List of Ticket Templates (in progress)

List of Ticket Templates (in progress)


Escalate ticket from Mission Control help desk to GGIT internal team

Template 045: 
Template Name: "[Mission Control] Receive from Mission Control (Escalate to internal staff)"
Cat: Available in categories User Issue -handled internally and Mission Control Help Desk
For taking back a ticket from Mission Control for GGIT to work on internally. Removes resources. It sets office admin as the resource but you can change it. Sets category to User Issue -handled internally . Sets queue to level 1 Support - Remote support with Customer present. 

Hand off to office admin

Template: 090
Will make office admin the primary resource on the ticket and set ticket status to "follow-up needed". Changes queue to "Remote support w customer present." (The purpose of changing the queue is to remove the queue from the current tech's "to do" queue. Tech will still need to add a note with instructions/updates. 

Generic Non-RMM New PC Set-Up

Template: 050
For going onsite to set up a new PC for a residential or sole proprietor customer we don't manage. When the appointment is scheduled, the customer gets some instructions, and the technician gets a different set of instructions.
Category: Available in category User Support (Non-RMM cust). 

[Current Customer] Remove Physical Workstation Device for current RMM Customer

Template: 073A
Remove Physical Workstation for current RMM Customer.
Category: Available in category Curr MSA, add/del device/svce

[Current Customer] Remove WINDOWS 365 VIRTUAL Workstation Device for current RMM Customer

Template:  073C
Remove Windows 365 Virtual Workstation for current RMM Customer.
Category: Available in category  Curr MSA, add/del device/svce

Defer patch ticket because device offline

Template: 0500

 If a workstation is not patching because it's offline, there's already a device offline ticket so there's no need to address it on the patch issue ticket . Once the device comes back online, the offline device ticket will remind the tech (currently Mariusz) to check for patch issues. Once patch issues are resolved this ticket will auto-close from the RMM side. This template will  

  • Set ticket status to DEFERRED
  • Move ticket to deferred queue
  • Set due date to one year from the current date.

 

    • Related Articles

    • Ticket Statuses (in progress)

      Much of the information regarding customer needs and issues is communicated between team members via tickets. For this reason, it's critically important that ticket statuses and notes are always kept up to date. Every resource on a given ticket is ...

    • List of Note Templates in AutoTask

      Here is some info about Autotask Notes to start with. Once you understand notes, you'll find it helpful to be familiar with note templates. Notes are a type of form template in Autotask. Here are some of the more common note templates we use. Not all ...

    • Handling Customer Support Requests

      This article needs organizing when time permits. This is for current customers. For new customers, see “New Client Intake Instructions” Much of this info is intended for the office admin, but it is important for techs to know how to manage customers ...

    • List of Autotask Ticket Queues (In Progress)

      "To Do" Queues Each tech has a "todo" queue - items that should be addressed within the week but do not require scheduling with a customer. In general, these items may be treated as a lesser priority. This does not mean that these tickets should be ...

    • Ticket Issue Types (in progress)

      List of Ticket Issues: Sub-Issues and Their Uses: Routine Maintenance - No Issue:Scheduled Backup Check - workstation Used for recurring workstation backup check tickets. (Data backups - not the image backups we schedule to run monthly and don't ...