CMMS Pass-through Enum Guide
This guide covers the enum settings that let tickets sync between Willow and a CMMS without mapping every value: Nuvolo, AiM, FSI CMS, FAMIS360, WebTMA, Soleran and IBM Tririga. For everything else (credentials, buildings, polling), follow the connector's own guide.
Two flows run:
- Willow to CMMS: the Willow Ticket Source creates the work order or service request, the CMMS Destination creates it in the CMMS, and the Willow Ticket Destination writes the CMMS identifiers back to the Willow ticket.
- CMMS to Willow: the CMMS Source creates the work order, and the Willow Ticket Destination creates the Willow ticket.
1. Willow Ticket Destination
| Setting | Where | Value |
|---|---|---|
| Sync Enums (Category, Job Type, Service Needed, Sub-status) | Mapping tab | On. Those four values are then created and mapped automatically. |
| Job Status and Job Priority | WorkOrders Ticket Mappings tab | Map each CMMS status and priority to a Willow value and Save. Still required. |
| Job Status and Job Priority for service requests, if enabled | ServiceRequests Ticket Mappings tab | Same, if Service Request Synchronization is on in the Mapping tab. |
| Source connectors | Source Connectors tab | Select the Willow Ticket Source and each CMMS Source. |
status and priority stay manual because Willow's lists are fixed and the connector cannot create new values. Read more in the Willow Ticket Destination.
2. CMMS Source
The CMMS Source connectors have no enums to map, but they do need to be configured to poll for work orders or service requests. Each one sends the CMMS's own wording for status, priority, type and category into Mapped as is.
One exception: the Nuvolo Source sends priority as a raw numerical value such as 3, not a label. Map that value to a Willow priority in the Willow Ticket Destination (step 1).
Set up each source connector by following its own guide:
3. CMMS Destination
When you turn off enum mapping in a CMMS destination, the CMMS may reject the work order if a Willow value does not match one of its own values, or if a required value is missing. Review When pass-through fails before you disable mapping for any enums.
In the tab described below, find the Mapping Enabled toggle and switch it to Mapping Disabled.
The destination then looks up the Willow text in the CMMS's own list of values. Case and spaces are ignored, but approximate names are not matched, so values must be spelled the same in both systems. AiM and Soleran drop-downs skip the lookup and send the text as typed.
The guide for each connector linked in the CMMS column below explains in detail what happens to a value that does not match.
| CMMS | Where |
|---|---|
| Nuvolo | Settings tab, Work Orders, Enum mappings step. Switch each tab off, then save once. |
| AiM | Enum Mappings tab. Also set the Default Contact tab if required by your AiM instance. |
| FSI CMS | FSI Mappings tab. After saving, reload and check each family still shows Mapping Disabled. |
| FAMIS360 | Work Order Field Mapping tab |
| WebTMA | Work Orders Mappings tab (and Service Request Mappings). Service Request Type is set in Settings. |
| Soleran | Enum Mapping tab |
| IBM Tririga | Sync Settings tab. Only Sector applies. Default User ID and buildings must also be set. |
When pass-through fails
Pass-through only works when the Willow text and the CMMS value are the same word. Capitalization and spaces don't matter, but spelling does: On Hold matches ON_HOLD, and Urgent does not match Emergency. A value with no match is left out, and the CMMS or Willow may then reject the record. Check the connector's logs for a warning that names the value. Nuvolo, FSI CMS, FAMIS360 and WebTMA do not log a warning for an unmatched value yet.
| Where | Pass-through fails when | What happens |
|---|---|---|
| Willow Status | The status from the CMMS is not empty and is not mapped in Willow Ticket Destination. | The whole create or update is stopped. An empty status keeps the ticket's current status. Fix it in Willow Ticket Destination: map each CMMS status to a Willow status (step 1). |
| Willow Priority | The priority from the CMMS is not mapped in the Willow Ticket Destination. This includes Nuvolo, which sends priority as a code such as 3. | The ticket is created with no priority. Fix it in Willow Ticket Destination: map each CMMS priority (for Nuvolo, each code) to a Willow priority (step 1). |
| Nuvolo | Work Order Type, Request Type or Service Needed has no match and no default (the default table's required fields). | The work order is held back. |
| AiM | Type is not given a default, a value is not a code AiM accepts, or your AiM instance requires a field that is empty (often the contact phone, priority, craft code, category or shop). | The work order cannot be created, or AiM rejects it. Ask your AiM administrator which fields your instance requires. |
| FSI CMS | The field is required in your FSI setup and has no match and no default. | FSI may reject the work order. Set a default. |
| FAMIS360 | Request Type and Request Sub Type still do not form a valid pair. | The work order is skipped. Other unmatched fields are left out. |
| WebTMA | A value cannot be matched when a work order is created. | The field is left out and the record is still sent, so WebTMA may reject it. On update, WebTMA keeps its value. |
| Soleran | A relationship field (such as Request Type or Category) has no record with that text. | The field is left blank. |
| Tririga | Sector has no match in the uploaded RequestType spreadsheet and no default. | The service request is not created. |
What can look like a failure
- The CMMS number arrives late. Willow only creates or updates a ticket once the CMMS work order has both an ID and a number in Mapped. Only AiM and WebTMA write both when they create the record. For Nuvolo, FSI CMS, FAMIS360 and Soleran the number arrives on the next poll of the matching CMMS Source, so that source must be running. For Tririga it arrives with the work task webhook, and only if Tririga copies the request's external reference into the work task. Nothing in Mapped sets that.
- Nothing is published to FSI CMS or WebTMA. On these two destinations, a saved Source connectors list with nothing enabled publishes nothing. A list that was never configured publishes everything. Select the Willow Ticket Source.