Willow Ticket Source

The Willow Ticket Source connector integrates with the Willow platform to ingest ticket and service request data into the Mapped graph in real time. It receives webhook events from Willow whenever tickets are created or updated, and transforms them into Service Requests and Work Orders with associated people, places, and asset relationships.

Use Cases

Potential use cases include:

• Unified CMMS visibility: View all Willow service requests and work orders alongside data from other building systems in a single graph
• Cross-system ticket routing: Enable downstream destinations (e.g. Tririga, ServiceNow) to receive enriched ticket data with standardized entity types and relationships
• Facilities analytics: Query service request and work order data by building, priority, status, and assignee to identify trends and optimize maintenance operations

Configuration

Authentication

Field	Required	Description	Where to Find
Base URL	Yes	Your Willow instance API base URL	Provided by your Willow administrator (e.g. https://your-instance.app.willowinc.com/api/v3)
Client ID	Yes	Azure AD application (client) ID	Azure Portal → App Registrations → Your Willow app → Application (client) ID
Client Secret	Yes	Azure AD application client secret	Azure Portal → App Registrations → Your Willow app → Certificates & Secrets
When you save the Auth configuration, the connector validates your credentials by requesting a token from the Willow API. If authentication fails, you will see an error message.

Site Selection (Mapping)

After authentication, you must select which buildings (sites) the connector should receive tickets for.

Field	Required	Description
Selected Sites	Yes	One or more Willow buildings from which to sync tickets
The dropdown is populated with all buildings from your Willow instance. Only tickets associated with a selected building will be processed; tickets from other buildings are silently dropped.

Webhook

After saving the site selection, the connector automatically creates a webhook receiver in Mapped. The Webhook section displays the receiver details needed to configure your Willow instance to send ticket events to Mapped. Share these details with your Willow administrator to complete the integration.

Advanced Options

Option	Default	Description
Enable Willow Sourced Tickets Only	true	When enabled, only tickets originating from the Willow platform are published to the graph. Disable to include tickets from external integrations.
Combine Category and Job Type	false	When enabled, the service request's category and jobType fields are concatenated with a hyphen (e.g. "Maintenance-HVAC") into a single compound value. This is useful for downstream systems that need a richer job type classification.

Combine Category and Job Type -- Behavior Details

This option only affects Service Requests. Work Orders are not affected.

jobType	category	Result
Maintenance	HVAC	Maintenance-HVAC
Maintenance	(empty)	Maintenance
(empty)	HVAC	HVAC
(empty)	(empty)	(null)

Mapped Concepts

Overview

The connector creates two primary entity types depending on the ticket's status:

• Service Request: Created for tickets with status Unscheduled or Canceled
• Work Order: Created for tickets with any other status (eg In Progress, Completed, On Hold)

Both entity types establish relationships with People (reporters, creators, assignees), People Groups (work groups), and Places/Things (buildings, rooms, equipment) referenced in the ticket.

Mapped Entities

Willow Data	Mapped Entity	Condition	Key Fields
Ticket (Unscheduled/Canceled)	ServiceRequest	ticketStatus is Unscheduled or Canceled	summary, description, jobPriority, sector, requestStatus, referenceUrl
Ticket (all other statuses)	WorkOrder	ticketStatus is anything else	summary, description, jobStatus, jobSubStatus, jobPriority, jobType, sector, dueDate, dateClosed, dateCompleted, referenceUrl, problemDescription, resolutionDescription
Ticket Reporter	Person	Reporter has email address	name, email-based identity
Ticket Creator	Person	Creator has email address (Work Orders only)	name, email-based identity
Ticket User Assignee	Person	User assignee has email address	name, email-based identity
Ticket Work Group	PeopleGroup	Work group is assigned	name, external identity, optional member person
Ticket Locations	Place (via identity reference)	Location twin IDs in ticket	Resolved via Willow twin API and ontology mapping
Ticket Asset Twin	Thing (via identity reference)	Asset twin ID in ticket	Resolved via Willow twin API and ontology mapping

Service Request Fields

GraphQL Field	Source	Description
summary	Ticket summary	Brief description of the request
description	Ticket description	Detailed information
jobPriority	Ticket priority level	Urgency (e.g. high, medium, low)
sector	Ticket category name	Category of the request (e.g. HVAC, Plumbing)
requestStatus	Ticket status name	Current status (e.g. Unscheduled, Canceled)
referenceUrl	Willow URL or Insight URL	Link back to the original ticket in Willow
identities	Ticket ID	External identity: urn:willowinc🎫id:{ticketId}

Work Order Fields

GraphQL Field	Source	Description
summary	Ticket summary	Brief description
description	Ticket description	Detailed information
jobStatus	Ticket status name	Current status (e.g. In Progress, Completed)
jobSubStatus	Ticket sub-status name	More specific status
jobPriority	Ticket priority level	Urgency level
jobType	Ticket job type name	Type of work (e.g. Maintenance, Repair)
sector	Ticket category name	Category
dueDate	Ticket due date	When the work is expected to be done
dateClosed	Ticket closed date	When the ticket was closed
dateCompleted	Ticket resolved date	When the work was completed
externalDateCreated	Ticket created date	When the ticket was originally created in Willow
externalDateUpdated	Ticket updated date	Last update time in Willow
referenceUrl	Willow URL or Insight URL	Link back to the original ticket
problemDescription	Ticket service needed	What service was requested
resolutionDescription	Ticket solution	How the issue was resolved
subject	Ticket cause	Root cause of the issue
identities	Ticket ID	External identity: urn:willowinc🎫id:{ticketId}

Mapped Points & Time Series

This connector does not create time series points. It creates entity data only.

Graph Diagrams

Work Order Relationships

Service Request Relationships

Sample Code

List all Service Requests from this connector

{
  serviceRequests(filter: { connectedDataSourceId: { eq: "your-connector-Id" } }) {
    id
    summary
    description
    jobPriority
    sector
    requestStatus
    referenceUrl
    isReportedBy {
      name
      emails { address }
    }
    isResponsibilityOf {
      name
      hasMember { name }
    }
    relatesTo {
      ... on Building { id name }
      ... on Space { id name exactType }
      ... on Thing { id name exactType }
    }
    identities {
      ... on ExternalIdentity { value scope scopeId }
    }
  }
}

List all Work Orders from this connector

{
  workOrders(filter: { connectedDataSourceId: { eq: "your-connector-Id" } }) {
    id
    mappingKey
    summary
    description
    jobStatus
    jobPriority
    jobType
    sector
    referenceUrl
    problemDescription
    resolutionDescription
    isReportedBy {
      name
      emails { address }
    }
    isCreatedBy {
      name
    }
    hasAssignee {
      name
      emails { address }
    }
    hasAssignedGroup {
      name
      hasMember { name }
    }
    relatesTo {
      ... on Building { id name }
      ... on Space { id name exactType }
      ... on Thing { id name exactType }
    }
    identities {
      ...on ExternalIdentity { value scope scopeId }
    }
  }
}

Find people associated with this connector's tickets

{
  people(filter:{connectedDataSourceId:{eq:"your-connector-Id"}}){
    id
    name
    connectedDataSourceId
    emails { address }
    identities {
      ... on EmailIdentity { value }
    }
  }
}