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ITSM / Ticketing

AutoTask AI Integration

Connect AutoTask to BeforeQuery for grounded AI answers and agent actions across ITSM / Ticketing.

Connect AutoTask
What is it?

About AutoTask

AutoTask is one of the ITSM / Ticketing platforms BeforeQuery connects to. Once linked, the platform's data becomes a first-class source for grounded AI answers and a target for policy-gated agent actions — the same identity, approval, and audit-log guarantees every other integration ships with.

Setup

How to connect AutoTask

  1. Step 01

    In the BeforeQuery dashboard, go to Integrations → ITSM / Ticketing and select AutoTask.

  2. Step 02

    Sign in to AutoTask with an account that has permissions to grant BeforeQuery the ITSM / Ticketing scopes required.

  3. Step 03

    Confirm the connection. AutoTask is now available as a source and action target for every playbook in your workspace.

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How BeforeQuery uses AutoTask

What the agent does with your AutoTask connection

  • 01

    Read open tickets from AutoTask to give agents live context on what your teams are working through.

  • 02

    Auto-triage new AutoTask tickets — categorize, assign, and set priority using grounded policies from your runbooks.

  • 03

    Draft first-response replies and resolution notes citing the same knowledge your L1 team uses.

  • 04

    Close the loop end-to-end: create, update, comment on, and resolve AutoTask tickets from any playbook.

Use cases

What teams actually do with the AutoTask integration

Auto-triage new AutoTask tickets

Every new AutoTask ticket routes through a triage playbook that reads the subject + description, matches it to your category taxonomy, sets priority based on impact and urgency signals, and assigns to the correct queue — before a human ever sees it.

Confidence-gated deflection

New AutoTask tickets that look like a "how do I..." question with a known answer get an AI-drafted reply grounded in your KB. Above the confidence threshold, the reply is posted and the ticket resolved. Below, it queues for the L1 agent with the draft attached.

Bulk ticket updates on incident

When an incident is declared, a playbook adds an incident-status comment to every open AutoTask ticket in the affected service scope, and re-adds a resolution comment once the incident closes.

Answer questions grounded in AutoTask

Employees and customers ask AutoTask-related questions in Slack, Teams, or the widget — BeforeQuery answers with the exact AutoTask record shown alongside the response. No context switching, no "log into ITSM / Ticketing to check" round-trips.

AutoTask — Frequently Asked Questions

Common questions about connecting BeforeQuery to AutoTask.

Both. Each playbook chooses its own risk tier: read-only actions (draft a reply) run on autopilot; reversible writes (add a comment, change priority) route to approvers per your matrix; destructive writes (delete, merge tickets) require step-up approval and are always reversible via the audit log.
AutoTask webhooks feed the Context Graph in near-real-time — typically within 30 seconds of a ticket change. For platforms without robust webhooks, BeforeQuery falls back to configurable polling (1-15 minute cadence).
Standard OAuth 2.0 where AutoTask supports it, otherwise API-key or bearer-token auth. Credentials are stored encrypted at rest (AES-256-GCM) per workspace, never shared across customers, and rotated on request. The connection is scoped to the least-privilege set of scopes each playbook needs — you approve the scope list on install.
No. Your AutoTask data feeds only your workspace's own agents and answers. Nothing is used to train a shared model, and nothing crosses workspace boundaries. Bring-your-own-model is available on Enterprise if you want to pin inference to your own OpenAI / Anthropic / self-hosted deployment.
Yes. Every AutoTask integration is scoped at install time — you pick which resources, users, or record types are visible. You can further restrict per-playbook: a single playbook only touches the specific AutoTask objects it needs. Scope changes take effect on the next sync.
Every write is logged with the acting user, the playbook that fired it, the exact operation, the target entity IDs, and the timestamp — all in the immutable audit log. Writes are rehearsable in simulation mode against a copy of live data before they touch AutoTask for real.

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