ITGlue Setup

ITGlue is a documentation platform for MSPs. Once connected, Junto imports your ITGlue documents into its knowledge base, giving the AI agent access to SOPs, configuration guides, and password entries (metadata only) when triaging tickets.

Prerequisites

• An ITGlue account with API access enabled
• An API key with permissions to read organizations, documents, and passwords
• Knowledge of your ITGlue regional endpoint (US, EU, or AU)

Step 1: Generate an API Key

1. Log in to ITGlue and navigate to Account > Settings > API Keys.
2. Click Generate API Key.
3. Give the key a descriptive name (e.g., "Junto AI Integration").
4. Set permissions: read access to Organizations, Documents, Flexible Assets, and Passwords. Write access is needed if you want the AI agent to create or update documents.
5. Copy the API key. It will not be shown again.

Step 2: Configure in Junto

1. In Junto, go to Settings > Integrations > ITGlue.
2. Click Add Configuration and fill in:
   • API Key -- The key from Step 1. This is encrypted before storage.
   • Region -- Select US (api.itglue.com), EU (api.eu.itglue.com), or AU (api.au.itglue.com).
3. Click Create. Junto validates the connection by listing your ITGlue organizations.

Step 3: Map Companies

Map your Junto companies to ITGlue organizations to ensure the AI agent retrieves documentation for the correct customer:

1. Use the company mapping interface to link each Junto company to its ITGlue organization.
2. Auto-map is available to match by name.
3. Save mappings.

Step 4: Export Documents

Junto can export documents from ITGlue and process them into its knowledge base:

1. From the ITGlue settings page, click Start Export to initiate a document export.
2. Junto exports documents, converts them from ITGlue's format to searchable content, and indexes them in the knowledge base.

What the AI Agent Can Do

Tool	Description	Risk Level
Get Document	Retrieve a full document with all sections	Low
Create Document	Create a new document (created as draft)	Medium
Update Document	Update document metadata (name, archive, restricted, public status)	Medium
Publish Document	Publish a draft document	Medium
Create Section	Add a section to a document	Medium
Update Section	Modify a section's content or sort order	Medium
Delete Section	Remove a section from a document	High
Search Passwords	Fuzzy-search password entries by name or username. Returns metadata and ITGlue links only -- never the actual password value	Low

The password search tool returns the password entry name, category, and a link to view it in ITGlue. The agent never sees or transmits actual password values.

Troubleshooting

• API key rejected -- Verify the key has not been revoked. Check that the key has the required permission scopes.
• No organizations listed -- Ensure the API key belongs to a user with access to the target organizations.
• Documents not appearing -- Confirm that a document export has been run from the ITGlue settings page.
• Password search returns no results -- Ensure password entries in ITGlue have descriptive names, as the search queries name, notes, and username fields.