Autotask: Tracking Vendor Ticket Information

Quinntin Comer AutoTask Leave a Comment

Previously, we did an article on tracking vendor ticket information in CW Manage tickets by creating several custom fields and showing them in the “Service Board” list view. This way, you have quick access if a vendor (i.e., ATT) calls in about a ticket for a client — you will be able to reference the vendor’s ticket #.

Now, we wanted to share this same functionality with Autotask. There are going to be several steps with this process:

  1. Create the User-Defined Fields (Custom Fields)
  2. Make the User-Defined Fields visible in the ticket
  3. Make a dashboard widget for visibility and efficient access.

Lets Go!

Creating the User-Defined Fields

  1. Login to Autotask PSA
  2. Navigate to the Menu > Admin > User-Defined Fields.

  3. Navigate to the Tickets tab and click NEW.
    • We will be creating 3 vendor fields.
      • Name: Vendor Name, Description: Vendor Name for the vendor the ticket is opened with, Field Type: Text (Single Line), Appears in Client Portal – Checked (optional)
    • Click Save & Close. Do the same process for the remaining fields: Vendor Ticket Number and Vendor Ticket URL.

Make the User-Defined Fields Visible

Now, we need to make these fields visible on tickets so that they may be used by staff. You can do this to any ticket category, we are going to use Help Desk in this example.

  1. Navigate to Admin > Features & Settings.
  2. Expand Service Desk (Tickets) and click Ticket Categories
  3. Navigate to the Details tab
  4. Under Sections & Fields, click New Section.
    • Name it whatever you prefer (We use Vendor Information).
    • Add each of the previously created UDFs to the section.

Creating a Dashboard Widget

Now, to put this all together and make it very visible we will use a dashboard widget. I would be sure to have this visible in any Dispatch or Service Manager Dashboard(s) by default.

  1. Navigate to the Home screen.
  2. Click an Empty widget spot and click Add Widget.
  3. Select Start with a new widget.
    • Entity: Tickets
    • Widget Type: Grid
  4. Give the Widget a name (we use Tickets with Vendors)
  5. Under Primary/First Column, mark Ticket Number as the Selected Columns.
  6. Under Additional Columns, mark the following in Selected Columns: Company, Contact, Issue Type, Ticket [Vendor Name], Ticket [Vendor Ticket Number], Last Customer Notification Date, Time in Current status (Days), Time in Current Status (Hours).
  7. Under our Filters, for Filter 1 select Ticket: [Vendor Ticket Number] with the operator Is not empty.
  8. Under Options set to match the following screenshot:
  9. Under Layout/Size, select the full option.
  10. Click Save & Close

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