Adding a Quick Call

A contact is a person at an organization who is associated with the entity you are creating or editing.

This field appears on many entities that display the Organization field. You must select an organization before you can select a contact. All active contacts associated with the organization plus the current contact, even if it is inactive, are available. If the organization is a sub-organization of another organization, you can select a contact from the list of parent organization contacts that appears below a dashed line.

On some entities, such as ticket and opportunity, you can click the plus icon to create a new contact. Refer to Adding and editing contacts.

In Add or Edit mode, start typing the name of a person or click the selector icon to choose a person from an alphabetic list.

If the location field is blank, and a Contact that has an associated location is selected, the Contact's location will populate the field.

This field tells the user what the ticket is about. It is most often used for ticket searches when the ticket number is not known.

The Description field appears on many Autotask entities. On entities like ticket, task, note, and to-do, the Description field is a core part of the data record. Wherever it is available, it tracks essential information about the record. This field is often prefaced with the entity name. For example, Quote Description.

Enter a detailed description of the entity instance, the issue with which the customer needs help, or the service that they requested.

Priority is defined as the impact and urgency of the ticket compared to other tickets. It may be populated by defaults set for the ticket category or the form template used to create the ticket, or by the mapping of impact and urgency to a specific priority. Priority is always required.

Select a Priority. Be aware that if your customers are using Client Portal, this field will be visible when they review their tickets.

The field allows you to categorize tickets for routing, workflow processing, searching, and reporting. Each issue type can have multiple sub-issue types.

NOTE  Issue Types are not to be confused with Issues, which are a type of task.

BEST PRACTICE: Due to their important role in ticket automation, we recommend that Issue Type and Sub-Issue Type are set to Required for all ticket categories.

The Sub-Issue Type field allows you to further categorize tickets for routing, workflow processing, searching, and reporting purposes. Each issue type can have multiple sub-Issue types. This field is available once you select an Issue Type.

BEST PRACTICE: Due to their important role in ticket automation, we recommend that Issue Type and Sub-Issue Type are set to Required for all ticket categories.

All entities:

• Selecting a contract is optional. If no contract is selected, standard time and materials billing will apply.
• The Contract field is not active until an organization is selected.
• The field is unavailable if you do not have security permissions to modify the contract.
• If you selected a recurring service contract, you must also select a service or a service bundle.

Devices:

• If the item you are installing is a printer associated with the Xerox PageConnect/XPPS program, the Contract must be a recurring service contract and is required.

Tickets:

• The Contract field may already be populated if the customer (or, if it is a sub-organization, the parent organization) has set up a default Service Desk contract.
• If you select a device that is associated with a contract, the device's contract will prevail, unless you manually select another contract.

Projects:

• If you select a contract that has a start date after the project start date or an end date before the project end date, a warning message opens. To select the contract anyway, click OK. Make sure you edit the contract and extend the contract timeline, if appropriate.
• To create a contract to associate with the project, click the plus sign . You can select the contract type. The Organization Name defaults to the organization associated with the project. You can change the organization to an organization that is a parent organization to the project organization. Refer to Sub-Organizations.

Work types are billing codes for customer-facing labor. They are generally assigned at the ticket or task level and inherited by task and ticket time entries, but resources with the required security level permissions can modify them on individual time entries.

• Work types can make time entries billable or non-billable and determine if non-billable time entries are displayed on invoices.
• Work types can modify the billing rate and the number of hours to be billed on a time entry.
• Work types let you define a minimum and/or maximum number of hours to bill per time entry.
• Work types associate time entries with tax categories that determine the tax rate on quotes and invoices.

Work types can be associated with a department, which is relevant for tasks. If the task category associated with this task has enabled the setting Only allow users to assign work types that match the task's department, select a department before completing this field. The work type selector then lists only work types associated with the task's department. Refer to Work type limiting.

On tickets, the ticket category will determine what work types are available if Work Type is a required field and there is a default setting.

This field appears on entities that are part of the billing workflow, and is applied to labor and charges.

• If you assign a purchase order (PO) number to a quote (on the Terms tab), and then close the associated opportunity using the Won Opportunity Wizard, any charges created using the Won Opportunity Wizard will inherit the PO number.
• If you assign a PO number to a contract, the associated billing items inherit the contract's PO number.
• If you assign a PO number to projects, tickets, or tasks, that PO number will override the associated contract's purchase order number.
• The PO number appears on invoices. A separate invoice is created for each PO number. If an organization has multiple billing items that are assigned to different PO numbers, Autotask will generate multiple invoices for that organization.

Refer to Working with purchase order (PO) numbers.

Queues are used to group together tickets with something in common and resources who can work on those tickets.

Tickets:

Select the queue to place the ticket in. You must select a resource or a queue, or both.

Resources:

Add the queues the resource will be associated with.

Using the filter
Click the Filter icon to open the Primary Resource Filter page:

Select the filter you would like to apply to the Primary Resource drop-down list. You can show resources for a department, workgroup, or role. When you select an option, the page closes, you are returned to the ticket, and the Primary Resource drop-down list contains only resources for the specified department, workgroup, or role.

Using the Find Resource wizard
Click the Search icon to locate a resource with a specific skill set using the Find Resource Wizard. The wizard allows you to enter information on the work and will present you with a list of resources that match your requirements. For more information, refer to The Find Resource wizard.

You can use the to move a selected primary resource to the Secondary Resource field.

Workflow rules and reports will find and process data by primary resource only.

Enter the start time.

Enter an end time.