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. If you are using the correct Ticket Category and Ticket Template, the queue will usually be set for you.
Workflow Rule: Actions which are configured to automatically run in AT based on a set of triggers and conditions. For example:
- When a new ticket comes in from a customer, Autotask automatically sends an email to the office admin so they know a new request needs attention.
- When a ticket is marked as Complete, Autotask automatically emails the customer letting them know the ticket has been closed.
- If a ticket is created indicating a customer server is down, Autotask automatically sets the ticket’s priority to Critical and notifies all technicians.
Primary Resource: Autotask User (GGIT team member) who is "bottom line" responsible for the ticket.
Account Contact: A user under a customer account. For a business customer, account contacts are usually the employees and owners of the company, but may also include the customer's vendors with whom we may occasionally interact.
Configuration Item: Hardware (or occasionally software, but mostly hardware) in the customer's possession for which we maintain documentation. For example, firewall, NAS (network-attached storage), computer, server, etc. CIs are attached to an account and 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.] Roles are tied into how customers are billed. They are usually set automatically based on ticket template and/or ticket category. Examples of roles:
- Administration and Sales
- CONSULTING
- Internal
- Managed Services Support
- Expedited Onsite Support
- Expedited Remote Support
Work Type Work types, like roles, are tied to how customers are billed. They are usually set automatically based on ticket template and/or ticket category. Examples of work types:
- 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: Perhaps the most important field on the ticket! The ticket status indicates what kind of follow-up (if any) is needed. Can be viewed at a glance in the AT dashboards. Can be set from the ticket, from a ticket note, or from a ticket time entry.
- It's very important to keep the ticket status current! For some statuses, it will also be useful to add an internal ticket note explaining why the status was set as it was.
- Examples of statuses:
- Scheduled - Work has been scheduled on the ticket, typically through our TimeZest application which integrates with AutoTask. The work could be background work (work done on our end that the customer is not aware is happening at that time), remote support with no user interaction (work done that requires the user to be away from their computer at the scheduled time while we work on it), remote support (for which the user calls into the office and interacts with the scheduled technician), or (occasionally) onsite support.
- Waiting Customer - Waiting to hear back from customer before we can take further action. As with all statuses, you can set this status from the ticket interface. However, you also have the option to set this status by emailing a note to support@geekgirlsit.com): See this article.
- Follow-Up Needed: Admin - The office admin needs to take action on this ticket.
- Follow Up Needed: Resource - The primary resource needs to take action on this ticket.
- Complete - Issue resolved, ticket closed. If the current ticket category indicates that this was an end user support request, the Customer will be notified that the ticket has been marked complete. As with all statuses, you can set this status from the ticket interface. However, you also have the option to set this status from your mailbox by emailing a note to support@geekgirlsit.com. See this article.
- In Progress - Used rarely, this status can be useful if a new ticket is currently being worked on, so that other team members know they don't have to "grab" that ticket. This status is usually used for work which does not require scheduling a specific time with customer. This status should be used with caution. A ticket should not stay in this status for more than an hour or so. After a certain length of time, it will automatically be moved to "Follow-Up Needed - Admin."
- 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 - Work should be delayed on this ticket until the ticket due date. On or near the due date, an AutoTask Workflow Rule will fire. This rule sends an alert to the ticket resources and changes the ticket status to "Follow Up Needed..."
Pending Payment - We are waiting for a payment before we can perform any more actions on the ticket.
The remaining status should not be set manually. They are used by workflow rules:
NEED ACCESS = Don't set this status manually. If the applicable ticket template is used, this status 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 = Don't set this status manually. An AT workflow rule changes the ticket status from Need Access to Requested Access after emailing the customer to request access.