Autotask webhook integration with SaaS Alerts

SaaS Alerts uses Autotask webhooks to receive near real-time updates when ticket statuses change.

When a ticket associated with a SaaS Alerts event is closed in Autotask, an HTTP POST notification is sent to SaaS Alerts. This allows event statuses to stay aligned without requiring periodic polling.

Relationship to Autotask integration

This article describes the webhook component of the Autotask integration.

The webhook extends the integration by allowing SaaS Alerts to receive ticket status updates (such as ticket closure) from Autotask.

For information about configuring the Autotask PSA integration, including ticket creation, mapping, and contract settings, see Autotask integration.

How the webhook works

The webhook monitors selected Autotask ticket fields and sends them in each notification.

Field Purpose
CompletedDate Triggers the webhook when the ticket is closed
Status Provides status context in the payload
Resolution Provides resolution details when available

TicketCreateDate

Supports event correlation

When a ticket is marked complete in Autotask:

  1. SaaS Alerts receives the webhook payload

  2. The associated event is updated to Closed

  3. The ticket resolution is recorded

Prerequisites

Webhook creation is disabled by default in Autotask for all security levels. An administrator must enable this capability before SaaS Alerts can register a webhook.

Configure Autotask

1. Enable Webhook Permissions

  1. Navigate to Admin > Security Levels

  2. Open (or create) the security level assigned to the SaaS Alerts API user

  3. Ensure the security level is configured as API-only

  4. Enable Can create WebHooks

  5. Set the maximum webhook limit to at least 1

2. Assign the Security Level

Confirm the API user used for SaaS Alerts is assigned the configured security level

NOTE  The webhook will only trigger if the API user has the required entity and object-level permissions for the Ticket entity. If permissions are restricted, the webhook may be created but not function as expected.

Webhook status in SaaS Alerts

To review webhook status in SaaS Alerts, go to Settings > PSA & Email. If setup completes successfully, no banner is displayed. If registration fails, a banner will appear:

Banner message Meaning Action

New feature available (in blue)

 Initial setup did not complete Select Retry Webhook Setup
Webhook setup failed (in red) Registration attempt failed Review the error, correct it, and click Retry

Troubleshooting

Duplicate TicketWebhooks error

Cause: Autotask allows only one active webhook per resource at a given URL. This error can occur if a previous webhook was not removed (for example, after a credential rotation or an interrupted setup).

Behavior: SaaS Alerts automatically detects this error, deletes the existing duplicate webhook, and retries registration.

Manual resolution

  1. In Autotask, go to Admin > Webhooks

  2. Locate the entry named SaaS Alerts Ticket Monitor

  3. Delete the entry

  4. Return to SaaS Alerts (Settings > PSA & Email) and select Retry Webhook Setup

Webhook registers but events do not update

Verify the following in Autotask:

  • The API user has Can create Webhooks enabled

  • The API user has Read and Update permissions for tickets

  • The API user has access to the relevant Line of Business (if applicable)

  • Protected data permissions do not restrict access

NOTE  Autotask may not send webhook notifications if the API user lacks required permissions, even if the webhook appears to be registered.

Removing the Autotask Connection

When the Autotask PSA connection is removed from SaaS Alerts, the webhook is also removed from Autotask.

If the credentials are invalid at the time of removal, the webhook may remain in Autotask. In that case, it can be manually deleted from Admin > Webhooks.

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