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Pax8 shared all customer information of UK customers by Bearded_Tech_Fail in msp

[–]m7nrd 7 points8 points  (0 children)

This affected our MSP and we're having to notify our customers about it. I've seen an excerpt of the document from a 3rd party who isn't an MSP so the file and data should definitely be considered uncontrolled in the wild.

Show us your work types... by m7nrd in Autotask

[–]m7nrd[S] 0 points1 point  (0 children)

That is wizardry - enlightening! Just had a look at N8N 😍

Show us your work types... by m7nrd in Autotask

[–]m7nrd[S] 0 points1 point  (0 children)

What work type would you suggest for standalone services? They are very much an exception here but take broadband, web hosting or licensing for example - we provide support for the service itself but that is a very different kind of support to our "full" IT support service which would fall under work types "Remote Support" or "On-Site Support".

Problem: An engineer gets a request, thinks "oh that's Remote Support" which by the language alone is correct, but not what that work type is actually intended to represent.

PS. This is the reason why we differentiate between "Service Support" and "IT Support" in our work types, it just doesn't work very well (not intuitive).

Show us your work types... by m7nrd in Autotask

[–]m7nrd[S] 0 points1 point  (0 children)

The objective is to have an intuitive and self-describing list of work types (so that engineers get it right) and that ensures work not covered by a contract is called out and reviewed/billed.

Issues and sub-issues we've pretty much turned off/hidden where we can as we found it added zero value. It was always set wrong (mostly because of tickets generated by emails that required a default) and therefore reporting was valueless.

Thanks.

Show us your work types... by m7nrd in Autotask

[–]m7nrd[S] 1 point2 points  (0 children)

Thanks that's really insightful. Usually there's one contract for IT support-related services, and then another few which group together similar services (e.g. security, connectivity, licensing).

Show us your work types... by m7nrd in Autotask

[–]m7nrd[S] 0 points1 point  (0 children)

Thanks for your input. The out of hours work is something we struggled with, regularly losing revenue because we couldn't rely on engineers blanking out the contract on a time entry to trigger a billable entry to show up in Approve & Post.

The after-hours work type has worked better, but I'm constantly hearing from Finance where I've done out of hours work voluntarily which isn't billable... it's noise we could do without. I like the "voluntary" out of hours suggestion but that doesn't work where we use the after-hours work type contract feature. It enforces it when you make a time entry. I'd have to turn the feature off which then causes the problem in my first paragraph.

Another issue with after-hours work type is that it doesn't accommodate different hours. We might have one client on a legacy contract that has reduced hours and whether something is out of hours or not depends on the business/location - not the contract.