More Tabs

Maintain Resources

From this tab you can see all your Autotask resources and what restrictions they have on their DDTech. You can also give them Master Admin privileges, which allows them to log in to the Admin Console using their own Autotask Credentials.

You can drill into a resource in order to set account restrictions which would limit DDTech to certain accounts for that resource.
You can also set custom queue restrictions, so that resource will only have access to certain queues.

Resource Settings

Allows you to implement two factor authentication for this resource

Master Admin

Allows you to give the user Master Admin permissions (can log in to Admin Console with AT account). Please note only Master admins can make changes to the DeskDirector Advantage Features.

Resource Queue Security

Allows you to control which queues this resource has access to. It overrides the global filters in Queue Security.

Account Filter

Defines a lost of accounts set up under the Account Filters section. The filter used here defines the list of accounts this resource has access to.

Account Filter

In this section you can create or alter account filters for the DDTech Account filters restrict which types of companies are accessible from DDTech. Default account type is "customer", which means only companies that are paying customers of yours are visible from the various drop downs and list views of DDTech.

At the bottom of this page, you can check out which companies are included in the filter.

Delete Tickets

Due to the fact that there is no practical way to check your Autotask instance for deleted tickets, we need you to tell us which tickets you have deleted if you ever do. Just enter a list of ticket numbers in the delete tickets section. Once these tickets have been deleted, they will no longer show up on DeskDirector.

If you happen to delete a ticket you didn't mean to, just add a note to that ticket in Autotask. Our DeskDirector engine will bring it back in the next sync.

Data Sync

The Data sync tab shows the queries that have been used in the past hours, as Autotask restricts this to 10000 queries an hour.
It also shows the latest sync logs.

Autotask Configuration Items

Allows you to resync the configuration items cache, it may cause other Autotask integrations to stop working for an hour due to the hourly Autotask API query limitation.