Supported and Unsupported Operations for Autotask Synchronization

Supported and Unsupported Operations for Autotask Synchronization

This article explains which operations CloudCockpit can synchronize with Autotask, as well as some that are not supported. Understanding these details helps ensure accurate and up-to-date subscription management.

Supported operations in CloudCockpit

CloudCockpit can synchronize the following operations with Autotask:

Update Subscription Quantity

When a subscription's quantity is changed in CloudCockpit, a contract service adjustment is created in Autotask for the effective date of the change.
  1. Multiple adjustments on the same day will be overridden by the last change.
  2. If a promotion is applied to the updated subscription, the unit cost and price will be adjusted according to CloudCockpit's promotion settings.
  3. Changes to the billing cycle, friendly name, or auto-renew settings are not supported in Autotask and will result in a failed audit record for the connection operation.

Alert
Contract service adjustments should be done only through CloudCockpit.
If you manually adjust contract services via Autotask, CloudCockpit is not responsible for any discrepancies.




Update Subscription Price Margin

When the price margin of an active or suspended subscription is updated, a contract service adjustment is created in Autotask for the start date of the billing period in which the change occurred.
  1. Adjustments for already approved billing periods take effect in the next period.
  2. Updates to Azure Plans price margins do not create adjustments in Autotask as fixed costs for Azure Plans are not supported.





Cancel Subscription

Canceling a subscription in CloudCockpit creates a contract service adjustment in Autotask, setting the subscription units to 0.
AlertManual adjustments in Autotask after cancellation may result in overbilling. 
CloudCockpit is not responsible if someone manually updates the contract service units in Autotask after the subscription was canceled.






Suspend Azure plan

Suspending an Azure Plan creates a contract service adjustment in Autotask, setting its price to 0 for the subsequent billing periods. 
Alert
  1. Reactivating the plan in CloudCockpit does not affect Autotask, and manual adjustments can lead to overbilling.
  2. Suspending a Microsoft License Legacy subscription in CloudCockpit does not cancel the contract service in Autotask. See details about unsupported operations below.





Update Customer margins

  1. Updating a customer’s provider margins will adjust the revenue of mapped active or suspended subscriptions in Autotask with an effective date matching the margin update completion date.
  2. Custom price margins on subscriptions are not affected.




Subscription expiration

When a Microsoft subscription expires, its corresponding contract service in Autotask will be canceled, setting its quantity to 0 on the day after the subscription’s end date.

Example:
If a subscription ends on November 24, 2022, the adjustment will take effect on November 25, 2022.
In audit logs, this appears as ExpireSubscriptionOnConnection.


Subscription renewal

When a subscription renews:
  1. If only the quantity or price changes, CloudCockpit automatically adjusts the contract service in Autotask.
  1. If the offer, term, or billing frequency changes, CloudCockpit cancels the contract service in Autotask, allowing you to remap the subscription with its new details.

In CloudCockpit's audit logs:
  1. RenewSubscriptionOnConnection appears for renewals with quantity or price changes.
  2. CancelRenewedSubscriptionOnConnection appears for renewals involving an offer, term, or billing frequency change.
Alert
The contract itself is not renewed automatically. You must manually extend the contract’s end date in Autotask.


Unsupported operations

The following operations are not supported for subscriptions mapped in Autotask:

Subscription upgrades

If a subscription is upgraded, you must handle the changes manually:
  1. In CloudCockpit: Manually map the new subscription created by the upgrade.
  2. In Autotask: Adjust the old subscription’s quantity to reflect the reduction.

When an upgrade merges into an existing subscription:
  1. In Autotask, adjust the quantity of both the original subscription and the destination subscription.

Example:
A customer has Microsoft Business Standard with 10 licenses and Microsoft Business Premium with 2 licenses.
If 1 Business Standard license is upgraded and merged into Business Premium:
  1. The Business Standard quantity should be reduced to 9.
  2. The Business Premium quantity should be increased to 3.

Suspending a Microsoft License Legacy Subscription

This does not cancel the contract service or set the quantity to 0 in Autotask, even though Microsoft billing stops.
Manual adjustment in Autotask is required.


Updating the associated Reseller

Changing a subscription’s Reseller does not cancel the contract service of the original Reseller in Autotask.
Manual adjustment is required.


When operations fail to sync to Autotask

If an operation fails to sync, later operations are not blocked — they’ll still be sent to Autotask.
Always manually sync failed operations before making further changes to avoid conflicts or incorrect billing.


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