What happens while the ticket is outsourced?
When the outsource status of a ticket is Accepted or In Progress, it is in the hands of your service partner.
- The service partner is working in a separate instance of the outsourced ticket that is linked to your original ticket and has some special features. Refer to Insourcing features on the Ticket page.
- While the tickets are linked, either partner can add time entries, notes, charges and attachments to their version of the ticket. This information is synchronized to the other partner's tickets, following certain rules.
-
Outsourcing notification emails will be sent to the primary contact of the organization.
| Ticket Action | Synchronization Rule |
|---|---|
| General Behavior | If either partner edits or deletes items that they’ve created, the changes/deletions will sync over to the opposite partner. If either partner edits or deletes items that were created by the opposite partner, the changes/deletions will not sync over to the opposite partner. Once the outsource status is set to Complete, notes or attachments added by either partner after the outsource status becomes Waiting Approval or Complete will not be visible to the other partner. |
| Either partner creates, edits or deletes their own time entry, note or attachment | Synced to the other partner. The lead partner's time entry is synced to the service partner as a note. Internal notes and attachments are never synced. NOTE When service partner notes are added to the lead partner's ticket, they are marked as Internal Users Only, preventing service partner notes and attachments from appearing on invoices or the Autotask Client Portal version of the ticket. NOTE Only file attachments will be added to the other partner's ticket. File paths and addresses will not be synched. |
| Either partner edits the other partner's time entry, note or attachment | Not synced to the other partner. The synchronization relationship is severed, and any additional changes the owner of the entity will make in the future will not be synchronized. |
| Either partner deletes the other partner's time entry, note or attachment | Not synced to the other partner. The synchronization relationship is severed, and any additional changes the owner of the entity will make in the future will not recreate the entity for the other partner. |
IMPORTANT Additionally, any subcontractor time entry notifies the resource assigned to the ticket. This is a system notification that cannot be disabled.
Synchronization is suspended when the service partner sets the Insource to Complete and the ticket status becomes Waiting Acceptance.
- If the lead partner rejects the completion, the outsource status reverts to In Progress and synchronization resumes.
- If the lead partner approves the completion, the outsource status is set to complete, and synchronization is terminated. Refer to What happens when the outsource status is set to complete.
