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Choose Autotask Picklist Values with AI

The Choose Autotask Picklist Values with AI action reads the instructions you write, then chooses valid values for selected Autotask picklist properties.

This action does not change anything in Autotask. It only decides which values to use. Store the results in a variable, then apply those values in a later create or update step.

When to Use This Action​

Use this action when you want to:

  • Triage an incoming email or form submission into ticket properties such as Status, Priority, Issue Type, or Sub-Issue Type, then create the ticket with those values
  • Categorize an account before an update step, for example choosing a classification or market segment
  • Choose several related picklist values from one set of instructions
  • Use standard Autotask properties and user-defined picklist properties

Do not use this action for reference properties such as Account, Contact, or Resource. Use an Autotask lookup action for those records.

Common Pattern: Triage Then Create or Update​

This action chooses values, and a later action writes them to Autotask:

  1. Choose Autotask Picklist Values with AI reads the email or form data you select as the context and chooses a value for each selected property. Store the results in a variable such as triage.
  2. A later step, such as Create Autotask Ticket or API: Update an Object, sets each Autotask field to the matching value from triage.

How It Works​

  1. The action loads current property metadata from the selected Autotask connection.
  2. It verifies that every selected property is a picklist and not a reference property.
  3. It renders your instructions, the context, and each property's optional instructions using available workflow data.
  4. It requires one value for every selected property.
  5. It verifies every returned value and display label against current Autotask metadata.
  6. For a dependent picklist, it confirms that the child value belongs to the selected parent value.
  7. It discards an incomplete or unverified set of choices and asks AI again, then stops the action with an error if it cannot get a valid set.

Configuration​

Instructions​

FieldDescription
Prompt / InstructionsTell the AI how to choose each value. Describe your rules and priorities here, not the data itself.
ContextThe data you want the AI to evaluate, such as the incoming email or a form submission.

Both fields are required.

Prompt / Instructions​

Write the rules the AI applies to the context. Describe how to decide each value, which choice to prefer when the context is unclear, and any wording that signals a specific value.

Triage this support request.
Choose Critical only when the sender reports that an entire site is down.
Choose New unless the sender is replying about an existing ticket.

Context​

Select the property that holds the data you want the AI to read, such as {{email.body}}. The dropdown lists the properties available in your workflow.

To send more than one piece of data, click the padlock button beside the field to unlock it, then build the string you want with text expressions:

Subject: {{email.subject}}
From: {{email.from}}
Body: {{email.body}}

The AI receives your instructions and this context, and no other workflow data. The action sends the context as data to evaluate, so wording inside the context does not override your instructions.

Autotask Configuration​

FieldDescription
Autotask EntitySelect the entity that owns the properties, such as Ticket or Account.
Entity PropertiesSelect the picklist properties you want AI to choose.

Click Properties..., then select one or more picklist properties. The selector uses the same searchable property interface as Autotask API: Create an object, but it only displays non-reference picklists.

Each selected property includes an instructions field. Use it to describe how AI should choose that specific property, for example: Choose New unless this is an existing ticket. These instructions support text expressions. Use Prompt / Instructions for rules that apply to the whole decision, and a property's own instructions field for rules that apply to that one property.

By default, All current and future values is enabled for each property. The action uses every active value available in Autotask when the workflow runs, so values added later are automatically available to AI.

Disable All current and future values to choose a specific set under Allowed values. The action then limits AI to those canonical values. Values added to Autotask later remain unavailable until you edit the action and enable them. If every configured value is later removed or made inactive in Autotask, the action stops with a configuration error instead of allowing an unconfigured value.

When you select a dependent property, such as Sub-Issue Type, the selector also selects its required parent property. Removing the parent also removes dependent properties.

Advanced​

FieldDescription
Suppress Autotask API exceptionsContinue the workflow when supported Autotask errors occur. Use this option carefully.
Override Autotask ConnectionUse a specific Autotask connection instead of the default connection.

Returned Variables​

When you configure Store the results in Variable, these values become available for use in subsequent actions.

Each selected property uses the same name shown in the selector and contains its canonical Autotask value and display label. Standard properties stay at the top level, while user-defined properties stay under UserDefinedFields.

{
  "Status": {
    "value": "1",
    "display": "New"
  },
  "UserDefinedFields": {
    "Impact": {
      "value": "2",
      "display": "High"
    }
  }
}

Example usage: {{custom.triage.Status.value}} and {{custom.triage.UserDefinedFields.Impact.value}}

Using the Chosen Values​

Use value when you set an Autotask field. Autotask stores the canonical value rather than the label.

Use display when you want readable text for a ticket note, an email, or a log entry.

Autotask picklist fields appear as dropdowns in create and update actions. To enter a text expression instead of picking from the list, click the padlock button beside the field to unlock it, then enter the expression.

Example Use Cases​

Triage an inbound support email​

  1. Configure this action:
    • Set Prompt / Instructions to the rules AI should apply, for example Triage this support request. Choose Critical only when an entire site is down.
    • Set Context to {{email.body}}, or unlock the field and enter Subject: {{email.subject}} Body: {{email.body}} to include both
    • Set Autotask Entity to Ticket
    • Select the Status, Priority, IssueType, and SubIssueType properties
    • Set Store the results in Variable to triage
  2. Add Create Autotask Ticket after this action, then unlock each picklist field and enter the matching expression:
    • Status: {{custom.triage.Status.value}}
    • Priority: {{custom.triage.Priority.value}}
    • IssueType: {{custom.triage.IssueType.value}}
    • SubIssueType: {{custom.triage.SubIssueType.value}}

Categorize an account from a form submission​

  1. Configure this action:
    • Set Prompt / Instructions to the rules AI should apply when classifying the account
    • Set Context to the property holding the form submission, or unlock the field and combine the form values you want AI to read
    • Set Autotask Entity to Account
    • Select the classification property and any user-defined picklist properties
    • Set Store the results in Variable to category
  2. Add API: Update an Object after this action, select the Account entity, and set each field to the matching expression, such as {{custom.category.UserDefinedFields.Segment.value}}.

FAQs​

Does this action update Autotask?​

No. It only chooses values. Add a create or update action after it to apply the values to a record.

Should I use value or display when I set an Autotask field?​

Use value. The display label is for readable text in notes, emails, and logs. Autotask rejects a display label sent to a picklist field.

What is the difference between Prompt / Instructions and Context?​

Prompt / Instructions holds your rules: how to decide each value and what to prefer when the data is unclear. Context holds the data those rules are applied to, such as the incoming email. Both are required.

How do I send more than one piece of data as the context?​

Click the padlock button beside Context to unlock it, then enter text expressions to build the string you want, such as Subject: {{email.subject}} Body: {{email.body}}.

Does the action use inactive picklist choices?​

No. The action only offers active choices to AI and rejects inactive values.

Can I select a reference property?​

No. Reference properties identify other Autotask records and require record lookup behavior rather than fixed picklist selection.

What happens if Autotask property metadata changes?​

The action validates saved selections and AI results against current metadata each time it runs. It stops with an actionable error if a selected property no longer represents an available picklist.