Once the API keys have been set up and AutoElevate is successfully communicating with your Autotask PSA server, and once your preferences have been received, we will continue with the following steps

• Setup of the configuration between AutoElevate and Autotask
   
• Linking of users and companies
   
• Testing of the system
   

To better understand the different preferences, please go into Autotask, open a new ticket, and examine each of the mentioned items to decide how you want the system to work.
 

For New AutoElevate Tickets

1. What Ticket Queue should all NEW AE tickets go to?
    
2. What Ticket Queue should the ticket go to once a Technician has taken action on a Privilege Request?
    
3. What Status should AutoElevate tickets be set to:
   
   
   • Initially when they are created? Usually, this would be New.
      
   • When they are completed? Usually, this would be Complete.
      
   • If something doesn’t work correctly with the elevation? Pick a status that you already have on your system that would indicate to your staff that the ticket is waiting on technician intervention. Possibilities might be: Waiting Technician or Client Follow-up Needed. This Status is rarely used but is necessary
      
4. What Priority should AutoElevate tickets be set to? This typically would be Medium but it is according to your preference.
    
5. What Ticket Type should AutoElevate tickets be set to? Please specify one that you have on your system. A typical choice would be Service Request but may vary depending on your system setup.
    
6. What Ticket Category should AutoElevate tickets be set to? This may vary depending on your system. A typical choice would be Standard.
    

Time Entry

AutoElevate automatically enters a specified amount of time on each ticket whenever a technician takes action on a privilege request. The default amount is 15 minutes and can be changed to whatever value you want in the Admin Portal. If set to 0, time entries are disabled and only a note of the outcome is entered on the ticket. We need 3 pieces of information, which can be referenced from a time entry on a ticket.

1. What should be the default amount of time that AutoElevate? The default is 15 minutes
    

7. What Work Type should time entries be set to? Pick a Work Type that you already have on your system
    
8. What Role should time entries be set to? Pick a Role that you already have on your system. A common example would be Remote Support.
    
9. Who should be the Time Entry Resource Fallback? This is needed when trying to create a Time Entry and the AutoElevate user that responds isn’t linked to an Autotask user. We will assign the Time Entry to this fallback resource so that the entry isn't lost.
    

Create a Source, Issue Type, and Sub-Issue

1. Create a new Source called AutoElevate or we can map to an existing source. Please specify which to use on the form.
   1. To create a new Source called AutoElevate, In Autotask go to Admin -> Service Desk (Tickets) -> Sources -> New
       
   2. Enter AutoElevate and check off the box to the right that says Active
       
2. Create a new Issue Type called Privilege Request or we can map to an existing Issue Type. Please specify which to use on the form. 
   
   1. To create a new Privilege Request Issue Type, Go to Admin -> Issue & Sub-Issue Types -> New
       
   2. Enter Privilege Request and check off the box to the right that says Active.
       
   3. You do not have to specify an associated queue
       
3. Create the following four new Sub-Issue types, making sure each has the Active box checked. We can also map to existing Sub-Issue types, just specify which to use on the form.
   1. Approved – One Time
       
   2. Approved – Rule Made
       
   3. Denied – One Time
       
   4. Denied – Rule Made