Autotask integration

[Jason Butler]

Hi Braintrust.

My org is using JSM Standard.  I want to be able to enable integration with Autotask which is used by one of our vendors.

I have read many articles and they appear to offer contradicting advice.  One says to enable 2 way communication between the 2 systems you need to have JSM Premium.  Another says you can just set up and gives no hint that there is a tier requirement.

https://support.atlassian.com/jira-service-management-cloud/docs/integrate-with-autotask/

Use AppLinks to link to Atlassian products | Atlassian Support

I wish to have the ability to use vendors with other systems too, not just Autotask.

What do I need to get 2 way integration?

Thanks in advance.

[Walter Buggenhout · Accepted solution]

Hi @Jason Butler and welcome to the Community!

The information you linked may seem contradictory, but it is not. The articles you shared are talking about entirely different types of integrations.

The first one is a very specific email based integration specifically to Autotask, while the second one is a solution to connect Atlassian core products to each other.

Your question is about integrating tools owned by different third parties (you and a vendor). As long as the systems on both ends support some structured way of exchanging data (usually through API calls, since that gives you more control about the format of the data, proper authentication mechanisms and so on), applications can (theoretically at least) connect.

Apart from the technical solution, you'll have to be clear about what that integration means. E.g.:

• Will you just 'throw a ticket over the fence' ...
• Or are you looking to also exchange additional information after that, such as:
  • status updates
  • comments
  • attachments
  • ...

You also need to come to an agreement with your third party on how this will work. You will need to have the right level of access to their system to send data across, as well as the other way around.

Then you can start looking at tools (e.g. for synchronisation or 3rd party connectors) that may take some of the heavy lifting off your hands. Tools like Scriptrunner Connect or Exalate (both built by Atlassian partners) may be options, as well as more generic solutions like e.g. Zapier etc.

Hope this helps!

[Jason Butler]

Awesome.  Many thanks.  At this point I am just doing my homework/due diligence while we build our system, but it will need to happen quite soon, so thanks again for the tips.

[Ankita Mehta · Accepted solution]

Hi @Jason Butler

If you're working with vendors who use different systems like Autotask, getting Jira Service Management (JSM) to talk to them smoothly can feel trickier than it should. Before you begin, please consider the following questions:

• Are you syncing status, comments, attachments, or field updates?
• Nail this down early—it impacts tool choice and setup.
• Can both systems trigger and receive updates via API/webhooks?
  Two-way sync needs both systems to push and pull changes reliably.
• Do you need full traceability or audit logs?
  It is especially important if you're in a regulated industry or need clean hand-offs between teams.
• Are you planning more integrations later?
  If you’re connecting with other vendor tools too, consider how scalable your approach needs to be.
• JSM Tier Limitations
  Some features may require JSM Premium, but core integration via APIs is possible even on Standard—if your connector supports it.

If you don’t want to code custom flows or worry about tier restrictions, you may consider an Atlassian Solutions Partner, an enterprise - grade integration tool, OpsHub Integration Manager (OIM) that can help:

• Set up bi-directional sync between JSM (any tier) and tools like Autotask-without writing a single line of code :)
• Define exactly what gets synced—no bloat, no loss
• Maintain audit-ready traceability
• Scale across vendors without rebuilding each time

Hope it helps! Any questions or want to see a demo, feel free to reach out

[Jason Butler]

Many thanks,

Unfortunately I am in the point of my journey where I know what I want to do, but I lack the knowledge to ask the right questions.

Right now we would like our vendor to be able to raise and manage their tickets in Autotask and have those tickets reflected in JSM.  I would like for our Agents to be able to interact with the ticket in Jira and have that interaction reflect in Autotask and vice versa.  That gives our vendor autonomy to run their system, but also means that we are not having to have agents running both systems.  Ultimately I want all my agents to be working solely in Atlassian.

If a 3rd party application is required for this to work well then I will certainly consider it.

[OpsHub - Enterprise class Integration and Migration Solutions for Jira]

Hi @Jason Butler

Thanks for sharing the context—you're actually asking the right questions now.

What you’re describing is a solid setup: letting your vendor work in Autotask, while your internal team stays focused in Jira Service Management. The key is making sure updates flow both ways so neither side has to switch tools or lose visibility.

To make that work smoothly, here are a few things to think about:

• What needs to sync? Things like ticket status, comments, attachments, priorities — even custom fields — should stay in sync between the two systems.
• Who should see what? It’s important to control how much info gets shared and ensure sensitive details don’t get exposed across systems.
• How do you handle updates and errors? You’ll want a clear trail of changes and a way to flag any sync issues, especially for compliance or SLAs.

A third -party integration tool can help with all this — especially if you want it to just work in the background without a lot of manual upkeep.

Hope this helps you move forward!