Overview

This document is to aid in the setup and preference selection for Kaseya BMS. Once you have set up the required items and your preferences have been received, we will continue with the following steps: 

• Setup of the configuration between AutoElevate and Kaseya BMS 
   
• Linking of users, companies, locations, and computers 
   
• Testing of the system
  
   

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

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? This can be the same queue as above.
    
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 Completed.
      
   • 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.
      
4. What Priority should AutoElevate tickets be set to? Typically, this would be Medium but set according to your preferences.
    
5. What Type should AutoElevate tickets be set to? Please specify one that you have on your system or create a new one. A typical choice would be Service Request but may vary depending on your system setup.
    
6. What Source should AutoElevate tickets be set to? This may vary depending on your system. A typical choice would be Other.
    

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 three 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
    
2. What Work Type should time entries be set to? Pick a Work Type that you already have on your system
    
3. 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.
    
4. Who should be the default Resource? This is needed if the AutoElevate user that responds isn’t linked to a Kaseya BMS user.  
    

 Create an Issue Type and Sub-Issues

1. Create a new Issue Type called Privilege Request or we can map to an existing Issue Type. Please specify on the form.
   1. To create a new Privilege Request Issue Type, go to Admin -> Service Desk -> Issue Types -> New
       
   2. Enter Privilege Request
       
   3. Make sure the Active checkbox is checked
       
2. Create the following four new Sub-Issue types, making sure each has the Active box checked or we can map to existing Sub-Issue types. Please specify on the form.
   1. Approved – One Time
       
   2. Approved – Rule Made
       
   3. Denied – One Time
       
   4. Denied – Rule Made