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Steve Rudakov 1 min read

Support Fusion build update: 25th April 2025

Product

This week we’re introducing field mapping, and walking through the configuration of linking fields between PSA and ITSM platforms.

  • Steve walks through how MSPs can now map fields between systems like ServiceNow and ConnectWise, ensuring smooth ticket sync even when field names differ.
  • Status mapping can be configured for flexibility. Not every status needs to be mapped one-to-one. MSPs can choose only the statuses they need to know about, such as “in progress” or “closed” to match their own workflows.

Watch it in action

Field mapping

Field mapping

Shows how fields from one platform are mapped to the corresponding fields in the other, including handling for mismatched values and defaults.

Bi-directional ticket sync

Bi-directional ticket sync

See how a ticket created in ServiceNow appears in ConnectWise, and how updates - status changes, field edits, priority shifts - stay in sync both ways.

Related features

Bi-directional ticket sync

No one has to pull anything. It just syncs.

Field mapping

When it's status A on their side, what needs to happen on yours?

Ready to stop updating two systems by hand?

See how Support Fusion keeps both platforms in sync - from the first status change to the timestamp that matters most.