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Autotask Workflow Rules | Implementing a Quality Control Process

The Autotask business process goal when an Account Manager closes a Ticket is to send it to Quality Control (QC) where it will be reviewed and approved for sending to Complete status. To create a workflow rule that accomplishes this goal and transfers it to Autotask, follow these guidelines.

Forms will be a key integral component of your workflow rules. Create the following ticket note form entitled Ticket Close in the Forms Template element of Autotask with the following settings:

Then in preparation to close a Ticket, this form will be added as a New Ticket Note using the Choose Template drop-down list:

To transfer this rule to Autotask, in the NEW WORKFLOW RULE window follow these steps:


1.         Add the Workflow Rule Name > (Example: “BP-001 S-001 Ticket Closing Process”)



2.         Set Edited by > Anyone


And the following conditions are met:

3.         Set Queue Name > Equal to > Account Management

4.         and

5.         Set Status > Changed to > Complete

6.         and

7.         Set Status > Changed from > Pending QC

8. Set up a notification associated with the No Reply at your company so that if someone replies to the Ticket, it will bounce.

9.         Save & Close

Check out our quick video reviewing how to create a rule to implement a quality control process:

Remember that workflow rules aren’t just for helpdesk, they can be used for all departments – including account management, sales, accounting, project management, etc.

Before implementing a quality control process, you’ll want to check out our posts on auto-assigning tickets,  defining a business process, and Autotask workflow rules best practices.

To access the full webinar on Using Autotask Workflow Rules to Auto-Assign Tickets, fill out the form below!

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In this webinar, Dustin Puryear, Autotask expert and MSP industry veteran, will show you how to set up Kanban boards in Autotask, integrate them with your workflow rules, and how to get the most out of them.

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