Workflows
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 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 ...
HOWTO 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 ...