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This guide walks you through connecting your IT Glue documentation platform to MSPortal.ai using our streamlined 3-step setup wizard.

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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
Only one documentation integration can be active at a time. If you currently have Hudu connected, you must remove it before enabling IT Glue (and vice versa).

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Prerequisites

  • IT Glue Enterprise subscription (required for API access)
  • 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 API is only available on the Enterprise plan. If your IT Glue account is on a lower tier (Basic, Select, or any non-Enterprise plan), API access is disabled and the connection test will fail with a 403 Forbidden error. Contact your IT Glue account manager to confirm your plan tier before starting setup.
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.

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Part 1: Generate API Credentials in IT Glue

Before connecting to MSPortal, you need to create an API key in IT Glue.
1

Log into IT Glue

Access your IT Glue account. Note which region your account uses — this is visible in your URL:
2

Navigate to API Settings

Go to Account > API Keys in the IT Glue dashboard.
3

Generate a New API Key

Click Generate API Key and provide a descriptive name such as MSPortal Integration.
Use a descriptive name so you can identify this key later if you need to rotate or revoke it.
4

Decide whether to use the IP Address Access List

IT Glue lets you restrict an API key to specific IP addresses. This is optional:
  • No IP restriction (simplest): leave the IP Address Access List field empty.
  • With IP restriction: MSPortal supports IP-restricted keys. During setup, the MSPortal wizard displays a static MSPortal IP range for you to add to the key’s access list (see Part 2, Step 1).
If you set an IP Address Access List on the key without adding MSPortal’s IP range, IT Glue will return 403 Forbidden on every request from MSPortal, even with a valid key.
5

Enable Password Access (if syncing passwords)

If you plan to share passwords with your team through MSPortal, enable the Password Access option when creating the key. Without this setting, passwords cannot be retrieved even though the rest of the integration will work.
6

Copy the API Key

After generating the key, copy it immediately and store it securely.
Copy the API key now! IT Glue will not display the full key again after you leave this page. If you lose it, you will need to generate a new one.

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Required Information

Before proceeding to MSPortal, ensure you have the following:

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Part 2: MSPortal Setup Wizard

MSPortal.ai provides a guided 3-step wizard to connect and configure your IT Glue integration: Connect, Map Organizations, and Sync & Sharing.

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Starting the Wizard

1

Navigate to Integrations

In MSPortal.ai, go to Settings > Integrations.
2

Start Setup

Find the IT Glue integration and click Connect to launch the setup wizard.

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Step 1: Connect

Enter your IT Glue region and API key to establish the connection.
1

Select Your Region

Choose the region that matches your IT Glue account from the dropdown:
  • US (api.itglue.com)
  • EU (api.eu.itglue.com)
If you are unsure which region you are on, check your IT Glue URL. For example, app.eu.itglue.com indicates the EU region.
2

Handle IP restrictions (if your key uses them)

If your API key has an IP Address Access List in IT Glue, check the box My API key only allows approved IP addresses. The wizard reveals an Add MSPortal static IP range panel with the IP range to allowlist.
  1. Click the copy button next to the displayed range
  2. In IT Glue, add the range to the key’s IP Address Access List (under Account > API Keys)
  3. Return to the wizard and continue
If your key has no IP restriction, leave the checkbox off.
3

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.
4

Save and Test Connection

Click Save and Test Connection. The wizard saves your credentials and verifies the connection in one step, then shows a green success message and moves on to organization mapping.If the connection fails with 403 Forbidden, jump to the troubleshooting section below. The three most common causes, in order, are:
  1. Your IT Glue plan is not Enterprise (API access is Enterprise-only)
  2. The API key has an IP Address Access List that does not include MSPortal’s IP range
  3. The key was created without the required access level
For 401 Unauthorized or network errors, verify the region matches your IT Glue login URL and that the key was copied without extra whitespace.
A separate Test Connection button appears on this step only when you reopen the wizard for an already-connected integration.

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Step 2: Map Organizations

Map your IT Glue organizations to MSPortal companies. This determines which documentation, passwords, and checklists sync to which company.
1

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)
2

Use Quick Match (Recommended)

Click Quick Match to automatically map IT Glue organizations to MSPortal companies. Quick Match uses two strategies:
  1. 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
  2. Case-insensitive name matching - Organizations with matching names (ignoring case and whitespace) are matched automatically
Quick Match is most effective when your IT Glue organizations share the same names or PSA IDs as your MSPortal companies. Review the results and adjust any incorrect mappings.
3

Manual Mapping

For organizations that were not automatically matched:
  1. Find the organization in the list
  2. Click the Select company dropdown in the “Mapped To” column
  3. Search for and select the correct MSPortal company
To remove a mapping, click the X button next to the company badge.
4

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
5

Proceed

Once you have mapped the organizations you need, click Next to continue.
Only data from mapped organizations will be accessible in MSPortal. You can return to add more mappings at any time.

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Step 3: Sync & Sharing

Choose which IT Glue content syncs into MSPortal and configure password sharing. This step is optional — you can skip it and configure later.
1

Toggle Content Types

Under Content Types, enable or disable each category with its toggle switch:
2

Understand Password Security

Before enabling password sharing, 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_passwords permission to reveal passwords
  • IT Glue’s own password access gating is respected at all times
When password sharing is enabled, per-company password folder and role visibility can be fine-tuned in Settings > Documentation > Passwords.
3

Toggle Flexible Asset Types

Under Flexible Asset Types, MSPortal lists the flexible asset types pulled live from your IT Glue account, so any custom types you have created appear automatically. Enable or disable syncing per type, use the search box to find a specific type, or use Enable All / Disable All.
4

Complete Setup

Click Complete Setup to finish the wizard and return to the Integrations page.

