Office Workflows
View and Edit PTO in iSolved Portal
Log into the Isolved portal for all instructions below. To View Employee PTO Balances Admin goes to: Employee Management > Employee Benefits>Accruals>Leave Accruals To View Accrual History To research PTO accruals and balances, admin goes to: ...
Onboarding New Managed Services Customer (draft)
1. Create checklist in IT Glue. Use correct template.
How to Edit and Send a Microsoft License Contract to a Customer
For a contract with only monthly or annual end-user licenses billed on a per-license basis. This means: No azure or other usage-based licenses No Extra File Storage or other licenses that don't apply to a specific user. No upgrades; new licenses ...
Workaround for Datto RMM Reports PDF Corruption
As of 10/24/24, this will be done automatically via PowerAutomate. There's no longer a need to manually fix the Datto RMM PDF corruption bug. Background: The PDF reports that come from Datto are created on the Datto end in such a way that they get ...
Procedure To Follow If You're Going to Be Out During Your Regular Hours
This applies to vacation time, sick leave, unpaid time off, etc. Please follow these procedures if you will be out of office during your regular work hours. 1. Block off the time on your calendar so no appointments are scheduled for you. If you are ...
How to Notify New RMM Customer of Service Start
As per IT Glue checklist item, on or just before service start date, send appropriate welcome message to all contacts. Use Think Automation. (See the table entry for trigger called "schedule send.") If you have delegated access to the noreply email ...
Purchase Order System (DRAFT)
For Resale to Customers Use the part of the ticket or project number (which the charge is attached to) after the year as the purchase order with a number appended. Prepend the string with T if it's a ticket or P if it's a project. For example: ...
Remove Contact (User) for RMM Customer
Use ticket category: Administrative Change/Request. Confirm the ticket contact field is populated Choose ticket template "[Current Customer] Remove Contact/User for Current RMM Customer" Save. Saving the ticket with this template causes an email to ...
Mission Control Help Desk Ticket Escalation
Accepting a ticket that has been escalated from Mission Control Notifications on ticket escalations will show up in your Slackbot channel. If the ticket is still available, it will not have a primary resource attached. If the ticket was escalated ...
Customer Hardware Issue Escalation Procedures for RMM Workstations
For RMM customers. These are general guidelines for addressing two types of hardware issues you may see. The first is for an outright hardware failure. The second is for a situation where there is no failure, but the computer may not be adequate for ...
How to Make Payroll and Act on Time-Off Requests
In order for checks to be direct deposited by Friday, payroll must be completed by Thursday. Normally we expect employees to enter their hours for the previous week by Tuesday noon and we try to do payroll Tuesday afternoon. Log into the isolved ...
New Authorization Contact for Current Customer - Workflow
In AT ticket, choose category Administrative Changes. Choose ticket template "[Current Customer] Add or Replace Authorization Contact for Current RMM Customer." The notification section of this template causes the ticket contact to receive an email ...
Where to edit and configure help desk info if it changes
1. Autotask Notification Templates. 3 Templates. All the titles start with the words "Welcome notification for new RMM user." 2. IT Glue Document. docs.nygeekgirls.com/DOC-3939201-5084944 3. Think Automation forwarding of text messages to help desk ...
Project Workflow (draft)
Create opportunity from within account. Create quote from within opportunity.
Workflow: Creating a Quote for a Customer
Office admin create Opportunity from within the account. Office admin creates Quote from within opportunity in AT and publishes to customer using correct template and terms. Customer approves quote. Sender of quote receives notification. Sender of ...
New Break/Fix Customer Workflow
Customer info is taken either via contact form, chat (coming soon) or phone. Detailed list of Info to get during phone call is coming but should include number of computers, server, referral, address, phone, email (repeated back to them), name ...
Phone Routing
Calls during business hours go directly to the menu tree. Voice mails are sent as emails to info and to slack channel called #voicemails. If anyone calls with a new customer inquiry and a tech is unsure how to handle it, and if no one else is ...
External (Subcontractor) Tech Time Entry Work Flow
Tech time entry is received in office@ email inbox. Email contains subject “New Tech Time Entry Submission to enter in AT”. These originate from the NYGG WordPress form where techs enter their time: https://www.geekgirlsit.com/time The password for ...
Customer Support Request (Current customer, non-help desk)
This is for current customers. For new customers, see “New Client Intake Instructions” Much of this info is intended for the office admin, but it is important for techs to know how to manage customers on the phone, create tickets and prioritize when ...
New Prospect and Client Intake Instructions (New Customer)
This procedure applies to inactive customers in AT as well as to customers that have not opened a ticket or been billed by us in at least one year. They are to be treated as new customers. The only difference is that instead of creating the account ...
Handling Incoming Phone Calls
Answer calls this way: “Geek Girls IT Services; XXXXXX speaking”. Or “Geek Girls IT Services; this is XXXX” Placing people on hold Always say “May I place you on hold briefly?” before holding. Calls for Roberta (The following applies unless Roberta ...
Customers Signing Contracts
We use Docusign. If you see contracts that are no longer relevant that are still waiting for customer action, delete them.
New RMM or Backup Service contract procedures
New Services (RMM/Backup) contract procedures These instructions assume the following: Customer has signed contract via DocuSign. Customer has also signed the T & C (general consulting) agreement. Otherwise send this agreement via Docusign. I. Create ...
Customer Reports Workflow
Workflow On the first of the month we have scheduled all Datto RMM reports to send with "Scheduled RMM Report: " followed by Autotask/Datto Company Name in subject. Recipient: Info@nygeekgirls.com . A PowerAutomate rule (RMMREPORTFIX1) processes the ...