When you create the Merge Ticket LiveLink, you also store your Autotask username and password in the LiveLink within your Autotask. If you haven’t yet done that, or if you’ve changed your Autotask username or password, this error will occur.

To fix this:

  1. At the top of your primary Autotask window, hover the person icon
  2. Click Profile
    Autotask_-_MSPintegrationsDemo_com_0
  3. Click the tab for Single Sign-On
  4. Click the MSPintegrations.com entry
    • Note: The name of the MSPintegrations entry was chosen by your company’s Autotask administrator, so it may be named differently
      Autotask_-_MSPintegrationsDemo_com_0_and_Add_Ticket_Note_and_T20160322_0025_-_New_submission_from_Contact_Us___MSPintegrations_com__Intellect_IT__
  5. Enter your Autotask username and your Autotask password
  6. Click Save
    Autotask_-_MSPintegrationsDemo_com_0
  7. You should now be able to use the MSPintegrations LiveLinks successfully.