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Connect IT Glue and every client agent works from your existing documentation: runbooks, configurations, passwords, and flexible assets. On every ticket, the internal note the agent posts links back to the exact IT Glue record for each claim it makes.
IT Glue is configured in MSP Settings → Integrations.

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What it’s for

IT Glue is where a lot of MSPs keep their per-client documentation. Connect it and the whole library is on hand for every ticket, scoped to the client the ticket belongs to.

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How to connect

IT Glue uses API key authentication.
1

Generate an IT Glue API key

In IT Glue, go to Account → Settings → API Keys and click Generate a new API key. Give it a recognizable name (e.g. Rallied Integration) and copy the key. It’s shown only once.Use a key with read-only access if you only want the agent consulting documentation. Use a key with write access if you want the agent creating or updating documents and flexible assets through the approval flow.
2

Open MSP Integrations

In Rallied, go to MSP Settings → Integrations.
3

Connect IT Glue

Find the IT Glue card and click Connect. A credentials form appears.
4

Enter your credentials

Fill in:
  • API Key — the key you generated above.
  • Region — your IT Glue region: US, EU, or AU.
5

Save and confirm

Click Save. Rallied validates the key and imports your organizations as candidate client mappings. The card shows Connected when it’s ready.

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Mapping organizations to clients

IT Glue stores documentation per organization. On each Rallied client’s detail page, pick the matching IT Glue organization. From then on, every IT Glue lookup the agent does for that client stays scoped to that organization, so it can’t pull another client’s runbook into a response. If a client isn’t mapped to an IT Glue organization, the agent will not use IT Glue for that client’s tickets.

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What your technicians see

Every internal note the agent posts on a ticket includes clickable links back to the exact IT Glue record it used. Technicians open the note, see the plan, and click straight through to the source. There’s no guessing where a fact came from, and outdated documentation gets spotted and fixed as a byproduct of working tickets.

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What the agent reads

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Passwords and approval

Passwords retrieved from IT Glue are sensitive. The get-password action defaults to Needs approval. The agent can identify that a password is needed for a step, but can’t reveal or use it until a technician approves. You can change this in MSP Settings → Integrations → IT Glue. For especially sensitive operations, you can also require identity verification before the agent uses any retrieved credential.
Passwords are searchable by name only, never by value, so the agent can tell that a credential exists without seeing it until it explicitly retrieves it.

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Managing your IT Glue documentation

Open MSP Settings → Integrations → IT Glue to see:
  • How much of your IT Glue content is available to the agent
  • How often the agent has cited an IT Glue record in the last 30 days
  • When IT Glue was last refreshed
  • A Sync now button to pull in the latest edits immediately
See Documentation for the full picture of how the agent uses all your connected documentation together.

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Approval settings

Read actions default to Auto-approve so the agent can consult documentation freely during diagnosis. Write actions and password retrieval default to Needs approval. Fine-tune from MSP Settings → Integrations → IT Glue. Per-client overrides live on the client’s detail page.

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See also