Workstation Offline 21 days Workflow

Workstation Offline 21 days Workflow

This is an overview of the process to handle "workstation offline for 21 days" alert tickets from Datto RMM. Specific instructions are automatically sent to the technician responsible for these alerts. 

Designated technician receives notification to check if device is really offline or if Datto RMM agent just stopped working. (WF Rule [MONITORING] GGIT-41A Datto RMM Reports Workstation offline 3 wks - assign tech assistant to check

If device is really offline and is not slated for removal, tech changes ticket status to IN PROGRESS. 

After three days in IN PROGRESS, WF rule fires to message customer once every 5 business days. STATUS is updated to WAITING CUSTOMER. (WF Rule [[MONITORING] NYGG-41B RMM Reports Workstation Offline for 3 wks - notify user & account 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. (Removed this step.) 


  1. If customer states that computer is not used often (e.g., travel computer") but should remain on RMM, toggle off the alert and make a note on the config item itself.
  2. If customer states user is on leave, put the workstation in maintenance mode for the specified time. (See AT KB article: Turning on Maintenance Mode in Datto to Avoid Alert Notifications 
  3. If customer responds the machine is actively in use, check again 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. 
  4. If customer requests we remove it from RMM, we disable the alert, send a note confirming and we create a new ticket for removal.
  5. If customer responds that the device is currently not in use but will be in the future and should remain on RMM, the tech puts the device in maintenance mode for 2 months and completes the offline tickets. After 2 months, the device automatically comes out of maintenance mode and alerts function as normal.
There are cases where the machine is frequently offline, but customer may request we leave it on RMM even though it's off (for example, if it is a "travel computer") . Tech should disable the offline alert in Datto and we send a note to customer that we will leave the machine on RMM but we will no longer monitor it's offline status. Also add a note to the device in AT as to why alert is toggled off and whether machine will be repurposed or user will be returning.

If customer doesn't respond after 30 days in Waiting Customer status, ticket closes and customer is sent a note. (WF rule  [MONITORING] Workstation Offline GGIT 41C - Customer doesn't respond in 30 days )

Once the ticket closes, the tech is sent a note to check why the ticket closed and respond appropriately. (WF Rule [INTERNAL] GGIT--41D Notify primary resource that workstation offline ticket has completed)


See flow chart below for overview. (PP file is attached to this article for further editing,)



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