Autotask Integration Instructions

[Updated 4/5/2016]

Table of Contents
Overview
Integration Prerequisites
Data Flow
Data Fields
Setup Autotask in Field Nation
Autotask LiveLinks Installation
Configure Field Nation – Send Ticket LiveLink
Granting Access to Field Nation Send Ticket LiveLink
Configure Field Nation – View Ticket LiveLink
Checking LiveLink Access Levels
Setting up individual Field Nation users in Autotask
Mapping Data Field Back to Autotask
Sending Tickets to Field Nation
View Field Nation Work Order
Getting Field Nation Custom Field ID Number [Changing in future release!!!]
 
 

Overview

If your company uses Autotask to manage requests from your end clients, you may find yourself copying and pasting between Autotask and Field Nation. You can simplify this process by using our Autotask integration. Ticket information can easily be pushed to Field Nation to create a work order, and meaningful progress updates will be automatically pushed back to your Autotask ticket.           

Integration Prerequisites

  • LiveLinks Autotask Add-on (possible instructions here)
  • Field Nation Admin Account
  • Autotask Admin Account

Data Flow

  • Data can flow between both systems. That is, Autotask can send data to Field Nation and data can be sent back to Autotask. The data flow is event driven between the systems.
  • Updates within Autotask (for example schedule updates) will not update the Field Nation Ticket with the updated information. Users will have to login to Field Nation to manually update the ticket.

Data Fields

  • Autotask has system fields that will send data to Nation. Field Nation has system fields that will retrieve data from Autotask and also send data back to Autotask??
  • Custom Fields within Field Nation can be mapped to UDF (user defined fields) in Autotask.

Setup Autotask in Field Nation

  1. Login to your Buyer Administrator account at www.fieldnation.com
  2. Click “Company Manager” in the “My Company” side menu.


     
  3. Find the “Integrations” section of the “Company Manager” page click 3rd Party Integration


     
  4. Check the box next to “Enable Autotask”

     
     
  5. Fill in the corresponding fields with the following information:
    1. Provide your Autotask Administrator user name in the “Autotask User Name for API” field

      https://s3.amazonaws.com/fieldnation/help_image/50b4c2730c0e25.92655451.jpg
       
    2. Provide your Autotask password in the “Autotask Password for API” field and confirm your password in the “Autotask Confirm Password for API” field

      https://s3.amazonaws.com/fieldnation/help_image/50b4c273664cf4.50776193.jpg
       
  6. Autotask has set a domain for you. You will need to log into your Autotask admin account and look at the URL in your address bar to see what domain you are a part of


     
  7. Select your “Autotask Domain Name for API” in the corresponding drop down menu

    https://s3.amazonaws.com/fieldnation/help_image/50b4c273818040.03684905.jpg
     
  8. Check the “Do not forward notifications that would be sent to company managers to Autotask. A note containing total costs and expenses will still be sent to Autotask when the work order is approved.”
  9. Click https://s3.amazonaws.com/fieldnation/help_image/50b4c273c853e3.55340018.jpgto save your Autotask information into our database.

Autotask LiveLinks Installation

  1. Login to your administrator Autotask account at www.autotask.net
  2. Hover your mouse over the “Admin” icon on the Autotask homepage and choose “LiveLinks Designer”


     
  3. On the “LiveLinks Designer” page click “Explore the AXN LiveLinks Catalog”


     
  4. From the LiveLinks Designer screen select Explore AXN LiveLinks Catalog
  5. From the left hand side of the “Explore AXN LiveLinks Catalog” screen search for Field Nation in the “LiveLink Name” field and click search


     
  6. Right click and choose “Install LiveLink” for both Field Nation Send and View LiveLinks

     https://s3.amazonaws.com/fieldnation/help_image/50b4c27472f9c4.68021600.jpg

Configure Field Nation – Send Ticket LiveLink

  1. Go back to the “LiveLinks Designer” page and click “Field Nation – Send Ticket” under the “LiveLink Name” column. Edit the LiveLink


