ADMIN: Configuring the Co-managed Help Desk
Enabling and disabling Co-managed Help Desk
Co-managed Help Desk is available to Autotask Premium and Ultimate customers, but it is disabled by default. To enable it, check the box to the left of the Co-managed Help Desk feature on the Activations tab. Refer to Activations.
BEFORE YOU BEGIN Please be aware that while you can deactivate the Co-managed Help Desk, some of the UI changes introduced by co-management are not reversible.
The following pages and options become available:
Product area | Description |
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Admin > Features & Settings |
The Co-managed Help Desk section appears in Admin > Features & Settings. It includes the following additional pages:
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Organization page |
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Contact page |
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Ticket page |
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Time entries and notes |
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Workflow rules |
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Notifications |
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Form Templates |
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The Co-managed Help Desk can be disabled if all co-managing users have been deactivated. To deactivate the Co-managed Help Desk, clear the check box on the Admin > Activations tab.
NOTE Co-managers who are the account manager for an organization cannot be deactivated. You must first assign a new account manager to the organization, and then deactivate the co-managing user.
When you deactivate the Co-managed Help Desk, the following will happen:
- Co-management will be disabled for all organizations that had it enabled.
- Tickets that were assigned only to co-managing users may become unassigned.
- Workflow rules where co-managing users were referenced may not fire or be broken.
- On the Co-managed Setup page, the associations between organizations, co-managing users and co-managing teams will be deleted. You will not be able to retrieve them if you re-enable Co-managed Help Desk.
We recommend that you review all automated processes that involved co-managing users.
No changes will be made to the following:
- Existing ticket data, including the co-managed visibility setting on a ticket
- The Internal & Co-managed Publish To setting on notes, time entries, and attachments
Configuring co-managed help desk features
To get started with the co-managed help desk, the following setup tasks must be completed:
- You need to review the Co-managed Help Desk (system) security level and, unless this 100% meets your requirements, create one or more co-managed security levels. Refer to Co-managed security levels.
- You need to create co-managing user accounts. All co-managing users must be associated with a contact. You can either start with a contact and create a co-managing user account for them, or create both at the same time. If you had co-management enabled before the release 2022.2, you may need to associate the user account with a contact record. Refer to Adding or editing a co-managing user.
- Finally, you need to associate organizations with co-managing users or teams. Refer to Co-managed setup.
Configuring Autotask to support the co-managed help desk
While your co-managed help desk will be up and running after the previous configuration steps, something as far-reaching as sharing your Autotask instance with external users should prompt you to re-visit your Autotask configuration. There are a number of areas in Admin where you should create items for the exclusive use by co-managing users.
The following topic steps you through a number of features where you can improve the workings of the co-managed help desk: Configuring Autotask to support Co-managed IT.