Autotask Connector

Overview

The Autotask connector enables seamless integration between Datto Autotask PSA and Field Nation:

• Ticket-based dispatch: Automatically create work orders from Autotask Tickets
• SOAP API integration: Secure authentication via token-based SOAP calls
• Bidirectional sync: Status updates flow both directions
• Flexible triggers: Configure based on ticket status, type, or custom fields
• UDF support: Map User-Defined Fields between systems

At a Glance

How It Works

Common Use Cases

Dispatch from Service Ticket

Automatically create Field Nation work order when Autotask Ticket requires on-site service

Ticket Status = "Dispatch to Field"
  → Webhook triggers
  → Field Nation Work Order Created

Project-Based Dispatch

Create work orders from Autotask Project tasks requiring field technicians

Project Task Type = "On-Site"
AND Task Status = "Ready"
  → Work order created
  → Task updated with FN details

Status Synchronization

Reflect Field Nation work order completion back to Autotask Ticket

FN Work Order = "Completed"
  → Integration Broker
  → Autotask Ticket Status = "Complete - Customer Notified"
  → Internal Notes updated

Architecture

Features

Field Mapping Capabilities

• Standard Fields: Title, Description, Status, Priority, Due Date
• User-Defined Fields: Access any UDF on Ticket entity
• Related Entities: Account, Contact, Resource (assigned technician)
• Picklist Fields: Map Autotask picklists to Field Nation enums
• Date/Time Fields: Automatic timezone conversion

Supported Operations

Prerequisites

Autotask Requirements

Field Nation Requirements

• Active buyer account with admin access
• Integration settings access
• Sandbox environment (recommended for testing)

Complete prerequisites →

Authentication

Autotask connector uses SOAP API with Token Authentication:

Username: API user email
Password: API user password
Integration Code: {integration_code}
Security Token: {security_token}

Components:

• Username: Autotask user email with API access
• Password: User's password
• Integration Code: Generated tracking identifier
• Security Token: API authentication token

Generate Credentials:

1. Log into Autotask as admin
2. Admin → Resources (Users) → Select API user
3. API Integration section → Generate Integration Code
4. Generate Security Token (if not already generated)
5. Copy all credentials for Field Nation configuration

Data Flow Patterns

Inbound: Autotask → Field Nation

Trigger: Webhook fired on ticket status change Action: Webhook sends Ticket ID to Field Nation Result: Field Nation work order created/updated

Example Webhook Triggers:

• Ticket Status = "Dispatch to Field"
• Custom UDF "Send to FN" = Yes
• Issue Type = "On-Site Required"
• Queue = "Field Services"

Outbound: Field Nation → Autotask

Trigger: Field Nation work order event (completed, etc.) Action: Integration Broker calls Autotask SOAP API Result: Autotask Ticket updated with status/notes

Configurable Events:

• Work order assigned → Update Ticket Status
• Work order completed → Add Internal Note with details
• Provider checked in → Update custom UDF
• Work order approved → Update Status to "Complete"

Best Practices

Webhook Design

• ✅ Use specific status values (not "any change")
• ✅ Configure webhook for relevant ticket types only
• ✅ Add safeguards to prevent duplicate triggers
• ✅ Test in sandbox Autotask instance first
• ✅ Monitor webhook delivery logs

Field Mappings

• ✅ Map all required Field Nation fields
• ✅ Use User-Defined Fields for custom data
• ✅ Handle Autotask picklists with Array Map
• ✅ Test timezone conversions for date fields
• ✅ Document UDF IDs and purposes

Security

• ✅ Use dedicated API user
• ✅ Rotate Security Token periodically
• ✅ Grant minimum required permissions
• ✅ Monitor API usage limits
• ✅ Enable IP whitelisting if policy requires

Limitations & Considerations

API Limits

Autotask enforces API call limits:

• Varies by license type and contract
• Monitor usage in Autotask Admin → API Usage

Each work order sync consumes 2-3 API calls (authentication + data retrieval + optional update).

SOAP API Complexity

• SOAP-based (not REST) - more complex than modern APIs
• XML payload parsing required
• Field discovery may require manual configuration
• Some fields may not be accessible via API

Related Entity Depth

Can access:

• ✅ Fields on Ticket entity
• ✅ Fields from related Account, Contact, Resource
• ❌ Grand-parent relationships (requires custom JSONNET)