Workflow: New User (New Contact) for Current Customer
Any time a new user is onboarded, whether the customer explicitly says so or not, you (the person responsible for the ticket at any given time) must perform the following action to ensure they are properly onboarded in our systems and in the customer's systems. Whether the customer says, "We are onboarding a new user," or merely, "I need an email address set up," you should be thinking about the bigger implications of this.
In AT ticket, choose category Administrative Change/Request.
Choose ticket template "Add New Contact/User for RMM customer."
The notification section of this template causes the ticket contact to receive an email with a link to our new user form.
When the customer ticket contact completes the form, the data is automatically sent to the form as a ticket note via the following:
- Form is received by Autotask via form designer
- Form is configured to send the form data to the email address newcustcontact@geekgirlsit.com
- Power Automate trigger sends the data to the ticket as a ticket note using the AT mailbox forms.NYGG.LOCAL@email.autotask.net . The "sender" is info@nygeekgirls.com
- The same Power Automate flow checks whether the form submitter wants the user added to the Newsletter group in MailerLite. If so, it adds the customer to the group.
The integration between PA and Mailerlite requires a PA Premium license, which is attached to Roberta's mailbox.
The contact info is automatically added to Autotask. (This functionality uses Autotask's AutoForms Designer feature.)
Admin receives notification of the info via AutoForms. It goes to the office@ mailbox.
The following items are included in the ticket checklist, and will be completed and checked off by the Office Admin:
- Admin adds info to Hudu including whether user is auth contact, to which DLs user belongs, etc.
- Admin follows up if form indicates customer wants a computer quote.
From this point on, the checklist can be followed.
If the ticket number doesn't exist, Autotask will send a notification to roberta's email address
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