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Auto task Procedures

Auto task Procedures. A ticket is a any Single problem a Customer has. Off-Site and On-Site Time is added to a ticket whoever works on it. Tickets are created for Billable and Non-Billable Requests Ticket owners must ensure ticket are responded and update daily. What is a ticket.

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Auto task Procedures

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  1. Auto task Procedures

  2. A ticket is a any Single problem a Customer has. Off-Site and On-Site Time is added to a ticket whoever works on it. Tickets are created for Billable and Non-Billable Requests Ticket owners must ensure ticket are respondedand update daily. What is a ticket

  3. Promenet Flow Create Service Call Work Remote Add Time Create Ticket Not Resolved Customers Calls Go Onsite Enter timeDesc. Update Status.

  4. Loging into the AutoTask http://www.autotask.net

  5. Creating a Ticket • Click on “New Service Request” • All fields with * Mandatory.

  6. Entering Customer Information Enter Account Name (Type partial and hit enter to auto complete) Contract selections Select the appropriate contact - Block of Hours - Support Contact Price… - Time & Materials

  7. Allocations Codes • Allocations codes are used to classify the work being done. • Allocation codes determine billable/Non billable

  8. Status Codes • New: • Promenet Pending • Waiting for Customer • Waiting for Parts • Follow Up • Credit Hold • Complete

  9. Queue/Resource: Set Ticket Owner • Due Date: Set a Due date based on when your ticket is going to be completed. • Status: Keep this up to date! Lets mangers and others engineers what’s the status of your ticket.

  10. Finalizing a Ticket Click Save and Close. A ticket # will be issues. ALL EMAIL COORSONDANCE MUST INCLUDE THIS TICKET #

  11. What is a Service Request? • Service request is created based on a ticket indicating you are going to a customer site. Service Request must be created as soon as you know you are going to a customer site. This designates you as busy!!

  12. How to Create a Service Call • Find you open Ticket. • Right Click the ticket and Click “Add New Service Call” • Below you will fill in them data and time you expect to be there. This is an apox and not specify billable time.

  13. Completing you Service Call • Find your service call by going to My Service Calls • Click Search • Double Click you Service Call. • Check Complete

  14. Statement of Work Whenever going On-Site to a customer you must bring and get signed a statement work. AutoTask is accessible anywhere, so there should never be an issue with this. • Upon Completely Filling in the Service Call request Click “Generate Statement Of Work” • Print and get signed by customer. • Complete your Service Call and Submit to billing. If for some reason you cannot access auto task call the office to have a SoW FAX to you.

  15. Logging your Time • Right Click the ticket • Click Add Time. • Enter Start and End Time • CHANGE STATUS • ENTER CLEAR AND DESCRIPTIVE NOTES!!!!!!

  16. Adding Notes to Tickets • Commenting a Ticket with entering Time user a Note. • When to enter notes? • Add Vendor Ticket #s. • Any update on account.

  17. Seeing your Open Tickets and Task My Tasks and Tickets - Displays open Tasks and Tickets

  18. Unassigned Tickets Picking up Tickets Accept Tickets: Take Ownership Accept Tickets and Enter Time: Take Ownership and add Time

  19. Working with Tickets • Call comes in… Create Ticket • Work Remotely… Enter Time & Description, Change Status, Schedule Service Call. • At Customer: Get sign off & Enter and Mark SC Complete & Change Status (Complete)

  20. Time Off Request / Training Requests • Vacation: All time off must be request via AutoTask and Approved my Mike P or Mike C. • Training must be requested in auto task and must be approved by Mike P or Mike C. • Sick Daysmust be requested • the morning of being sick.

  21. Creating A Time off Request • Home button at top  Under My timesheets  My Time Off Requests. • Click New in the upper left hand bar at the top as pictured above. • ……….

  22. How to Submit a Time off Request • Select Type of Request • 1 day = 8 hours • Pick the days that you will be out. • Submit Request

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