Overview
IT Glue is a leading IT documentation platform used by MSPs to centralize knowledge, track assets, and manage credentials. By integrating IT Glue with MSPortal.ai, you can:- Access IT Glue documentation and flexible assets directly from MSPortal
- View passwords securely with full audit logging on every reveal
- Sync checklists for operational tracking
- Control which documentation types and password categories are shared per company
Prerequisites
- Active IT Glue account with administrative access to generate API keys
- MSPortal.ai account with integration management permissions
- Companies already set up in MSPortal (from your PSA integration or manually created)
The IT Glue integration maps organizations to existing companies in MSPortal. Import your companies from your PSA integration first, or create them manually before setting up IT Glue.
Part 1: Generate API Credentials in IT Glue
Before connecting to MSPortal, you need to create an API key in IT Glue.Log into IT Glue
Access your IT Glue account. Note which region your account uses — this is visible in your URL:
| URL | Region |
|---|---|
app.itglue.com | United States (US) |
app.eu.itglue.com | Europe (EU) |
Generate a New API Key
Click Generate API Key and provide a descriptive name such as
MSPortal Integration.Required Information
Before proceeding to MSPortal, ensure you have the following:| Information | Description |
|---|---|
| Region | US or EU (based on your IT Glue URL) |
| API Key | The key you just generated |
Part 2: MSPortal Setup Wizard
MSPortal.ai provides a guided 4-step wizard to connect and configure your IT Glue integration.Starting the Wizard
Step 1: Connect
Enter your IT Glue region and API key to establish the connection.Select Your Region
Choose the region that matches your IT Glue account from the dropdown:
- US (United States)
- EU (Europe)
Enter API Key
Paste your IT Glue API key into the API Key field.
Your API key is stored securely using encrypted vault storage. It is never exposed in logs or API responses.
Test Connection
Click Test Connection to verify your credentials. You will see a green success message when the connection is established.If the connection fails:
- Verify you selected the correct region for your IT Glue account
- Check that the API key is copied correctly without extra spaces
- Ensure the API key has not been revoked in IT Glue
- Confirm your IT Glue account has API access enabled
Step 2: Map Organizations
Map your IT Glue organizations to MSPortal companies. This determines which documentation, passwords, and checklists sync to which company.Review Organization List
After connecting, MSPortal fetches your organizations from IT Glue. The mapping table displays:
- IT Glue Organization - The name of the organization in IT Glue
- Mapped To - The corresponding MSPortal company (if mapped)
Use Quick Match (Recommended)
Click Quick Match to automatically map IT Glue organizations to MSPortal companies. Quick Match uses two strategies:
- PSA ID cross-referencing - If your IT Glue organizations have a PSA ID, it matches against the external company IDs from your connected PSA integration
- Case-insensitive name matching - Organizations with matching names (ignoring case and whitespace) are matched automatically
Manual Mapping
For organizations that were not automatically matched:
- Find the organization in the list
- Click the Select company dropdown in the “Mapped To” column
- Search for and select the correct MSPortal company
Filter Organizations
Use the filter dropdown to view:
- All - Show all synced organizations
- Mapped - Show only organizations linked to companies
- Unmapped - Show organizations that still need mapping
Step 3: Documentation Config
Choose which types of IT Glue documentation to sync into MSPortal. This step is optional — you can skip it and configure later.Review Available Documentation Types
MSPortal fetches your flexible asset types directly from IT Glue and displays them alongside the standard documentation categories:
| Category | Description |
|---|---|
| Documents | Standard IT Glue documents |
| Flexible Assets | Custom flexible asset types defined in your IT Glue account |
| Checklists | IT Glue checklists and checklist templates |
Password sharing is configured separately in Step 4. This step does not affect password visibility.
Toggle Documentation Types
Enable or disable sync for each documentation type using the toggle switches. Only enabled types will be synced to MSPortal.
Flexible asset types are pulled live from your IT Glue account, so any custom types you have created will appear here automatically.
Step 4: Passwords
Configure which password categories are accessible per company. This step is optional — you can skip it and configure later.Understand Password Security
Before configuring password access, it is important to understand how MSPortal handles IT Glue passwords:
- Passwords are never stored in MSPortal — they are fetched live from the IT Glue API each time a user reveals one
- Every password reveal is audit-logged with the user, timestamp, and password name
- Users must have the
read_documentation_passwordspermission to reveal passwords - IT Glue’s own password access gating is respected at all times
Enable Password Sharing
Toggle password sharing on to allow team members with the appropriate permission to reveal passwords from IT Glue within MSPortal.When enabled, users with the
read_documentation_passwords permission can browse and reveal passwords for mapped organizations.Configure Per-Company Settings (Later)
After completing the wizard, per-company password category visibility and role-based access can be fine-tuned in Settings > Documentation > Passwords.
