Items Tech Must Bring Onsite

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• Configuration Items in Autotask

  CREATING A CONFIGURATION ITEM This is only for hardware that is not covered by an RMM agreement. RMM config items are auto-synced from RMM. We should never manually create config items for them. Go to the Account. Click New. Under drop-down choose ...

• Creating Service Call for External Tech

  We cannot use TimeZest to schedule external techs or subcontractors. Select ticket status “scheduled - external tech” or “scheduled – internal tech.” Change ticket “Due Date” to date of service call. In ticket, or from ticket board, create a new ...

• How to Print Out Ticket or Task Info in Autotask for Use During Onsite Jobs

  In the Task or ticket, there is a button on the upper right that says "Print View". After clicking the button, you can choose what info you'd like to print out by opening the "ITEMS TO DISPLAY" section: You can print checklists, description, notes ...

• Deactivating Configuration Items

  Deactivating RMM Configuration Items RMM Configuration Items should always be removed via the RMM portal. This will cause them to automatically be deactivated in Autotask. Once they are deactivated in AT, Roberta receives an alert in Slack and will ...

• Why Morning On-Site Jobs Must Be Scheduled for 9AM

  Verbiage to explain to customer why morning on-site work must be scheduled for between 9AM and 10AM: "It's unfair to customers scheduled later in the day if the techs start their day that late because it means everything else gets pushed back." The ...