This document discusses how to keep an Autotask admin module up-to-date when certain events occur, such as a new year beginning, an employee leaving or being hired, new products/services being offered, offices moving or being opened, or a new Autotask version being released. It provides guidance on updating items like holidays, prices, favorites/templates, and user access in these situations to continue optimizing the use of Autotask.

1. Keeping Your Admin Module Up-to-date
Angela Richer
Manager, Documentation and
Localization

2. Angela Richer
Manager, Documentation and Localization
Autotask Headquarters in Albany, NY
 Worked in the Software Industry for 24 years
 With Autotask for over 9 years
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Training
Implementation
Documentation
Localization

3. Session Goal
 The goal of this session is to show you how to update your
Autotask settings as your business changes or certain
events occur, so you continue to get the most out of
Autotask - even after your initial implementation is long
past

4. Agenda
 In this session, we will show you how to keep your
Autotask site optimally configured when the following
events occur:
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A new year begins
Someone leaves the company
You hire or promote someone
You offer new products and services
You move or open additional offices
Autotask releases the new version

5. When a New Year Begins

6. When a New Year Begins
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Update Holiday Set(s)
Review Time Off Policies
Review prices for Products and Services
Review Favorites and Templates
Review Payment Terms

7. When Someone Leaves the Company
…or is fired

8. When Someone leaves the Company
 Change the user’s email address to your own
 On the Autotask login page, enter the username of the
departing staff member and click I forgot my Password.
Then change the user’s password.
 Login with the new password
 Submit the user’s timesheets
 Log out and log back in as Administrator
 Reassign the user’s incomplete work to other staff
members (Forward/Modify Ticket, Reassign Tasks)
 THEN, you can inactivate the user

9. When You Hire or Promote Someone

10. When You Hire or Promote Someone
 Review your Security Levels
 Will you need a new security level?
 Enter or update the Internal Burdened Rate for the user
 Review your Departments and Queues and associate the
user with the right ones, in the right Roles
 Check Workflow Rules to make sure the new team
member is integrated into your workflow
 When hiring a salesperson, assign them to a Territory,
and possibly transfer accounts to them

11. New Product Offering

12. New Product Offerings
 Create the necessary Material Codes and Configuration
Item Types
 Use the new Import Tool to import a Product list
 Use Contact Group bulk emailing to promote the new
product

13. New Service Offerings
 Create the necessary Work Types, Recurring Contract
Service Codes, and Contract first
 Update your Services and Service Bundles lists
 Enter a customized Service description which will appear on
the Invoice
 Use Contact Group bulk emailing to promote the new
service

14. When You Move or Open Additional Offices

15. When You Move or Open Additional Offices
 Update the address of your Internal Account in Autotask
(the 0 Account)
 The Internal Account Address is displayed on your invoices
 If you are opening additional offices, determine whether
you will need to set up a new Location
 Necessary if the new location is in a different country or time
zone, or needs a different Holiday Set

16. When Autotask Releases the New Version

17. When Autotask Releases the New Version
 Read the Release Notes – check whether something you
have been asking for or waiting for has been released
 Sign up for New Feature Webinars, watch training videos
and consult Online Help to learn how to integrate the new
features into your workflow

18. When Autotask Releases the New Version
 Review the Countries your customer accounts are
associated with
 Autotask converted Country into an ISO compliant dropdown
 Review all accounts where the country is Other, and update
 Make sure all Countries you are doing business in are
activated on the Country list, so they appear on the
dropdown
 Configure Address Formats and associate them with the
Countries

19. When Autotask Releases the New Version
 Set up your customized Tax Grid
 Create the Tax Categories your business will require, and
associate them with your billing codes
 Create a Tax Region for each country you do business in
 Select a Default Tax Region
 Create or edit customized Invoice Templates
 Set up Additional Invoice Fields
 Assign invoice templates to customer accounts

20. When Autotask Releases the New Version
 Review Name Prefixes and Suffixes
 Configure your Mailbox(es) to set up Incoming Email
Processing
 Edit Notification Templates for use by your company
 Review the new Import and Update Tools for
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Accounts and Contacts
Configuration Items
Inventory Items
Products
Project Phases and Tasks

21. When Autotask Releases the New Version
 Review your Workflow Rules
 Consolidate Service Desk Workflow Polices using the In List / Not
in List operators
 Review substantially enhanced Projects and Task workflow
rules
 Service Desk
 Review ITIL Incident and Problem Management
 Inventory
 Review Procurement Workflow
 Projects
 Check out the completely overhauled Project schedule with Drag
and Drop and many other new features

22. Angela Richer
Manager, Documentation and Localization