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AutoTask PSA (Ticket Status (Customer Note Added, New, On Hold, In…
AutoTask PSA
Ticket Status
Customer Note Added
New
On Hold
In Progress
Onboarding
On-Site
Resolved
Self-Healed
Someday Maybe
Waiting Customer
Waiting Ventor
Deployable
Analysis
Being Configured
Shipped
In-Stock
Ticket Issues
Administration
Hardware Decommision
Hosted Service Administration
How-To Question
New User Setup
Planning
Reporting
Research
User Account Management
User Termination
Computer
Hardware
Operating System
Performance
Printing
Remote Control
Scanning
Software
Virus /Spyware / Malware
Maintenance
Anti-Virus
Backup
Components
Software
Network
Cabling
Connectivity
Firewall/Router
Internet
Security
VPN
New Hardware (Should Be Status)
Analysis
Being Configured
Deployable
In-Stock
Shipped
New Install
Firewall
Hardware
Hosted Service
Mobile Device
Printer
Server
Software
Workstation
Office Management
Resale
Phone
Call Quality
Moves / Changes
Service Disruption
Server
Hardware
Operating System
Performance
Software
Virus / Spyware / Malware
Ticket Type
Incident (Something that is broken and affecting a user)
Service Request (Some one asked us to do something / Not broken)
Problem (Something that could cause an incident)
Change Request (Someone wants to modify how something works)
Alert (Monitoring)
Ticket Issues
Administration
User Termination
New User Setup
Research
Computer
Hardware
Virus / SpyWare / Malware
Printing / Scanning
Software
Server
Network
Connectivity / Internet
Phones
Phone System Deploy
Handset Deploy
Call Quality / Service Disruption
Network Administration
Hardware / Computer Deploy
Client Review
Ticket Categories (Examples)
Employee Onboarding
Standard (Must Have) - Reactive/Phone Call?
Alert
Proactive Ticket
Ticket Issues
Network Administration
New Hardware Deploy
Client Review
Backups / Maintenance
Hardware Repair
New Software Deploy
Support
Hardware
Phone
Network
Server
Printer / Scanner
Software
BSOD / Crashes
Administration
Research
User Termination
New User Setup
Account Maintenance
Ticket Form Templates
Ticket
Reactive Ticket
Proactive Ticket
Email Request
New Employee Request
In Person Request
Employee Termination Request
Password Reset
Lacerte Update Ticket
Setup Handset
Phone System Deploy
Compromised Account (RECOMMENDATION)
Ticket Time Entry
Internal Note
Public Note
Complete Internal
Complete Public
Complete Public Survey
Complete Internal Survey
Follow Up on Ticket (RECOMENDATTION)
OnSite Visit (RECOMENDATION