This document discusses how to keep an Autotask admin module up-to-date when certain events occur, such as a new year beginning, an employee leaving or being hired, new products/services being offered, offices moving or being opened, or a new Autotask version being released. It provides guidance on updating items like holidays, prices, favorites/templates, and user access in these situations to continue optimizing the use of Autotask.
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Configuration: Understanding the Admin Module
1. Keeping Your Admin Module Up-to-date
Angela Richer
Manager, Documentation and
Localization
2. Angela Richer
Manager, Documentation and Localization
Autotask Headquarters in Albany, NY
Worked in the Software Industry for 24 years
With Autotask for over 9 years
Training
Implementation
Documentation
Localization
3. Session Goal
The goal of this session is to show you how to update your
Autotask settings as your business changes or certain
events occur, so you continue to get the most out of
Autotask - even after your initial implementation is long
past
4. Agenda
In this session, we will show you how to keep your
Autotask site optimally configured when the following
events occur:
A new year begins
Someone leaves the company
You hire or promote someone
You offer new products and services
You move or open additional offices
Autotask releases the new version
6. When a New Year Begins
Update Holiday Set(s)
Review Time Off Policies
Review prices for Products and Services
Review Favorites and Templates
Review Payment Terms
8. When Someone leaves the Company
Change the user’s email address to your own
On the Autotask login page, enter the username of the
departing staff member and click I forgot my Password.
Then change the user’s password.
Login with the new password
Submit the user’s timesheets
Log out and log back in as Administrator
Reassign the user’s incomplete work to other staff
members (Forward/Modify Ticket, Reassign Tasks)
THEN, you can inactivate the user
10. When You Hire or Promote Someone
Review your Security Levels
Will you need a new security level?
Enter or update the Internal Burdened Rate for the user
Review your Departments and Queues and associate the
user with the right ones, in the right Roles
Check Workflow Rules to make sure the new team
member is integrated into your workflow
When hiring a salesperson, assign them to a Territory,
and possibly transfer accounts to them
12. New Product Offerings
Create the necessary Material Codes and Configuration
Item Types
Use the new Import Tool to import a Product list
Use Contact Group bulk emailing to promote the new
product
13. New Service Offerings
Create the necessary Work Types, Recurring Contract
Service Codes, and Contract first
Update your Services and Service Bundles lists
Enter a customized Service description which will appear on
the Invoice
Use Contact Group bulk emailing to promote the new
service
15. When You Move or Open Additional Offices
Update the address of your Internal Account in Autotask
(the 0 Account)
The Internal Account Address is displayed on your invoices
If you are opening additional offices, determine whether
you will need to set up a new Location
Necessary if the new location is in a different country or time
zone, or needs a different Holiday Set
17. When Autotask Releases the New Version
Read the Release Notes – check whether something you
have been asking for or waiting for has been released
Sign up for New Feature Webinars, watch training videos
and consult Online Help to learn how to integrate the new
features into your workflow
18. When Autotask Releases the New Version
Review the Countries your customer accounts are
associated with
Autotask converted Country into an ISO compliant dropdown
Review all accounts where the country is Other, and update
Make sure all Countries you are doing business in are
activated on the Country list, so they appear on the
dropdown
Configure Address Formats and associate them with the
Countries
19. When Autotask Releases the New Version
Set up your customized Tax Grid
Create the Tax Categories your business will require, and
associate them with your billing codes
Create a Tax Region for each country you do business in
Select a Default Tax Region
Create or edit customized Invoice Templates
Set up Additional Invoice Fields
Assign invoice templates to customer accounts
20. When Autotask Releases the New Version
Review Name Prefixes and Suffixes
Configure your Mailbox(es) to set up Incoming Email
Processing
Edit Notification Templates for use by your company
Review the new Import and Update Tools for
Accounts and Contacts
Configuration Items
Inventory Items
Products
Project Phases and Tasks
21. When Autotask Releases the New Version
Review your Workflow Rules
Consolidate Service Desk Workflow Polices using the In List / Not
in List operators
Review substantially enhanced Projects and Task workflow
rules
Service Desk
Review ITIL Incident and Problem Management
Inventory
Review Procurement Workflow
Projects
Check out the completely overhauled Project schedule with Drag
and Drop and many other new features