Configure ConnectWise callbacks to trigger Field Nation work orders, and tune bidirectional sync workflows for status, notes, and attachments.
The ConnectWise connector supports two independent sync directions. Each is configured separately.
| Direction | How it works | Requires |
|---|---|---|
| Inbound (CW → FN) | ConnectWise fires a callback when ticket conditions are met; Field Nation fetches the ticket and creates or updates a work order | Callback configured in ConnectWise + connector configured in Field Nation |
| Outbound (FN → CW) | Field Nation work order events push status, notes, and attachments to the ConnectWise ticket | Connector configured + outbound field mappings set |
A callback is the mechanism that notifies Field Nation when a ticket is ready for dispatch. When it fires, ConnectWise posts the ticket ID to your Field Nation trigger URL. The connector fetches the full ticket and creates or updates the work order.
ConnectWise system callbacks are managed through the REST API — there is no callback UI unless your instance already has one. Follow the Callback Setup guide to register via Postman or cURL.
Before you start: Complete Steps 1–5 of Configuration and have your Field Nation trigger URL ready.
In Field Nation: Integrations → Field Services → ConnectWise → Manage → Settings → Trigger URL
Copy the full URL including the security token — it authenticates all inbound requests. Treat the token as a secret.
https://micro.fieldnation.com/v1/broker/inbound?client_token=<CLIENT_TOKEN> # production
https://micro.fndev.net/v1/broker-sandbox/inbound?client_token=<CLIENT_TOKEN> # sandboxThe trigger URL is environment-specific and unique to your account — always copy the exact value from your environment's Settings → Trigger URL.
Decide which ConnectWise ticket status should fire inbound sync — for example, "Dispatch to FN". When a ticket transitions into that status, the callback fires and Field Nation receives the ticket ID.
The callback is tied to a numeric status ID, not the status name. The Callback Setup guide — Step 2 shows how to look up that ID for each board.
Option A — Status-based (most common and simplest)
Register a callback with level: status and the numeric ID of your trigger status (e.g., "Dispatch to FN"). Only tickets transitioning into that status fire. See the Callback Setup guide.
Option B — Board-based or custom field (requires a ConnectWise Workflow Rule)
The CW callback API only supports status-level triggers. For board-based or custom-field conditions, configure a ConnectWise Workflow Rule that transitions the ticket into your trigger status when the condition is met — then the status-based callback fires normally.
Example Workflow Rule conditions:
If your callback fires on every ticket update (re-transitions included), add a Workflow Rule condition that excludes tickets where a custom field (e.g. FN Sync Status) is already set to "Sent". Set that field via an outbound Field Nation mapping after the first successful sync.
Follow the Callback Setup guide to register via Postman or cURL. The guide covers:
Append &external_id= to your trigger URL in the registration payload so ConnectWise appends the ticket ID on delivery.
Reference and list fields fail if the value doesn't match exactly. Free-text fields (summary, description, address) are safe; anything else (country, status, type, board, dropdown custom fields) must be set to inbound-only (←) or map to an exact ConnectWise value. See Configuration → Step 6.
When a Field Nation work order status changes, the connector updates the linked ConnectWise ticket status using your status mapping configuration.
Configure under Field Nation → Integrations → Field Services → ConnectWise → Field Mappings → Status. Map ConnectWise and Field Nation statuses to each other in the Status mapping table. Values are populated after Refresh Fields runs.
When a message is posted on a Field Nation work order, the connector creates a Ticket Note in ConnectWise.
| Setting | Behavior |
|---|---|
| Message sync disabled | Notes do not sync |
| Message sync enabled, public | Note written to the ConnectWise Detail Description field — visible to contacts |
| Message sync enabled, internal | Note written to the ConnectWise Internal Analysis field — internal only |
When a provider uploads a file to a Field Nation work order, the connector uploads it to ConnectWise Documents under the linked service ticket. (Buyer-side Client Documents uploads do not trigger outbound — only provider uploads.)
Attachment sync is controlled in the Client Documents mapping section — "Import all files from Connectwise ticket to Client Documents…" (inbound) and "Send provider uploads to Connectwise as Document" (outbound) — and requires the Client Documents contract feature. Outbound documents are always created as private in ConnectWise (hardcoded, not configurable). The Deliverables → Access Control setting only controls inbound visibility — files synced from ConnectWise into Field Nation. If the toggles don't appear, contact Field Nation Support to enable the Client Documents entitlement.
The connector checks existing documents on the ticket before each upload using a fingerprint derived from the file's upload ID. Files already present are skipped — no duplicate uploads occur.
Requires Companies → Manage Attachments — Add on the API member's security role (the same permission's Inquire level is also what lets the connection read ticket documents at all).
When enabled, every new Field Nation work order automatically creates a new ConnectWise service ticket. The returned ticket ID is stored on the work order for all future sync events.
Enable in Field Nation → Integrations → Field Services → ConnectWise → Manage → Settings → Outbound Create (toggle).
Requires Service Tickets — Add permission on the security role.
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Configuration
Create a dedicated ConnectWise API member with the correct permissions, generate API keys, and connect the Field Nation connector end-to-end.
Callback Setup
Register a ConnectWise webhook callback via the REST API (Postman or cURL) to trigger Field Nation work order creation on ticket status change.