Onboarding
_Onboarding Process_
In this KB, we will list out, in order, the KBs to read and implement for your onboarding. Note, Rocketship provides a New Account Onboarding process, and you should be meeting with your onboarding specialist for this process. KB #1 Setup Rocketship ...
Update Service Call Delete Permissions
Service Calls are how Autotask assists you in scheduling activity around a ticket or task. Rocketship integrates with Autotask Service Calls so that your Rocketshp events are always reflected directly inside Autotask. It’s best practice to not allow ...
Understand Rocketship Ticket Statuses
When using Rocketship, your helpdesk team will utilize some Ticket Statuses That you may not be familiar with. In this KB article, we’ll discuss each. Required Statuses The following statuses are required by Rocketship and will always be present, ...
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 ...
Setup Rocketship in Autotask Ticket Insight
This article describes how to configure a new Ticket Insight for Rocketship’s /CMD board. When done, you’ll be able to work with Rocketship/CMD, as shown in this example: Log in to Autotask Click on Admin -> Features & Settings Click on Service Desk ...
Setup Rocketship in Autotask Dashboard
This article describes how to create a full-screen dashboard in Autotask for the Rocketship WorkBoard. When complete, your team will have access to the Rocketship WorkBoard as a full dashboard inside of Autotask, as shown in the example below: Create ...
Setup MS Exchange Appointments
Rocketship fully supports external appointments as part of its scheduling logic. In this KB, we’ll walk you through how to properly support this. First, let’s define vocabulary: In Rocketship, an “external appointment” is an appointment not generated ...
Optimizing Autotask Configuration for Rocketship Integration
Rocketship is designed to seamlessly integrate with your existing Autotask setup, thanks to its high configurability. However, to ensure optimal performance during the Onboarding Wizard, you’ll need to provide specific settings. Here are the key ...
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 ...
How to allow an Autotask Admin to manage/share/edit Shared Tabs/Dashboards
In Autotask, to create a Shared Tab (to finish the onboarding wizard), the admin should have the following permissions enabled in their Autotask Security Class:
Handling Errors in Rocketship: Best Practices
Rocketship can occasionally encounter errors across various modules, like dispatching, scheduling, or appointment booking. Catching and resolving these quickly is essential, and Rocketship provides built-in workflows to help. Example Error Scenario ...
Enabling Rocketship in the Autotask Integration Center
This article describes how to enable Rocketship in the Autotask Integration Center. It is part of the “Rocketship & Autotask Insight/Widget Integration” series. Log in to Autotask as an admin Click on Admin->Extensions & Integrations Click on Other ...
Enable Autotask Service Calls to show on Outlook Calendar
In this KB, we’ll walk you through the configuration needed to see Autotask Service Calls in your Outlook Calendar. How the Sync Works When Rocketship creates a Fixed Appointment or Next Activity, it will create the corresponding Autotask Service ...
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 ...
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 ...