Connect and manage the Makini Work Order Integration

Coming soon: ST-79

Overview

Connect ServiceTitan to Makini so work order requests from your customers’ third-party computerized maintenance management system (CMMS) and enterprise asset management (EAM) platforms flow directly into your ServiceTitan account. After you connect, you'll complete a short setup to enable API access and review your sync settings. This saves your office from manually re-entering work orders that come from CMMS and EAM platforms.

Things to know

• This integration connects through a third-party integration platform, Makini.

• After the integration is connected, work orders from your customers’ CMMS platform sync into ServiceTitan as bookings.

• Only work orders created after the integration is active are synced. Work orders created before setup must be handled directly in the CMMS platform.

• Setup happens in three steps: connect the account, enable API access, and review your sync settings. Each step must be completed in order.

• Each CMMS account connects to a single ServiceTitan account. If you operate multiple accounts, each pairing is configured separately.

• If the CMMS platform requires a repair code or similar resolution code at check-out, configure a default value or field mapping in your connection settings before go-live—the integration can't supply this automatically otherwise.

• Notes can sync one way or two ways between systems, configured per connection. When two-way sync is on, anything your team writes becomes visible to the customer in the CMMS platform.

Best practices

• Check your connection status periodically. If it shows an error or needs re-authentication, revisit Step 1 to reconnect.

• Decide your note-sync direction—One-Way, Two-Way, or Off—and your invoice-sync trigger—Exported or Sent—before go-live, since both are configured per connection and affect what the CMMS platform and customers see.

• If the CMMS platform enforces a repair code at check-out, set up a default value or field mapping in advance so technicians aren't blocked when closing out visits.

• Review your customer/location matching setting—Name or Address—against how the CMMS platform sends bookings, so incoming work orders match existing ServiceTitan records automatically.

Use cases

• A commercial facility management customer receives work orders through their CMMS platform and wants them to appear directly in ServiceTitan instead of requiring manual entry.

• An office administrator wants completed job status, technician check-in/check-out, photos, and invoices to sync back to the CMMS platform automatically as work progresses.

• A dispatcher needs a job that requires a return visit to stay open in both systems until the technician completes the final visit.

Connect your customers’ CMMS platform

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Integrations > Marketing Integrations.

3. Under Work Orders, find the card for your customers’ platform and click Configure.

   

Step 1: Connect the account

1. In the setup workflow that opens, find the Connect step and click Connect.

   

2. Follow the prompts to sign in and authorize the connection using either the CMMS platform's username and password, or its direct API.

3. When finished, the step shows a Connected status and the button changes to Manage Connection.

   Note: If your connection shows Needs re-authentication or Error, contact support, click Reconnect, or contact Technical Support if the issue continues.

Step 2: Enable API access

1. After Step 1 is complete, the Enable API Access step becomes available. Click Go.

   

2. On the screen that opens, select Computerized Maintenance Management System (CMMS) Integrations by Makini to finish setup.

3. Accept the API Data Authorization. This requires an Administrator or Owner role in ServiceTitan.

4. When finished, the step shows an Enabled status.

Step 3: Review your settings

1. After Step 1 is complete, click Review on the Review Settings step.

   

2. This opens the CMMS platform's settings in a new browser tab, where you can configure sync preferences, including note-sync direction, invoice-sync trigger, and job field mapping.

3. When you're finished reviewing, the step updates to show it's been reviewed.

   Note: Customer and location matching can be set to use either the customer name or the location name from the CMMS platform. If your chosen field doesn't match an existing ServiceTitan record, it may not pull up automatically. If a work order's customer name or address doesn't match an existing ServiceTitan record, clear the name field when accepting the booking and search by address instead to select the correct location.

Understand what syncs between ServiceTitan and your customers’ CMMS platform

When connected, information flows automatically between the two systems as your team works:

• New work orders arrive as bookings in ServiceTitan for your team to review and convert into jobs.

• Work order details—including location, PO number, Not-to-Exceed (NTE), priority, request level, and asset/task details—appear consolidated in the job summary.

• Status updates sync automatically. Accepting, arriving, pausing, and completing a job or booking in ServiceTitan or the CMMS updates the matching status in the other platform for new work orders.

• Check-in and check-out sync automatically when a technician marks an appointment as Arrived or Done.

• Photos sync to the work order when a job is marked Done.

• Notes sync one way, two ways, or not at all, depending on your connection settings.

• Invoices sync to the CMMS platform when they reach a configured trigger status—either Exported or Sent.

The following items are not currently supported:

• Quote management for work orders exceeding the NTE.

• Dispatch/In Progress status sync where the CMMS platform has no equivalent step.

• Booking date/time reschedules syncing back to your CMMS platform.

Note: Sync times vary by platform: new work orders typically appear as ServiceTitan bookings within about 5 minutes; status changes sync within about 5 minutes; invoice and note sync can take up to about 15 minutes.

Want to learn more?

• See Manage bookings