Business Owner

Autotask setup

PERMISSIONS  System Administrator (system). The Provisioning team will create the Business Owner resource record for the person who signs the Datto contract.

Timesheet approver: yourself

What owners do

As the owner or principal of a small business, you typically do a little bit of everything, or help out where needed. Refer to Finance Manager, Service Manager, and Technician for information about the tasks assigned to these roles.

Additionally, you have the following responsibilities:

  • You are the administrator of your Autotask instance and responsible for customizing it for your local organization. Refer to Getting up and running with Autotask.
  • You decide which automation features (Incoming Email Processing, Workflow Rules, Notifications) your local organization will be using from the beginning.
  • You are the manager and timesheet approver for the team. Refer to About time approval.
  • You monitor all aspects of your business from the Business Owner dashboard tab.

How Autotask adds value

Autotask provides real-time access to all organization data in a shared cloud environment. You do not have to wait for anyone to generate reports that are outdated as soon as they are printed.

You have complete visibility of areas you are not personally working in:

  • Your organization's pipeline
  • Your ticket backlog
  • Any billing items that are ready to be invoiced

Autotask pages you will work with

In your role as business owner, you will mainly work with the following entities:

Products and services lists

Each Autotask customer has a unique list of products and services they offer to their clients, so it is not possible to populate your Autotask instance with them. They are used when you track customer devices, and when your technicians consume materials to fix a problem. You will need to import or manually add these items and determine how they are priced. For everything you need to know about setting up products and services, refer to:

Workflow Rules

Your Autotask instance contains a number of workflow rules that manage the communication with your customers and alert your technicians when SLA deadlines are about to e missed. Refer to About workflow rules.

Incoming email processing

If you have a support email address, you can opt to automatically convert incoming support request emails into Autotask tickets. Refer to About Incoming Email Processing.

Timesheets (approval view)

All time entries users make on tickets are automatically tracked on your timesheet. Depending on your local organization's business model, this data is used to directly bill the customer for your labor or to calculate the cost of managed services. At the end of each timesheet period, your employees will be submitting their timesheets to their approver (you). For everything you need to know about timesheets, refer to About timesheets.

Dashboard

The Business Owner dashboard tab we have configured for you allows you to monitor all aspects of your business in real time. Refer to Business Owner.

Invoice Templates

You have your choice of several invoice templates. For everything you need to know about invoice templates, refer to About invoice templates.