Callback Setup

A callback is the webhook that tells Field Nation a ticket is ready: when a ticket reaches your trigger status, ConnectWise posts the ticket ID to your Field Nation trigger URL, and the connector creates or updates the work order.

Prerequisites

Before registering the callback, collect these values:

Step 1: Set up authentication

ConnectWise REST uses HTTP Basic auth (Company+PublicKey:PrivateKey) plus a clientId header on every request.

HOST='api-na.myconnectwise.net'
B="https://$HOST/v4_6_release/apis/3.0"
H_CLIENT='clientId: <CLIENT_ID>'
H_ACCEPT='Accept: application/vnd.connectwise.com+json; version=3.0.0'
AUTH='<COMPANY_NAME>+<PUBLIC_KEY>:<PRIVATE_KEY>'

Step 2: Discover the target status ID

The callback payload needs the numeric objectId of your target status — not the status name. Status IDs are unique per board: the same status name has a different ID on each board.

First, find the numeric board ID for the board your tickets live on. You need this to query statuses.

curl -s -G "$B/service/boards" \
  --data-urlencode 'fields=id,name' \
  -H "$H_CLIENT" -H "$H_ACCEPT" -u "$AUTH"

Find your board name and copy its id (e.g. 7). Then list its statuses to get the numeric status ID.

curl -s -G "$B/service/boards/<BOARD_ID>/statuses" \
  --data-urlencode 'pageSize=100' \
  --data-urlencode 'fields=id,name' \
  -H "$H_CLIENT" -H "$H_ACCEPT" -u "$AUTH"

Find your target status name and copy its top-level id:

{ "id": 142, "name": "Dispatch to FN", "board": { "id": 7, "name": "Field Services" } }

Here 142 is the objectId for the next step. Repeat per board for multi-board setups.

Step 3: Check for an existing callback (recommended)

Before registering, list current callbacks so you don't create a duplicate (ConnectWise rejects a second callback on the same status with ObjectExists). Use pageSize=200 — a recently added callback often sits on page 2 and won't appear in the default 25-record response, which makes it look like it doesn't exist.

curl -s -G "$B/system/callbacks" \
  --data-urlencode 'pageSize=200' \
  --data-urlencode 'fields=id,description,url,objectId,level,type' \
  -H "$H_CLIENT" -H "$H_ACCEPT" -u "$AUTH"

Scan the url values to see which environment each callback points at (fieldnation.com = production, fndev.net = sandbox) and which objectId (status) each watches.

Step 4: Register the callback

curl -i -X POST "$B/system/callbacks" \
  -H "$H_CLIENT" -H "$H_ACCEPT" -H 'Content-Type: application/json' \
  -u "$AUTH" \
  -d '{
    "description": "Field Nation Integration",
    "url": "<FN_TRIGGER_URL>&external_id=",
    "type": "ticket",
    "level": "status",
    "objectId": <TARGET_STATUS_ID>,
    "inactiveFlag": false,
    "isSoapCallbackFlag": false
  }'

{
  "description": "Field Nation Integration",
  "url": "<FN_TRIGGER_URL>&external_id=",
  "type": "ticket",
  "level": "status",
  "objectId": <TARGET_STATUS_ID>,
  "inactiveFlag": false,
  "isSoapCallbackFlag": false
}

Replace <FN_TRIGGER_URL> with your exact environment trigger URL (it already contains client_token; append &external_id= so ConnectWise appends the ticket ID when it fires) and <TARGET_STATUS_ID> with the integer from Step 2.

Validate the callback

Check the API response

A successful registration returns HTTP 201 Created:

{
  "id": 88,
  "description": "Field Nation Integration",
  "url": "https://micro.fieldnation.com/v1/broker/inbound?client_token=<CLIENT_TOKEN>&external_id=",
  "objectId": 142,
  "type": "ticket",
  "level": "status",
  "memberId": 15,
  "inactiveFlag": false,
  "isSoapCallbackFlag": false
}

Note the returned id — the ConnectWise callback ID — in case you need to update or delete it later.

Run an end-to-end test

1. Open a test ticket on your target board.
2. Change its status to your trigger status and save — that transition is what fires the callback (re-saving a ticket already in the status does nothing).
3. In ConnectWise: System → Setup Tables → Integrator Login → open your integration → confirm HTTP 200 in the callback log.
4. Check Field Nation — confirm a work order was created from the ticket.

Error reference

Troubleshooting

UI fallback (only if your instance has a Callbacks table)

A minority of ConnectWise instances expose System → Setup Tables → Callbacks. If yours does, you can register there instead of the API:

If this table isn't present, or saving returns a permission error, use the API method above — that's the norm, not the exception.

Summary