What Gets Synced
IT Glue integration provides access to the following data types in MSPortal:| Data Type | Sync Behavior | Description |
|---|---|---|
| Organizations | Mapped to MSPortal companies | Links IT Glue organizations to your company records |
| Documents | Synced on schedule | Standard IT Glue documentation |
| Flexible Assets | Synced on schedule | Custom flexible asset types and their entries |
| Passwords | Live-fetched on reveal | Credentials are never stored — fetched in real time from IT Glue |
| Checklists | Synced on schedule | Checklist templates and completion status |
Password Security
Password handling in the IT Glue integration follows strict security practices:Passwords are never stored locally
Passwords are never stored locally
MSPortal does not cache or persist IT Glue passwords in any form. Each time a user clicks to reveal a password, a live API call is made to IT Glue to fetch the current value. When the user navigates away, the password is discarded from memory.
Every reveal is audit-logged
Every reveal is audit-logged
Each password reveal creates an audit log entry containing:
- The user who revealed the password
- The timestamp of the reveal
- The name of the password entry
Permission-gated access
Permission-gated access
Users must have the
read_documentation_passwords permission assigned to their role in MSPortal to reveal passwords. Without this permission, password entries are visible in listings but cannot be revealed.IT Glue access gating is respected
IT Glue access gating is respected
If a password is restricted in IT Glue (e.g., through IT Glue’s own access control), MSPortal respects those restrictions. The API key’s access level determines what is retrievable.
Managing Your Integration
After setup, manage your integration from Settings > Integrations:| Action | Description |
|---|---|
| Configure | Re-open the setup wizard to modify settings, update mappings, or change documentation and password configuration |
| Resync | Trigger a manual data refresh (runs separate sync tasks for organizations, documents, passwords, flexible assets, and checklists) |
| Delete | Remove the integration entirely, including all mappings and stored credentials |
Updating Your API Key
If you need to rotate or replace your IT Glue API key:Adding More Organization Mappings
As you onboard new clients in IT Glue:Troubleshooting
Connection test fails
Connection test fails
Causes:
- Incorrect API key
- Wrong region selected
- API key has been revoked or expired
- IT Glue account does not have API access enabled
- Verify you selected the correct region (US or EU) matching your IT Glue URL
- Check that the API key is copied exactly without extra spaces or missing characters
- Generate a new API key in IT Glue if the current one may be revoked
- Contact your IT Glue administrator to confirm API access is enabled for your account
No organizations appear in mapping step
No organizations appear in mapping step
Causes:
- API key lacks organization read permissions
- Initial sync still in progress
- Wait a few minutes for the initial fetch to complete
- Verify your API key has sufficient permissions in IT Glue
- Try clicking Sync to manually trigger a refresh
Quick Match did not match expected organizations
Quick Match did not match expected organizations
Causes:
- Organization names differ between IT Glue and MSPortal
- PSA IDs are not configured in IT Glue
- Use manual mapping for organizations with different names across systems
- If your IT Glue organizations have PSA IDs set, Quick Match will use those for more accurate matching
Passwords are not visible
Passwords are not visible
Causes:
- Password sync is not enabled in the Documentation Config step
- Per-company password access is set to “No access”
- User does not have the
read_documentation_passwordspermission
- Re-open the wizard and enable Passwords in Step 3 (Documentation Config)
- Check the per-company password category settings in Step 4
- Verify the user’s role includes the
read_documentation_passwordspermission in Settings > Users & Roles
Flexible asset types are missing
Flexible asset types are missing
Causes:
- The flexible asset type was created in IT Glue after the last sync
- The type is not enabled in the Documentation Config step
- Re-open the wizard and navigate to Step 3 (Documentation Config) to see the latest types
- Enable the toggle for any new flexible asset types you want to sync
Rate limiting errors during sync
Rate limiting errors during sync
Causes:
- IT Glue enforces a limit of 3,000 API requests per 5-minute window
- Large accounts with many organizations and assets may hit this limit during initial sync
- Wait a few minutes and trigger the sync again — MSPortal will resume where it left off
- For very large accounts, the initial sync may take multiple cycles to complete fully
Important Notes
- One Documentation Integration: Only IT Glue or Hudu can be active at a time. Connecting IT Glue will require disconnecting Hudu first, and vice versa
- API Key Security: Your API key is encrypted in vault storage and never exposed in logs or API responses. If you suspect it has been compromised, revoke it in IT Glue and generate a new one
- Password Privacy: Passwords are never stored in MSPortal. They are fetched live from IT Glue on each reveal and every access is audit-logged
- Regional Endpoints: Make sure you select the correct region (US or EU) during setup. Using the wrong region will cause connection failures even with a valid API key
- Rate Limits: IT Glue allows 3,000 requests per 5-minute window. Large initial syncs may take multiple cycles if this limit is reached
- Organization Mapping: Only data from mapped organizations is accessible in MSPortal. Unmapped organizations are ignored during sync
Next Steps
After setting up the IT Glue integration:Company Overview
View IT Glue documentation and passwords from the company page
Manage Roles
Configure which roles can access documentation passwords
Build Reports
Include documentation metrics in client reports
Other Integrations
Explore additional integration options