Autotask onboarding

Growth database (FastTrack onboarding)

Your organization's Autotask instance needs to be a Growth database with a FastTrack implementation. Your implementation manager can help you verify that your Autotask instance uses the correct configuration.

Original system administrator account details

The onboarding experience can only be run from the original system administrator account provisioned for you by your implementation manager. If this account has changed or no longer exists, contact your implementation manager for assistance.

Default dashboards and widgets

Until you finish onboarding, the system administrator account from which you run the experience must retain its original dashboard tab configuration and all pre-configured dashboard widgets.

Local terms and symbols

To deliver a uniform experience, our interactive help uses the values listed in the Default column on Autotask's Local Terms & Symbols page. If you choose to run the onboarding experience with customized terms, you may experience unexpected walk-through behavior.

For more information, refer to Selecting a currency and local terms and symbols.

Sample data

Your Autotask instance is provisioned with sample data that the onboarding experience uses to illustrate key concepts. The sample tickets, customers, and organizations that came with your Growth database are examples of this data. You'll need to leave it intact until you reach the end of the learning content. Once you've finished, you can use Autotask's built-in utility to remove the data automatically. Refer to Deleting Sample Data for more information.

Your web browser might be blocking or incompatible with the onboarding experience. Let's check a few things.

Supported web browsers

First, make sure you're using a browser that's compatible with interactive help.

The interactive help content is supported on the latest releases of the following browsers except where otherwise noted.

• Mozilla Firefox versions 57 and above
• Google Chrome versions 51 and above
• Apple Safari versions 9 and above are supported for the following OS X releases: Mavericks 10.09, Yosemite 10.10, El Capitan 10.11
• Apple Safari versions 10 and above are supported for the following OS X releases: Sierra 10.12, High Sierra 10.13, Mojave 10.14
• Microsoft Edge (v40.15063 or newer, starting from Windows 10.1703)
• Android Internet
• Safari mobile
• Chrome mobile

Make sure your browser isn't blocking important content

Some browser configurations can cause interactive help to stop working. Review the settings for your platform and make any necessary changes.

• Allow all pop-ups and all cookies on all Datto domains.
• Make sure that "Do Not Track" requests are not being sent with your browsing traffic.
• Confirm that cross-site tracking is not being prevented by your browser.
• Verify that you are not accessing Autotask in any kind of anonymous mode such as Incognito, InPrivate, or similar. Doing so will cause undesirable application behavior and inconsistent performance.

Restart the browser

To ensure that configuration changes take effect, close your browser and re-launch it. Then, open Autotask again and attempt to access the onboarding experience.

If you didn't see the splash screen in the above screenshot when you first logged in to your Autotask instance, perform the following steps:

1. Verify that you're using the original system administrator account provisioned for you by your implementation manager.

2. Click the Show me how... menu in the bottom left corner of your screen.

3. The Show me how... menu will open. Click the Tasks tab to open the Autotask Onboarding experience. Then, click Autotask Onboarding.

4. The onboarding content will launch. Refer to the Onboarding experience section of Getting up and running with Autotask for more information.

If you did not complete the onboarding experience, and none of the onboarding courses appear in the Show me how... menu, verify that your user and database meet the conditions described in the Permissions and Database settings sections of this article.

If the issue persists, contact your implementation manager for assistance.

You can resume onboarding by opening the Show me how... menu, selecting the Show me tab, clicking the Getting Started category, and choosing any course that begins with a number, as shown in the below screenshot.

Once the content launches, the onboarding experience will restore the Site Setup button to your Autotask landing page, add the Tasks list to the Show me how... menu, and resume where you left off.

The onboarding experience is designed as a first-time deployment guide. It cannot be completed more than once. The videos from the course are available on the Show me how ... menu and can be watched again after you complete onboarding.

If your user or environment no longer meet the conditions described in the Permissions and Database settings sections of this article, and the change is something that you were able to undo, follow the steps in the If I cancel onboarding, how can I resume it? section of this article.

The onboarding experience will re-check your Autotask instance for the missing dependencies. If it does not find any issues, it will allow you to restart at the last module you completed.

If you cannot undo the change (such as restoring deleted sample data), contact your implementation manager for assistance.

No, but if you'd like to skip a module, you'll need to select its Skip option.

Clicking Skip will bypass the walk-through content for that module without canceling the overall onboarding experience. If video content is available for any part of a module you'd like to skip, you'll still be offered the opportunity to view it.

This message means that the onboarding experience cannot find critical UI elements described in the Default dashboards and widgets section of this article. Verify that your user and database meet the conditions described in the Permissions and Database settings sections of this article.

If the issue persists, contact your implementation manager for assistance.

If you encounter this error, it means that the onboarding experience's tickets, contacts, and organizations described in the Sample data section of this article have been deleted or are missing. Contact your implementation manager for assistance.

Do not cancel onboarding. Our team can assist with correcting your onboarding progress.

Please contact your implementation manager with a description of the problem, a screenshot of the Tasks tab of the Show me how... menu, and the information described in the I have feedback about onboarding or need further help. How can I get in touch with your team? section of this article. Our team will investigate promptly.

We hope this issue never happens to you, but if it does, it indicates that something went wrong with the onboarding experience. Don't worry, we can help. Please contact your implementation manager as soon as possible with a description of the problem, the module you were viewing, and the step where the problem occurred.

Be sure to also include the information described in the I have feedback about onboarding or need further help. How can I get in touch with your team? section of this article so that we can fast-track a resolution for you.

If you have feedback about any of our interactive experiences or need help with any scenario not documented in this article, don't hesitate to contact your implementation manager or use the Kaseya Helpdesk for assistance.

When reaching out to our team about this content, please be sure to click the Contact Support section of the Show me how... menu and copy the information it provides into your ticket or message.