Configure outbound sync, automated inbound triggers, webhook conditions, and data loading for the Field Nation–Autotask connector.
The Autotask connector supports two independent sync directions. Each is configured separately and can be enabled independently based on your team's workflow.
| Direction | How it works | Requires |
|---|---|---|
| Outbound (FN → Autotask) | Field Nation events automatically push data to Autotask in near real time | Connector configured in Configuration Step 6 |
| Inbound (Autotask → FN) | Autotask tickets are imported into Field Nation — manually or via webhook | Connector configured in Configuration Step 6. Automated: webhook configured in Autotask |
When a Field Nation work order is created or updated, the connector can create or update the corresponding Autotask ticket.
Outbound Create controls whether new work orders automatically generate Autotask tickets:
| Setting | Behavior |
|---|---|
| Disabled (default) | Sync only updates existing Autotask tickets that were linked during import |
| Enabled | Every new Field Nation work order creates a new Autotask ticket automatically |
Enable in Field Nation → Integrations → Field Services → Autotask → Manage → Settings → Outbound Create (toggle).
When Outbound Create is enabled, Autotask requires six fields on every ticket creation: Title, Status, Priority, AccountID, QueueID (or AssignedResourceID + AssignedResourceRoleID), and DueDateTime. These must be configured as outbound field mappings before enabling this feature — missing any one will cause ticket creation to fail silently. See Required fields for Outbound Create in the Configuration guide.
When a provider logs time on a Field Nation work order, the connector writes a TimeEntry record to the linked Autotask ticket. For full configuration details, see the Time Log Sync guide.
| Field Nation | Autotask TimeEntry field |
|---|---|
| Start time | StartDateTime |
| End time | EndDateTime |
| Hours worked | HoursWorked |
| Resource ID | ResourceID |
| Work type | AllocationCodeID |
| Contract | ContractID |
| Notes | SummaryNotes or InternalNotes |
Duplicate prevention: To prevent duplicates on re-sync, the connector stores the Field Nation time entry ID inside the Autotask time entry record.
| Storage setting | Where the tracking ID appears |
|---|---|
| Summary Notes (default) | Appended as (#<id>) to Summary Notes |
| Internal Notes | Appended as (#<id>) to Internal Notes |
Set in Field Nation → Integrations → Field Services → Autotask → Manage → Time Logs.
Deletions: When a provider's time entry is removed in Field Nation, the connector deletes the corresponding record in Autotask by matching the stored tracking ID.
| Connector setting | Destination in Autotask | Entity written |
|---|---|---|
| Blank (default) | Expense module | ExpenseReport + ExpenseItem |
charge | Service Desk | TicketCost |
Configure in Field Nation → Integrations → Field Services → Autotask → Manage → Additional Charges.
For full field mapping details and setup instructions, see the Additional Charge Sync guide.
| Condition | Autotask attachment type |
|---|---|
| File ≤ 5 MB | FILE_ATTACHMENT (embedded) |
| File > 5 MB | URL (link only) |
| Executable or archive file type | URL (Autotask API restriction) |
| Signature capture | FILE_ATTACHMENT, always public visibility |
Attachment visibility (public vs. internal) is configurable globally in connector settings. Signature attachments are always public.
Contact your Field Nation account team to enable attachment sync for your account.
Notes added to a Field Nation work order are posted as TicketNotes in Autotask. Internal notes can be configured to be visible to resources only, not contacts.
Inbound imports can be triggered in two ways:
Navigate to your Field Nation account and begin creating a new work order, or open an existing one.
In the integration options, choose to import from Autotask and enter the Autotask ticket ID or number.
The connector authenticates to Autotask and retrieves:
Imported data populates the work order fields based on your inbound field mappings. Review and save.
To enable attachment import for your connector, contact your Field Nation account team. This is controlled by a per-account setting.
To have Autotask push tickets to Field Nation automatically, you must configure two elements in Autotask: an Extension Callout (the webhook destination) and a Workflow Rule (the trigger condition).
Before you start: Complete Step 7 of Configuration to get your trigger URL.
In Autotask, go to Admin → Extensions & Integrations → Other Extensions & Tools → Extension Callout (Tickets).
Click New and fill in the fields:
| Field | Value |
|---|---|
| Name | A descriptive name, e.g. DispatchToFN |
| Active | ✓ Checked |
| URL | Your Field Nation trigger URL from Configuration Step 7 |
| Username | Your Autotask API username |
| Password | Your Autotask API user password |
| Ticket User-Defined Field | Leave blank |
| HTTP Transport Method | POST |
| Data Format | Name Value Pair |
Leave Ticket User-Defined Field blank unless you intentionally want to restrict the callout to tickets that have a specific UDF value. Setting this field is a common reason initial tests fail — the callout will not fire at all if the test ticket does not have a value in the selected UDF.
If the Extension Callout has difficulty connecting, Autotask will automatically retry every minute for the next 10 minutes.
Click Save & Close.
Go to Admin → Automation → Workflow Rules.
Click New and ensure the Entity is set to Ticket (Service Desk). Name your rule (e.g. Autotask > FN).
Events: Check both Created by and Edited by (leave the dropdowns set to "Anyone"). This ensures the rule is evaluated whenever a ticket is created or updated.
Conditions: Define when the ticket is ready to dispatch. For example:
| Condition | Operator | Value |
|---|---|---|
| Status | Equal to | Dispatch to Field (or your equivalent status) |
Start with a single status condition. Add additional filters (Queue, Issue Type, custom UDF) only if your ticket volume requires further targeting.
UDF duplicate prevention (recommended): To prevent the same ticket from dispatching twice, add a second condition using a custom UDF (e.g. FN Sync Status):
| Condition | Operator | Value |
|---|---|---|
FN Sync Status UDF | does not equal | Sent |
After the first successful dispatch, update this UDF to Sent via an outbound field mapping so subsequent ticket updates do not re-trigger an import.
Scroll to the Actions section at the bottom of the Workflow Rule.
Leave the Updates section blank unless you explicitly want Autotask to automatically modify fields on the ticket when the rule fires.
Find the Then Execute Extension Callout dropdown and select the Extension Callout you created in Step 1 (e.g. DispatchToFN).
Click Save & Close.
Dispatch to Field) and save.When a webhook fires (or a manual import is initiated), the connector fetches data from Autotask in two passes:
Control what gets loaded by configuring your inbound field mappings in Step 9 of Configuration.
| Autotask entity | Fields fetched |
|---|---|
| Ticket | Title, Description, Status, Priority, DueDateTime, CreateDateTime, CompletedDate |
| Account | AccountName, Phone, Address fields |
| Account Location | Address, City, State, PostalCode, Country |
| Contact | FirstName, LastName, Email, Phone |
| Resource | FirstName, LastName, Email |
UDFs are only fetched if they are included in your inbound field mappings. After adding new UDFs to Autotask:
Attachments are not loaded by default. To enable:
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