Autotask PSA: Link Config Items to Projects via Tickets

One underrated area of MSP help desk efficiency is asset accountability, knowing exactly which Configuration Items (Config Items) are tied to which work. In Autotask, the Service Desk module handles this well: tickets let you tag Config Items directly, which is invaluable for billing, root cause analysis, and equipment tracking.

Autotask Projects, however, don't support direct Config Item linking. That gap can quietly create MSP help desk bottlenecks, especially for project-heavy teams trying to maintain clean records across both service and project work.

The good news: there's a clean workaround using Related Tickets, and it takes about five minutes to set up.

Why Config Item Tracking Matters for MSP Workflow Automation

Before the how-to, it's worth understanding why this matters at the process level. Config Items are the backbone of asset management in any Autotask automation software setup. When they're consistently linked to work — whether service tickets or project tasks, you get:

• Accurate billing tied to specific devices or services
• Clear accountability when something breaks or changes
• Reliable data for root cause analysis across recurring issues
• Cleaner reporting for client reviews and audits

When project work isn't linked to Config Items, that data disappears into a black hole. Over time, this contributes to the kind of MSP help desk chaos that makes client reporting painful and asset history unreliable.

The Workaround: Use a Standardized Related Ticket

The solution is to create a dedicated ticket — using a Ticket Template — and attach it to the project as a Related Ticket. Since a single ticket can link to multiple Config Items, you only need one ticket per project. Here's how to set it up.

Step 1: Create the Ticket Template

1. Log in as an Autotask Admin
2. Go to (A) → Admin → Form Templates
3. Click New → Ticket
4. Set the following fields:
   • Form Template Name: Project Config Items Ticket
   • Speed Code: (choose one)
   • Available To: (choose the project department or all staff)
   • Ticket Type: Service Request
   • Ticket Title: Project Config Items Ticket
   • Description: This ticket is used to link Config Items to a Project.
   • (Set any additional fields your team needs)
5. Click Save & Close

Step 2: Create the Ticket via the Project

1. Go to your Autotask Project
2. Click Related Tickets
3. Click New → Ticket
4. Select the Ticket Template you just created
5. Save the ticket

That's it. You now have a consistently named, easily searchable ticket that serves as the Config Item anchor for the project. Because one ticket can hold multiple Config Item links, a single ticket per project keeps things clean and maintainable.

Turning Good Processes into Full MSP Helpdesk Automation

This workaround is a great example of the broader principle behind MSP workflow automation: when native tooling has a gap, a standardized process bridges it — and standardized processes are what make automation possible downstream.

Once your Config Item tracking is consistent, you open the door to better reporting, smarter escalation logic, and eventually the kind of PSA automation with AI that handles routine work without human intervention.

If you want to extend your Autotask automation software further, two tools worth exploring:

• rocketTask — identifies what recurring tickets should exist in Autotask based on your service patterns, so nothing falls through the cracks
• Flight Deck — automates dispatch, scheduling, and escalations for your team using intelligent rules, eliminating the manual overhead that slows most MSP service desks down

Both are built specifically for MSPs looking to move beyond manual processes and toward a fully optimized AI service desk operation. Visit our page to learn more.