Inviting and managing service partners

PERMISSIONS  Allow Partner Management

NAVIGATION  Left Navigation Menu > Outsource > Partners > Invite & Manage

On this page, you manage the relationship with your outsourcing service partners. All organizations of type Partner, Vendor or Customer (these types are eligible to become partners), regardless of outsourcing status, are displayed in a searchable and sortable table.

  • Open the Invite & Manage Partners page:

    • How to...

    Use the filters below the header row to search for potential outsourcing partners.

    Column Description
    Selection check box Select the check box to choose an organization to be invited to become an outsource partner,
    This box is disabled if:
    • The partner status is already active
    • The Invitation Recipient or Recipient Email field is blank or the contact has been redacted
    Context Menu Hover over the context menu to add or edit the recipient, invite the partner or cancel the outsourcing relationship.
    Organization To search for an organization, enter a string contained in the organization name.
    Invitation Recipient* The selected contact receives all outsourcing related notifications for the organization. The column defaults to the organization's primary contact. If the organization has no primary contact, the column is blank.
    If the organization's partner status is Not Invited or Canceled, the invitation recipient will be updated whenever the primary contact is changed. Otherwise, it will not be updated.
    To add or edit the invitation recipient, use the context menu.
    Recipient Email* Outsource partner contacts require an email address. To edit the Recipient Email, use the context menu > Edit Recipient.
    Partner Status Displays the invitation status of the partner. Options are:
    Active- an organization that has received an outsource invitation and has accepted it
    Canceled- an organization that was an outsource partner in the past, but the relationship has been broken
    Declined- an organization that has received an outsource invitation and has declined it
    Not Invited- an organization that has not been sent an outsource invitation
    Pending- an organization that has received an outsource invitation but has not yet accepted or declined
    Outsourced Tickets Displays the number of tickets that are currently outsourced to this partner as a hyperlink. Click the link to open the Outsource Dashboard's "By Subcontractor" page for this partner in a new window.
    Partner Type This column displays whether the service partner is an Autotask user or a Subcontractor Portal user. It is only populated after the partner accepts the outsourcing invitation.

    If the new partner organization is not already in your Autotask instance, click New Organization and complete the page. Refer to Adding an organization.

    Click Edit Invitation. For more information, refer to Customizing the partner invitation.

    If no invitation recipient is selected, the contact has been redacted, or the Recipient Email field is blank, the selection check box is disabled .

    To add or edit an invitation recipient:

    1. Hover over the context menu and select Edit Recipient. A dialog box will open.
    2. Click the Invitation Recipient drop-down menu and select a contact name. The email field will be populated from the contact record.
    3. To add a new contact, click the icon next to the drop-down menu to open the New Contact page. Refer to Adding and editing contacts.
    4. If you did not add an email address to the contact record, you must add one on the Edit Recipient form.

    NOTE  You can add a different email address than the one on the contact record. Just be aware that if you change the contact, the email address from the contact page will populate this field.

    1. To invite multiple organizations, check the selection check boxes in the leftmost column and click Invite Selected.
    2. To invite a single organization, do the same, or use the context menu and select Invite.
    3. The Partner Status will change to Pending.
      You will be notified by email when each of these partners has accepted or declined your invitation. As soon as a partner has accepted your invitation, you'll be able to begin outsourcing tickets to them immediately.

    To break an outsourcing relationship with a service partner who has accepted the invitation and whose partner status is active, hover over the context menu and select Cancel Partnership.

    If the partner has any tickets with an outsource status of Assigned, Accepted, In Progress, or Waiting Approval, all outsourced tickets must be canceled by the lead partner, declined by the service partner, or completed before you can proceed.

    The partner status is updated to Canceled.

    NOTE  If you want to later reestablish a relationship with that partner, a new invitation must be sent and accepted just as if the previous relationship had never existed.

    For active outsource partners, the number of tickets that are currently outsourced to them and have a status of Assigned, Accepted, In Progress, or Waiting Approval is displayed as a hyperlink. Click the link to open the Outsource Dashboard to the Outsourced Work view for the selected partner.