Context:

MSP Process allows you to link your user account to a Resource (User) in Autotask - that linkage is used in three scenarios:

• When you're adding a Time Entry to a ticket - either from the PSA Tickets page, or with our MSP Process mobile app.
• When you're looking at the PSA Tickets page, and you want to use the "My Tickets" feature to limit that page to only show tickets to which you've been assigned.
• When you are SMS messaging back and forth with an end-user; we'll log the text messages you send to the end-user under your Autotask Resource, instead of the MSP Process API user

Prerequisites:

• You must have a set of Ticket Properties created within your PSA Integration, under the AI Service Desk -> Ticketing -> Ticket Properties page
• Your Resource (User) in Autotask must have at least one Service Desk Role assigned to it, and one of those Service Desk Roles must be flagged as being the default:

• The Security Level assigned to your Autotask Resource and the Security Role assigned to the MSP Process API user must be configured to allow impersonation for Tickets and Ticket Notes. Here's what you need to configure in the Security Role assigned to the MSP Process API user:

And here's the option that needs to be enabled in the Security Role assigned to your Autotask Resources:

Steps to follow:

1. Login to MSP Process with your user account
2. Edit your user account by clicking on the Account icon, in the top right-hand corner of the UI
3. Enable the Link Autotask User option
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4. In the pop-up window that appears, choose the appropriate Ticket Default, and then select the appropriate Resource (User) from Autotask
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5. Click Submit to save your changes

Congratulations! You've now linked your MSP Process user account to a Resource (User) in Autotask.