Reports about outsourced tickets

SECURITY  Refer to Required Permission for each report

NAVIGATION  Refer to Path for each report. Note that LiveReports may be published to any report category or multiple report categories, or may not be published at all in your Autotask instance. To publish a LiveReport, refer to Publishing LiveReports.

Standard reports

Outsourced Work Summary

Required Permission Security level with access to Reports > Service Desk category, and Outsource permission Allow All (Admin) or Allow Partner Management. Ticket View permissions apply.
Path > Reports > Report Categories > Service Desk >  Outsourcing section
Description A report in .pdf format that lists all outsourced tickets that meet the filter criteria.
The Outsourced Work and Received Work report criteria include a Detail report format option. When you select this option, the report results include extensive detail information about each outsourced or received ticket that meets the specified criteria.

Received Work Summary

Required Permission Security level with access to Reports > Service Desk category, and Outsource permission Allow All (Admin) or Allow Partner Management. Ticket View permissions apply.
Path > Reports > Report Categories > Service Desk >  Outsourcing section
Description A report in .pdf format that lists all received (insourced) tickets that meet the filter criteria.
The Outsourced Work and Received Work report criteria include a Detail report format option. When you select this option, the report results include extensive detail information about each outsourced or received ticket that meets the specified criteria.
Column Description
Service Partner/Network (Outsourced Work report) The service partner or outsource network that received the ticket
Lead Partner (Received Work report ) The partner that outsourced the ticket
Site The end user site that requested the work
Number (Outsourced Work report) The ticket number in your Autotask instance
Number/Original Number (Received Work report) The ticket number in your Autotask instance and the number of the lead partner's original ticket
Priority - ( Received Work report) The ticket priority
Title The ticket title
Resource The name of the resource assigned to the ticket
Assigned (Outsourced Work report) The date and time at which the ticket was assigned
Accepted (Received Work report) The date and time at which the ticket was accepted
Complete By The date and time by which the ticket should be completed
Status The current outsource status of the ticket
Column Description
Assigned (Outsourced Work)
Accept Time (Received Work)		 For Outsourced Work, the date and time that the ticket was assigned. For Received Work, the date and time that the ticket was accepted.
Service Partner/Network (Outsourced Work) The name of the service partner or outsource network that received the ticket.
Lead Partner (Outsourced Work) For Received Work reports, the name of the lead partner that outsourced the ticket.
Number (Outsourced Work) The ticket number assigned by your Autotask service desk.
Number/Original Number (Received Work)
 The ticket number assigned by your Autotask service desk and the original ticket number found in the lead partner's Autotask instance.
Title The ticket title.
Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. The end user site where the work is required.
Contact The name of the contact at the site where the work is required and, when available, the contact's email address.
Resource The resource assigned to the ticket.
Complete By The date by which the work should be completed.
Status The outsource status of the ticket.
Priority (Received Work only) The ticket priority.

The following data appears for each list item below the item listing:

Label Description
Description: The full text of the ticket description.
Instruction: The full text of any instructions or information entered into the ticket Instruction field.

Transaction Report

Required Permission Security level with access to Reports > Service Desk category, and Outsource permission (set on the Resource page) of Allow All (Admin). Ticket View permissions apply.
Path > Reports > Report Categories > Service Desk >  Outsourcing section
Description A report in .pdf format that lists all outsourcing transactions that meet the filter criteria.
Column Description
Date Accepted The transaction date and time, that is, the date on which the ticket was assigned.
Partner The name of the partner to whom the ticket was assigned.
Number The ticket number.
Organization The Organization that the ticket is associated with.
Title The ticket title.
Status The current outsource status of the ticket. This may differ from the ticket status which is not displayed.
Fee Applies Yes indicates that a transaction fee applies.
Total Transaction Count The total number of transactions that appear in the report.
Total Transaction Fee Count The total number of transactions in the report for which the transaction fee applies.
 
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