Security and troubleshooting for the Co-managed Help Desk

Security

Sharing your business management software with external users presents some unique challenges. You want to give co-managing users access to all the tools they need to work on their assigned tickets, but you also want to control exactly what data they have access to in your Autotask instance.

Autotask has implemented a layered security model that allows you to configure the following:

Troubleshooting: cannot assign a ticket to a co-managing user

If you believe you have set up everything correctly, but are unable to assign the ticket to a co-managing user, check the following:

  1. Did the customer log in using the co-managing user account?
  2. Is co-management enabled for the ticket organization?
  3. Is the co-managing user, or a co-managing team he or she is a part of, associated with this organization?
  4. Is the ticket associated with a ticket category where the Co-managed Visibility field is displayed? Only tickets with ticket categories where this field is available can be assigned to co-managing users.
  5. If the field is displayed, is it set to Visible?

NOTE  Best practice: you may want to create a Visible to Co-managing Users ticket category that defaults this setting to Visible, and workflow rules that run when a co-managing user is assigned to the ticket and that change the ticket category to the Visible to Co-managing Users category.