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 newuserprocess@thinkauto.geekgirlsit.com . This address is processed by Think Automation. (Also sent to office admin.)
- Think Automation then 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 contact info is automatically added to Autotask. (This functionality uses Autotask's AutoForms Designer feature.)
Admin receives notification of the info via Think Automation.
The following items are included in the ticket checklist, and will be completed and checked off by the Office Admin:
- Admin adds info to IT Glue including whether user is auth contact, to which DLs user belongs, etc.
- Admin follows up if form indicates customer wants a computer quote.
This isn't working for now: User is added to appropriate mailing lists via API integration with ThinkAutomation.
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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