Yeah…that integration is indeed not the best, we’ve prepared it quickly for a specific case not that long ago. In the meantime, we are trying to work on a bi-directional, more robust integration but we had problems getting access to an instance until now - and it’s still pending on the Autotask side.
I’m positive we will get this done fast, once the access is granted. As an alternative solution, if you could grant access to a dev instance or something similar to your environment, our engineers could kick-off the work and deliver a better one faster. Is that possible/would you be interested?
Apologies for the inconvenience!