Autotask Service Calls

Autotask Service Call Management

Overview

Service Calls in Autotask are used to schedule and plan work against tickets. They represent a planned visit or block of work — linking one or more tickets to a time slot and assigning technicians. This skill covers the full lifecycle: creating service calls, linking tickets, assigning resources, and completing/closing them.

Service Call Status Codes

| Status ID | Name | Description | |-----------|------|-------------| | 1 | New | Freshly created, not yet dispatched | | 2 | In Progress | Technician is actively working | | 5 | Complete | Work completed |

Instance note: Status picklist values are instance-specific. Use autotask_get_field_info with entityType: "ServiceCalls" to confirm valid values for your Autotask instance.

Data Model

Service Calls have a three-layer structure:

ServiceCall
  └── ServiceCallTicket(s)        ← links a Ticket to the ServiceCall
        └── ServiceCallTicketResource(s)  ← assigns a Technician to that ticket

• A single ServiceCall can cover multiple tickets
• Each ServiceCallTicket can have multiple resources (technicians)
• Resources can have a roleID to specify their role for billing purposes

Complete Field Reference

ServiceCall Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | int | System | Auto-generated ID | | description | string | Yes | Description of the service call | | status | int | No | Status picklist ID (default: 1 = New) | | startDateTime | datetime | Yes | Scheduled start (ISO 8601) | | endDateTime | datetime | Yes | Scheduled end (ISO 8601) | | duration | decimal | System | Calculated from start/end | | companyID | int | No | Company this service call is for | | companyLocationID | int | No | Site/location within the company | | complete | boolean | No | Set true to mark complete | | createDate | datetime | System | When the service call was created | | creatorResourceID | int | System | Who created the service call | | lastModifiedDateTime | datetime | System | Last update timestamp |

ServiceCallTicket Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | int | System | Auto-generated ID | | serviceCallID | int | Yes | The parent service call | | ticketID | int | Yes | The linked ticket |

ServiceCallTicketResource Fields

| Field | Type | Required | Description | |-------|------|----------|-------------| | id | int | System | Auto-generated ID | | serviceCallTicketID | int | Yes | The parent service call ticket | | resourceID | int | Yes | The technician (resource) to assign | | roleID | int | No | Role for billing rate determination |

Available MCP Tools

| Tool | Description | |------|-------------| | autotask_get_service_call | Get a service call by ID | | autotask_search_service_calls | Search by company, status, or date range | | autotask_create_service_call | Create a new service call | | autotask_update_service_call | Update details, times, or status | | autotask_delete_service_call | Delete a service call | | autotask_search_service_call_tickets | Find tickets linked to a service call | | autotask_create_service_call_ticket | Link a ticket to a service call | | autotask_delete_service_call_ticket | Remove a ticket from a service call | | autotask_search_service_call_ticket_resources | Find technicians assigned to a service call ticket | | autotask_create_service_call_ticket_resource | Assign a technician to a service call ticket | | autotask_delete_service_call_ticket_resource | Remove a technician assignment |

Common Workflows

Create a Service Call and Link a Ticket

1. autotask_create_service_call
   → description, startDateTime, endDateTime, companyID

2. autotask_create_service_call_ticket
   → serviceCallID (from step 1), ticketID

3. autotask_create_service_call_ticket_resource
   → serviceCallTicketID (from step 2), resourceID, roleID

Complete a Service Call

Two equivalent approaches:

# Option A: Set complete flag
autotask_update_service_call → serviceCallId, complete: true

# Option B: Update status
autotask_update_service_call → serviceCallId, status: 5

Find All Tickets for a Service Call

autotask_search_service_call_tickets → serviceCallId: <id>

Find All Service Calls for a Ticket

autotask_search_service_call_tickets → ticketId: <id>

Find Upcoming Service Calls for a Company

autotask_search_service_calls → companyId: <id>, startAfter: "2026-03-22T00:00:00Z"

API Patterns

Create Service Call

POST /v1.0/ServiceCalls
Content-Type: application/json

{
  "description": "On-site visit - network troubleshooting",
  "status": 1,
  "startDateTime": "2026-03-25T09:00:00Z",
  "endDateTime": "2026-03-25T12:00:00Z",
  "companyID": 12345
}

Link Ticket to Service Call

POST /v1.0/ServiceCallTickets
Content-Type: application/json

{
  "serviceCallID": 99001,
  "ticketID": 54321
}

Assign Technician

POST /v1.0/ServiceCallTicketResources
Content-Type: application/json

{
  "serviceCallTicketID": 88001,
  "resourceID": 29744150,
  "roleID": 5
}

Update / Complete Service Call

PATCH /v1.0/ServiceCalls
Content-Type: application/json

{
  "id": 99001,
  "complete": true
}

Query Service Calls

POST /v1.0/ServiceCalls/query
Content-Type: application/json

Upcoming service calls for a company:

{
  "filter": [
    { "op": "eq", "field": "companyID", "value": 12345 },
    { "op": "gte", "field": "startDateTime", "value": "2026-03-22T00:00:00Z" }
  ],
  "pageSize": 25
}

Open service calls (not complete):

{
  "filter": [
    { "op": "noteq", "field": "status", "value": 5 }
  ]
}

Error Handling

| Code | Cause | Resolution | |------|-------|------------| | 400 | Missing required fields | Ensure description, startDateTime, endDateTime are provided | | 400 | Invalid datetime format | Use ISO 8601 format: 2026-03-25T09:00:00Z | | 404 | Service call not found | Confirm the ID exists | | 404 | Ticket not found | Confirm ticket ID before linking |

Best Practices

1. Always link at least one ticket — A service call with no linked tickets has no billable context
2. Assign resources after linking tickets — ServiceCallTicketResource requires a ServiceCallTicketID, not a ServiceCallID
3. Set companyID on the service call — Helps with scheduling views and reporting
4. Use autotask_get_field_info to discover instance-specific status picklist values before creating service calls
5. Complete promptly — Mark service calls complete when work is done so scheduling boards stay accurate

Related Skills

• [Autotask Tickets](../tickets/SKILL.md) - Ticket management
• [Autotask Time Entries](../time-entries/SKILL.md) - Time tracking and billing
• [Autotask API Patterns](../api-patterns/SKILL.md) - Query builder and authentication