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What Gets Synced

IT Glue integration provides access to the following data types in MSPortal:
Passwords are the only data type that is not stored in MSPortal. They are fetched live from IT Glue every time a user reveals one. This ensures credentials remain under IT Glue’s access control at all times.

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Password Security

Password handling in the IT Glue integration follows strict security practices:
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.
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
Administrators can review these logs to track password access across the organization.
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.
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.

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Managing Your Integration

After setup, manage your integration from Settings > Integrations:

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Updating Your API Key

If you need to rotate or replace your IT Glue API key:
1

Open Integration Settings

Go to Settings > Integrations and click Configure on the IT Glue integration.
2

Enter New API Key

On the Connect step, the current key is shown masked. Enter your new API key in the API Key field.
3

Update API Key

Click Update API Key to save the new key. You can then use Test Connection to verify it works.

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Adding More Organization Mappings

As you onboard new clients in IT Glue:
1

Open Integration Settings

Go to Settings > Integrations and click Configure on the IT Glue integration.
2

Navigate to Map Step

Click on Step 2 (Map Organizations) in the wizard stepper.
3

Map New Organizations

New IT Glue organizations will appear in the list. Use Quick Match or manual mapping to connect them to MSPortal companies.

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Troubleshooting

A 403 Forbidden response means IT Glue received your request and recognized the key, but refused to authorize it. This is different from a 401 (bad key). There are three common causes, in order of likelihood:1. Your IT Glue plan does not include API access (most common)The IT Glue API is only available on the Enterprise subscription. Accounts on Basic, Select, or any non-Enterprise plan will return 403 on every API call, even with a valid key.
  • Log into IT Glue and check your plan tier under Account > Subscription
  • If you are not on Enterprise, contact your IT Glue account manager to upgrade
  • There is no workaround: the API is gated at the account level by IT Glue
2. The API key has an IP Address Access List that does not include MSPortalWhen creating an API key, IT Glue lets you restrict usage to specific IP addresses. An IP-restricted key only works with MSPortal when MSPortal’s static IP range is on the list.
  • In the MSPortal wizard’s Connect step, check My API key only allows approved IP addresses to reveal the Add MSPortal static IP range panel, and copy the displayed range
  • Go to Account > API Keys in IT Glue and add that range to the key’s IP Address Access List
  • Alternatively, clear the IP Address Access List entirely if your security policy allows it
  • Run Save and Test Connection again
3. The key was created without the required access levelCertain endpoints require specific access flags on the key. For syncing passwords, the key must have Password Access enabled. For most other operations, the default access level is sufficient.
  • Regenerate the key in IT Glue with Password Access enabled if you want to sync passwords
  • The basic organization fetch used to test the connection does not require Password Access
A 401 Unauthorized response means the key itself is invalid.Solutions:
  1. Check that the API key was copied exactly, with no leading or trailing spaces
  2. Verify the key has not been revoked in IT Glue (Account > API Keys)
  3. Generate a fresh key and paste it into the wizard
Causes:
  • Wrong region selected (the key is valid but the URL does not match)
  • Temporary IT Glue outage
  • Network issue reaching api.itglue.com or api.eu.itglue.com
Solutions:
  1. Verify you selected the correct region (US or EU) matching your IT Glue login URL
  2. Check IT Glue’s status page for any ongoing incidents
  3. Wait a minute and retry
Causes:
  • API key lacks organization read permissions
  • Initial sync still in progress
Solutions:
  1. Wait a few minutes for the initial fetch to complete
  2. Verify your API key has sufficient permissions in IT Glue
  3. Try clicking Sync to manually trigger a refresh
Causes:
  • Organization names differ between IT Glue and MSPortal
  • PSA IDs are not configured in IT Glue
Solutions:
  1. Use manual mapping for organizations with different names across systems
  2. If your IT Glue organizations have PSA IDs set, Quick Match will use those for more accurate matching
Causes:
  • Password Sharing is not enabled in the Sync & Sharing step
  • Per-company password access is set to “No access”
  • User does not have the read_documentation_passwords permission
Solutions:
  1. Re-open the wizard and enable Password Sharing in Step 3 (Sync & Sharing)
  2. Check the per-company password category settings in Settings > Documentation > Passwords
  3. Verify the user’s role includes the read_documentation_passwords permission in Settings > Users & Roles
Causes:
  • The flexible asset type was created in IT Glue after the last sync
  • The type is not enabled in the Sync & Sharing step
Solutions:
  1. Re-open the wizard and navigate to Step 3 (Sync & Sharing) to see the latest types
  2. Enable the toggle for any new flexible asset types you want to 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
Solutions:
  1. Wait a few minutes and trigger the sync again — MSPortal will resume where it left off
  2. For very large accounts, the initial sync may take multiple cycles to complete fully

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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
  • IP-Restricted Keys: If your API key uses an IP Address Access List, enable the checkbox on the Connect step and add the displayed MSPortal IP range to the key before saving
  • 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

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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

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Need Help?

For assistance with the IT Glue integration, contact support@msportal.ai.