Common ticket workflows

Ticketing workflows used with Autotask are as varied as our customers.

Basic ticket workflow

Your company:

• Has tickets that are not associated with devices Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product.
• May or may not follow a Managed Services business model
• Does not use Remote Monitoring software for all tickets, or at all
• Tickets are created manually, by your clients in the Client Portal, or from an incoming email.

If this describes your company, refer to Basic ticket workflow.

NOTE  A certain percentage of tickets created by all customers will follow this workflow.

Alert workflow

Your company:

• Follows a Managed Services business model
• Uses an RMM application or other integrated software that generates tickets from an alert
• Associates most tickets with a device (device)

You will be using the Alert Workflow for many of your tickets. Refer to Alert workflow.

Problem/incident workflow

Your company:

• Follows the Information Technology Infrastructure Library (ITIL) guidelines for problem management
• Uses either the Basic Ticket or the Alert Workflow

Refer to Problem management workflow.

Change management workflow

Your company:

• Uses any combination of workflows, and also...
• Uses Change Management to control and enable beneficial changes with minimum disruption to service delivery

Refer to Change management workflow.