Configuring dispatch calendar access and scheduling permissions

SECURITY  Security level with Admin permission to configure Application-wide (Shared) Features. Refer to Admin security settings.

NAVIGATION   > Admin > Features & Settings > Application-wide (Shared) Features > System Settings > Service Desk

To open the page, use the path(s) in the Security and navigation section above.

NOTE  For system settings to take effect, users must log out and back in.

Access

Access to Dispatch Calendar depends on the following:

  • Your security level is Service Desk User (or based on it), or higher. Users with Team Member security levels, even though they have access to Service Desk, will not have access to the Dispatch Calendar.
  • Dispatch Calendar is enabled in your Autotask instance. If your security level is Service Desk User or higher, but you do not see Dispatch Calendar on the Service Desk sub-menu, contact Kaseya Helpdesk.

Permissions

All users with access to Dispatch Calendar will be able to view everything on any other user's calendar, and they will be able to schedule service calls containing tickets for all other users.

Two System Settings govern whether users can create, edit and delete various calendar items for other users on the Dispatch Calendar:

By default, appointments a user enters into his or her Autotask calendar are displayed on the Dispatch Calendar, but cannot be edited there.  If you enable this system setting, users that can view all tickets can create, edit, and delete appointments for other resources in Dispatch Calendar.

By default, only stand-alone and recurring tickets are available to be scheduled in Dispatch Calendar. If you enable this system setting, tasks will be added to the item filters and will be available for scheduling in a service call.

Task scheduling lets you:

  • Right-click any task in My Tasks and Tickets table and select Add to Service Call. On the Add Service Call page, you can schedule a new Service Call for the item or add the item to an already scheduled Service Call.
  • Select Service Call Scheduledfrom the Column Chooser on project schedules (except View > Phases). This column displays a check mark when the task is scheduled.

Permission to add, edit, or delete CRM items, for example, to-dos, is governed by the CRM object permissions of the user's security level. Refer to Creating or editing a custom security level.

NOTE  CRM to-dos and notes appear on the Calendar and the Dispatch Calendar if the Action Type View Setting is Calendar or Both. Refer to Action types.