Role-based notification recipients

To-do

Check Box Label	Definition
Assigned To	The resource to whom the entity (To-Do, Note, or Follow-up To-Do) is assigned.
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Account Team	An Account Team is set up on the Edit Organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Ticket Primary Resource	The primary resource on the ticket associated with the to-do.
To-Do Creator	The resource who created the to-do.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Territory Team	Resources associated with the sales territory the organization is a part of.
CC Me	You, the logged in user.

CRM Note

Check Box Label	Definition
Assigned To	The resource to whom the entity (To-Do, Note, or Follow-up To-Do) is assigned.
Follow-up To-Do Assigned To	The resource assigned to the Follow-up To-Do on a note.
Item Creator	The user who entered the item into Autotask.
Me	You, the logged in user.
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Opportunity Creator	The resource who originally created the opportunity in Autotask.
Account Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Territory Team	Resources associated with the sales territory the organization is a part of.
All Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Attachment

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
CC Me	You, the logged in user.
Opportunity attachments additionally:
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Territory Team	Resources associated with the sales territory the organization is a part of.

Device

Check Box Label	Definition
Device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. Installed By	Editable field. Can be a user or a contact.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Device Creator	The user who created the device in Autotask.
Me	You, the logged in user.
Device Contact	The user of the device.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Device Ticket Primary Resources	The primary resource(s) on tickets associated with the device.
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Opportunity

Check Box Label	Definition
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Opportunity Creator	The resource who originally created the opportunity in Autotask.
Territory Team	Resources associated with the sales territory the organization is a part of.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Me	You, the logged in user.
Opportunity Contact	The customer contact associated with the opportunity or the opportunity that triggered the workflow rule. Contact record must include an email address for notification.
Primary Quote Contact	The contact associated with the primary quote of an opportunity.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Sales Order

Check Box Label

Definition

Account Manager

The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Me

You, the logged in user.

Quote

Check Box Label

Definition

Account Manager

The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Quote Contact

The customer contact associated with a quote. Contact record must include an email address for notification.

Quote Email Message

Check Box Label	Definition
BCC Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Check Box Label

Definition

BCC Account Manager

The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Win Opportunity, Lose Opportunity

Check Box Label	Definition
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
CC Me	You, the logged in user.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Territory Team	Resources associated with the sales territory the organization is a part of.

Document

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Me	You, the logged in user.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Document Creator	The resource in your company who created the document or document reference.
All Departments configured for your Autotask instance	An organizational entity in your local organization The database record of your own organization in Autotask. It has the organization ID "0", and is used as the sender address on quotes, invoices, etc. Previous versions of the help referred to this database record as: 0 Account, Zero Company, Your Own Company. that is associated with resources and work types and plays a role in project security.
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Project

Check Box Label	Definition
CC: Me	You, the logged in user.
Team Members	(1) All resources and organization contacts associated with a project. (2) An Autotask security level that provides access to Home, Service Desk, Timesheets, Community, and Help modules.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.

Project Note

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Item Creator	The user who entered the item into Autotask.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
CC Me	You, the logged in user.
Project Team	All resources and organization contacts associated with a project. A user does not have to be assigned a task to be a team member.

Phase Note

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Phase Creator	The user who entered the item into Autotask.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
CC Me	You, the logged in user.

Task and Task Note

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resources	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Predecessor Assigned Resources	Resources assigned to the predecessor task of the current task.
Successor Assigned Resources	Resources assigned to the successor task(s) of the current task.
Me	You, the logged in user.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Parent Organization Your Autotask instance may be configured to use one of the following terms instead: Headquarters, Parent Account, Parent Client, Parent Company, Parent Customer. Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Contacts	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Task Creator	The resource who created the task in the project.
All Internal Task Contributors	All internal resources that have contributed to the task or ticket in at least one of the following ways: - created or edited the task or ticket - are the primary resource or secondary resource - created a time entry, note, attachment, or charge on the task or ticket
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Task Time Entry

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resources	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Predecessor Assigned Resources	Resources assigned to the predecessor task of the current task.
Successor Assigned Resources	Resources assigned to the successor task(s) of the current task.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Time Entry Selected Resource	When a proxy time entry is created, the user on whose behalf the time entry is being created.
Me	You, the logged in user.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Parent Organization Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Contacts	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Task Creator	The resource who created the task in the project.
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Project Attachment, Task Attachment

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Item Creator	The user who entered the item into Autotask.
CC Me	You, the logged in user.

