Team Roles and Custom Resource Roles

In Rocketship, each Team can be assigned a default Autotask Role, which is automatically applied to every Resource (technician) within that Team when they are assigned to a ticket. However, Rocketship also allows for flexibility, as you can override this default Role on a Resource-by-Resource basis to meet specific needs.

Follow the steps below to assign a default Role to a Team and update Roles for individual Resources if needed.

Step 1: Log into the Rocketship Admin Portal

1. Navigate to the Rocketship Admin Portal using your designated admin credentials.

Step 2: Access the Teams Page

1. From the main navigation menu, go to Dispatch & Escalations.
2. Click on Teams to open the Teams management page, where you can view and manage existing Teams and their associated Resources.

Step 3: Assign a Default Role to a Team

1. Find the Team you want to configure and select it.
2. Within the Team settings, locate the Default Role option.
3. Select the Autotask Role that best fits the work your Team will handle. This Role will be assigned to every Resource in the Team as a default.

Note: The default Role is used as the initial Role when assigning Resources from this Team to tickets. You may later override this Role for individual Resources as necessary.

Step 4: Override the Default Role for an Individual Resource (Optional)

To set a different Role for specific Resources in the Team:

1. On the Teams page, locate the Resource you want to update.
2. Click on the Resource’s name to open their details.
3. Under the Role field, select the desired Role from the dropdown list. Changing this from “BLANK” to a specific Role will override the Team’s default Role for this Resource only.

Tip: If you’re unsure which Role to assign, consult with your Service Manager or refer to your organization’s Role guidelines.