In Rocketship, our dispatch & escalation engine uses tiers composed of “Teams”.
Understanding a Rocketship Team
A Team is a group of users that all share an Autotask Role. For example, you may have a Team called “Level 1 Helpdesk” that has several Autotask users, all of whom share the Autotask Role “Level 1 Billing Role”.
All Teams are composed of a shared Autotask Role and 0 or more users. Each user corresponds to an Autotask Resource.
Using Rocketship’s Autotask and Custom Teams
The dispatch & escalation engine does not differentiate between a Rocketship Autotask Team and a Rocketship Custom Team. That means you can use Rocketship’s Autotask Teams anywhere you would a Custom Team, e.g., as a tier in an escalation rule.
Updating Rocketship’s Autotask Teams
We automatically build and manage Autotask Teams for you in Rocketship, while you can create Custom Teams manually. Most Rocketship users actually utilize Custom Teams more than Autotask Teams, even though we automatically manage the Autotask Teams for you. That’s because you may want to carve out sub-groups of users, even if they share an Autotask Role.
Frequency of Autotask Team Updates
Note, Autotask does not have a mechanism to instantly notify us of changes to your Roles, Resources, or Resource/Role relationships. Instead, we poll Autotask for this information. That means we may not immediately see updates in Autotask. You can refer to our KB to understand how often we update this information.
In Rocketship, each Team can be assigned a default Autotask Role, which is automatically applied to every Resource (technician) within that Team when they are assigned to a ticket. However, Rocketship also allows for flexibility, as you can override ...
In an IT MSP, the efficient allocation of tasks is crucial for maintaining productivity and meeting SLAs (Service Level Agreements). Traditionally, Autotask provides an In/Out feature that serves as an FYI to let the team know whether a technician is ...
In an IT MSP, the efficient allocation of tasks is crucial for maintaining productivity and meeting SLAs (Service Level Agreements). Traditionally, Autotask provides an In/Out feature that serves as an FYI to let the team know whether a technician is ...
This KB is specific to Escalation Triggers where Autotask will send a webhook message to Rocketship. If you are looking to send webhook messages from Rocketship to a 3rd party application, e.g., MS Teams, refer to the Outbound Webhooks KBs. The ...
Rocketship uses incoming and outgoing webhooks to communicate with 3rd party applications. To make things clear, we change the vocabulary we use to indicate the direction of information. Outbound Webhook. An Outbound Webhook is where activity ...