# Autotask Service Calls

> Autotask Service Call data model - the ServiceCall / ServiceCallTicket / ServiceCallTicketResource three-layer structure - covering fields, status codes, and how tickets and technicians (resources) are linked to scheduled work.

- Skill: `wyre-ai/autotask-service-calls` (Agent Skill)
- Install (CLI): `npx skillmds@latest add wyre-ai/autotask-service-calls`
- Raw SKILL.md: https://api.skillmd.com/api/skills/wyre-ai/autotask-service-calls/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: AI & ML
- Author: WYRE-AI (https://skillmd.com/u/wyre-ai)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/wyre-ai/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.

## Anti-triggers

- **The underlying request being worked** — a service call schedules
  tickets, it does not replace them; use `autotask-tickets`.
- **Hours actually worked** — a service call is a plan; billable time
  is logged separately with `autotask-time-entries`.
- **Multi-phase planned work with dependencies** — use
  `autotask-projects`.

## 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

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

```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

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

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

### Assign Technician

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

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

### Update / Complete Service Call

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

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

### Query Service Calls

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

**Upcoming service calls for a company:**
```json
{
  "filter": [
    { "op": "eq", "field": "companyID", "value": 12345 },
    { "op": "gte", "field": "startDateTime", "value": "2026-03-22T00:00:00Z" }
  ],
  "pageSize": 25
}
```

**Open service calls (not complete):**
```json
{
  "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