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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