Success and Failure Notifications on the Ticket, Ticket Note, and Ticket Time Entry Tabs

Check Box Label	Definition
Queue Resources	All resources assigned to the ticket's queue.
Queue Owner	The resource assigned as the owner of the ticket's queue. Designating a resource as a queue owner is optional, but if you do, you can create workflow rules that notify the queue owner or dynamically assign the queue owner as the ticket resource.
Queue Other Emails	All email addresses specified in the Other Emails and Other Emails Group 2-4 fields on the Queue Summary tab (New or Edit Queue).

Purchase Order > Email

Check Box Label	Definition
Vendor Account Manager	The resource assigned as the account manager for the vendor associated with the purchase order.
Primary Vendor Contact	The primary contact at the vendor organization who will receive the purchase order. Contact record must include an email address for notification.
CC Me	You, the logged in user.
Purchase Order Creator	The resource who created the purchase order.

NOTE Refer to Enable/Disable Inventory Notifications for additional automatic notification recipients that cannot be configured.

Ticket

= Internal Resources

= External Contacts

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
All Internal Ticket Contributors	All internal resources that have contributed to the ticket in at least one of the following ways:created or edited the ticketare the primary resource or secondary resourcecreated a time entry, note, attachment, or charge on the ticket
Change Approvers	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Me	You, the logged in user.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
All active Workgroups	Workgroups with an active status.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Parent Organization Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Ticket Creator	The resource or organization contact who created the ticket.
Device Contact	The user of the device.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.
Workgroups	Workgroups with an active status.
Notify the Ticket Contact	On the Taskfire Internal Ticket Note: The ticket contact on the Service Provider's view of the ticket. Contact record must include an email address for notification.

Forward/Modify Ticket

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
CC: Me	You, the logged in user.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Item Creator (Ticket)	The user who entered the item into Autotask.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Change Approvers (Change Request Tickets only)	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.

Ticket Time Entry

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
All Internal Ticket Contributors	All internal resources that have contributed to the task or ticket in at least one of the following ways: - created or edited the task or ticket - are the primary resource or secondary resource - created a time entry, note, attachment, or charge on the task or ticket
Change Approvers (Change Request Tickets only)	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Time Entry Selected Resource	When a proxy time entry is created, the user on whose behalf the time entry is being created.
Me	You, the logged in user.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Parent Organization Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Ticket Creator	The resource or organization contact who created the ticket.
Device Contact	The user of the device.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.
Workgroups	Workgroups with an active status.

Ticket Note

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
All Internal Ticket Contributors	All internal resources that have contributed to the task or ticket in at least one of the following ways: - created or edited the task or ticket - are the primary resource or secondary resource - created a time entry, note, attachment, or charge on the task or ticket
Change Approvers (Change Request Tickets only)	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Me	You, the logged in user.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Parent Organization Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Ticket Creator	The resource or organization contact who created the ticket.
Device Contact	The user of the device.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.
Workgroups	Workgroups are teams that can be assembled as needed and independently of departmental structure. Any resource can be a member of one or many workgroups. Workgroups can be selected for notification on certain entities.

Attachment

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Change Approvers (Change Request Tickets only)	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Item Creator	The user who entered the item into Autotask.
CC Me	You, the logged in user.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Device Contact	The user of the device.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.

To-Do

To-dos can be associated with a ticket to allow technicians to assign activities to salespeople. The role-based notification recipients are documented here: To-do.

Recurring Ticket Template

Check Box Label	Definition
CC: Me	You, the logged in user.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Notify (Resource Name [Role])	(1) Task Note: The primary resource assigned to the task. (2) Service Call: The primary resource on the first ticket in the service call's list of "Items Associated with this Service Call", sorted by Item ID. If the first item in list does not have a Primary Resource, this option does not display.(3) The resource selected on the Defaults tab of the Recurring Ticket Template.

Service Call, Statement of Work

NOTE This entity has the Edit Default Settings link, and you can configure personal default notification settings. Refer to Configuring default notification settings.

