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Usecure Security Awareness Training - Admin Basics
Customer Tenant Access To go to a customer tenant, go to uService tab on top. Click Customers. There are two button next to each customer: Admin is for changing and viewing the customer's training and phishing configuration (for example, when ...
New Ticket Idle for Two Hours (RMM customer - not help desk)
When a ticket from an RMM customer is new and no one has addressed it at all, after two hours, everyone will receive a notification in their Slackbot channel. If you have time and you see it come in, you can reach out to the client. You should “call” ...
Intake and Troubleshooting Best Practices and Policies
General Troubleshooting Guidelines Intake: Defining the Issue Whether you are a technical or an administrative team member, when performing intake on a technical issue, it is imperative that you define and document the nature and scope of the problem ...
Scheduling Email Messages Using Think Automation
Think Automation accepts HTML files to be sent as emails. The file must be in HTML format. Cannot use IT Glue docs, PDFs, etc. If unsure, it's best to test it out by sending yourself an email first. You specify the HTML file as a link. For this ...
Monthly Microsoft Azure Usage-Based Billing (via Pax 8)
Azure usage tends to disappear from the Pax8 portal from the 1-4th of each month, pending Azure finalizing all consumption from the previous billing cycle Azure subscriptions for the previous month update on the fourth or fifth of the month. Roberta ...
Workflow: New User (New Contact) for Current Customer
Any time a new user is onboarded, whether the customer explicitly says so or not, you (the person responsible for the ticket at any given time) must perform the following action to ensure they are properly onboarded in our systems and in the ...
Incoming Alerts and Notifications from Devices/Services We Monitor (in progress)
Queues These tickets will go into one of two queues automatically depending on whether the email went to notification.NYGG.LOCAL@email.autotask.net or alerts.NYGG.LOCAL@email.autotask.net: either Notifications from Devices/Services we Monitor or ...