When TopLeft is used to make changes to Autotask data, it can impersonate the user who makes the change. This makes the Autotask audit trail record the real person who made the change, as opposed to saying TopLeft made the change.

Due to a limitation in the Autotask API, this worked for most requests but did not work when a ticket or task's primary resource was changed. However Autotask has resolved this limitation and now TopLeft impersonates the real user who changes a ticket or task's primary resource.

There are still some requests that can't be impersonated. For details, see the knowledgebase.