Outsourcing tickets to a network or vendor
You may want to send tickets to service networks or vendors that do not fit the outsource partner model. Your outsource network allows you to outsource tickets to these businesses directly from Autotask and includes the following features:
- You can specify a notification action to inform the network or vendor that a ticket has been outsourced
- The ticket detail will display the outsource network or vendor information and an outsource status of In Progress
- The ticket appears in the Outsource module ticket lists as well as all standard Autotask ticket lists
- You can set the outsource status to Cancel or Complete
Unlike outsourcing to a partner, when you outsource through your outsource network, there is no automatic notification of ticket acceptance and no synchronization between your ticket and the network or vendor.
To outsource to a network or vendor:
- You must first add the network or vendor to the Outsource Network list. Once added, the network or vendor appears in the Outsource menu on the ticket detail view. Refer to Adding a network or vendor.
- You can then manage your networks or vendors from the Outsource Networks page. Refer to Managing outsource networks.
- Active networks and vendors can be selected on the Ticket page > Outsource menu. Refer to Outsourcing a ticket to a network or vendor.
- Tickets you have outsourced to a network or vendor can be located on the Outsource Dashboard. Refer to Managing tickets outsourced to a network or vendor.
