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
• A full-access (read/write) API key. The agent reads documents, configurations, flexible assets, passwords (metadata only), and activity logs, and can create or update documents with technician approval — so a read-only key will limit functionality.
• Knowledge of your ITGlue regional endpoint (US, EU, or AU)

Step 1: Generate an API Key

See Getting Started with the IT Glue API for detailed instructions.

1. Log in to ITGlue and navigate to Account > API Keys.
2. Click Generate API Key.
3. Give the key a descriptive name (e.g., "Junto AI Integration").
4. 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:
   • Region -- Select the ITGlue region where your data is hosted: US (api.itglue.com), EU (api.eu.itglue.com), or AU (api.au.itglue.com).
   • API Key -- The key from Step 1. This is encrypted before storage.
3. Click Test Connection to verify the key works, then save. Only one ITGlue configuration is supported per organization.

Step 3: Map Companies

Map your Junto companies to ITGlue organizations so the agent retrieves documentation for the correct customer. Open Manage Mappings and either:

• Add mappings manually -- Pick an ITGlue organization and the matching Junto company, then click Add Mapping. Each mapping is one-to-one.
• Run Auto-Map -- Junto compares ITGlue organizations against your Junto companies. Exact name matches are created automatically, and close matches are surfaced as suggestions for you to confirm.

Individual mappings can be enabled, disabled, or deleted at any time. Only mapped companies' documentation is synced, so at least one active mapping is required before a sync can run.

Step 4: Sync Documentation

Junto pulls documents from ITGlue's API and ingests them into your knowledge base so the agent can reference them during triage. There is no manual export/import step.

• Automatic sync -- Junto runs a sync nightly for all active mappings. This is hands-off.
• Sync Now -- Trigger an on-demand sync of all active mappings from the configuration card, or sync a single company from the mappings table. Manual syncs are limited to once every 5 minutes per company.

Syncs are incremental -- only documents that changed since the last sync are re-fetched. Archived ITGlue documents are excluded from the knowledge base. The mappings table shows live per-company status (for example, Synced (24 docs), in-progress, or Failed) along with the last sync time.

What the Agent Can Do

Once connected, the agent can work with your ITGlue documentation:

• Read documentation -- Retrieve and search documents to provide context during triage.
• Create and update documents -- Draft new documents and update existing ones with technician approval.
• Search password entries -- Look up password entry metadata and links. The agent never sees or transmits actual password values.

Configurations (Devices)

Tool	Description	Risk Level
Search Configurations	Search IT Glue Configurations (servers, switches, firewalls, SANs, etc.) by name, hostname, serial number, IP, manufacturer, model, or OS	Low

Use configuration search to answer hardware and network questions like "what model SAN does this customer have?" or "which clients have a Sophos firewall?". The search matches across device name, hostname, serial, MAC, IP, manufacturer, model, OS, type, location, and notes.

Flexible Assets

Tool	Description	Risk Level
List Flexible Asset Types	Discover available flexible asset types (e.g., SSL Certificates, Networks, Applications)	Low
Search Flexible Assets	Search custom typed records by name and trait values	Low

Flexible assets are custom record types defined in your IT Glue tenant. The agent can search across all trait values -- so queries like "expiring SSL", "10.20 subnet", or "Office365" all work. Use these tools to answer questions like "what are this customer's SSL certificates?" or "show me their network info".

Activity Logs

Tool	Description	Risk Level
Get Activity Logs	View who has been viewing or editing documentation, passwords, and configurations	Low

Activity logs help the agent see recent documentation changes -- for example, whether a configuration document was recently updated for a client, which can provide useful context during triage.

Troubleshooting

• Test Connection fails / API key rejected -- Verify the key has not been revoked, and confirm you selected the correct region (US, EU, or AU).
• No organizations listed -- Ensure the API key belongs to a user with access to the target organizations.
• Documents not appearing -- Confirm the company is mapped and the mapping is active, then run Sync Now. Check the mapping's sync status for errors. Archived ITGlue documents are intentionally excluded.
• Password search returns no results -- Ensure password entries in ITGlue have descriptive names, as the search queries name, notes, and username fields.