     
  2. Change Base URL* from "www.” to “app.”


     
  3. In the “Form Post Parameters” section of this “LiveLink” you will need to insert your user defined fields into the “Parameters Value” fields. Follow these steps to accomplish this:
    1. Find the “Parameter Name” that needs a “Parameter Value” assigned. Click your curser in the “Parameter Value” field to select it

       https://s3.amazonaws.com/fieldnation/help_image/50b4c276493c25.31963716.jpg
       
    2. Find your field in the “LiveLink Parameters” menu to the left and click on it so it is highlighted

       https://s3.amazonaws.com/fieldnation/help_image/50b4c2768a8732.89875720.jpg
       
  4. Click “Insert” and verify that they correct value was inserted into the corresponding “Parameter Value”

    https://s3.amazonaws.com/fieldnation/help_image/50b4c276c3ee21.34808394.jpg
Note:
The parameter values that are already filled are required for Autotask and Field Nation to integrate. Do not change their values. Repeat step “13” until all necessary values are filled in.
To add map fields to a Field Nation Custom Field the Parameter Name should be fn_custom_####. More info on how to find the ID #### here.
  1. Check the box next to “Active” to make this LiveLink active

    https://s3.amazonaws.com/fieldnation/help_image/50b4c277195556.76142847.jpg
     
  2. When all necessary values are filled in click “Save and Publish”


     

Granting Access to Field Nation Send Ticket LiveLink

  1. Click the “Security Levels” tab


     
  2. Check the boxes next to the corresponding groups that apply for your users. This allows them to use the LiveLinks

    https://s3.amazonaws.com/fieldnation/help_image/50b4c277f29ea6.76357843.jpg
     
  3. Repeat steps but for the “Departments” tab

    https://s3.amazonaws.com/fieldnation/help_image/50b4c278288ec1.33772971.jpg
     
  4. Click “Save & Close”

 

Configure Field Nation – View Ticket LiveLink

1.Go back to the “LiveLinks Designer” page and click “Field Nation – Send Ticket” under the “LiveLink Name” column. Edit the LiveLink
2.Change Base URL* from "www.” to “app.”
3.Check Active
4.Click Save and Publish
5.Click San and Close


 

Checking LiveLink Access Levels

  1. Once you’ve successfully installed the “Field Nation LiveLinks” go back to the “LiveLinks Designer” page and click the “Applications” tab at the top


     
  2. Click “Field Nation” under the “LiveLink Application Name” column


     
  3. Check “Requires Authentication” and select “User-Level”. Then click “Save & Close”

 

Setting up individual Field Nation users in Autotask

Note:
Once you’ve setup LiveLinks on your Autotask administrator account for your company you’ll need to setup individual user accounts for each Autotask user under your organization.
For this process each Autotask user under your organization will also need to have an account under your Field Nation Buyer account.
1.www.autotask.net
2.




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6.
Please remember that each user sending tickets to Field Nation will need to update their profile with their Field Nation login information.

Mapping Data Field Back to Autotask

  1. Login to your Buyer Administrator account at www.fieldnation.com
  2. Click “Company Manager” in the “My Company” lefthand navigation menu.


     
  3. Find the “Integrations” section of the “Company Manager” page click “3rd Party Integration”


     
  4. Select Setup Mapping Back to Autotask


     
  5. Select +Map Another Field


     
  6. To send back Field Nation Work Order ID, select:
    1. Field to Update In Autotask: FN Work Order ID
    2. New Value <Workorder ID>
    3. When To Map: On Creation


       
  7. To send back Provider Information on assignment, select:


     
  8. To update Autotask when a provider has been unassigned

Sending Tickets to Field Nation

Once you’ve created a ticket on Autotask you will need to send that ticket to Field Nation
1.




2.
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You are also able to open the ticket and from the LiveLinks dropdown select Field Nation – Send Ticket


Note:
If the Field Nation site does not pop up you will need to enable pop ups while using Autotask.
4.
5.https://s3.amazonaws.com/fieldnation/help_image/50b4c27b161399.94308579.jpg

View Field Nation Work Order 

You can view the progress of your ticket on Autotask or on Field Nation. If you’d like to view the ticket’s progress:
  1. Pull up a ticket on Autotask, hover your mouse over “LiveLinks” and select “Field Nation – View Ticket” to login to Field Nation and view the progress of the ticket from Autotask


     
Note: 
View and send tickets will always show under the “LiveLinks” menu. This is the way Autotask functions.
1.

 

Getting Field Nation Custom Field ID Number

Below are the steps that you can use to find the fn_custom_#### number which is used to map a Autotask filed to a Field Nation Custom Field.
1.Login to your Field Nation Admin Account
2.Select My Company  Company Manager
3.Within the Work Order section select Custom Work Order Fields
4.Each custom field has an internal ID which is highlighted below
 
 

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