Field mappings control which ticket fields Support Fusion copies between your two connected systems, and in which direction each one flows.

Use this page when you're setting up what data moves between systems, or when a field isn't syncing the way you expected and you need to check how it's mapped. Each mapping links one field in the source system to one field in the target system, for a specific ticket type.

Select Create field mapping to open the form (titled Create field mapping, or Edit field mapping when you're changing an existing one). A mapping has three parts:

Save the mapping to add it to the list. It takes effect on the next sync. The list shows each mapping with its source field, Direction, target field, and ticket type, plus an Actions column.

Note: Source and target are set by each system's role in the relationship, not by the order you pick the fields. If you're unsure which system is which, see How sync works.

The Sync direction dropdown sets which way a value flows when the field changes. Set it per mapping, so different fields can move in different directions within the same relationship.

Important: Changing a mapping's direction after go-live changes which system wins when both fields hold different values. Review the current values on existing tickets before you change direction on a live relationship.

When the selected source and target fields both support it (typically status or state fields), a Value mappings section appears. Value mapping translates a fixed value on one side into its equivalent on the other, so a status like In Progress becomes the matching status in the other system.

Pair a Source value with a target value, and add one pair for every value you want translated. Values you don't map are left as they are. Use Refresh values to reload the option lists from each platform.

Each pair has its own direction control (the arrows for source to target, target to source, and both ways), so with value mapping the direction is set per value rather than on the whole mapping. On status and state fields, tick Closure state on the pair that represents a closed ticket.

Open a mapping from the Actions column to edit its fields, direction, or value pairs. Changes apply from the next sync onwards and don't rewrite tickets that already synced under the old mapping.

To remove a mapping, delete it from the Actions column and confirm in the Delete field mapping dialog. The field stops syncing, but values already written to existing tickets stay in place.