Autotask integration: Mapping organizations, products and contracts

Introduction

This article explains how to map Platform records to their Autotask counterparts before posting any invoice data. Mapping is done on the Mapping page and must be completed in order: Organizations first, then Products, then Contracts, and finally Invoices.

You can only start mapping after you've saved authentication credentials and confirmed Material Code Mappings on the Configuration tab. For setup instructions, see First steps with the Autotask integration.

In this article

• Mapping page
• Mapping best practices
• Organizations tab
• Products tab
• Contracts tab

Mapping page

The Mapping page is where you link Platform records to Autotask records before posting any Invoice data. It contains four tabs that you should complete in order: Organizations, Products, Contracts, and Invoices.

In the top-right corner of the Mapping page, a Best Practices button opens a modal dialog with recommended guidelines for the Autotask integration.

On the Organizations and Products tabs, data is pulled from Autotask into the Platform — clicking Sync Organizations or Load Products reads from Autotask and populates the Platform grid. Nothing is written to Autotask during these steps.

On the Contracts tab, available contracts are likewise read from Autotask for selection. Data flows in the opposite direction — from the Platform to Autotask — only when Invoice Lines are synced via Sync Invoices to PSA.

The one exception: if Auto-Create Recurring Contract is enabled in Settings → Configuration, a new Recurring Service Contract may be automatically created in Autotask during invoice sync for any mapped Organization that doesn't yet have one.

Mapping best practices

Clicking the Best Practices button in the top-right of the Mapping page opens a modal titled "Best Practices — Autotask PSA Integration". It contains the following guidance:

• Organization Mapping — map Platform Organizations to Autotask companies before syncing invoices. Use the exact company name or ID from Autotask to avoid duplicate entries. Exclude inactive or test organizations from sync to keep PSA data clean. Review unmapped organizations regularly to ensure billing accuracy.
• Product Mapping — create generic product names in Autotask that cover multiple commitment term and billing cycle combinations. A single Autotask Service can be mapped to multiple Platform Offers with different terms. Use the Load Products function to pull the latest invoice-related Offers before mapping. Verify that each mapped Service has a valid Service Code configured in Autotask.
• Invoice Sync — sync invoices only after Organizations, Products, and Contracts are fully mapped. Recurring Charge Types (Cycle Fee, Purchase Fee) sync as Contract Service Adjustments. One-time Charge Types (Usage Fee, Correction, User Correction, One Time Fee, Item Fee) sync as Contract Charges. Use the System Logs page to verify sync results and investigate errors.
• Configuration — configure Material Code Mappings for each Charge Type to ensure Autotask billing codes are applied correctly. Test API credentials using the Test Connection button before saving.

Click Close to dismiss the modal.

Organizations tab

The Organizations tab is where you map Platform Organizations to Autotask Accounts. Only Organizations that participate in valid invoices are pulled from the Platform — the full Organization list isn't transferred.

In Autotask, the entity shown on this tab may be labeled Account, Organization, Company, Business Unit, Client, or Site depending on the terminology setting your Autotask admin has configured. The underlying entity is the same. This article uses Account to match the current default Autotask UI.

Sync Organizations button

On first access, the table may be empty because no Autotask data has been retrieved yet. Click Sync Organizations (top-right of the tab) to retrieve Accounts from Autotask and reconcile them against the Platform Organization list. The button displays a loading spinner during the operation and shows a toast on completion.

Where the data comes from

The Sync Organizations button reads Autotask Companies via CRM → Search → Accounts.

The data you see in the PSA Organization Name and PSA Organization ID columns on the Platform comes directly from those Account records.

To verify a mapping points at the correct Account, click the Account name in Autotask CRM and confirm the ID matches the PSA Organization ID shown on the Platform.

Search

The search field above the table filters rows in real time as you type. Accepted inputs:

• Organization Name
• Organization Reference #
• PSA Organization Name

Organizations grid columns

The grid displays all Organizations for the Seller, one row per record. The table is horizontally scrollable. Columns, in order:

• Organization Name — the Organization name as it appears in the Platform.
• Organization Reference # — the reference ID of the Organization in the Platform.
• Organization Status — the Organization status in the Platform, shown with a colored status circle (for example, green for Active, blue for New).
• PSA Organization Name — the mapped Autotask Account name. For unmapped rows, displays a clickable prompt to open the mapping dialog.
• PSA Organization ID — the Autotask Account identifier.
• PSA Organization Status — the Account status as reported by Autotask.
• Excluded from Sync — rendered as a colored badge: green background for No (lines will be posted), red background for Yes (lines are blocked from posting). Defaults to Yes for every newly synced Organization.
• Actions — Edit (pencil icon) and Remove Mapping (trash icon), both wrapped in tooltips.

The Excluded from Sync flag defaults to Yes for every newly synced Organization. You must explicitly set it to No before any Invoice Lines for that Organization are posted to Autotask. This is a deliberate safety mechanism — nothing is auto-posted without your confirmation.

Summary footer

Below the table, a summary line displays: "Total organizations: N | Mapped: N | Unmapped: N", updating dynamically as filters are applied.

Map an Organization step by step

1. Locate an unmapped row in the grid (PSA Organization Name column shows no value).

2. In the Actions column, click the Edit (pencil) icon. A mapping dialog opens.

   

3. In the dialog, search for the Autotask Account by name or ID and select it.

   

4. To make Invoice Lines for this Organization eligible for syncing, set Excluded from Sync to No.

   

5. Save the mapping. The row's PSA Organization Name and PSA Organization ID update, and the Excluded from Sync badge turns green.

