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Connect IT Glue to synchronize documents, configurations, flexible assets and checklists. Password sharing is optional. Setup requires MSP integration management permission, and Company sharing requires the appropriate Documentation settings access.

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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, configurations and flexible assets directly from MSPortal
  • View passwords securely with full audit logging on every reveal
  • Sync checklists for operational tracking
  • Write MSPortal warranty dates back to IT Glue configurations
  • 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 and open the Custom API Keys section.
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, MSPortal shows a static MSPortal IP range for you to add to the key’s access list (see Connect).
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: Set up the connection in MSPortal

Open Settings > Integrations, choose the Directory tab and select IT Glue. For an existing account, open its saved connection. The Setup guide lists Connect, Choose data, Import or match companies, Configure warranty, Import devices and Review.

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Connect

1

Select your region

In Region, choose United States (api.itglue.com) or Europe (api.eu.itglue.com) to match your IT Glue account. This setting picks the IT Glue endpoint MSPortal calls. It does not change your MSPortal region.
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)

In IP allowlist, choose Any IP address can use this key, or Only approved IP addresses can use this key if your key has an IP Address Access List in IT Glue.For a restricted key, add the exact MSPortal static IP range shown by your connection to the key’s IP Address Access List (under Account > API Keys in IT Glue) before saving. Use the range shown in your own connection. Do not copy a range from another account or from an example.
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

Test and save

Select Test connection. For an unrestricted key, this checks API access. For a new IP-restricted key, it shows the range to allowlist; MSPortal tests the key from that range when you select Save and continue, and stores nothing if that test fails. Wait for a successful save before moving on.If the connection fails with 403 Forbidden, see Troubleshooting. 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.

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Choose data

Choose which IT Glue content syncs into MSPortal and whether passwords are shared. Each switch saves as soon as you flip it. Turning a dataset off hides its selectors without clearing the saved choices. Turning a type on starts a background sync for it. The data appears once that sync finishes. Document sync reads your IT Glue document folders first, then collects the documents in them. See IT Glue document folders if documents you expect are missing. For Flexible Asset Types, enable or disable syncing per type, use the search box to find a specific type, or use Enable All / Disable All.
Enable All and Disable All change every type in the connection, including types the search box is hiding.

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Password sharing

Before enabling password sharing, it is important to understand how MSPortal handles IT Glue passwords:
  • Password values are never stored in MSPortal. Only password names and folder details sync, and each value is fetched live from IT Glue when a user reveals it
  • 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. Turning password sharing off removes the synced IT Glue password details from MSPortal. It does not delete anything in IT Glue.

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Import or match companies

Map your IT Glue organizations to MSPortal companies. This determines which documentation, passwords, and checklists sync to which company.
  1. Wait for discovery. After connecting, MSPortal fetches your organizations from IT Glue. Review organization names and any PSA ID or Type recorded in IT Glue.
  2. Review the suggested matches. MSPortal suggests a company when an organization’s PSA ID matches an external company ID from your connected PSA integration, or when the names match ignoring case and whitespace.
  3. Accept a suggestion, choose another company in the row, or use Import company to create a portal company. Accept strong matches accepts every suggestion at 90% confidence or more after you review them.
  4. Choose Ignore for any organization you never want to map. You can restore it later.
Each accepted match, unlink and import saves immediately; check the result before leaving. Closing setup does not undo them.
Only data from mapped organizations will be accessible in MSPortal. You can return to add more mappings at any time.

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Configure warranty

The Warranty Writeback card writes MSPortal warranty dates back to IT Glue.
  1. Turn on Write warranty dates to IT Glue configurations to set the Warranty Expires field on the configuration linked to each device
  2. Click Map configuration types if you want to choose which IT Glue configuration types import as MSPortal device types
  3. If you record warranty dates in flexible assets instead, expand Flexible assets (optional), turn on Write warranty dates to flexible assets, and map each device type to an asset type and its serial number and date fields
  4. Click Save warranty settings
Unlike the switches in Choose data, these settings do not save until you click Save warranty settings. Finish setup does not save them for you. See Warranty Writeback to IT Glue Configurations for matching rules and which dates are written.

