Autotask field mappings
This article defines how Autotask fields are mapped to IT Glue fields. Learn more about integrating with Autotask in this article.
A summary of the two-way sync behaviour:
- Configurations <—> Configuration Items (excluding PSA custom fields)
- Organizations <—> Accounts
- Locations <—> Locations
- Contacts <—> Contacts
Configuration items
| IT Glue: Configuration | Autotask: Configuration Item |
| Name | Reference Name (if present) OR Product Name |
| Asset Tag | Reference Number |
| Contact | Contact |
| Configuration Status | Active |
| Configuration Type | Configuration Item Type |
| Installed At | Install Date |
| Installed By | Installed By |
| Manufacturer | Product Name -> Manufacturer * |
| Model | Product Name -> Manufacturer Product Number * |
| Notes | Notes |
| Serial Number | Serial Number |
| Expiration Date | Warranty Expiration Date |
| Location | Location |
* Manufacturers and models will be created in IT Glue if they don't already exist. For a list of the manufacturers and models created in IT Glue, go to Account and click the relevant option on the sidebar.
Organizations
| IT Glue: Organization | Autotask: Account |
| Name | Account Name |
| Status | Active |
| Type | Account Type |
| Parent Organization | Parent Company Name |
| Primary Location | Account Location |
| Short Name | Account Number |
Contacts
| IT Glue: Contact | Autotask: Contact |
| First Name | First Name |
| Last Name | Last Name |
| Title | Title |
| Work Email | Email Address |
| Work Phone | Phone/Ext |
| Mobile Phone | Mobile Phone |
| Alternate Phone | Alternate Phone |
| Fax | Fax |
| Location | Account Location |
Locations
| IT Glue: Location | Autotask: Location |
| Name | Name ** |
| Address 1 | Address 1 |
| Address 2 | Address 2 |
| City | City |
| State/Province | State/Province |
| Zip Code | Zip Code |
| Country | Country |
| Phone | Phone |
| Fax | Fax |
** This does not apply for personal address details on an Autotask PSA contact.
A summary of one-way sync behaviour:
- Tickets <— Tickets
Tickets
| IT Glue: Ticket | Autotask: Ticket |
| Board | Queue |
| Title | Name |
| Ticket Number | Ticket Number |
| Contact | Contact |
| Status | Status |
| Priority | Priority |
| Created | Created |
| Updated | Updated |
| Configurations | Configurations |
Matching logic
Standard matching rules are used to match records within IT Glue when pulling over data from Autotask. The sync will discover accounts, configuration items, contacts, and account/contact addresses in Autotask and match them to data in IT Glue using the Autotask fields shown in the table below:
| Rule | Matches on |
| Organization | Account Name |
| Contacts | (Account) AND (First Name AND Last Name) |
| Configurations |
(Account) AND (Configuration Item Type AND Reference Name) AND (Serial Number) *** |
| Locations | (Account) AND (Address 1 AND Address 2 AND City AND State/Province AND Country) |
| Tickets | (Account) AND (Ticket Number) |
If the matching logic is unsuccessful in finding a match, a new record is created. When one or more identical matches are found, the item that was created first is matched on.
*** Configurations: If there is more than one match, the system will try to narrow the matches using the serial number before matching on the date created.
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