Mission Control
How to Add or Edit a Rule in the Mission Control Lift-Off Portal
We can include rules in Mission Control to indicate which users should be served within a specific company. To add or edit a rule, log into the Mission Control Lift-Off portal and go to Rules Manager, on the left hand side. To create a new rule, ...
Mission Control Billing
Technical work has a .5 hour minimum per ticket. Other work (contacting use, dispatch fee) is in addition and does not have a minimum. Technical time entries are rounded up to the nearest .25 hour. For billing issues, contact Orjeta: Mission Control ...
Mission Control Cloud-License-Adding Procedures
When a request comes in for a license that requires purchasing, generally GGIT purchases the license. If GGIT is purchasing the license then MC should reach out to GGIT to have the license procured. At that time, GGIT must verify with a customer ...
Documentation for Mission Control
It's important to provide extremely detailed documentation to MC. This is provided in IT Glue. Mission Control can see our Autotask KB articles, so it's fine to refer to a KB article (provide link and article ID) in IT Glue if appropriate. For ...
How to Provide General Account Information and Bulletins to Mission Control
Bulletins (Lift-Off Portal) Bulletins should be used to notify Help Desk if one or more customers has an unusual issue (like a temporary cloud outage, etc.) that they should be aware of in case users start calling in wondering what is going on. For ...
How to Communicate with Mission Control Regarding Tickets (Send, Assign or Inquire About Mission Control Work)
Introduction Generally we handle help desk tickets internally. However, when we are overloaded, tickets should be "sent" to Mission Control, our help desk vendor. Using the correct ticket template, it only takes a minute to edit the ticket so it will ...
Communicating with the MC Help Desk Team
If you need for MC to quickly handle an issue, do not email success@missioncontrolnoc.com . If it's ticket-related and urgent that he techs see the message right away, or you would like a status update on a ticket, you can reach the dispatch team ...
How to Onboard New Mission Control Help Desk Customer
General Information 1. Mission Control uses our ScreenConnect portal and RMM portal for remote access. (They also have a Splashtop login for customers that are using Splashtop.) For backup, they have their own ScreenConnect instance. However, their ...
General Info on How MC Works with AutoTask
Checklists get sent over but checked items on their side will not show as checked on our end. Attachments don't get sent over. They need to know about it so they can look at the ticket on our end. Will see notes but it will not indicate to whom it ...
Creating a Ticket For Mission Control
Help Desk Requests sent by email during business hours come to the internal team. Help Desk Requests sent by email outside of business hours go to Mission Control. If the internal team is over-extended during business hours, help desk issues can and ...
How to use the MC Helpdesk for "non-onboarded" help desk (draft)
The Help Desk will work with customers who are not on a per-device payment model. They will do this on as hourly basis, billing in 15 minute increments. Requirements In order for MC to work on a desktop, it must be in our RMM portal. (They use our ...