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Import devices

Import devices maps IT Glue configuration types to MSPortal device types. IT Glue creates devices during configuration sync, after type mapping. You can ignore configuration types you do not want as devices. See Import Devices.

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Review and finish setup

Open Review and select Finish setup once the required tasks are complete. Warranty settings still require their own save, and background syncs can keep running after setup.

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What Gets Synced

IT Glue integration provides access to the following data types in MSPortal:
Password values are the only data 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 password values in any form. Only the password name and folder details sync. 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. Provider Password Access, enabled sharing, company mapping and the user’s permissions must all allow a reveal.

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Maintain the connection

Open the IT Glue connection from Settings > Integrations and choose a task in the Setup guide to change its settings. Run sync in the connection header triggers a manual data refresh, and Sync activity shows each run’s result.
  • Rotate the API key: open Connect. The Region and IP allowlist choice stay fixed. Enter the replacement, select Test connection, then Save changes. Saving verifies the replacement, from the approved range for IP-restricted keys. A failed verification does not establish a working replacement; resolve the error and check password access before you revoke the old key in IT Glue.
  • Map new organizations: as you onboard new clients in IT Glue, open Import or match companies. New IT Glue organizations appear in the list for you to match or import.
  • Disconnect: open More actions and choose Disconnect…. The confirmation lists the stored credentials, matches and synced data that will be removed.

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Troubleshooting

API keys must contain only standard printable characters with no spaces. This error usually means the key picked up a hidden character during copy and paste, for example a long dash or curly quote substituted by a word processor or chat tool.
  • Re-copy the key directly from Account > API Keys in IT Glue
  • Paste it into a plain-text editor first if you suspect formatting was added along the way
  • Make sure no leading or trailing spaces or quotes came along with the paste
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 Connect, choose Only approved IP addresses can use this key in IP allowlist and copy the range MSPortal shows
  • 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
  • Select Save and continue 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 Connect
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. Use Run sync and check Sync activity
Causes:
  • Organization names differ between IT Glue and MSPortal
  • PSA IDs are not configured in IT Glue
Solutions:
  1. Choose the company in the row for organizations with different names across systems
  2. If your IT Glue organizations have PSA IDs set, suggestions use those for more accurate matching
Causes:
  • Password sharing is not enabled in Choose data
  • Per-company password access is set to “No access”
  • User does not have the read_documentation_passwords permission
  • The API key does not have Password Access
Solutions:
  1. Open Choose data and turn on Enable Password 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
  4. Confirm Password Access on the IT Glue key
Causes:
  • The flexible asset type was created in IT Glue after the last sync
  • The type is not enabled in Choose data
Solutions:
  1. Reopen Choose data to see the latest types
  2. Enable the toggle for any new flexible asset types you want to sync
Causes:
  • The organization mapping was never saved
  • Documents is turned off in Choose data
  • The document sync has not finished, or the documents sit in folders it has not reached yet
  • Documentation settings do not share documents with that company or role
Solutions:
  1. Confirm the organization is matched in Import or match companies
  2. Confirm Documents is on in Choose data
  3. Follow IT Glue document folders to check folder coverage
  4. Review sharing in Settings > Documentation
IT Glue does not let an API key download attachment files, so MSPortal cannot copy them. MSP staff can open the file in IT Glue with their own sign-in; Company users see that the file is not available in the portal. Images inside documents are copied and display normally.
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, choose Only approved IP addresses can use this key in Connect 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
  • Mapping Is Not Access: Mapping an organization does not invite its users. Portal invitations and role access are set up separately
  • Warranty Writeback: Warranty settings save only with Save warranty settings. Finish setup does not save them

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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

Document Folders

Check folder discovery and document coverage

Warranty Writeback

Write MSPortal warranty dates to IT Glue configurations

Company mapping

Review matching actions and saved links

Import or match companies

Learn the shared company matching controls

Other Integrations

Explore additional integration options

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Need Help?

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