inside the AT ticket view. Otherwise drop the bottom two rows.


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