The My Workspace page

SECURITY  All Users

NAVIGATION  My > Service Desk > Tasks & Tickets

NAVIGATION  My >Service Desk > Service Calls

NAVIGATION  My > CRM > To-Dos

NAVIGATION  My > Waiting My Approval > Change Requests

The My Workspace page displays all items assigned to you personally, regardless of the type of assignment, in a tabbed interface. The tabs are similar to the stand-alone search pages and tables, with the exception of the My Tasks & Tickets tab. This tab is unique in that it can display two different entities, tasks and tickets, on one table.

Tab Description
My Tasks & Tickets Depending on filter settings, this tab can display project tasks, tickets and recurring tickets. By default, this tab is filtered on:
  • Ownership: Where I am Primary or Secondary Resource

For a description of the unique filters on this tab, refer to Search filters on the My Tasks & Tickets tab. For details on managing the tickets on this list, refer to Searching and managing tickets. For details on the task context menu, refer to The Task context menu.
My To-Dos By default, this tab is filtered on:
  • To-Do or Note: Non-Complete To-Dos
  • Assigned to Resource: The current logged-in user

Refer to Searching and managing CRM notes and to-dos.

My Service Calls By default, this tab is filtered on:
  • Scheduled Resource: The currently logged-in user
  • Status Type: Open (even if the scheduled event is in the past)

Refer to Searching and managing service calls.

My Change Approvals This tab only appears if the Change Management feature is enabled. By default, this tab is filtered on:
  • Ticket Type: Change Request
  • Change Request Approver (Resources): The current logged-in user.
  • Change Approval Status: Requested, Partially Approved, Approved, or Rejected. The number of tickets waiting your approval is shown in parentheses). To display only change request tickets with a status of "Requested", check the Only show tickets waiting my approval box displayed above the table.
  • Status: all statuses except Complete.

Refer to Change management.

The filters on the My Tasks & Tickets tab are unique, since this is the only page where you can search for and display both tasks and tickets on the same table.

NOTE  All filter settings are persistent from one Autotask session to the next.

NOTE  Open tasks in inactive projects are not included in the search results.

NOTE  Another way to see tickets or tasks assigned to you is through a dashboard widget. Setting up a dashboard widget allows you to apply additional filters. For more information, refer to Adding a widget and editing widget settings.

Filter Label Filter Options
Type Filter options include:
  • [blank] - Both tasks and tickets are included
  • Tasks - Only tasks are included in the search results
  • Tickets - Only tickets are included in the search results
Ownership Filter options include:
  • All - All tasks and tickets
  • Where I am Primary or Secondary Resource - All tasks or tickets where you are the primary resource OR one of the secondary resources.
  • Where I am Primary Resource - All tasks or tickets where you are the primary resource
  • Where I am a Secondary Resource - All tasks or tickets where you are the secondary resource
  • Unassigned Items in my Queues and Departments - All tasks where the task's department is one of your departments AND there is no primary resource assigned to the task (secondary resources do not count), and all tickets where the ticket's queue is one of your queues AND there is no primary resource assigned to the ticket (secondary resources do not count).
Resource (Primary or Secondary) This filter lets you select a resource that is either the primary resource OR a secondary resource for each task or ticket.
  1. If you have Security Level permission Service Desk > Tickets > "View: All", all resources are listed.
  2. If you have Security Level permission Projects > "View: All" for at least one project type, all resources are listed.
  3. If 1 or 2 are not true, but you are the lead of a department, all resources in that department are listed.
  4. If 1 or 2 are not true, but you are the lead of a workgroup, all resources in that workgroup are listed.

Results include inactive resources.
Tickets Due This filter lets you select a dynamic date range.

NOTE  A ticket is considered "Overdue" if its due date is today, but its due time is earlier than the current time.

IMPORTANT  Task rows are never excluded due to a selection in this filter; they continue to show according the selections in the other filters.
Tasks Starting

 

 This filter lets you select a start date of each task, using a dynamic range.

IMPORTANT  Ticket rows are never excluded due to a selection in this filter; they continue to show according the selections in the other filters.
Tasks Ending This filter lets you select an end date of each task, using a dynamic range.

IMPORTANT  Ticket rows are never excluded due to a selection in this filter; they continue to show according the selections in the other filters.
Recurring Tickets Filter options include:
  • [blank] - Both recurring and non-recurring tickets are included
  • Yes - Only recurring tickets are included in the search results
  • No - Only non-recurring tickets are included in the search results
In Work List of (Resource) This filter lets you select a resource using a standard data selector and displays all tickets in the selected resource's Work List.
Not in Work List of (Resource) This filter lets you select a resource using a standard data selector and displays all tickets not in the selected resource's Work List.

To manage tasks on the My Tasks and Tickets table, select the context menu. The available options depend on your security level and access to the project. Refer to Project security settings.

Option Description
View
Task Detail Opens the Task page that contains complete information about the task or issue. Refer to The Task page.
Project Opens the summary page of the project the task is associated with. This menu is governed by the Project permissions of your security level:
  • If your View permission is "None" for all project types, this option is not displayed
  • If you have View permission "All" for at least one project type or this task's project is of a type that you have "View: Mine" permission for, but the task is not assigned to you, this option appears, but is disabled
  • If you have View permission "All" for this task's project type, this option is displayed and enabled
Add
Time Entry Opens the Enter Time page. Refer to Adding and editing time on a task.

The task must meet the "Can enter time on" criteria of your security level's project permission, otherwise this option is disabled.
Start/Stop Time Entry Opens the Enter Time page. Refer to Adding and editing time on a task.

The task must meet the "Can enter time on" criteria of your security level's project permission, otherwise this option is disabled.
Enter Time for Service Call If the task is part of a service call, you can convert the scheduled time of the service call into the time entry for the task. This option is active if you have permission to enter time on the task. If there is no service call associated with the task, this option is disabled.

Refer to Enter Time for Service Call.
Service Call Allows you to add the task to an existing service call, or to create a new service call and add the task. Refer to Creating and managing service calls from a task or ticket.
Task Actions
Edit Task

 

 Opens the Task page. Available only to users with access to the Projects module and permission to view the project. Refer to Adding or editing a task.
  • If your Project View permission is "None" for all project types, this option is not displayed
  • If you have View permission "All" for at least one project type or this task's project is of a type that you have "View: Mine" permission for, but the task is not assigned to you, this option appears, but is disabled
  • If you have View permission "All" for this task's project type, this option is displayed and enabled
Add to My Work List Allows you to add the task to your Work List. Refer to Using work lists
Add to Primary Resource's Work List Allows you to add the task to the primary resource's Work List. If the task has no assigned primary resource, this option is disabled. Refer to Using work lists
Add to Other Resources' Work List Allows you to add the task to the Work List of one or more additional resources. This option opens a resource selector populated with all active resources. You can select one or more resources. Refer to Using work lists