How to Onboard New Mission Control Help Desk Customer
General Information
1. Mission Control uses our ScreenConnect portal and RMM portal for remote access. (They also have a Splashtop login for customers that are using Splashtop.) For backup, they have their own ScreenConnect instance. However, their ScreenConnect installer is only to be installed on computers on the "per-device" model ("onboarded" workstations), not time- or incident-based.
2. Before "go live" date, to ensure that they do not take any tickets from the account until go live date, disable the per-incident option in lift off. (This will stop any tickets from coming their way.)
3. If this is a per device customer (most are not), add a checklist item to customer's new RMM device setup checklist list in Autotask directing the ticket resource to add any new device to the MC Lift Off portal.
4. Add VIP users in MC Lift Off portal.
5. Add Approvers in MC Lift Off portal.
(It is sometimes the case that VIPs are not the same as Approvers. A VIP may not want to be bothered with day to day approvals. For this reason, the "primary authority" in IT glue may not be an approver in the Mission Control portal.)
6. Set help desk hours. Typically 7:30am to 8:30pm unless customer is 24/7. Check signed contract for this info.
8. First thing on "Go Live" Day, in AutoTask account, Edit Help Desk UDF field in customer account to Mission Control Help Desk.
9. On "Go Live" date, If this is not a per-device customer, select the check box that allows MC team to receive per-incident/block hours tickets from the client.
10. When adding a new customer on a time-based model (not per device or "onboarded device" model), send a mesage to Partner Success team with the hours during which user should be serviced so he can provide notes to his team. Email: success@missioncontrolnoc.com
11. Make sure to document the customers' help desk hours in IT Glue under Site Summary flexible asset.
12. If this is a time-based (not per-device) customer, enable “Allow Per-Incident/Block-Hour Tickets for this account" so the help desk knows to take tickets.
13. Three Instruction Fields per Customer: New User Setup Instructions, New Workstation Setup Instructions, User Termination Instructions. (This is new.) These 3 fields are available to be set per customer as managed within Lift Off. These fields should all indicate: "Please refer this type of request back to MSP."
14. If the customer has multiple locations in AutoTask, send an email to MC's Customer Success team to request that they activate all of customer's locations on their side.
Special Instructions on Per Device model
- Manage Accounts and Devices.
- If necessary, add a new account. Otherwise, click on an existing account.
- Make sure to add industry and business applications first.
- Add single or multiple devices.
- Set the asset type to workstation.
- Click check boxes for all devices included.
- Choose Help Desk type. IMPORTANT - Choose correctly depending on whether customer is half-day or 24/7.
- Choose Go-Live Date as per contract with customer.
- Associate each config item with a contact. IMPORTANT!
- Make sure each contact is associated with at least one configuration device. IMPORTANT!*
- Confirm every user who may possibly call in is associated with every computer they may call in about or MC will bill us for the support.
- Click ONBOARD SELECTED DEVICES button at the bottom to save.
- Confirm Devices on account.
- Manage VIPs. Add important users (company owner, director, etc). Tickets created with these VIP users set as the contacts will always be treated with a higher priority than tickets made for normal users.
- If you don’t intend for help desk to take ANY tickets from this client as per-incident or outside the pre-arranged time window, then disable those “Allow Per-Incident/Block-Hour Tickets for this account" and "Allow Per-Incident/Block-Hour Tickets for onboarded devices on this account outside the device support window." (If the customer wishes for us to assist users whose devices have not be included in RMM (such as consultants), these boxes should remain checked.)
If replacing a device with a new one, Lift Off does not update itself automatically when you remove devices on your system. To ensure that your accounts are always correct it will be necessary for you update your client account in Lift Off by first terminating the original device and then adding the new device.
Someone on Partner Success team will create their ScreenConnect installer and send to GGIT. We install it on each machine. It can operate alongside our SC instance. There is no sytem tray icon. It's completely hidden from the user.
For per device model each user must be attached to at least one device in the system. Otherwise tech will mark the time as billable.
How to Remove a Device on the Per Device Model
Select the device you wish to terminate from the list of onboarded devices under your chosen client account. Clicking on the device
will take you to a page similar to the one used to onboard device, however on this page you will be able
to select the “Terminate Device” button at the bottom of the page.
After filling in the required fields, you will be able to click the confirmation button and your device will
be set to terminate on the date requested. If you have accidentally selected and terminated the wrong
device, you will be able to reverse the termination by selecting the device again and then clicking on the
“Re-activate Device” button at the bottom of the page.
Note that there is a 30-day termination notice period required for all device
offboardings that are not being directly replaced by another device.
Set Business Hours
For non-onboarded customers, specify the business hours as the hours support should help the users.
For Onboarded (per device) customers, the service plan hours supersede the business hours. It's only necessary to specify the business hours for an onboarded customer if we indicate that MC should accept non-onboarded devices for that customer.
That is controlled by notes provided to Mission Control staff by someone on Partner Success team . When adding a new customer on a time-based model (not per device or "onboarded device" model), make sure someone on Partner Success team has the hours during which user should be serviced.
Give MC Access in Datto RMM
In Datto RMM, go to Sites. Scroll down to Site Groups and click on "MC Help Desk Customers".
Add the site to the group. If you don't see the site in RMM, it may need to be "mapped."
Give MC Access in GGIT ScreenConnect
In SC admin, security, give the "Help Desk 2" role access to the new customer's SC group.
Then open a private browser window and log in as help desk to confirm access. (Right-click on a machine in the new group and confirm Join is not grayed out.)
Help Desk Login Credentials: https://nygg.itglue.com/3939201/passwords/9450056
See also:
How calls forward to MC: docs.nygeekgirls.com/DOC-3939201-5069919
https://missioncontrol.itglue.com/DOC-1849860-1959946 - How to Onboard a new Client
https://missioncontrol.itglue.com/DOC-1849860-1960549 - How to add a device for support
https://missioncontrol.itglue.com/DOC-1849860-2002840 - How to remove a supported device
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