ADMIN: Configuring the outsourcing feature

To begin outsourcing as a lead partner, you must complete a few simple setup tasks:

  1. Accept the terms and conditions of the Outsource Agreement. Refer to Accepting the outsource agreement.
  2. Review and edit the default outsourcing permissions your Autotask resources are assigned with their security level. Refer to Assigning outsourcing permissions.
  3. Customize the invitation you'll send to your service partners (optional). Refer to Customizing the partner invitation.
  4. Make sure that the service providers you want to invite to become your service partners are in your Autotask instance as a Customer, Partner or Vendor type organization. Refer to Adding an organization.
  5. When the organizations are in place, invite the service providers to participate. Refer to Inviting and managing service partners.
  1. To outsource to a network or vendor (optional), configure one or more outsource networks. Refer to Adding a network or vendor.

NOTE  You can return to these steps at any time to invite additional partners, change resource permissions, or add networks to your outsource network.

  1. In addition, you may want to consider workflow rules and notifications. Options for Service Desk workflow rules allow you to use workflow rules for managing both outsourced and received (insourced) tickets. Refer to Using workflow rules and notifications with outsourcing.

Once you have partners, networks, or vendors in place, you can begin to outsource tickets. Refer to Outsourcing tickets to a partner and Outsourcing tickets to a network or vendor.