Allow Neo Workflow to check Autotask checklist-item boxes

We use Neo workflow for Dispatch and have Neo update the ticket titles. We have a checklist in Autotask to check if the ticket titles were updated. Neo is doing this now so we’d like Neo to be able to check the box. Agents can do this Workflows cannot (as of 8/12/26). We’d like the dispatch workflow to be able to check the box that Neo updated the title.

Details below

Neo capabilities

Can Neo update Autotask checklist items by checking the box? For example, if neo updates the ticket title, there is a checkbox to confirm the title was changed which shows in the ticket time entry in Autotask. Can Neo check that box?

Your message — Wednesday, August 12, 2026, 3:36 PM EDT

Neo reply — Wednesday, August 12, 2026, 3:36 PM EDT

Yes—but not through the standard Update Ticket Fields action alone. An Agent with the Autotask PSA API and Tickets: Read/Write enabled can update the relevant TicketChecklistItem by setting isCompleted to true after confirming the ticket title change.

I verified Autotask exposes checklist items as an updatable entity, and Neo’s Autotask integration offers read/write Ticket access. The agent should query the ticket’s checklist, match the intended item by its exact name/ID, update the title, then complete only that matched item. Your current Neo Support Agent has read-only Autotask access, so it cannot perform the update itself.

Neo’s permission model is documented in the Autotask integration overview.

can a workflow do it rather than an agent?

Your message — Wednesday, August 12, 2026, 3:40 PM EDT

Neo reply — Wednesday, August 12, 2026, 3:40 PM EDT

No—if that is an Autotask ticket checklist checkbox, a Neo Workflow cannot natively complete it. The Workflow Update Ticket Fields action can change the title, but its current schema has no checklist-item or isCompleted option; checklist items are separate Autotask records, not ticket fields.

Use an Agent with Autotask PSA → Tickets: Read/Write instead: it can verify the title changed, identify the exact checklist item, and mark it complete. The standard Workflow action’s scope is documented here: Update Ticket Fields.

can you create a support ticket for a feature request for neo workflows to be able to update checklist items?

Your message — Wednesday, August 12, 2026, 3:41 PM EDT

Neo reply — Wednesday, August 12, 2026, 3:41 PM EDT

Yes. I’ll submit: “Neo Workflows should support updating Autotask TicketChecklistItems, including marking a checklist item complete after a related ticket-field update.” No specific run is involved. Shall I log it under you, Ricky Cobb?

yes

Your message — Wednesday, August 12, 2026, 3:42 PM EDT

Neo reply — Wednesday, August 12, 2026, 3:42 PM EDT

Created the feature request under you: Neo support ticket 47554041938. It requests native Workflow support for completing matching Autotask ticket checklist items after related ticket updates.