How-Tos - Miscellaneous
Setting up Your Browser to Work with AutoTask
See screenshot below: Run the Test. After you run the test, confirm all the checkmarks are green:
Merging Contacts in Autotask
Go to the hamburger menu (three dashes in the top left hand corner) of your Autotask Dashboard. Select the Admin menu from the dropdown. You should see a section under the "Features & Settings" tab called "Accounts & Contacts" Under the "Utilities" ...
Workflow Rules in Autotask
Events that Will Trigger the Workflow Rule You can select one or multiple events, but Autotask PSA will treat your selections as this OR that (... when a ticket is created OR when a ticket is edited...) rather than this AND that. Workflow rules are ...
How to bill for 50% labor deposit on flat rate jobs
This is a workaround because AT doesn't allow for splitting a charge into two invoices or collecting a deposit. For Labor Add the charge by winning the quote. Go to the ticket that is created and edit it manually. Select the product "50% Deposit on ...
Quickbooks - Autotask Integration
Mapping Quickbooks items to Autotask Products and Services Mapping Work (Consulting and Labor, both hourly and flat rate) Admin>FINANCE, ACCOUNTING, & INVOICING>Billing Codes>Work Types AT Work Types should match QB Items. (Otherwise AT creates the ...
Checklists in AutoTask
Important Caveats 1. DO NOT EVER check off an item unless you personally completed it or you personally verified it was completed. 2. ALWAYS CHECK OFF the item if you completed it or you personally verified it was completed.` Once you check off an ...
Get Kaseya Support (Autotask, Datto RMM, IT Glue)
All Kasey Support: Via Ticket https://helpdesk.kaseya.com/hc/en-gb/requests/new?ticket_form_id=360001361458 Via Chat Scroll to bottom of page at: https://helpdesk.kaseya.com/hc/en-gb#/rmm/endpoint_management/datto_rmm Click the box with the "chat" ...
Creating a Service Call with a Location That is Not the Primary Location on the Account
1. In Autotask, Create the Service call 2. Underneath the description, select the location that you'd like to assign (see screenshot) 3. Save
Adding Products to AutoTask
Always add a description. The more fields you can fill out the more info will get synced to IT glue. At minimum fill in description, Manufacturer, SKU (if known), product number (model).
How to Edit Recurring Tickets
Search>Service Desk> Recurrence Master Tickets. Enter ticket number. Click the ticket. Go to Recurrence tab. First, you must make the edit(s) on the existing ticket recurrences. Under Instances, select (check off) off all the deferred tickets. Click ...
How to View an Account's Site Configuration in AT
Open the account and click the hamburger menu then >Activity: There’s a microscopic link called Site Configuration. Click it:
When to Use Tickets Vs. Tasks
Tasks are used when both of the following are true: There is an Autotask Project in which the task can be created The work to be done in the task is not customer-facing (no appointment with customer). If either of these is not true, you must use a ...
Quotes in AutoTask
If there is a ticket related to this purchase, create the quote from within the ticket so they are connected. To do this, first create an opportunity from within the ticket: After saving the opportunity, create a quote attached to it: To edit the ...
Creating Tickets: Best Practices
Set the Category FIRST When creating a ticket or starting work on a new ticket which arrived via email, the first thing to do is to choose the category. Everything flows from the category. If you choose the correct category, you will be presented ...
How to Print Out Ticket or Task Info in Autotask for Use During Onsite Jobs
In the Task or ticket, there is a button on the upper right that says "Print View". After clicking the button, you can choose what info you'd like to print out by opening the "ITEMS TO DISPLAY" section: You can print checklists, description, notes ...
How to Properly Create a Subsidiary in AutoTask
AutoTask uses the term "subsidiary" to mean a sub-account of a customer account. This could be a different customer site, or a third-party that we service through another IT company, where the IT company is the account and their customer is the ...
Creating Recurring Tickets and Service Calls
What are Recurring Tickets? We use recurring tickets for scheduled maintenance that must be done on a recurring basis. The recurrence instances of each master ticket have a number appended. For example, if the master ticket is T20190528.0050, then ...
Creating and Using Projects in AT (draft)
In projects, you can use tasks instead of or in addition to tickets. We don't need to add a ticket. Each task can have resources, checklists and service calls just like a ticket. You can associate previously created tickets with a project. ...
All About Autotask Ticket Notes
Ticket Workflows 1. If you are updating a ticket, please add a note. Do not edit the description of the ticket as a way of adding a note. 2. If you are taking over a ticket, please make sure to read all the ticket notes and time entries before ...
How to set up 2FA in your AutoTask profile
Under user (click your name in upper right) -> Preferences tab -> Scroll down to One-Time Password Options button and click it. Click the button that says "Request New QR code". Then add the account to Authy by scanning the AutoTask-generated QR ...
Instructions for Office Admin Entering Sub-Contractor Time Entries in AutoTask
General notes: The purpose of the time entry is (1) to document time spent on assignments, (2) to help us decide what to bill the customer for, and (3) to justify the charges to the customer 4) to document solutions to issues that may arise again. ...
Attachments in AutoTask
Adding an Attachment to a Ticket If you are attaching information to AutoTask from an email message, you must convert the contents of the email to a PDF. Do not attach Outlook or other email files to the ticket as these are difficult and time ...
How to add Knowledge Base article to AutoTask
If you come across a useful fix, you can add it to the AT knowledge base easily from the ticket: When you enter a relevant ticket time entry or note, check the box that says “add to resolution”. When you’re done with the ticket, click the Knowledge ...
Creating Service Call for External Tech
We cannot use TimeZest to schedule external techs or subcontractors. Select ticket status “scheduled - external tech” or “scheduled – internal tech.” Change ticket “Due Date” to date of service call. In ticket, or from ticket board, create a new ...
Configuration Items in Autotask
CREATING A CONFIGURATION ITEM This is only for hardware that is not covered by an RMM agreement. RMM config items are auto-synced from RMM. We should never manually create config items for them. Go to the Account. Click New. Under drop-down choose ...
Add or remove NYGG Hosted Exch user - stand alone
This is for customers for whom we do not manage their IT. Use category “Current MSA - Add/del device/service” For removing a user. choose ticket template called [Current Customer] Remove GGIT Exchange or Office 365 User (remove mailbox). For adding a ...