Managing received tickets

SECURITY  Allow Partner Management or Allow All

NAVIGATION   > Outsource > Dashboard > Received Work

Users with Allow Partner Management or Allow All outsource permissions can manage received tickets from the Received Work lists on the Outsource dashboard.

All other users can access received tickets from all standard Autotask ticket lists. The column chooser for ticket lists includes an Insourced column. When you add this column to your ticket lists, received tickets display a check mark in the Insourced column.

The menu options on the left side of the page are grouped lists of received tickets. The number indicates how many tickets are in the list.

Menu Option Description
All Open All received (insourced) tickets that are currently open.
Waiting Acceptance Click the link to open the list and view all tickets waiting acceptance. Note that this list only displays the Title, Description and Accept By fields.
Accepted or In Progress Tickets that are accepted (your company has accepted the ticket but not yet started the work) or in progress (work has started).
Overdue All received tickets that are not yet complete and with an outsource complete by date/time that is earlier than the current date/time.
Waiting Approval All insourced tickets you have completed the work on and submitted to the lead partner for approval.
Complete All received tickets with an outsource status of Complete.
  • Click a menu option to display the list on the right side of the page.

The following columns appear in the Received Work lists.

Column Description
Ticket Number

The Autotask ticket number. For received work, this is the number assigned by your Autotask instance.

Click a ticket number to open the Ticket page.
Priority The ticket priority. Priorities are color coded:
Red – Critical, Green – High, Orange – Medium, Black – Low and all other custom non-system priorities.
Organization The organization that the ticket is associated with. For received work, this is the lead (outsourcing) partner's organization.
Title The ticket title.
Description The content of the ticket description field. Description is truncated to fit into the line.
Complete By Displays the date and time by which all work should be completed.
Ticket Status The current status of the ticket.
Insource or Outsource Status The current outsource status of the ticket (not the ticket status).

How to...

By default, all ticket lists are sorted by ticket number. You can sort the list by any column, print the list, or view details for any ticket.

  • Click any heading to sort the list in ascending order by that column.
  • Click Print Preview to print the list.
  • Click a ticket number to open the Ticket page.