Workflow Setup

Prerequisites

• ☐ Completed Field Nation configuration
• ☐ Field Nation trigger URL copied
• ☐ Autotask admin access
• ☐ Webhook configuration permissions

Workflow Overview

Webhook: Monitors tickets and evaluates conditions Trigger URL: Destination for webhook notifications Field Nation: Fetches ticket data and creates work order

Step 1: Configure Webhook in Autotask

https://api.fieldnation.com/integrations/trigger/{YOUR_CLIENT_TOKEN}

Step 2: Define Trigger Conditions

Configure when webhook fires:

Event Types

Select events that should trigger:

• ☑ Create - New tickets
• ☑ Update - Ticket changes
• ☐ Delete - Usually not needed

Filter Conditions

Option 1: Status-Based

Status = "Dispatch to Field"

Option 2: Custom Field

UDF "Send to Field Nation" = Yes

Option 3: Queue-Based

Queue Name = "Field Services"
AND Priority IN (Critical, High)

Option 4: Issue Type

Issue Type = "On-Site Required"
AND Status != "Cancelled"

Webhook Payload

Configure what data to send:

Minimal Payload (Recommended):

{
  "ticketId": "{TicketID}",
  "entityType": "Ticket",
  "action": "{Action}"
}

Field Nation will fetch complete ticket data via SOAP API.

Why minimal?

• Reduces payload size
• Ensures latest data (fetched at processing time)
• Prevents stale data issues

Step 3: Test Webhook

Troubleshooting

Advanced Configurations

Prevent Duplicate Sends

Add tracking UDF to Autotask Tickets:

FN Sync Status != "Sent"
AND FN Sync Status != "Synced"

FN Sync Status = "Sent" (after successful creation)

Multiple Webhooks for Different Scenarios

Webhook 1: Urgent Tickets

Priority = Critical
Status = New
→ Immediate dispatch

Webhook 2: Standard Tickets

Status = "Dispatch to Field"
Priority != Critical
→ Normal dispatch

Webhook 3: Project Tasks

Entity = Project
Task Type = "On-Site"
→ Project-based dispatch

Bidirectional Sync

Update Autotask when Field Nation changes:

Field Nation Event → Autotask Action

• Work order assigned → Update Ticket Status
• Work order completed → Add Internal Note
• Completion approved → Update Status to "Complete"

Configured in Field Nation's event trigger settings.

Production Deployment

Pre-Launch Checklist

• ☐ Tested in Autotask sandbox
• ☐ All field mappings validated
• ☐ Error handling tested
• ☐ Webhook conditions finalized
• ☐ Team training completed
• ☐ Documentation updated

Launch Steps

Monitoring & Maintenance

Regular Tasks

Daily:

• Check webhook delivery log for errors
• Monitor work order creation rate
• Review failed webhooks

Weekly:

• Test sample synchronization
• Review field mappings
• Check Autotask API usage

Monthly:

• Rotate Security Token (Field Nation config)
• Review and optimize webhook conditions
• Audit integration usage