Control which Autotask tickets sync and how SuperIT triages them
Autotask does not use fixed field mappings. Statuses, priorities, queues, categories, and ticket types are picklists defined in your Autotask instance, so SuperIT reads them directly rather than asking you to map them onto a fixed set of values.
What you configure instead is scope (which tickets SuperIT handles) and guidance (how the AI should behave with them).
Prerequisites
- A saved Autotask connection (Setup Guide)
- At least one company linked to a managed team (Companies and Teams)
Step 1: Sync Reference Data
Filters are built from your Autotask picklists, so SuperIT needs to read them before you can choose anything.
- Open your Autotask connection
- Go to the Sync tab
- Click Sync reference data
The table shows every entity SuperIT keeps in step, with current row counts:
- Statuses
- Queues
- Priorities
- Ticket types
- Ticket categories
- Issue types
- Sub-issue types
- Sources
- Members
The status line shows Last synced with the age of the last run, or Never synced. If a sync fails, the error appears beneath the table.
Filters do not apply to reference data
SuperIT always syncs your full picklists, even for queues you have filtered out. This is deliberate — SuperIT needs to recognise every value a ticket might carry, otherwise a ticket in an unfiltered queue would arrive with an unreadable status.
Re-run this after you add or rename a queue, priority, or category in Autotask.
Step 2: Set Ticket Sync Filters
Go to the Filters tab. The first section, Ticket sync filters, controls which Autotask tickets reach SuperIT at all.
| Filter | Effect |
|---|---|
| Queues | Only tickets in the selected queues sync. Also sets which queues are visible in SuperIT. |
| Ticket categories | Only tickets in the selected categories sync. |
| Ticket types | Only tickets of the selected types sync. |
| Sync history | How far back to import tickets, from 1 to 24 months. |
Click Save filters when you are done.
Empty means everything
A filter with nothing selected applies no restriction. Leaving all three empty syncs every ticket. Start narrow while you pilot, then widen — SuperIT backfills newly matching tickets on the next sync.
Picklist entries that are no longer active in Autotask are still listed, marked (inactive), so you can keep filtering on a retired queue that still has open tickets against it.
The Queue Filter Does Two Jobs
Selecting queues restricts what syncs and restricts what your team sees in SuperIT. That makes it the strongest of the three filters, and usually the one to reach for first.
It also has a third effect covered in Step 4 — it limits which queues the AI can assign a ticket to.
An empty queue filter is not a problem for ticket creation
Leaving the filter empty offers triage every queue, not none. Autotask does refuse to create a ticket without a queue, but that failure comes from the triage decision omitting one, not from the filter being empty. See Ticket creation fails.
Step 3: Guide the AI
Open the AI settings tab. Two panels apply to Autotask.
AI Instructions
A free-text field for general guidance on how SuperIT should handle tickets from this connection — categories, priorities, workflows, and anything else specific to how your service desk runs.
Write it the way you would brief a new engineer:
Always assign network issues to the Infrastructure category. Use High priority for any ticket mentioning 'outage'.
Click Save instructions.
Status Instructions
A table of every status synced from Autotask, where you do two things per status.
Category tells the AI what a status means. Choose one of:
- NEW — the ticket has not been picked up yet
- OPEN — work is in progress
- CLOSED — the ticket is finished
AI instructions tell the AI when to choose that status. This is where your local conventions go — for example, that "Waiting Customer" means the ball is with the client and the ticket should not be chased.
Categorising statuses is not optional busywork
SuperIT skips triage entirely on tickets whose status is categorised CLOSED. Statuses left uncategorised are ambiguous to the AI, and closed tickets that are not marked closed will keep getting triaged. Set the category on every status you actually use.
Step 4: Understand What Constrains the AI
When SuperIT triages an Autotask ticket, the options it may choose from are exactly the lists you configured above:
| Field | Where the options come from |
|---|---|
| Status | All active statuses, with your categories and instructions |
| Queue | Your Queues filter, or all queues if empty |
| Category | Your Ticket categories filter, or all categories if empty |
| Ticket type | Your Ticket types filter, or all types if empty |
| Priority | Your Priorities triage filter, or all priorities if empty |
| Source | All sources — not filterable |
The AI cannot invent a value or pick something outside these lists. Narrowing a filter narrows the AI's choices, which is usually the fastest way to correct a triage behaviour you do not want.
Triage Options
The second section of the Filters tab, Triage options, holds a Priorities filter. This one is different from the others:
- It limits which priorities the AI is allowed to assign
- It does not affect which tickets sync
- Leaving it empty allows every priority
Use it to stop the AI from reaching for your top severity level. Priorities are presented to the AI in your Autotask sort order, so it reads them as a severity scale.
When Triage Runs
SuperIT skips triage on a ticket that:
- Has a status categorised as CLOSED
- Has no subject
- Has too little narrative to work with
This avoids burning triage on tickets that carry no useful signal yet.
How Notes Sync
Note visibility is fixed rather than configurable, and worth knowing:
- Internal notes in SuperIT are written to Autotask as internal task notes
- Customer-facing notes are written as client portal notes, visible to the client
Merge and duplicate system notes generated by Autotask are filtered out and never appear in SuperIT.
Very long text is truncated, not dropped
Autotask rejects an entire write if any field is over length. Rather than lose the update, SuperIT trims over-long titles and descriptions and marks the cut with … [truncated]. If you see that marker, the full text is still on the SuperIT side.
Common Setups
Piloting on One Queue
- Select a single queue under Ticket sync filters
- Set Sync history to 1 month
- Leave categories and types empty
- Widen once you are happy with triage quality
Excluding Project or Billing Work
Filter to your service desk Ticket types only. Project and billing tickets stay in Autotask, untouched.
Keeping the AI Away from Critical
Under Triage options, select every priority except your top level. The AI can still triage the ticket, it just cannot escalate it to Critical on its own.
Troubleshooting
The Filter Lists Are Empty
You will see No reference data available. Sync to populate filter options. Run Sync reference data on the Sync tab first.
A Queue or Priority Is Missing from the List
Re-run Sync reference data. Newly created Autotask picklist values do not appear until SuperIT reads them.
Tickets Stopped Syncing After a Filter Change
Narrowing a filter stops matching new tickets immediately. Check that the queue, category, and type of the missing tickets are all still selected — a ticket must pass every filter you have set, not just one.
Ticket Creation Fails
If SuperIT reports that Autotask requires a queue on ticket create, the triage decision did not carry a queue. Autotask rejects a create without one.
This is not caused by an empty queue filter — an empty filter offers triage every queue. Check instead:
- Queues exist at all. If reference data has never synced, or your queue filter only selects queues that have since been deleted in Autotask, there is genuinely nothing to pick. Run Sync reference data on the Sync tab.
- Your instructions do not discourage setting a queue. Review the free-text AI Instructions for anything that steers the AI away from assigning one.
Narrowing the filter to the handful of queues SuperIT should use makes the choice less ambiguous, which helps — but it does not guarantee the decision carries a queue.
Next Steps
- Review the troubleshooting guide for sync and connection problems
- Check company-team links if whole companies are missing
Filters set? See Troubleshooting if data is still not arriving as expected.