Alert workflow

This article describes the ticket creation workflows that take place in Autotask when a connected integration generates an alert. It also discusses tools that automate or enhance ticket workflow.

Ticket workflow

1. The integrating software generates an alert.
2. Autotask creates a ticket.
   • If your company uses Datto RMM and you have integrated it with Autotask, you can configure monitors to create tickets in Autotask. Refer to Autotask Integration and Monitors.
   • If you use the Kaseya RMM Extension, tickets generate by using Incoming Email Processing. Refer to The Kaseya RMM Extension and Creating a Kaseya mailbox in Incoming Email Processing.
   • If you have set up the Datto Networking integration, tickets are automatically created for those alerts. Refer to The Datto Network Manager Integration.
   • If you are using the Integrated Service Ticketing feature, tickets are automatically created for alerts from the linked Kaseya modules. Refer to Integrated Service Ticketing.
   • Other applications use the Autotask API, and many are configured to create tickets in Autotask. For a complete list of RMM integrations, refer to Remote monitoring and management (RMM) integrations.
3. OPTIONAL: Schedule the ticket. If you need to make an appointment with your customer or with a vendor to resolve the issue, either on the phone or on-site, reserve a time slot on the Dispatch Calendar. Refer to Creating and managing service calls from a task or ticket.
4. Work on the ticket. For a description of the Ticket page, refer to The Ticket page.
   • Track the time you spend working on the ticket. Refer to Adding a ticket time entry.
   • Add new information about the issue as a note. Refer to Adding a note to a task or ticket.
   • Associate documents with the ticket. You can upload or link external information such as Microsoft Word documents, images, or spreadsheets to the ticket. Refer to Adding and managing attachments.
   • Track any billable and non-billable materials you use to resolve the ticket. Refer to Adding or editing a ticket charge.
   • Track travel expenses associated with the ticket. Refer to Adding and editing expenses.
5. Complete the ticket. Refer to Completing tickets.
6. OPTIONAL: Resolve the alert by using extension callouts. Refer to Extension Callout (Tickets).
7. Bill the customer. Refer to Invoicing.

Tools that automate or enhance ticket workflows