Autotask Webinar - Growing your business in 2011 - Jay McBain - Jan 2011
How I Harness the Power of Autotask Workflow Rules
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Transcript of How I Harness the Power of Autotask Workflow Rules
2 0 11 W O R L D W I D E C U S T O M E R C O N F E R E N C E
P R E S E N T E D B Y
How I Harness the Power of Autotask Workflow Rules
Automation with Autotask
Brian KerhinPresident
Byte Harmony, Inc.
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!!FAST PACE!!
Q/A Right after the session
1:40 PM – 2:30 PM
Slide material will be available via the Autotask Community blog: Autotask LifeCycle
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Meet Your Presenter: Brian Kerhin
Iowa State University (Computer Engineering) Computer Networking Software Development
Network Administrator for Wendorff Bros Co Inc (MFG, 500 employees, $80 Million Gross)
Started Byte Harmony - IT business owner / operator for 10 years
Autotask Rock Star / MVP CompTIA SME for MSP Trustmark
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What do I have to do with Autotask?
CommunITy Volunteer (Top 10 Contributor) 2010 CommunITy Live Award Most Thoughtful Member Midwest Users Group Co-Leader (Norbert Doeberlein) Submitted more feature requests than all Autotask customers combined Trip to AT HQ
Presentation to all of AT: The Good the Bad And the Ugly CommunITy Engineering and User Experience Engineering (Walls)
Rock Star Award Consultation for companies that run on Autotask Operation Autotask Lifecycle: First and only blog exclusively for
companies that run Autotask Autotask Strategic Users Group Member Autotask Integrations:
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Poll: What do you use in Autotask?
Workflow rules with Speed Codes Workflow rules SLA system Workflow rules with an Autotask Integration
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Session Goals
Learn how to use Autotask to automate business Standard Operating Procedures (SOP).
Learn how to use Autotask Workflow rules to customize Autotask to meet your Company needs as much as possible.
*Learn how to use Autotask to assure employee compliance with SOP.
www.comptia.com
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Agenda Overview
Agenda 1: Speed Codes 2: SLA Engine 3: Workflow Rules 4: Integrations
Recommendation Keep it Simple - Less is more Keep it Consistent - Intuitive Keep it Communicated – Keep your staff informed
Approve and Post: Reconcile Billing on Contract
Workflow rules are a double edged sword!
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Example: Service Request
Order of operations on a Service Desk Ticket Set the Account (If you know the CI skip this) Configuration Item (CI, Config Item, etc) Speed Code
Deliverables Needed Documentation of Event
Account, Contact, CI, SLA, Reporting
Communication Billing
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Agenda 1: Speed Codes
Speed codes change values on the current edit screen in real time.
They can consistently enter data in fields like Source, Issue Type, Priority, etc. for further workflow automation
They can be a real time SOP tool There are different speed codes for different Autotask
Screens
Careful planning is needed to not make a mess of speed codes that aren’t used by anyone.
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Agenda 2: SLA Engine
What does the SLA Engine have to do with Workflow Rules? The SLA Engine trumps workflow rules
Setting due dates doesn’t work on SLA based tickets
Workflow rules can be used to Automate Status and therefore act on the SLA engine
Speed codes can be used to setup SLA components and workflow rules
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Agenda 2: SLA Engine
Workflow rules can enhance the generic SLA process Late notifications Idle timer rules 3rd party tool automation
What does the SLA Engine do: Timers based on ticket status that set the due date Timers that record: SLA Start, First Response,
Resolution Plan, Resolved – DONE: timers only run once
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Agenda 2: SLA Engine
If you’re going to use the SLA engine you must first accept how it works and then build your workflow rules around it.Remember: Keep it simple
Complicated SLA workflow rules tend to be problem laden.
Keep it consistent You have no control over the SLA engine and how it works.
Teach one thing and then build the rest around it.
Keep it communicated If people don’t know how it works the resulting reports will
probably show it.
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How to apply an SLA
Manually Speed Code Contract CI -> Contracts
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Ticket History Shows the SLA Engine at Work
The SLA Engine is the “User, Admin” The SLA Events are only MET the first time Integrations can also run as “User, Admin”
Integrations can trigger SLA events
New vs acknowledged
Reports show you your “Score”
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Agenda 3: Workflow Rules
Autotask programming without the API What makes up a Workflow Rule?
IF, THEN, AND (OR is on the drawing board)
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Why should I use a workflow rule?
