Autotask – How to send Password Customers via Ticket UDF

hi everybody want a really easy way to be able to send your customers a password automatically by using a password reset ticket category and user-defined fields if so this video is for you for those of you who don't know me my name is chris tim i'm from a company called Sondela consulting we are msp consultants specializing in helping msps to get the best start of autotask if you like the videos on this channel i'm going to be making a lot more of them i'd really appreciate it if you could like and subscribe and of course ding the bell up there or over there wherever it's going to be to get updated content as it comes out so let's go take a look at how this actually works so what you can see from here is we have an email that we've sent in our customer has sent in to us so you can see you know it's a password reset ticket and the customer has said i need to have my password reset so what will happen in here is we've set this so that when a customer sends us that kind of ticket it automatically comes into order task creates it with a password a ticket category of password reset it also automatically sets um the user-defined field in here to be a no and i'm going to explain to you a little bit later why it's actually doing this so let's say we now want to go ahead and send our customer uh a temporary password so here you can see we have a password field so if i simply edit this ticket and i go into here and i enter in the name of this password so let's call this password you know test1234 now what we can do is when we click on the save button you can see that this says password sent equals no now i've configured a workflow rule to say that it will only send what's inside this field if this password sent drop down is equal to no so once i click on save what this will do is this will trigger the workflow rule and say whatever's inside this field here send that to the customer and then go ahead and change this to a yes the reason i do that is because otherwise if we didn't have a drop down in here that said when to send the contents of this then every time we edited the ticket for anything it would always send them back that password so this is the way we can get around that is to say once we've entered something in there as soon as we click on save it's going to send the password and then it's going to trigger a workflow rule uh to to automatically change that to yes so let's go and take a look at how this works so simply i'm going to hit on save and what this does is you can see we've now sent the customer this password called test1234 and if i simply i simply click this button it's going to give me the ability to you'll see this will eventually change and also i will get back an email in a couple of seconds there you go so i've now got an email saying your temporary password and then this tells me what the temporary password is that's been reset now if we actually go and have a look at this ticket itself and we do a refresh on this you will now see that the password sent field has been changed to yes so let's take a look at how we actually would do this so from the admin module what we're going to do is go into workflow rules and once we go into the workflow rules you can see i've got a workflow rule in here that is setting this exact thing to happen so here's the workflow rule it says when a ticket is edited by anybody and the udf password sent is equal to no then take whatever's inside this uh password in here um or if this sorry if this password field in here is not empty so in other words only trigger this when that is no and that is not empty i.e there has been a password filled in then go ahead and change that field to a yes and if we go back and we look at the notification all we are simply doing at this point is if we click into here we are saying take the contents of that udf and send that to the customer so it really is as simple as that i hope this has been useful for you and thank you for watching and we will see you on the next video