Outsourcing tickets to a partner

Once you have configured outsourcing and partners you have invited have accepted your invitation, you are ready to outsource a ticket.

Here is an overview of the Outsourcing workflow:

  1. Open the ticket detail for the ticket you want to outsource and select a partner from the ticket detail Outsource menu. Refer to Outsourcing functions on the Ticket page.
  2. Configure the outsource terms and conditions and send the ticket to the service partner. Refer to Assigning the ticket to a service partner.
  3. You can cancel the ticket before the partner accepts. Refer to Canceling an assigned ticket.
  4. The partner must accept or decline the ticket within the time frame that you specify. If the partner declines, you can re-assign the ticket.
  5. While the ticket is being worked on by the service partner, Autotask maintains an interactive link that synchronizes your ticket with the partner's ticket. Refer to What happens while the ticket is outsourced?
  6. Users with Allow Partner Management or Allow All outsource permissions can manage outsourced tickets from the Outsourced Work lists on the Outsource Management dashboard. Refer to Managing outsourced tickets.
  7. When the partner completes the work and selects Insource Complete from the ticket detail Outsource menu, the outsource status changes to Waiting Approval. Synchronization is suspended. You have the opportunity to approve the completion or send the ticket back to the partner for further work or information. Refer to Approving or rejecting a ticket.
  8. When the outsource status is Complete, you can continue to manage the ticket as you would any ticket, including adding time entries, charges, and notes to the ticket. Additions or changes made when the outsource status is complete are not visible to the partner. Refer to Completing an outsourced ticket.
  9. As with any ticket, all labor and charges are sent to Autotask billing. Refer to Billing for outsourced work.