Completing an outsourced ticket

SECURITY  Outsource permissions

NAVIGATION   > Service Desk > Search > Tickets > click Search > open a ticket > Outsource > Complete

If you approve the completion of an outsourced ticket, the outsource status is set to Complete automatically. Refer to Approving or rejecting a ticket.

Anytime before the service partner submits the ticket for your approval, you can manually set the outsource status to Complete.

How to...

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Select Complete from the Outsource menu.
  • The outsource status in the service partner ticket is set to Complete
  • The lead partner ticket view and service partner ticket view are no longer synchronized
  • You (the lead partner) and service partners using Autotask can continue to add or edit time, charges, attachments and notes, but these additions and changes are not visible to the other partner
  • Service partners using the Subcontractor Portal can no longer add or make changes to their ticket view
  • All time entries made by the partner are bundled together and added to your ticket as a non-billable charge. The original time entries remain on the ticket

If the partner has used the Deduct (offset) field, the Deduct/Offset calculations appear in the Summary note.

  • You can now edit all notes, attachments, and charges added by the service partner that were previously read only in your ticket view
  • You can complete the ticket as you would a standard Autotask ticket

NOTE  You cannot delete a ticket once it has been accepted by a partner, even if it has been completed and there are no added notes, time entries, or attachments.