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
CC Me	You, the logged in user.
Contact(s) on Associated Tickets	All contacts on all tickets in the list of Items Associated with this Service Call. Contact record must include an email address for notification.
Secondary Resource(s) on Associated Tasks/Tickets	All resources assigned as secondary resources on all tasks and tickets in the list of Items Associated with this Service Call.
Additional Device Contact on Associated Ticket(s)	Additional customer contacts on tickets associated with the service call.
Service Call Creator	The resource that created the service call.
Service Call Scheduled Resource(s)	The resource(s) scheduled for a specific service call.
Primary Resource(s) on Associated Tasks/Tickets	All resources assigned as a primary resource on all tasks and tickets associated with the service call.
Change Approvers on Associated Tickets	For all change request tickets associated with the service call, where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Additional Devices on Associated Ticket(s)	The contacts that are associated with the ticket's Additional Devices.
Additional Contact(s) on Associated Tickets	Additional customer contacts on tickets associated with the service call.

Change Advisory Board

Check Box Label	Definition
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Primary Contact	The primary contact of the ticket the change advisory board is reviewing.
Parent Organization Primary Contact	The primary contact at the parent organization of the organization associated with the ticket or change request. Contact record must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Survey result emails recipients

Check Box Label

Definition

Account Manager

The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

Primary Resource

The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.

CRM Workflow Rules

Device Workflow Rules

Check Box Label	Definition
Contact	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Primary Contact (Parent Organization)	The primary contact at the parent organization for the entity selected.
Device Contact	The user of the device.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Contract Notification Contact	The Contract Notification Contact in the contract associated with the entity triggering the workflow rule. Contact record must include an email address for notification.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.

Opportunity Workflow Rules

Check Box Label	Definition
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Contact(s)	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Opportunity Contact	The customer contact associated with the opportunity or the opportunity that triggered the workflow rule. Contact record must include an email address for notification.
Opportunity Creator	The resource who originally created the opportunity in Autotask.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.

Quote Workflow Rules

Check Box Label	Definition
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Quote Contact	The customer contact associated with a quote. Contact record must include an email address for notification.
Opportunity Contact	The customer contact associated with the opportunity or the opportunity that triggered the workflow rule. Contact record must include an email address for notification.

Sales Order Workflow Rules

Check Box Label	Definition
Sales Order Owner	The resource who is the owner of the sales order that triggers the workflow rule.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Contact(s)	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Sales Order Contact	The contact listed on a sales order.

Contract Workflow Rules

Check Box Label	Definition
Contact(s)	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Primary Contact (Parent Organization)	The primary contact at the parent organization for the entity selected.
Contract Notification Contact	The Contract Notification Contact in the contract associated with the entity triggering the workflow rule. Contact record must include an email address for notification.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Contract Contact	The organization contact selected on the contract.

Project Task Workflow Rules

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Assigned Resources	A resource assigned to work on a task or ticket. In workflow rules, primary and secondary resources assigned to the task or ticket that triggers the workflow rule.
Contract Notification Contact	The Contract Notification Contact in the contract associated with the entity triggering the workflow rule. Contact record must include an email address for notification.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Organization Contacts	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Department Leads	The resource(s) assigned as Lead(s) for the department associated with the project or the project that contains the task.
Department Resources	All resources assigned to the department associated with the project that triggers the workflow rule or associated with the project that contains the task that triggers the workflow rule.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Primary Resource's Timesheet Approvers	All resources that are assigned as timesheet approvers for the primary resource on the entity (project task or ticket) that triggers the workflow rule.
Project Contact Team	All organization contacts associated with a project. A user does not have to be assigned a task to be a team member.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Project Team	All resources and organization contacts associated with a project. A user does not have to be assigned a task to be a team member.
Service Call Scheduled Resource(s)	The resource(s) scheduled for a specific service call.
Successor Task Resources	Resources assigned to the successor task(s) of the current task.
Task Contacts	The customer contacts associated with the task. Contact records must include an email address for notification.
Work List Owner	The resource associated with an Autotask Worklist that is modified by another resource or workflow rule, specifically, by the addition or removal of a ticket or task.

Project Workflow Rules

Check Box Label	Definition
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Project Team	All resources and organization contacts associated with a project. A user does not have to be assigned a task to be a team member.
Department Leads	The resource(s) assigned as Lead(s) for the department associated with the project or the project that contains the task.
Department Resources	All resources assigned to the department associated with the project that triggers the workflow rule or associated with the project that contains the task that triggers the workflow rule.
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Organization Contacts	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Contract Notification Contact	The Contract Notification Contact in the contract associated with the entity triggering the workflow rule. Contact record must include an email address for notification.
Project Team Contacts	All organization contacts associated with a project. A user does not have to be assigned a task to be a team member.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.

