RMM Workstation Setups, Swaps, and Removals: Workflow

RMM Workstation Setups, Swaps, and Removals: Workflow

Adding an RMM  Workstation or Swapping Users on an Existing RMM workstation. 

Start with ticket category:
Curr MSA, add/del device/service
Use ticket template 072:  [Current Customer] RMM New Device Setup

Follow instructions in the ticket description to set up the ticket properly. 

This template will send the following notification to the ticket contact as soon as the ticket is saved with the template: 
[EXTERNAL] New Ticket for Workstation Change Created

This template 072 should also be used for swaps (i.e., same workstation, different user). 

When a tech is working on a ticket of this nature and is unable to complete the work in one session, the tech is responsible for notifying the contacts that the work is not yet complete and providing a link to schedule further work. This is easily accomplished via ticket note template [EXTERNAL] Additional Time needed for RMM Workstation Setup. The tech is responsible for either sending this link or asking the office admin to do it

The TimeZest link in this note template always books with the ticket’s primary technician. If that tech won’t be available soon enough, switch the primary resource to someone who will be before sending the note. Add a short note in the ticket explaining why the change was made.
 
Always follow up with the ticket contacts to provide a status update on new device setups. Users should never be left uncertain — especially at the end of the day — about whether they're allowed to use their workstation again. If a user was scheduled to be away from their computer during the setup, use the following ticket note template to notify them that the technician has finished and it’s okay to resume using the workstation:  [EXTERNAL] Workstation-RMM Agent Install or Related Work Completed - User can use workstation again

Removing an RMM Workstation from Service 

Ticket Category:
Curr MSA, add/del device/service
Use ticket template 073A: [Current Customer] Remove Physical Workstation Device for current RMM Customer

Follow instructions in the ticket description to set up the ticket properly. 

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