Adding or editing a co-managing user

Select the organization the co-managing user will be associated with. All organizations that have co-management enabled are available.

In Edit mode, the Organization field is read-only.

If the contact record already exists, select it here. To create a new contact for the co-managing user, leave the field blank and click Next.

When you edit a co-managing user, to edit the associated contact, click the linked contact name.

In this section, you enter the identifying details of the contact you are adding. For detailed field descriptions, refer to Adding and editing contacts.

Here, you enter the phone numbers and email addresses for the contact.

The Primary Email Address is required for the co-managing user record. It should be the co-managing user’s organization email. If the email domain matches a customer domain in CRM, the incoming email parser will recognize the co-managing user as a customer.

Enter the first part of the username for the co-managing user. Up to 32 characters are supported.

NOTE  Your Autotask domain name appears above the field. The full name needed to log into Autotask is username@yourdomain.com.

Usernames must be unique.

• Co-managing users are active by default. If you do not want the new user to be active immediately, clear the Active check box.

• If the Disable Password Reset check box is not selected, users can unlock their own accounts by clicking the Forgot password link on the log in page.

  If Disable Password Reset is selected and a user has been locked out because of repeated unsuccessful log in attempts, an administrator can unlock the account by clearing the Resource Locked check box.

• Select the check box to block the resource's ability to reset his or her password from the Login page, the Profile page, and the Welcome email. This is a security measure for terminated employees.

Select a co-managed security level to control which Autotask features the user can access. Autotask comes with a system security level for co-managing users, and your Autotask administrator can then add customized security levels.

For additional information on security levels, refer to Co-managed security levels and Creating or editing a custom security level.

The first check box determines whether a co-managing user will be able to see the Datto RMM links on the Ticket page, Device Your Autotask instance may be configured to use one of the following terms instead: Asset, Configuration Item, Installed Asset, Installed Product. page, and the Autotask Menu. Refer to Access the Datto RMM alert associated with a ticket.

Select the Allow Resource to edit Skills check box to allow the user to maintain his or her Skills profile, including skills, skill levels, education, certifications, and training, and to attach a resume to his or her profile. Refer to Managing certificates, degrees and skills.

Since Single Sign-on (SSO) is typically not an option, 2FA is required for all co-managing users. It cannot be disabled, but for a user who has changed or lost their mobile device, you are able to pause it for either the next login or for 24 hours.

Refer to Managing two-factor authentication for a resource.

NOTE  If SSO were implemented, 2FA is simply ignored.

The Internal Location field (not to be confused with the customer's Organization Location field) associates the co-managing user with one of your (the MSP's) internal locations. This will determine the date, time, and number defaults, country, holiday set, business hours, and the time zone for the co-managing user.

While co-managing users' time entries are never billable, they are still able to document their labor in Autotask. However, they are not required to submit the timesheet.

Select a start date for the timesheet.

Co-managing users do not have timesheet approvers, but you can specify resources who will be able to view their timesheets. To add a timesheet viewer, click New and select a resource.

NOTE  Co-managing users cannot track expenses in Autotask.

Refer to Line of Business.

Co-managing users can belong to the MSP's departments as team members, and to departments specifically created for co-management. A separate co-managed department will provide additional filters and search functionality for reporting.

Co-managing users can be associated with the MSP's queues. They will only see tickets for organizations they are associated with.

Co-managing users must be assigned to at least one queue.

To be able to create a time entry, co-managing users must be assigned at least one role. Best practice is to create a dedicated co-managing role with a billing rate and a block hour multiplier of 0.00.

Refer to Complete the Skills tab.