Ticket Workflow Rules

Check Box Label	Definition
Assigned Resources	A resource assigned to work on a task or ticket. In workflow rules, primary and secondary resources assigned to the task or ticket that triggers the workflow rule.
Contact(s)	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Primary Contact (Parent Organization)	The primary contact at the parent organization for the entity selected.
Primary Contact (Subcontractor)	The primary contact at the organization to which you have outsourced work.
Billing Organization Notification Contact	The Contract Notification Contact in the contract associated with the entity triggering the workflow rule. Contact record must include an email address for notification.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Ticket Creator	The resource or organization contact who created the ticket.
Initiating Resource	The resource that initiated the workflow event that triggered the workflow rule.
Internal Ticket Contributors	All internal resources that have contributed to the ticket in at least one of the following ways: created or edited the ticket are the primary resource or secondary resource created a time entry, note, attachment, or charge on the ticket
Outsourced By	The resource who outsourced the ticket.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.
Contract Contact	The organization contact selected on the contract.
Queue Owner	The resource assigned as the owner of the ticket's queue. Designating a resource as a queue owner is optional, but if you do, you can create workflow rules that notify the queue owner or dynamically assign the queue owner as the ticket resource.
Queue Resources	All resources assigned to the ticket's queue.
Queue Other Emails	All email addresses specified in the Other Emails and Other Emails Group 2-4 fields on the Queue Summary tab (New or Edit Queue).
Device Contact	The user of the device.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Co-managing Team	The resources on the co-managing team for the organization that is associated with the entity.
Primary Co-managing User	This will add the resource designated as Primary Co-managing Resource for the task or ticket’s organization as a notification recipient.
Primary Resource's Timesheet Approvers	All resources that are assigned as timesheet approvers for the primary resource on the entity (project task or ticket) that triggers the workflow rule.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Change Approvers	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Work List Owner	The resource associated with an Autotask Worklist that is modified by another resource or workflow rule, specifically, by the addition or removal of a ticket or task.
Service Call Scheduled Resource(s)	The resource(s) scheduled for a specific service call.

Regular Time Entries

Check Box Label	Definition
CC Me	You, the logged in user.
Time Entry Selected resource	When a proxy time entry is created, the user on whose behalf the time entry is being created.

Opportunity Form Template

Check Box Label	Definition
Opportunity Owner	The resource who is responsible for closing the opportunity or the opportunity associated with the entity that triggers the workflow rule or notification. Defaults to the Account Manager.
Opportunity Contact	The customer contact associated with the opportunity or the opportunity that triggered the workflow rule. Contact record must include an email address for notification.
Primary Quote Contact	The contact associated with the primary quote of an opportunity.
Territory Team	Resources associated with the sales territory the organization is a part of.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
CC: Sender	Used on form templates. This check box will populate the Me or CC:Me option on the entity the template is used.It does not refer to the creator of the template.

Project Note Form Template

Check Box Label	Definition
Item Creator	The user who entered the item into Autotask.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
CC Me	You, the logged in user.

Quick Call Form Template

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Contacts	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.

Quote Form Template

Check Box Label	Definition
CC: Me	You, the logged in user.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Quote Contact	The customer contact associated with a quote. Contact record must include an email address for notification.

Recurring Ticket Form Template

Check Box Label

Definition

Account Manager

The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.

CC: Me

You, the logged in user.

Service Call Form Template

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Service Call Creator	The resource that created the service call.
CC Me	You, the logged in user.
Service Call Scheduled Resource(s)	The resource(s) scheduled for a specific service call.
Ticket Contact(s) on Associated Tickets	All contacts on all tickets in the list of Items Associated with this Service Call. Contact record must include an email address for notification.
Primary Resource(s) on Associated Tasks/Tickets	All resources assigned as a primary resource on all tasks and tickets associated with the service call.
Secondary Resource(s) on Associated Tasks/Tickets	All resources assigned as secondary resources on all tasks and tickets in the list of Items Associated with this Service Call.
Change Approvers on Associated Tickets	For all change request tickets associated with the service call, where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.

