Workflows
Ticket LifeCycle – Send to Workflow
The Send to Rocketship Workflow action enables you to trigger automated logic immediately when a ticket reaches a specific status or condition within the Life Cycle settings. This is ideal for scenarios where you need the automation of a Workflow ...
Resource Notifications in Rocketship Workflows
Rocketship can create Resource Notifications as part of your workflows. These notifications appear to your team members directly inside Rocketship, helping them stay aware of important events without manual checking. Example Use Case You’ve scheduled ...
Using SmartWorkflows in Rocketship: A Guide to Published Workflows
SmartWorkflows in Rocketship offer a powerful toolset that not only facilitates various changes performed by Rocketship but also empowers you and your team to directly utilize them by “publishing” a workflow. In this knowledge base (KB) article, we ...
Using Rocketship Workflows Inside Tickets
The Rocketship Workflow engine is the boost that propels Autotask ticket automations such as appointment scheduling and ticket routing. In addition to the built-in Workflows provided you can create custom Workflows to streamline your Autotask ...
Updating the Ticket Due Date
You may want to update the Ticket Due Date based on some action you perform in Giant Rocketship, e.g., when you schedule a new Next Activities, you may want to update the Ticket Due Date. This can be done using Workflows. A Workflow can perform these ...
Updating Autotask Ticket and Task User-Defined Fields (UDFs) via Rocketship Workflow Engine
This knowledge base article provides a comprehensive guide on how to update Autotask Ticket and Task User-Defined Fields (UDFs) using the Rocketship workflow engine. It’s essential to note that this update process is limited to modifying ...
Setting Ticket UDFs via Published Workflows
In Rocketship, you can set a Text UDF in a Ticket via a Published Workflow note. To configure this: Edit your Workflow Set Publish -> Yes Choose the Note -> Ticket UDF Save As a reminder, per Datto Autotask best practices, Rocketship only ...
Setting the Resolution via Published Workflows
In Rocketship, you can update the Ticket Resolution via a Published Workflow note. To configure this, follow these steps: Edit your Workflow Go to the Publish tab Ensure it is Published is set to Yes Enable “Note -> Ticket Resolution” Save WATCH FULL ...
Mapping Rocketship Workflows to Rocketship Actions
One of the most powerful aspects of Rocketship is that almost every action performed, from clicking Start on an Event to escalating a ticket executes a Workflow. Since you are able to edit Workflows to suit the needs of your business processes, this ...
How to close tickets while Bulk Closing Related Service Calls
In general, you can rely on Autotask to automatically close Service Calls if you set a Ticket to Complete. (You can read how to enable that setting in Autotask here.) However, you can also use Rocketship to bulk close Service Calls while completing a ...
How to Toggle Light and Dark Mode
In Rocketship, you can enable/disable dark mode via the dark mode icon at the top of the Rocketship Admin Portal, Rocketship WorkBoard, and Rocketship Ticket Insights. A screenshot of the icon to click: This is a toggle icon, meaning it will toggle ...
Customizing Workflow Note Fields
Rocketship empowers you to customize and publish workflows, providing your team with flexible tools to encode and execute essential business processes within Autotask Ticket Insights. This article will guide you through the process, highlighting how ...
Customizing Ticket Routing with Team Workflows
Rocketship allows you to create custom workflows for specific teams to control how tickets behave, particularly when default behaviors might not work as expected. Example: Rocketing Forward When you forward a ticket using Rocketship, the Escalation ...
Customizing the Workflow used by an Escalation Rule
Workflows provide a powerful, and flexible, way for Rocketship to interact with PSAs such as Autotask, while providing you as the user the ability to fine-tune how Rocketship adapts to your business processes. Out-of-the-box, Rocketship is configured ...
Configuring How We Route Imported Autotask Service Calls
Rocketship is designed to “own” Service Calls for support agents. That said, there are times when Rocketship will import Service Calls from Autotask rather than being the source of those Service Calls in Autotask. When you manually create a Service ...
Clearing the Autotask Ticket Primary Resource via Rocketship Workflows
This knowledge base article outlines the process of utilizing the newly enhanced workflow engine to clear the primary resource from an Autotask Ticket or Task. This enhancement offers users the ability to streamline resource management and optimize ...
Popular Articles
What does Rocketship for Autotask do for me?
Rocketship “automates helpdesks in Autotask.” Specifically, there are three labor-intensive tasks that Rocketship for Autotask fully automates: Dispatching Escalating Scheduling Let’s dig into those a little more. No More Manual Dispatching When a ...
Admin Lesson 1: Welcome to the Admin Seat
Horizon doesn't run itself. Triage rules, todo policies, assignment plugins, watchlists, forms — these are decisions someone has to make. That someone is you. This lesson sets the frame: what an admin actually does, how the three panels split up the ...
Holidays in Rocketship Scheduling
DispatchBoard Holiday View Rocketship syncs with Autotask Holiday Sets (per Internal Location) daily. You can view the current list of holidays from: The Holidays page in DispatchBoard, or Your Calendar. Next Activity Recipes (Scheduling Module) ...
Setup Rocketship in Autotask
This article describes how to fully integrate Rocketship into the workflow of your team inside Autotask. Setup involves these phases: Set up Autotask API user Add API User in Rocketship Admin portal Enable Rocketship in Autotask Integration Center ...
Creating an Autotask API User for Rocketship
Like any software that integrates with Autotask, you’ll need to create an Autotask API user for the connection. This takes about 1 minute to do. These steps are accomplished via the Admin->Resources (Users) screen in Autotask. Log in to Autotask as ...