SmartWorkQ
Work Duration Rules in Rocketship
The new Work Duration Rules feature in Rocketship simplifies managing work durations by allowing you to define them based on teams, issues, and subissues. This feature is especially useful for helpdesks that use Pods to manage separate customers, as ...
Using Ticket AutoScheduling
Rocketship allows you to trigger the scheduling of a Next Activity by changing the ticket status, similar to the Project Task AutoScheduler. Here’s how you can set it up: Create a Special Ticket Status in Autotask Define a new ticket status ...
Using the Service Call Monitor to Trigger Rocketship Workflows
The Service Call Monitor allows you to trigger Rocketship Workflows based on conditions related to a service call. This is especially helpful for scenarios like flagging overdue appointments or taking action on service calls that are running long. ...
Using Away Schedules to Manage Availability
Away Schedules provide a way to manage the availability of your resources by marking them as unavailable during specific periods. This feature is essential for accurately maintaining your team’s capacity and ensuring tickets and tasks are assigned to ...
Understanding Work Schedules
Rocketship manages Work Schedules on a per-user basis. This means you can create work shifts (e.g., AM and PM shift), restrict the work schedule of senior engineers and managers to reduce billable hours, and a lot more. There are two types of Work ...
Understanding the Days to Scan Setting
Days to Scan is best understand as “how far into the future will we look?” when looking for free timeslots for a user. This is important because whether a user is free or busy requires that you know the timeline. Example Scenario for Tier 1 For ...
Understanding Adaptive Autotask Work Schedules
Work Schedules are how Rocketship knows the availability of a given user. It’s particularly important to how SmartWorkQ organizes and schedules Next Activities for a user. (You can review Work Schedules and its types via this KB article.) When using ...
Supporting Complex Staff Schedules with Rocketship
Managing complex schedules for staff can be challenging, especially when those schedules vary throughout the month. Rocketship is designed to handle these situations seamlessly, giving you the flexibility to accommodate unique scheduling needs. Let’s ...
Supporting 3rd Party Meeting Schedulers
Rocketship supports 3rd party Meeting Schedulers such as Calendly, FindTime, TimeZest, and others. Note, Rocketship does offer a Meeting Scheduler via the Fixed Appointment Scheduler. This Scheduler is tightly integrated into Rocketship, but it is ...
Specifying Scheduling Alignment for Next Activities
When the Rocketship Next Activity Scheduler finds the best location for an activity, it can be instructed to align the service call on a time boundary (e.g., always on a 5-minute boundary). This is done via the Scheduling Alignment in Minutes ...
Specifying Free Time between Activities
You may want to have a minimum amount of free time between Next Activities being scheduled by Rocketship. For example, you may never want to have less than a 30 minute “gap” between one activity and the next for your helpdesk. To do this, set the ...
Scheduling Next Activities
The scheduling engine is one of the most powerful features in the Rocketship platform and it makes scheduling Next Activities a breeze. When we talk about scheduling a Next Activity, it’s about scheduling actual work to be done, e.g., “work for 30 ...
Scheduling an Autotask Project Task via Rocketship
You can schedule an Autotask Project Task via Rocketship/CMD. The easiest way to do this is via the Search bar: Open the Rocketship WorkBoard dashboard in Autotask Lock open the side panel Enter the Task# in the Task Search field Submit by clicking ...
Prioritized Appointments
Prioritized Appointments let you sort certain Next Steps to the top of a technician’s WorkBoard, even if the ticket itself is Low Priority. This is useful when you need a specific Next Step to be handled first — for example: Responding quickly to a ...
How to Schedule Future Work
It’s common in the IT support world to know you need to start, or finish, a task, but just not “today.” For example, perhaps you are migrating a server and are performing a data backup. The data backup is going offsite, and you know it will take at ...
How long does a Sleeping Activity actually sleep?
As described in our KB article “How to Schedule Future Work”, you can schedule a Next Activity and include a “sleep” timer so that it won’t immediately appear. This is useful when you know work needs to be done, but there is an obstacle where it ...
How do I support multiple work shifts?
Rocketship automatically uses the business hours defined for an Autotask Resource’s Internal Location. You can create an Internet Location in Autotask for each “work shift”, e.g., Internal Location “HQ – Day Hours” 8am-5pm and “HQ – Night Hours” ...
How do I schedule Autotask Tasks?
Rocketship does support Autotask Tasks. Currently, this support is restricted to the Next Activity Scheduler, although we have plans on more capabilities. Unlike Autotask Tickets, Autotask Tasks do not currently support custom task insights. (We ...
How do I handle technician’s going to lunch?
If you have a helpdesk where you want a tech to stop getting new tickets while they are out to lunch, we recommend you use the In/Out feature. Note, we would argue that for a tier 2+, you would not normally log them in/out for a short time away from ...
Escalations vs Scheduling
When using Rocketship, it’s important to be clear that Rocketship can take two actions on a ticket: escalations (ticket routing) and/or work scheduling. It may take one, the other, both, or neither. Let’s work through the scenarios. Note that we have ...
Customizing the Sort Order of Next Activities
Next Activities are the “ordered work queue” for a technician. Unlike Fixed Appointments, Next Activities are dynamic and automatically adjust to various criteria, including: ticket priorities and due dates. Based on your site’s needs, you can adjust ...
Combining Escalation Routing & Scheduling for One-Click Dispatch
When you set up escalation routing in Rocketship it will decide which Autotask resource will be assigned whenever a ticket is dispatched or escalated. On the other hand, Rocketship’s scheduler will look at an employee’s workload, calendar, time zone, ...
Automate Scheduling around Company Holidays
The scheduling module in Rocketship supports holidays. Specific to Autotask, the scheduler will honor the Holiday Set for each Autotask Internal Location when scheduling a resource. This is enabled by default. To understand how this works, and how ...