Why am I receiving a "400 Bad Request" error with my Autotask integration in ilert?

This article explains the common causes and solutions for receiving a "400 Bad Request" error when setting up or using the Autotask integration with ilert.

A "400 Bad Request" error typically occurs when ilert cannot successfully communicate with Autotask. This may happen due to incorrect user credentials or insufficient permissions for the Autotask API user.

Solution: Follow these steps to resolve the issue:

1. Verify the Autotask API User:

   • Ensure you have set up an API user in Autotask specifically for ilert integration (this must be an API user, not a regular user).

2. Check User Credentials:

   • Confirm the username and password combination entered for your ilert alert source matches exactly with your Autotask API user's credentials.

3. Check User Status and Permissions:

   • Verify that the Autotask API user is active and not locked out.

   • Ensure the user has proper API permissions to access tickets and other necessary resources in Autotask.

4. Trigger and Review the Error:

   • After verifying or updating your credentials, trigger the integration again.

   • Record the exact timestamp of your test trigger if errors persist and contact ilert support for further log analysis.

Additional Notes:

• Regularly review and confirm the API user status in Autotask, as locked accounts are a frequent cause of integration issues.

• If issues continue, reach out directly to ilert support for detailed assistance.