General Info on How Mission Control Works with AutoTask
The information below is provided for technical reference. Most team members won’t need to review it, but it’s included here for informational purposes.
- Checklists get sent over but checked items on their side will not show as checked on our end.
- Attachments don't get sent over. MC would need to know about an attachment so they can look at the ticket on our end.
- Will see notes but it will not indicate to whom it was sent.
- MC will use the help desk queue when they create a ticket from a phone call.
- Our Autotask workflow rules will move tickets to the help desk queue if they are received via email from a help desk customer after regular business hours.
We should not be charged for the Mission Control user in Autotask. AT has an arrangement with MC regarding this.
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Mission Control Help Desk Ticket Escalation
What is a Ticket Escalation? An escalation happens when Mission Control can’t fully resolve a user's issue and needs to pass it to GGIT deeper investigation or higher-level support. It simply means the problem needs more specialized attention to get ...
How to Determine If a Customer is a Help Desk Customer
Primary Method The info on whether customer is on a Help Desk plan is in IT Glue in the organization’s “Site Summary” asset. Secondary Methods In Autotask: Account> User Defined Fields section>Help Desk Support Type. If this is set to Yes - ...
Documentation for Mission Control
It's important to provide extremely detailed documentation to MC. This is provided in IT Glue. Mission Control can see our Autotask KB articles, so it's fine to refer to a KB article (provide link and article ID) in IT Glue if appropriate. For ...
Ticket Categories and How to Use Them
The ticket options all flow from the category. So it's important to start with the correct category. Ticket Category Best Practices and Tips When you create a ticket, choose the category before doing anything else. The ticket's category can change as ...
List of Note Templates in AutoTask
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