RMM Workstation Setups, Swaps, and Removals: Workflow

RMM Workstation Setups, Swaps, and Removals: Workflow

Adding an RMM  Workstation or Swapping Users

Ticket Category:
Curr MSA, add/del device/service
Use ticket template 072:  [Current Customer] RMM New Device Setup
Follow instructions in the ticket description. 

This template will cause this notificaton to go to the ticket contact as soon as the ticket is saved with the template: 
[EXTERNAL] New Ticket for Workstation Change Created

This template can 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 GGIT-101 - [EXTERNAL] Additional Time needed for RMM Workstation Setup. 


Please note when using note template GGIT-101 that the scheduling link will always link to the appointment calendar of the ticket’s primary resource. If you will not be available in a timely manner (the definition of which depends on the circumstances of the specific ticket) to complete the setup, then you will need to change the primary resource on the ticket to another tech who will be available before sending the ticket note. As a courtesy, please let the tech know that you are assigning them to take over the ticket.

 
It is very important to follow up with the ticket contacts with an update on the status of a new device setup so users are not left hanging, especially at the end of the day, wondering whether their machine setup is complete or not. 


Removing an RMM Workstation from Service 

Ticket Category:
Curr MSA, add/del device/service
Use ticket template 073A

Follow instructions in the ticket description. 

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