Technical and Ticket Workflows
Actioning incoming tickets for Todyl EDR and SIEM
High-priority Todyl EDR/ SIEM tickets go to the general technician queue. Please address them as promptly as possible. Low- and medium-priority will auto-close for logging purposes only. Critical-priority tickets will generate an alert in Slack that ...
Workstation Offline 21 days Workflow (draft)
Designated technician receives notification to check if device is really offline or if Datto RMM agent just stopped working. (WF Rule GGIT-42 Datto RMM Reports Workstation offline for 3 weeks - intern checks.) If device is really offline and is not ...
RMM Workstation Setups, Swaps, and Removals: Workflow
Adding an RMM Workstation or Swapping Users Ticket Category: Curr MSA, add/del device/service Use ticket template 072: [Current Customer] RMM New Device Setup Follow instructions in the ticket description. This template will cause this notificaton to ...
Add New Contact to Existing Customer (Including Email Setup)
Use one ticket per new contact. Do not put two contacts on the same ticket. It's not recommended to clone this ticket unless you're very confident that the "new user form" email will get send correctly to the authorization contact. It's safer to ...
Workflow: System Volume Disk Space Alert for Workstation (in progress)
Ticket generated from Datto RMM. (Policy for Win devices is "Windows: Workstation". Monitor is "Disk Usage Monitor." SYSTEM_VOLUME drive has passed 90.0 % Used for 15 mins." Policy for Mac Devices is "Operating System: Mac OS". Monitor is a component ...
Disk Issue Reported by RMM Workflow
When RMM creates a ticket for a workstation with a disk issue (sub-issue = "Possible Disk Corruption"), workflow rule NYGG0018 fires. It assigns ticket to "TODO: General Tech Technician Queue" and adds checklist "Disk Corruption Checklist " to ...
Deferred tickets
Tickets with status of Deferred will become “follow-up needed” and moved to L1 queue 7 days before their due date. (WF Rule NYGG07) When deferring a ticket, you should move it to the deferred queue so it doesn’t clutter up the main (L1) queue.