Co-managed setup

SECURITY  Security level with Admin permission to configure Service Desk (Tickets). Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Co-managed Help Desk > Co-managed Setup

BEFORE YOU BEGIN  This feature may be hidden in your Autotask instance because it is not activated. If so, you can activate it on the > Admin > Admin Categories > Activations page. Refer to Activations.

BEFORE YOU BEGIN  For an introduction and additional configuration options, refer to The Co-managed Help Desk.

About the Co-managed Setup page

On the Co-managed Setup page, you configure the co-managed help desk for selected organizations by associating them with co-managing users or teams, and you create co-managing teams.

The page has three tabs:

  • By Organization: on this tab, you select organizations for co-managed help desk, and assign resources or teams with co-managed access.
  • By Co-managing User: on this tab, you associate co-managing users with a Co-managed Help Desk security level with one or more organizations they will be co-managing.
  • By Team: on this tab, you create teams of co-managing users and associate them with one or more organizations they will be co-managing.

Configuration

Buttons

Name Description

Export button

Click to export the contents of the table to CSV.

Enable Co-management for Organization

Click to launch the Configure Organization dialog box.
Configure Organization

Organization

Select the organization you want to set up with co-management. Any active organization of any organization type, not just customers, can be selected.

NOTE  Parent and sub-organization organizations are treated as separate entities with different assigned resources and teams.

Primary Co-managing User

The Primary Co-managing User is assigned when no other explicit choice is made, for example when on the ticket, Save & Transfer to Co-managed is selected, or the ticket is transferred to the co-managed help desk using a workflow rule.

Inactivating the Primary Co-managing User will not remove the designation, but (Inactive) will be added to the name.

Optionally, select a Primary Co-managing User. All resources with a Co-managed security level are available.

NOTE  The selected user will also be added to the organization's account team.

Co-managing Users

Co-managing users are customer contacts who are given modified access to an MSP partner's Autotask instance. They use security levels specifically configured for this purpose, and only have access to customer accounts they are explicitly assigned to. Within configured limitations, they have access to the full power of an Autotask license, and can be assigned to work on project tasks and tickets. Typically, they are an employee or contractor of the customer organization, and the MSP cannot bill for their labor.

Optionally, select one or more Co-managing Users. All resources with the Co-managed security level are available.

Co-managing Team

A co-managing team is a pre-configured list of co-managing users that can be assigned to a co-managed organization as a group. Creating teams makes sense if the same group of co-managing users is assigned to multiple organizations, such as to a parent organization and its sub-organizations.

Optionally, select one or more Co-managing Teams. All preconfigured co-managing teams are available. You can add up to 100 teams.

Context menu

Option Description
Configure Organization Opens the Configure Organization dialog window for the selected organization.
Disable Co-management for Organization Deletes the co-management configuration for the selected organization without warning. All associations with co-managing resources and teams will also be removed.
View Organization Opens the default organization view (Organization Dashboard or Organization page).

This table displays all organization contacts who were assigned a co-managed security level.

Button

Name Description

Export button

Click to export the contents of the table to CSV.

Context menu

Option Description
Configure Co-managing User

Opens the Configure Resource dialog box for the selected resource.

  1. In the Co-managed Organizations field, start typing an organization name or click the selector icon and select one or more organizations.
  2. Optionally, in the Ticket Category Override field, select the ticket category that will be used to display all tickets for this co-managing user. This setting will trump any selection made in the Render as... field. Refer to Ticket Category Override.
  3. Click Save & Close.

NOTE  Each co-managing user can be associated with up to 500 organizations. They can only be assigned to tickets of organizations they are associated with.

IMPORTANT  Once you take this step, co-managing users gain visibility of tickets and possibly projects of customers they are associated with.
View/Edit Co-managing User Opens the Edit Co-managing User page for the selected user. Refer to Adding or editing a co-managing user.

Populating or editing the Configure Resource dialog window

Field Description

Resource

The full name of the selected resource.

Co-managed Organizations

Start typing an organization name or click the selector icon and select one or more organizations. All organizations that have co-management enabled are available. Each co-managing user can be associated with up to 500 organizations. They can only be assigned to tickets of organizations they are associated with.

Ticket Category Override

The Ticket Category Override lets you select the ticket category to use for all tickets for an individual resource with Co-managed Help Desk permissions. It will override the Render as setting that is assigned at the security level. This allows you to increase or decrease the visibility of fields for certain users by assigning a different ticket category.

Select the ticket category to use for all tickets for an individual co-managing user.

Co-managing teams are created by associating co-managing users. The same co-managing user can belong to multiple teams. In fact, all relationships between co-managed organizations, co-managing users, and co-managing teams are many-to-many.

EXAMPLE  The same resource is assigned to a parent organization and its sub-organizations.

Buttons

Option Description

New

Click to launch the Create Co-managing Team dialog box. Complete the following fields:

  1. Enter a unique Team Name.
  2. Optionally, select a Team Lead. All co-managing users are available.
  1. Optionally, select additional Co-managing Users who will be part of this team. At least one resource or the team lead are required. You can add up to 500 users to a team.
  2. Optionally, select the Organizations that will be co-managed by this team.
  3. Click Save & Close.

Please keep the following limits in mind:

  • There is a maximum of 500 teams
  • A co-managing team can have a maximum of 100 co-managing users
  • A co-managing team can be associated with a maximum of 100 organizations
  • An organization can be associated with a maximum of 100 teams

Export button

Click to export the contents of the table to CSV.

Context menu

Option Description

Edit

Opens the Co-managing Team dialog box.

Delete

Opens a confirmation message. Click Yes to confirm the deletion.

The team resources will be removed from all organizations associated with the deleted team, but remain associated with organizations they were individually associated with.

Populating or editing the Co-managing Team dialog window

You can create up to 500 teams.

Field Description

Team Name

Enter a unique Team Name.

Team Lead

Optionally, select a Team Lead. All resources with a Co-managed security level are available.
Co-managing Users
  • Optionally, select additional Co-managing Users who will be part of this team. At least one resource or a team lead are required to create a team.
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    Organizations

    Start typing an organization name or click the selector icon and select one or more organizations. All organizations that have co-management enabled are available. You can add up to 100 organizations.