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Tickets for Client added via TaskFire not staying in Taskfire<\/h2>\r\nTickets for Client added via TaskFire not staying in Taskfire<\/h2>\r\n\u00a0When creating a new ticket in TaskFire , the ticket defaults back to the MSP’s queue instead of the clients task fire queue. For cases where you using TaskFire as an onsite tickeing system and clients can then elevate problems for you , you will need to create the following Workflow to move the ticket back to the clients taskfire system<\/p>\r\n
When a ticket is Created by “External Contact”<\/strong><\/p>\r\n And the following conditions are met:<\/strong><\/p>\r\n Company Name is = {Company}<\/strong><\/p>\r\n Queue name = {Client Portal}<\/strong><\/p>\r\n Actions:<\/strong><\/p>\r\n Then transfer ticket to: Taskfire (if client has Taskfire enabled)<\/strong><\/p>\r\n When our client completes the ticket on their end, it does not change the status of the ticket within our Service Desk.<\/p>\r\n Go to Admin, Extension and Intergrations, Manage Clients, Manage Clients Tab, Choose the Client<\/p>\r\n Tick options :<\/p>\r\n i)Always set the Taskfire status to Complete when an escalated ticket is set to Complete by an Autotask resource.<\/em> So if you had the problem above and now need to complete 100+ tickets how do you do this in bulk!<\/p>\r\n First you uncheck option 2 i) as to make sure when you close all the open tickets in the MSC window you don’t close all the taskfire tickets as well<\/p>\r\n Second add a Widget of Entity Tickets and Widget Type Grid<\/p>\r\n Select the Needed Primary Columns e.g. ticket ID<\/strong><\/p>\r\n Add the Filters<\/strong><\/p>\r\n Company = {Company}<\/strong><\/p>\r\n Queue = {Client portal}<\/strong><\/p>\r\n Status Not Equal To {Complete}<\/strong><\/p>\r\n Once this is produced click on the See All at the bottom of the Widget<\/p>\r\n Here you can increase the Show 25 to 100 bottom Right<\/p>\r\n Now Choose 100 at a time and however over the top left row and you will be able to choose Forward\/Modify Multiple<\/p>\r\n Choose Status to Complete<\/p>\r\n Admin \/ Sevice Desk Tickets \/\u00a0Incoming Email Processing<\/p>\r\n Create a New Support Address e.g. support.yourdomain@email.autotask.net<\/p>\r\n Under ticket , Create a New Ticket and Put the Queue into Client Portal<\/p>\r\n Make sure the client is setup in a company in Autotask and either<\/p>\r\n 1) Their web address is correct matching the sending email address<\/p>\r\n 2) Contacts are setup for each user which will be assigned to them<\/p>\r\n Use Exchange Forwarding to forward emails from Helpdesk@clientsdomain.com to\u00a0support.yourdomain@email.autotask.net<\/p>\r\n When client emails helpdesk , they get a message back saying their ticket is created , they can reply to this message for notes or ticket updates<\/p>\r\n","protected":false},"excerpt":{"rendered":" Tickets for Client added via TaskFire not staying in Taskfire \u00a0When creating a new ticket in TaskFire , the ticket defaults back to the MSP’s queue instead […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[1052,1094,1049,1053,1051,1031,1095,1054,1050,1048],"class_list":["post-1611","post","type-post","status-publish","format-standard","hentry","category-random","tag-assigned","tag-autoreply","tag-autotask","tag-bulk-edit","tag-complete","tag-delete","tag-reply","tag-service-desk","tag-taskfire","tag-workflows"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/posts\/1611","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/comments?post=1611"}],"version-history":[{"count":3,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/posts\/1611\/revisions"}],"predecessor-version":[{"id":1648,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/posts\/1611\/revisions\/1648"}],"wp:attachment":[{"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/media?parent=1611"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/categories?post=1611"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pariswells.com\/blog\/wp-json\/wp\/v2\/tags?post=1611"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
Then perform the following updates:<\/strong><\/p>\r\nComplete Tickets not syncing between taskfire and autotask<\/h2>\r\n
ii)Always set the Autotask status to Complete when a ticket Transferred to Taskfire is set to Complete by the client.<\/em><\/p>\r\nBulk Edit Tickets Delete\/Modify\/Notes\/Assign<\/h2>\r\n
How to get a clients helpdesk Email going to TaskFire<\/h2>\r\n