CRM Filters
Why can’t I see a new Tentative Appointment in my Calendar?
When using the Sealevel Operations process, new Tentative Appointments are placed into a “Pending Acceptance” state. In Rocketship, we show this by placing the Activity Card in the Pending Zone, as you can see in the example below: A Pending ...
Updating the Autotask Ticket Due Date when creating Service Calls
Rocketship supports updating the ticket due date when creating service calls (via Fixed Appointments and Next Activities, known as Firm and Tentative Appointments for Sealevel Operations/Pax8 Academy customers) via Workflows. Additionally, you can ...
Mass Accepting Service Calls During Onboarding
During the onboarding process, especially if you are using the SeaLevel/Pax8 Academy “pending acceptance” concept for Service Calls, you may need to mass accept the imported Service Calls we find during the onboarding process. That’s because some ...
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 ...
Using Multiple UDFs in a CRM Search
Rocketship supports CRM Searches that use more than one Autotask User Defined Field (UDF). Performance Impact Note however that the Autotask API does not natively support queries with more than a single UDF. When Rocketship detects that your CRM ...
Specifying Multiple Autotask Companies in a CRM Search
A question that comes up fairly often is “how do I create a CRM Search” in Rocketship that matches a subset of my customers? For example, you may have 500 customers, but you want a given CRM search to only find 20 of those. (Perhaps they are VIP ...
Fields Not Searchable by CRM Search
The Autotask API does not allow all fields to be searchable. Due to this, those fields are not available as a CRM Search parameter when configuring a new or existing CRM Search. Currently, we exclude these fields from CRM Search: Entity Field Account ...
Creating a CRM Search
CRM Search is a powerful feature of Giant Rocketship. Instead of hard-coding a Process Automation or Escalation Rule against fixed criteria, you can use a CRM Search to ensure that your rules dynamically adjust to the number and types of customers ...
How Rocketship decides tickets assignment
In Rocketship, the Escalation Engine handles both dispatching (new tickets) and escalations (existing tickets). It’s important to understand how the Escalation Engine decides who should be assigned a ticket. Rocketship is an activity-based solution, ...