Task Form Template

Check Box Label	Definition
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Task Creator	The resource who created the task in the project.
Contact(s)	A person associated with an organization. (1) Service Desk workflow rules: All contacts associated with the organization that are not blocked from receiving email notifications. NOTE: To select only the contacts associated with the ticket, use Additional Contacts and Ticket Contact. (2) CRM and Projects workflow rules: All contacts for the organization associated with the entity that triggers the workflow rule and, for project tasks, all contacts for the organization associated with project that contains the task that triggers the workflow rule. Contact records must include an email address for notification.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Predecessor Assigned Resource(s)	Resources assigned to the predecessor task of the current task.
Successor Assigned Resource(s)	Resources assigned to the successor task(s) of the current task.
CC Sender	Used on form templates. This check box will populate the Me or CC:Me option on the entity the template is used.It does not refer to the creator of the template.

Task Note Form Template

Check Box Label	Definition
CC Me	You, the logged in user.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Item Creator	The user who entered the item into Autotask.
Assigned Resource	A resource assigned to work on a task or ticket. In workflow rules, primary and secondary resources assigned to the task or ticket that triggers the workflow rule.

Task Time Entry Form Templates

Check Box Label	Definition
CC Me	You, the logged in user.
Owners of Linked Task(s)	Any resources assigned to predecessor and successor tasks of the task on which time is entered.
Assigned Resources	A resource assigned to work on a task or ticket. In workflow rules, primary and secondary resources assigned to the task or ticket that triggers the workflow rule.
Project Lead	The resource assigned as the project lead for the project, the task that the project belongs to, or the project or task that triggers the workflow rule.

Ticket Form Template

Check Box Label	Definition
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Item Creator (Ticket)	The user who entered the item into Autotask.
Change Approvers	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
CC Sender	Used on form templates. This check box will populate the Me or CC:Me option on the entity the template is used.It does not refer to the creator of the template.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Device Contact	The user of the device.
Additional Device Contacts	The contacts that are associated with the ticket's Additional Devices.

Ticket Note Form Template

Check Box Label	Definition
CC Sender	Used on form templates. This check box will populate the Me or CC:Me option on the entity the template is used.It does not refer to the creator of the template.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Item Creator	The user who entered the item into Autotask.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contacts	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Change Approver(s)	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.
Primary Organization Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.

Ticket Time Entry Form Templates

Check Box Label	Definition
CC Sender	Used on form templates. This check box will populate the Me or CC:Me option on the entity the template is used.It does not refer to the creator of the template.
Account Manager	The resource who takes overall responsibility for the sales relationship with a customer account or the organization associated with the entity. The Account Manager owns the organization, and has access to all organization information. In CRM security, the Mine setting gives Account Managers access to the organizations they are the Account Manager for, but not any other organizations. This structure also extends to Account Team: being on the Account Team gives users the same permissions as being the Account Manager.
Account Team	An Account Team is set up on the Edit Organization page. Team members, including technical resources, have the same security permissions as the Account Manager; that is, they can access the organization’s data if their security level setting for CRM - Organization & Contact Access is set to Mine.
Primary Resource	The resource who is primarily responsible for completing a task or ticket, task or ticket associated with the current entity, or task or ticket that triggers the workflow rule.
Secondary Resource(s)	Any additional resources who have been assigned to assist the primary resource on a task or ticket.
Item Creator (Ticket)	The user who entered the item into Autotask.
Ticket Contact	The customer contact associated with the ticket. In manually created tickets, the person who reported the issue. Contact record must include an email address for notification.
Additional Contact(s)	Additional contacts can be manually selected in the field on the ticket or added to the ticket through incoming email processing (via optional configuration). You can add up to 30 additional contacts to a ticket.
Organization Primary Contact	The primary contact at the organization associated with the document, task, or ticket. Contact record must include an email address for notification.
Change Approvers	For Change Request Tickets (Change Management), where the Change Request Approval Status is Not Null, and does not equal Not Assigned: all members of the Ticket's Change Management Advisory Board, and all additional Resource Approvers and Contact Approvers specified on the ticket.

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Role-based notification recipients

CRM entities

Project entities

Incoming email processing

Inventory

Service Desk entities

Workflow rule notification recipients

Other

Form Templates

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