   

Remove a mapping

In the Actions column, click the Remove Mapping (trash) icon. A confirmation dialog appears before the mapping is cleared. The row remains in the grid with its PSA Organization Name and PSA Organization ID cleared.

Removing an Organization mapping doesn't affect Invoice Lines that have already been synced to Autotask. Already-synced lines remain on the original Autotask Account. Only future syncs are affected.

Products tab

The Products tab maps Platform Offers to Services in Autotask. Only Offers that appear on Invoices are loaded — the entire Platform catalogue isn't synced. This limits the mapping workload to Offers that are actually being billed.

Despite the tab being labeled Products, each Platform Offer maps to an Autotask Service record (not an Autotask Product — these are two separate Autotask entities). The tab label matches the Platform's own vocabulary; this naming is under review and may change in a future release. For instructions on creating Services in Autotask, see Autotask Setup Guide.

Load Products button

The Load Products button (top-right of the tab) retrieves Offers that have appeared on Invoices from the Platform catalogue and populates the Products table. The button shows a loading state during the fetch and displays a toast indicating how many Offers were loaded.

Running Load Products a second time doesn't duplicate existing rows. Newly-discovered Offers are appended to the grid, and existing rows retain their mappings.

Where the data comes from

The Load Products button reads Autotask Services via Admin → Features & Settings → Products, Services & Inventory → Services.

The PSA Product Name and PSA Product ID columns reflect the Name and ID of the Autotask Service record. To verify a mapping, open the Services list in Autotask Admin and confirm the Service name and ID match.

Search

The search field above the table filters rows in real time. Accepted inputs:

• Offer Name
• Offer ID
• Vendor Name
• PSA Product Name

Products grid columns

The grid displays one row per Offer. Columns, in order:

• Offer Name — the Offer name in the Platform.
• Offer ID — the Offer ID in the Platform.
• Offer External ID — the vendor-side Offer identifier.
• Vendor Name — the Vendor associated with this Offer.
• PSA Product Name — the mapped Autotask Service name. For unmapped rows, this column is empty until you create a mapping via the Edit dialog.
• PSA Product ID — the mapped Autotask Service identifier.
• Mapping Status — rendered as a badge: Mapped (green) or Unmapped (amber/grey). An Unmapped row indicates no Autotask Service has been associated with the Platform Offer yet.
• Actions — Edit (pencil icon) and Remove Mapping (trash icon), both wrapped in tooltips.

Map a Product step by step

1. Locate an unmapped row in the grid (Mapping Status = Unmapped).

2. Click the Edit (pencil) icon. A dialog opens, allowing you to search for and select the corresponding Autotask Service by name or ID.

   

3. Select the Autotask Service. The PSA Product Name and PSA Product ID columns update automatically.

   

4. Click Save.

   

5. The row's Mapping Status badge changes to Mapped (green).

A single Autotask Service can be mapped to multiple Platform Offers with different commitment terms or billing cycles. If a Service doesn't appear in the mapping dialog, it hasn't yet been created in Autotask or isn't marked Active. Create it in Autotask first, then return to this tab. For instructions, see Autotask Setup Guide.

Contracts tab

The Contracts tab maps Platform Contracts to Recurring Service Contracts in Autotask. This tab appears as the third tab in the Mapping section, positioned before the Invoices tab. You must complete contract mapping before Invoice Lines can be posted.

Search

The search field above the table filters rows in real time. Accepted inputs:

• Organization Name
• Contract ID
• Contract Name
• PSA Agreement Name

Contracts grid columns

The grid displays one row per Platform Contract. Columns, in order:

• Organization Name — the Organization this contract belongs to.
• Organization Reference # — the Organization reference ID in the Platform.
• Organization ID — the Organization ID in the Platform.
• Organization Status — the Organization status in the Platform.
• Contract ID — the Contract ID in the Platform.
• Contract Name — the Contract name in the Platform.
• PSA Organization Name — the Autotask Account this contract's Organization is mapped to.
• PSA Organization ID — the Autotask Account ID.
• PSA Agreement Name — the mapped Autotask Recurring Service Contract name. Displayed as a blue clickable hyperlink for mapped rows — clicking opens the agreement in Autotask in a new tab. Unmapped rows display an em-dash (—) placeholder.
• PSA Agreement ID — the mapped Autotask Recurring Service Contract ID. Also a blue clickable hyperlink for mapped rows.
• Actions — Edit (pencil icon) and Remove Mapping (trash icon), both wrapped in tooltips.

Map a Contract step by step

1. Locate a row where PSA Agreement Name shows 'Click to select', indicating it isn't yet mapped.

2. Click the Edit (pencil) icon. A dialog opens, allowing you to search for and select the corresponding Autotask Recurring Service Contract by name or ID.

   

3. Select the contract. The PSA Agreement Name and PSA Agreement ID columns update and become red hyperlinks once saved.

   

4. Clicking either hyperlink opens the agreement directly in Autotask in a new tab, allowing you to verify the correct contract was selected.

   

   To find the contract manually in Autotask without using the hyperlink, go to the Contracts module → Search Contracts → search by Contract Name or Account name.

   

Summary

This article covered the full mapping workflow for Organizations, Products, and Contracts — the three foundational mapping steps that you must complete before any Invoice Lines can be posted to Autotask. It also explained how mapping changes propagate automatically to unsynced Invoice Lines. For the next step — loading, reviewing, and syncing invoice lines — see Autotask integration: Loading and syncing invoice lines.

Related content

• Autotask integration overview
• Autotask Setup Guide
• First steps with the Autotask integration
• Autotask integration: Loading and syncing invoice lines
• Autotask integration: System Logs and troubleshooting