Managing outsource networks

SECURITY  Allow Partner Management

NAVIGATION   > Outsource > Outsource Networks

About the Outsource Networks list

In order to outsource tickets to a network or vendor that is not an outsource partner, you must add the network or vendor to the Outsource Networks list. Networks and vendors added to the list are available for selection from the Outsource menu on the Ticket page.

The Outsource Networks list displays the following information:

Column Name Description
Click to edit the network or vendor.
Outsource Network Name The name of the network or vendor
Action The action that occurs when a ticket is outsourced to the network or vendor. Actions are configured when you add or edit an Outsource Network listing. They include Send Email, Execute LiveLink, or No Action. Refer to Adding a network or vendor.
Organization Name The name of the Autotask organization associated with the network or vendor
Active The active/inactive status of the network or vendor. A check mark indicates Active. Inactive organizations are not available for outsourcing.

How to...

When you activate the Outsourcing module, the ticket detail Outsource menu contains one network: OnForce. You can add additional networks and individual vendors to your outsource network as desired.

You add and edit networks and vendors from the Outsource Network list, accessed from

  1. To open the page, use the path(s) in the Security and navigation section above.
  2. Click the New button.
  3. Complete the required fields. Refer to Adding a network or vendor.
  4. Click Save.

You can open the Outsource Network view and make changes to the current network or vendor settings.

  1. Click to the left of a network or vendor, or right-click the network or vendor and select Edit Outsource Network.
  2. Make your changes.
  3. Click Save & Close.

Refer to Adding a network or vendor.

Before you activate or deactivate, bear in mind:

  • An inactive network or vendor no longer appears in the Outsource menu on the ticket detail and is not available for outsourcing. Deactivating the network or vendor does not impact tickets that were previously outsourced to that network.
  • When the network or vendor is active, it becomes available for outsourcing and appears in the Outsource menu on the ticket detail.

There are two options for changing the "active" status of a network or vendor:

  • Right-click the network or vendor in the Outsource Network list and select Activate Outsource Network or Inactivate Outsource Network.
  • Or, click to the left of a network or vendor to open the Outsource Network page and clear or select the Active check box, then click Save & Close.

If you have not yet outsourced any tickets to a network or vendor, you can delete the network or vendor from the Outsource Network list. Once a ticket has been outsourced to the network or vendor, you cannot delete it. Deletion cannot be undone.

NOTE  To prevent users from outsourcing to a network or vendor when you cannot delete it, just deactivate it.

To delete a network or vendor:

  1. Right-click the network or vendor in the Outsource Network list and select Delete Outsource Network.
  2. Click OK to confirm the deletion.