Common ticket workflows
Ticketing workflows used with Autotask are as varied as our customers.
Basic ticket workflow
Your company:
- Has tickets that are not associated with devices
- May or may not follow a Managed Services business model
- Does not use Remote Monitoring software for all tickets, or at all
- Tickets are created manually, by your clients in the Client Portal, or from an incoming email.
If this describes your company, refer to Basic ticket workflow.
NOTE A certain percentage of tickets created by all customers will follow this workflow.
Alert workflow
Your company:
- Follows a Managed Services business model
- Uses an RMM application or other integrated software that generates tickets from an alert
- Associates most tickets with a device (device)
You will be using the Alert Workflow for many of your tickets. Refer to Alert workflow.
Problem/incident workflow
Your company:
- Follows the Information Technology Infrastructure Library (ITIL) guidelines for problem management
- Uses either the Basic Ticket or the Alert Workflow
Refer to Problem management workflow.
Change management workflow
Your company:
- Uses any combination of workflows, and also...
- Uses Change Management to control and enable beneficial changes with minimum disruption to service delivery
Refer to Change management workflow.