Searching and managing devices

SECURITY  Security level with access to CRM and object permissions to add, edit, and delete devices for organizations to which you have access

SECURITY  To request an RMA, Can request RMA Contract security settings enabled.

NAVIGATION   > CRM > Search > Devices > context menu

NAVIGATION   > CRM > Search > Organizations > Organization page > Devices accessory tab > context menu

NAVIGATION   > Contracts > Search > Contracts > context menu () > View Contract > Devices > right-click menu

NAVIGATION  Dashboard > Device drill-in tables and widgets

  • To display a list of all records of a given entity in your Autotask instance, click Search without applying any filters.

Search results containing more than 25, 50, or 100 records (depending on your Records per page setting) are paginated. Use page navigation to view additional results. At most, 5,000 data record will be retrieved at any one time.

The Active filter defaults to Active on the Organization Search, Contact Search, My Organizations, and My Contacts pages, as well as on the global Search by Organization, Contact (First Name), Contact (Last Name), and Contact (Email). The counters in the My menu also reflect only active entities.

NOTE  There are several options for phone number filters. The Phone filter will look for a contains match that includes any characters (such as - or () ) entered in the filter box. The Organization Search and Contact Search pages have a Phone (numbers only) option that will ignore special characters in the filter and the results. It will do a contains search for just the numbers entered in the filter box. The Contact Search page also allows you to do a Phone (Starts With) search. It will search for phone numbers that start with the value entered in the filter box.

The following tool buttons appear above the results list:

Tool Button Description

Many Search pages (but not the widget drill-down tables) allow you to create a new instance of the selected entity. This button is visible before you execute a search:

  • Click New.
  • Contract, Ticket, and Project entities allow you to create several different entity types. Click New and select an option.

For help with populating the fields, refer to the context-sensitive Help of the page that opens.

SECURITY  By default, Export is available to users with Admin security level, and disabled for all others. It can be enabled for other security levels. Refer to Can export Grid Data.

NOTE  When exporting to CSV: To ensure consistent date/time formatting in the CSV output, we strongly recommend that the user’s date/time format settings in Autotask be identical to the Windows date/time format settings of the computer performing the export. This will prevent conflicts in how the software that generates the report interprets the date/time format.

IMPORTANT  Fields related to billing products for devices and contacts will not be exported.

  1. Click the Export drop-down menu and select an option.

    2. Option Description
    In Current Format If you select this option or simply click the Export button, only the columns that are displayed on the search results table will be exported.
    In Import Template Format This option will appear for entities that can be imported. For a list of entities that can be exported in import template format, refer to Importing or updating data.

    If you select this option, all columns that appear on the import template for the entity will be exported. This allows you to clean up or update records in bulk, and then import them again using the Update option.
  1. A window opens that allows you to download and open the exported file.

NOTE  Only the first 5,000 records will be exported.

The Column Chooser allows you to customize search results tables throughout Autotask. It determines the following:

  • Which columns are displayed on the table
  • The left-to-right display order of the columns

NOTE   Column Chooser settings on search results tables and some standard reports are part of the user settings stored on the Autotask server. You can log in from any computer and have your column chooser settings applied to your Autotask session. To clear the data stored in your Autotask instance and reset the column chooser settings to the Autotask default settings, click Reset Settings in My >  Miscellaneous > Settings.

To customize the table, do the following:

  1. Click the column chooser icon above the search results. The Column Chooser page opens.

Columns appear either in the Available Columns or the Selected Columns panel.

  1. Double-click a column name or select one or multiple columns and click the left or right arrow to move columns to the other panel.
  2. To change the display order of the columns, select one or multiple columns in the Selected Columns panel and click the up or down arrows.

NOTE  Top-to-bottom order in the Selected Columns list becomes left-to-right order on the Search Results list.

  1. Click Save & Close.

NOTE  If the characters + # appear after the column name, then that column may have multiple items returned for some rows. If that occurs, the first item will appear in the row followed by + and the number of additional items returned. To display the list of additional items, hover over the item in the column.

Using the column chooser, you are able to display two columns that don't show up on the Device page:

  • Last Activity By: This column displays the name of the resource or contact who made the last update to the device
  • Last Activity Time: This column displays the date and time the last change was made.

Both fields are available as filters on device widgets, and for the date field, the usual date grouping options are available.

For a list of events that count as Last Activity on a device, refer to On a device.

Click the refresh icon to execute the search on the current table again, using the same search criteria to find new records that were added since you first performed the search.

On many search results tables in Autotask, you will see a check box in the left-most column. This lets you select multiple records. Then click the down arrow to open a bulk menu that allows you to perform the same operation on all selected items.

