Workstation Offline 21 days Workflow (draft)

Workstation Offline 21 days Workflow (draft)

Designated technician receives notification to check if device is really offline or if Datto RMM agent just stopped working. (WF Rule GGIT-42 Datto RMM Reports Workstation offline for 3 weeks - intern checks.) 

If device is really offline and is not slated for removal, WF rules fires to message customer once every 5 business days. (WF Rule [MONITORING] NYGG-41 Datto RMM Reports Workstation offline for 3 weeks - notify user & acct contact.) Lets them know if it will be repurposed, they may want to keep it on RMM but email us so the notifications will stop. 

After five notifications with no customer response, this WF rule moves it to "workstation offline tickets" queue, sets status to "no appt needed - to do". When admin or intern has time they should call the customer to follow up. 

If customer responds leave it on RMM even though it's off, we disable the alert and we send a note that we will leave the machine on RMM we can no longer be responsible for the machine since we cannot access it. Also add a note to the device in AT. (Machine will be repurposed or user will be returning.)

If customer responds the machine is actively in use, check in SC. We may need to reinstall RMM agent. If so, there is a ticket template for this purpose that should be applied to this ticket.  

If customer responds remove it from RMM, we disable the alert, send a note confirming and we create a new ticket for removal. 


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