Lists of Statuses, Templates, Categories, etc.
Ticket Issue Types (in progress)
List of Ticket Issues:Sub-Issues and Their Uses: Routine Maintenance - No Issue:Scheduled Backup Check - workstation Used for recurring workstation backup check tickets. (Data backups - not the image backups we schedule to run monthly and don't ...
List of Note Templates in AutoTask
Here is some general info about Autotask Notes. (You must be logged into Autotask to view the article.) Notes are one type of form template in Autotask. Here are some of the more common ones we use. Not all note templates are available in all ticket ...
Account Classifications: Managed Services vs. Break/Fix
In the IT field, from a business standpoint, there are two types of customers: break/fix and managed services. Our managed services customers are the priority of our business. The needs of break/fix customers are secondary to that of the customers ...
List of Autotask Ticket Queues (In Progress)
"To Do" Queues Each tech has a "todo" queue - items that should be addressed within the week but do not require scheduling with a customer. In general, these items may be treated as a lesser priority. This does not mean that these tickets should be ...
Ticket Categories and How to Use Them
The ticket options all flow from the category. So it's important to start with the correct category. When you create a ticket, choose the category before doing anything else. The ticket's category can change as our knowledge of the underlying issue ...
List of Ticket Templates (in progress)
Escalate ticket from MC to GGIT internal team Template 045: Template Name: "Mission Control] Receive from Mission Control (Escalate to internal staff)" Cat: Available in categories User Issue -handled internally and Mission Control Help Desk For ...
Ticket Statuses (in progress)
Much of the information regarding customer needs and issues is communicated between team members via tickets. For this reason, it's critically important that ticket statuses and notes are always kept up to date. Every resource on a given ticket is ...