NOTE  Which context menu options are available to you is determined by your security level.

Hover over the context menu icon to access the following options:

Context Menu Option Also available in Bulk Menu Description

General
View Device   Click to open the Device page where you can view all information for the item, including insights from other areas of Autotask. Refer to The Device page.
Edit Device   Click to open the Edit Device page where you can edit all device fields. Refer to Adding and editing devices for more information.

Remove Related Item, Disassociate Child, Disassociate Parent

 

These options are only available on the Related Items table of devices. Depending on the relationship status, selecting one of these options will disassociate the related item without additional warning. Refer to Managing relationships between devices (The Related Items tab).
Set as Reviewed - No Contract Allows you to manage the assignment of a billing contract. Refer to Contract review for devices.
Set as Not Reviewed for Contract Allows you to manage the assignment of a billing contract. Refer to Contract review for devices.
Activate / Inactivate Device(s)

Active devices are available in the Devices data selector page and can be referenced on a new ticket.

However, from the context menu on a device table, you are able to create a ticket for an inactive device.
Delete Device(s) Object permissions are required to add, edit, and delete devices. Deletion cannot be undone.

NOTE  You cannot delete a device that is associated with a ticket, has associated subscriptions with posted billing periods, or is associated with the VSA X or the Datto Network Manager integration.

Other
Copy Device  

Click to create a copy of the selected item. You can copy the item to the same or to another organization. The Copy Device page opens with multiple fields pre-populated. Refer to Copying a device.

NOTE  This menu item will not appear for devices associated with VSA X.
Merge Into Another Device  

Click to launch the Merge dialog box. The selected device will be inactivated. Any fields that have a value for this device, but not for the selected device, will be copied over to the selected device. Attachments will be moved from this device to the selected device, but tickets and subscriptions will not be moved. Refer to Merging entities.

NOTE  This menu item will not appear for devices associated with VSA X.
Swap Device   Replace this device with another.
This option appears only when the Inventory module is enabled. For additional information on the Swap Device Wizard, refer to Swapping a device.
Move Device  

Select to move a device from one organization to another. This option creates a copy of the device for another organization, inactivates the original item for the source organization, and creates a link from the new item back to the original. Refer to Moving a device.

NOTE  This menu item will not appear for devices associated with VSA X.
Update Domain Details (if Category = Domain only)

Triggers a check of the domain details and updates them accordingly. This is useful if you have made changes to the domain (like TXT or MX Records) and want to confirm the changes have been picked up.

This will update the date, time, and resource values in the Last Updated field.

This option is hidden if Domain & SSL Certificate Tracking is not enabled.

Update SSL Certificate Details (if Category = SSL Certificate only)

Forces a check of the SSL certificate details and updates them accordingly. This is useful if you have made changes to the SSL certificate (like TXT or MX Records) and want to confirm the changes have been picked up.

This will update the date, time and resource values in the Last Updated field.

This option is hidden if Domain & SSL Certificate Tracking is not enabled.
New Ticket   Select to create a new ticket for this device. The device will automatically be selected in the new ticket. Refer to Adding, copying, and editing tickets.

Request RMA

 

This option is only available for products that have been marked eligible for RMA.

Select to request a Return Merchandise Authorization (RMA) when a device needs to be returned and a refund issued to the partner. Refer to Requesting an RMA for a device.

Copy to Clipboard

Device ID & Name

Copy the device ID and name to the clipboard.

Device ID

 

Copy the device ID to the clipboard.

Device URL

 

Copy the device URL (link) to the clipboard.

Device Serial Number

 

Copy the device serial number to the clipboard.

Device Reference Number

 

Copy the device reference number to the clipboard.

Device Reference Name

 

Copy the device reference name to the clipboard.

Datto RMM
Datto RMM   You will see this sub-menu only if the Datto RMM Integration is enabled for you. It allows access to Datto RMM tools for tickets and devices that have a Datto RMM Alert ID. Refer to The Advanced Datto RMM Integration.
It will be disabled if the device does not have a Datto RMM device mapped to it.

Datto
Datto   You will see this sub-menu only if the Advanced Datto Integration is enabled for you. It allows access to Datto links for tickets and devices that have a Datto Alert ID. Refer to Using Datto RMM and BCDR tools from Autotask.
It will be disabled if the device does not have a Datto device mapped to it.

LiveLinks
LiveLinks   This menu allows you to access any LiveLinks that have been added to the device. A LiveLink is a link to an external web site or another page within Autotask. To add a LiveLink to a device, use the Installed Product entity type when creating the LiveLink. Refer to LiveLinks for more information on this topic.