Automate control of activity in Autotask (SOP) Timers
If a ticket is late, idle to long, etc
Detect Events If an employee works on a ticket more than the estimated amount
of time
Automate changes when events take place Email2AT
Automatic email response to client
Taskfire Automatically dispatch emailed tickets to Taskfire users
RMM Tools (Status)
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Programming Statement:
If
New ticket is created AND Queue Name = Client Access AND Source != Email2ATC
Then
Send email to Ticket Contact from [email protected] using Template “A new Ticket has been created in Client Access”
What are Workflow Rules
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If it was this presentation wouldn’t have been in the “Advanced” track.
CRM
Projects
Service Desk
Is it really that easy?
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Agenda 3: Workflow Rules
All workflow rules have the same basic parts (*not all have to be used) Events *Conditions *Actions *Notifications
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Service Desk
Client Access Idle 1 Business Day
Complete Monitor Customer replied Past Due date Waiting Customer
Waiting Vendor SOP
Work past Estimate Time Work done on
Delinquent Account
The service desk is by far the most powerful Workflow module section. We’ll start here with some great SOP workflow rules
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Agenda 4: Integrations
Communication Email2AT Client Portal / Taskfire (Technically not an Integration)
RMM NOC – Zenith InfoTech Quoting
QuoteWerks
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Email2AT / Client Portal / Taskfire
These are the primary tools used by customers to tell us electronically they have a service need.
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What communication is desired?
Your Company Support Address / Client Access Portal Send to Client Custom Email Notification with Ticket
Information Send Dispatcher an Email with new Ticket Information
Your Clients Support Address Allows for customization of responses (no response) Allows for customization of notification
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Taskfire / Inhouse Specific Issues
Your Clients Taskfire Support Address / Client Portal Dispatch Tickets to our company First Dispatch Tickets to Taskfire resource First * Rule to Dispatch Tickets to your Client Access Portal for Escalated Tickets
Tickets Created via the client access portal do not show up in your Autotask until Escalated even then the ticket statuses are completely separate.
Tickets Created via Email2AT will exist in your Autotask but should be generated such that they don’t get in the way: Status must not be in your Client Access Queue until Escalated (one rule)
Escalated tickets will change the status to “New”, you can use this change along with Queues to create a custom workflow rule to dispatch the service requests upon escalation.
Once placed in the Client Access Queue SOP should be used to address primary resource issues and further escalation
Recurring tickets can be Automated for Clients Taskfire tickets have no Due date, Autotask tickets do and that’s how workflow
rules automate dispatching them.
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RMM with NOC and outsourced VSD
2 Queues Noc::Monitoring - Tickets with status “New” or “Noc Info
Needed” are placed here Noc::Support - All other ticket statuses like: Noc
Scheduled, Noc In progress, etc. are here.
Status changes by the RMM vendor fire workflow rules and can update SLA information
Some manual labor parts are needed: Speed Codes from a Ticket Time Entry can not affect the
Edit Service Ticket Components No UDF Support: When supported Automation is possible
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RMM with NOC and outsourced VSD
Setup system statuses Clone Status Mapping Status Sort Order Setup SLA Engine Processing
Setup needed workflow rules Noc – New -> Email Notification (Account Owner) Noc – Info Needed -> Email Notification (Account Owner) Noc – Complete & Queue: Noc::Support -> (Quality Check)
Complete Monitor 2 & Noc::Monitoring Alert Workflow: When dispatching a ticket to the NOC switch to the
Queue to Noc::Support (NO UDF Support yet)
Zenith, Live Help Desk, Dove, etc.
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Recap
Keep it Simple Keep it Consistent Keep it Communicated
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What Will YOU Do Next?
Test an A Client with automated SOP: Speed Codes SLA(s) Workflow Rules
Goals: Learn to automate business SOP Learn to assure employee compliance with SOP Learn Workflow Rules to meet needs (Customize)
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If This Session Was Valuable… Also Check Out:
Reporting (ACL, Autotask) Taskfire (ACL, Autotask) Survey and Benchmarking (ACL, Autotask) RMM tool integration (Vendor / CommunITy) Email2AT or Email2DB (Vendor / CommunITy) Autotask Lifecycle (http://blog.byteharmony.com)
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Questions and Answers
And don’t forget to fill out the session survey!
Q/A Right after the session
1:40 PM – 2:30 PM
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Service Desk
Complete Monitor Customer replied Past Due date In progress and idle Waiting Customer Waiting Vendor
SOP Work past Estimate Time Work done on
Delinquent Account
The service desk is by far the most powerful Workflow module section. We’ll start here with some great SOP workflow rules