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API Threshold

Autotask tracks all API usage. When Autotask senses that any Autotask database has used more than its allotment of API requests, the Autotask system automatically throttles and then disables API access to the entire Autotask tenant until usage drops back down to be less than your limit. The default limit is 10,000 API requests over a rolling 60 minute period. If an Autotask database has any 60-minute period with more than its allotment (10,000 by default), the API is disabled for that tenant/

When the Autotask API is throttled and disabled, it is done for every integration that connects to the Autotask tenant, no matter which integration caused the throttling. It could be that another integration to Autotask produced a spike of traffic that then throttled and disabled the API even for MSPintegrations, or it could mean that MSPintegrations caused an influx of traffic that caused the Autotask API to be throttled and disabled (which would also disable the API access for the other Autotask API integrations).

To review API usage broken out by integration, navigate in Autotask:

  1. Hover the top-left 3-bar icon and click Admin
  2. Click the tab for Extensions & Integrations
  3. Click the header to expand Other Extensions & Tools
  4. Click API Activity by Hour

This will list the number of calls per hour per integration and should help identify the cause of the overage.

If you find that the overage was caused by MSPintegrations, it likely means you experienced an influx of email traffic in a short period of time, or that you experienced some type of endless loop of email traffic. In either case, you will need to determine the cause and stop that traffic. If you find that it's an endless loop and you want our help to stop it, please locate an example from your MSPintegrations History and send us the URL to the example message that should be stopped.

If you find that the overage was caused by traffic from another vendor and their integration to your Autotask, you will need to contact them to identify and rectify the problem. Be sure to inform them that their implementation with the Autotask API should be slowed down or spread out to prevent it from impacting your other integrations.

We understand that it is challenging to deal with Autotask API throttling. You may find it helpful to contact Autotask support to express your dissatisfaction with their API throttling implementation, and to request they increase your limit above the 10,000 API-call-per-hour limit.

Other Resources​

See the API call threshold section on the Autotask Developer Help website.