Queue: Autotask allows for multiple “ticket boards” called queues. We primarily use the queue called Remote Support. Tickets created for the future (such as future anti-virus renewals or recurring work) are to be added to the queue called Deferred. Tickets sent from the RMM Dashboard go to the Notifications or Alerts Queue.
Workflow Rule: Actions which are configured to automatically run in AT based on a set of conditions. For example:
- Workflow rule NYGG06E automatically sends a customer an appointment reminder when an onsite service call is two days away.
- When a ticket is two days overdue and a tech is scheduled, Workflow rule NYGG10 automatically changes the ticket status to “Paperwork Due” and sends the office admin a reminder that the tech’s paperwork is overdue.
Currently the rules are configured by Roberta.
Primary Resource: AT User who is primarily responsible for the ticket. Notes added to the ticket will automatically be sent to this resource.
Account Contact: A user under a customer account. For a residential customer, it might be the family members. For a business customer, it would mostly be the employees and owners of the company.
Configuration Item: Hardware (or occasionally software) at the customer site that we maintain documentation for. For example, firewall, NAS, computer, server… It is attached to the account. It can be associated with one or more tickets.
Template: Pre-configured settings we use for filling in fields in tickets, ticket notes, and service calls so we don’t have to enter all the info manually.
Ticket Note: A note attached to a ticket. Can be added manually from the ticket or via email by responding to a ticket notification. Be careful: ticket notes are ALWAYS emailed to the customer unless you specify Internal Note.
Service Call: AT terminology for a scheduled support session, whether onsite or remote. Used interchangeably with Appointment (in relation to customer) and Assignment (in relation to tech).
Assignment: See Service Call.
Appointment: See Service Call.
Time Submission: Subcontractor's time entry submission via web site contact form at http://www.nygeekgirls.com/time . Automatically is sent to Office@ inbox
Time entry: Time info that is added to AT ticket so customer can be billed and we can track ticket work.
Role: [This definition needs to be fleshed out more but it’s usually set automatically based on ticket template and/or ticket category. ]
- CONSULTING
- AFTER HOURS SUPPORT
- MSA
- OFFICE ADMIN
- SALES & ADMIN
Work Type (for billing purposes): [This definition needs to be fleshed out more but it’s usually set automatically based on ticket template.]
- AFTER HRS ON-SITE SUPPORT -
- AFTER HRS REMOTE SUPPORT
- COURTESY ITEM (Non-Billable)
- FLAT RATE
- GENERAL ADMINISTRATION (Non-Billable)
- NON-BILLABLE SUPPORT (Non-Billable)
- OFF-SITE UPGRADE AND SUPPORT
- SALES
- Ticket Status: Indicates what’s happening with this specific ticket and whether follow-up is needed. Can be viewed at a glance in dashboard. Can be set from the ticket, from a ticket note, or from a ticket time entry.
SCHEDULED = work has been scheduled on the ticket
WAITING CUSTOMER = Waiting to hear back from customer
PENDING T and C = Waiting for T & C from new customer before work can begin
READY FOR DROP-OFF = Offsite repair of customer equipment is complete and waiting for drop-off or shipping
WAITING FOR APPROVAL = Waiting for customer approval to perform work (used infrequently).
IN PROGRESS = Used rarely. Tech is ( hopefully) in process of working on it. Used for work for which does not require scheduling a specific time with customer. For example RMM messages about server disk check. Admin may have to follow up with tech if this status stays the same for too long.
FOLLOW UP NEEDED - ADMIN = Follow up by Admin needed
FOLLOW UP NEEDED - RESOURCE = Follow up by Primary resource on ticket needed
WAITING VENDOR = Waiting on arrival of a purchase or other info from our vendor. (If customer is waiting for their vendor then use "Waiting customer.")
DEFERRED = Template will set. Generally set by system. Workflow rules will send alerts to resources when the due date arrives and ticket will be move to a different category.
PENDING PAYMENT = Customer is delinquent, DO NOT schedule appointment.
COMPLETE = Issue resolved. Customer will receive a notification if ticket category indicates this was an end user support request. You can set this status when emailing a note to the ticket (via
support@nygeekgirls.com) by adding the words "is resolved" (no quotes needed) to the subject line.
PAPERWORK DUE EXT = DO NOT SET THIS STATUS MANUALLY. AT will auto-set based on ticket due date. Waiting for Time Entry from tech. AT will generate reminder email 24 hours after job is complete. If tech hasn’t submitted time entry, clean up and forward the email to tech as a reminder.
The remaining status should not be set manually. They are used by workflow rules:
NEED ACCESS = DO NOT SET THIS STATUS MANUALLY. If Template is used this will be set. RMM customers – waiting to set up access time – this template will send email requesting access and set the status to “Need Access”
REQUESTED ACCESS = DO NOT SET THIS STATUS MANUALLY. AT changes status from Need-Access to Requested-Access when auto-notification has gone to customer requesting access.