Please follow the instructions below to send us your integration preferences. Once your preferences have been received, we will continue with the following steps: 

• Setup of the configuration between AutoElevate and SyncroMSP
   
• Linking of users, companies, and computers 
   
• Testing of the system 
   

Adjust Ticket Settings In SyncroMSP

Please make sure the following settings are set in your SyncroMSP web portal:

• Go to More-> Admin->Preferences, under the Tickets heading
  
  
  • Enable Ticket Assignment: Enabled
     
  • Enable Ticket Time Tracking module: Enabled
     
  • Make Custom Fields Required: Disabled (unchecked)
     

Tickets

• What Status should AutoElevate tickets be set to Initially when created? Usually, this would be New.
   
• When you approve/deny the AutoElevate Request? Usually, this would be Resolved.
   
• If something doesn’t work correctly with the elevation? Pick a status you already have on your system that would indicate to your staff that the ticket is waiting for technician intervention. Possibilities might be Waiting Technician or Client Follow-up Needed. This Status is rarely used but is necessary.
   
• Should the attached Customer be emailed when a Note is added to the Ticket? Notes are added when the ticket is created and at various points in the approval process. This defaults to Yes
   

Timer 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, timer entries are disabled, and only a note of the outcome is entered in on the ticket. We need three pieces of information that can be referenced from a timer entry on a ticket

• What should be the default amount of time that AutoElevate records? The default is 15 minutes.
   
• Who should be the Time Entry User Fallback? This is needed when creating a Time Entry, and the AutoElevate user that responds isn’t linked to a SyncroMSP user. We will assign the Time Entry to this fallback to avoid losing the entry.
   
• Should the timer entry Charge Time for these different AutoElevate Request outcomes? 
  • Approved – One Time (Yes or No)
  • Approved – Rule Made (Yes or No)
  • Denied – One Time (Yes or No)
  • Denied – Rule Made (Yes or No) 
     

 Create a Ticket Issue Type

Create a new Ticket Issue Type called Privilege Request, or we can map to an existing Issue Type. Please specify on the form. 

• To create a new Privilege Request Ticket Issue Type, go to Settings -> Ticket Settings -> Ticket Issue Types -> Add
   
• Enter Privilege Request for the name
   
• Click Save at the bottom of the screen
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