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
| 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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