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 |
---|---|
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 |
---|---|
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.
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
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 |
---|---|
Click to launch the Create Co-managing Team dialog box. Complete the following fields:
Please keep the following limits in mind:
|
|
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.