TicketGuard
Understanding Why Rocketship Flagged an Abandoned Ticket
Rocketship has a feature “TicketGuard” that will review and identity “abandoned” tickets. An abandoned ticket is any ticket where the ticket is in an “active/being worked” state but has no activity scheduled. These are high risk tickets in that they ...
Understanding TicketGuard
Rocketship has a special feature known as “TicketGuard” which protects your tickets and tasks from being abandoned by your team. Specifically, Rocketship will identify these tickets/tasks and then send them to your service coordinator for review, ...
WorkBoard Focused Mode
WorkBoard Focused Mode is a feature designed to enhance productivity by allowing users to concentrate on their most immediate task. This mode emphasizes the first/current Flex Appointment, ensuring that it receives the most attention. ...
Why does Rocketship WorkBoard refresh automatically in Autotask?
This is a design decision by Autotask. Specifically, Autotask auto-refreshes every dashboard inside the product every 5 minutes. Unfortunately, this is not something we can control directly. However, when working in Rocketship via an Autotask ...
Using the Engineer WorkBoard
The Rocketship Engineer Workboard is the Dashboard that displays open Service Calls events that have been booked and scheduled for the engineer. There are two types of Service Calls that we consider: Fixed Appointment and Next Activities (the naming ...
Understanding Rocketship/CMD
rocketCommand is an action-based application that is used to quickly pass instructions from your team to Rocketship. It provides a focused set of instructions that are the most frequent used to route tickets. Via rocketCommand, you can greatly reduce ...
Understanding Actions on the Rocketship WorkBoard
Every event on the Rocketship workboard provides actions to the technical resource that owns the event. Each action is tied to a Workflow that is configured by the sysadmin to drive behavior of tickets and tasks within Autotask and Rocketship. ...
Restrict Rocketship/CMD Buttons
When interacting at the ticket-level, your team can issue instructions to Rocketship via the Rocketship/CMD screen. (Refer to screenshow below for an example of a Rocketship/CMD screen.) You can control which buttons your team can see in this screen ...
Requiring a Resource to Declare Reason for Declining a Service Call
You can require that a Resource declare the reason they are declining a Service Call. The options for the reason are pulled from the Escalation Reasons list. By default, this function is enabled: To enable/disable: Log into Rocketship Admin Go to ...
Requiring a Resource to Declare Reason for Cancelling a Service Call
You can require that a Resource declare the reason they are cancelling a Service Call. The options for the reason are pulled from the Escalation Reasons list. By default, this function is enabled: To enable/disable: Log into Rocketship Admin Go to ...
How to view another Resource’s Rocketship WorkBoard in Autotask
If you’ve configured the Rocketship widget in an Autotask Dashboard, you can view the Rocketship WorkBoard for any Autotask Resource where you are the Autotask Timesheet Manager. That is in inline with how Autotask allows a manager to view and ...
How long does it take for Rocketship to show imported Service Calls?
Rocketship supports creates/updates/deletes of Service Calls by 3rd party software. This KB describe that interaction. How We Find 3rd Party Service Calls Service Calls creates/updates/deletes can come from one of three places: Rocketship Autotask ...
How is the Resource’s Timezone Determined
For features like the Rocketship WorkBoard, Rocketship/CMD (Ticket Insight), and various time-based widgets and scheduling tools, the timezone of a Resource (Autotask user) is crucial for accurate data calculation and display. Rocketship determines ...
How does the Pending Zone work on the Agent WorkBoard?
The Pending Zone is an optional area where an agent must accept or decline a Service Call. How to Enable/Disable the Pending Zone The Pending Zone is disabled by default because the two default Workflows that control the outcome of created events, ...
How do I set my External Appointments to be Private?
In Rocketship, an External Appointment is what we define as appointments in Autotask that are either created manually as an Appointment (vs a Service Call) or that is imported into Autotask (and then into Rocketship) via the Autotask Exchange ...
How do I impersonate other Rocketship user workboards?
As a service manager or administrator, you want to be able to impersonate a resource’s workboard to see exactly what is going on from their end/view. We’ve made it easily accessible and straightforward, and it’s available right in the Rocketship ...