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 - Ticket management
• Autotask Time Entries - Time tracking and billing
• Autotask API Patterns - Query builder and authentication