Taskfire: setting up work sharing between sub-organizations
SECURITY Taskfire Administrator 
Taskfire An extension of the Client Portal that lets you manage your own internal help desk. includes support for sharing work between sub-organization Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site. locations.
If your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site. has sub-organizations and you would like to share work with your colleagues at other sub-organizations, let us know. We will set up one of your locations as the parent organization and all other locations as "sub-organizations". This will allow ticket sharing between locations in the Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects..
There are two ways to set this up:
- You can allow resources at the parent organization and sub-organization locations to see and work on parent organization and "sibling" (other sub-organization location) tickets. See Sharing all parent and "sibling" organization tickets.
- Sub-location tickets are shared with the parent organization only. Resources at the parent organization are able to see and work on parent organization and sub-organization tickets. Resources at the sub-organization locations are able to see and work on tickets for their sub-organization only. See Sharing sub-organization tickets with the parent organization.
Sharing all parent and "sibling" organization tickets
This type of work sharing is appropriate if Taskfire users, or Taskfire and Client Portal users, at the parent organization and sub-organizations work as one team. Users at both parent organization and sub-organizations can see and work on tickets for the parent organization and sub-organizations. There is no hierarchy, and request type, queues, and vendors are shared automatically. You assign your internal resources to queues based on their field of expertise.
This type of sharing is enabled by us, your service provider, when we set up the Client Portal for you. You must indicate, for each parent organization or sub-organization separately,
- if tickets are to be visible for Taskfire security levels only
- both standard Client Portal and Taskfire security levels
- or if the Display Parent Organization An organization that can be billed for billable items of another organization (the sub-organization) using settings or parent contracts. Usually used for business entities that have subsidiaries or multiple locations, where one of the locations is the business office. On the Client Portal, parent organization contacts have access to tickets submitted by sub-organizations. & Sibling Organization Tickets setting should be set to No. This allows you to limit ticket sharing to locations where you have resources who need to see the tickets or work on them.
Sharing sub-organization tickets with the parent organization
The second type of sharing will give you more control over who can see and work on tickets, but it is also more limited. Importantly, you will only be able to share tickets with users who are assigned a Taskfire security level. Refer to Security level settings.
This kind of sharing must be set up by the Taskfire Administrator at the parent location. The Taskfire Administrator sets up all shared request types, queues, and vendors.
The Taskfire administrator at the parent organization must do the following:
- Set up all users who will work on tickets with a Taskfire security level. Taskfire users who will only work on tickets for their own location can be associated with that location. Refer to Managing Client Portal users.
- Set up users who will need to see and work on tickets from other locations with a Taskfire security level at the parent organization.
- Go to
> Manage > Request Types, > Manage > Queues, and > Manage > Vendors, and open the request type, queue, or vendor you wish to share. - Select the Shared with Sub-Organizations check box.
After you select this check box and save, the shared request type, queue, or vendor will appear on the drop-down list when a user at any location is creating a new ticket, and it will also appear on the Manage > Request Types page with a check mark in the Shared column to indicate its shared status.
About request types created by the solution provider
Any service request templates we (the solution provider) have created will appear in Taskfire for the parent organization and all sub-organization locations. The template will even have the same name. Some changes can be made by locations, such as assigning a resource and adding auto-escalation rules.
As long as the template remains unshared, the changes remain internal to that location. If, however, the parent organization shares the service request template at any point, all sub-organization location-specific changes are lost, and the parent-shared version replaces the sub-organization version. Conversely, if the template is unshared, all sub-organization location-specific changes are reinstated.
Shared queues will appear on the Tickets menu for all parent organization and sub-organization resources that have been added to the queue (Taskfire resources at the sub-organization will only see their location's tickets and not those of other locations or of the parent organization), and they will send notifications to resources when a ticket for their location has been added to the queue.
Vendors will be available for selection when a resource at a sub-organization or parent organization transfers a ticket.
NOTE The only time you will want an unshared request type (queue, vendor) would be if the location will handle specialized work internally that will never go outside that location.
Severing a parent organization/sub-organization relationship
If at some point the parent organization/sub-organization relationship in Autotask is severed, all sharing settings at sub-organization locations are removed. If at any time the relationship is reinstated, all sharing settings will also be reinstated.