Configuring Rocketship for SeaLevel
Rocketship can be reconfigured easily to support SeaLevel’s proprietary process. To reconfigure Rocketship, you need to ensure you have the correct queue and status names in your Autotask Service Desk Ticket picklists option and once verified, you can run the configuration process in Rocketship Admin.
SeaLevel Required Ticket and Service Call Options
SeaLevel requires that you have the following picklist options available for Tickets, Tasks, and Service Calls. This is done via Autotask->Admin->Features & Settings->Service Desk (Tickets).
| Queues | Ticket Statuses | Service Call Statuses |
| Accepted | Scheduling Required | Tentative |
| Needs Attention | Working Issue Now | Firm |
| Pending Acceptance | Scheduled Remote |
Updating Rocketship to Use SeaLevel
To update Rocketship to use SeaLevel processes, use the Personalization option.
- Log into Rocketship Admin
- Click Account
- Click Personalization
- Click Run on Pax8 Academy / SeaLevel Operations
What if it fails?
Did you get an error back after clicking Run? That typically means you are missing one or more SeaLevel required Autotask settings per the section “SeaLevel Required Ticket and Service Call Options”. If you just created those, you may also need to force an early sync by Rocketship with Autotask. Refer below to “Updated Your Autotask Settings?”
Updated Your Autotask Settings?
If you are onboarding with Rocketship and are adding these “live” while configuring Rocketship, note that we only synchronize these settings every few hours by default. You can force a real-time refresh however so you can complete this process. You only need to force a real-time refresh of Picklist Values however, not the entire database.
Related Articles
Configuring Appointment Booking in Rocketship via Fixed Appointments
The Fixed Appointments engine needs a minimum set of information to work properly. If this isn’t configured, the Fixed Appointments engine will return an error when a user attempts to use it. To configure the Fixed Appointments engine, several ...Using the Service Call Monitor to Trigger Rocketship Workflows
The Service Call Monitor allows you to trigger Rocketship Workflows based on conditions related to a service call. This is especially helpful for scenarios like flagging overdue appointments or taking action on service calls that are running long. ...Using the Service Call Monitor to Trigger Rocketship Workflows
The Service Call Monitor allows you to trigger Rocketship Workflows based on conditions related to a service call. This is especially helpful for scenarios like flagging overdue appointments or taking action on service calls that are running long. ...Configuring How We Route Imported Autotask Service Calls
Rocketship is designed to “own” Service Calls for support agents. That said, there are times when Rocketship will import Service Calls from Autotask rather than being the source of those Service Calls in Autotask. When you manually create a Service ...Mapping Rocketship Workflows to Rocketship Actions
One of the most powerful aspects of Rocketship is that almost every action performed, from clicking Start on an Event to escalating a ticket executes a Workflow. Since you are able to edit Workflows to suit the needs of your business processes, this ...