Using Autotask LiveMobile for iOS and Android

Overview

Managed Service Providers (MSPs) need flexibility to manage client demands and get work done while away from their desks. LiveMobile enables Autotask users to access their necessary work while on the go. It is available for iOS and Android users.

What can I do with LiveMobile?

With LiveMobile, you can:

  • Check in on your business anytime, from anywhere. We provide a full dashboard experience right to your mobile device.
  • Access your service calls, tickets, tasks, opportunities, appointments, and to-dos in real-time.
  • Enter your time into Autotask from your mobile device without having to keep a separate record for later reporting.
  • Create and submit expense reports with supporting documentation, right from your mobile device.
  • Schedule appointments and to-dos the moment they come to mind.
  • Search and access your account and contact information on the go.
  • Search and review documentation and Knowledge Base articles.
  • View or edit existing opportunities, or create new ones.
  • Manage your RMM devices from the palm of your hand.

Many sections of the application are fully native, while other areas are connected to our web-based app to give you full functionality. Datto will continue to evolve the application over time to deliver a fully native user experience.

NOTE  To learn more about activating LiveMobile, installing the app, and logging in to your account, refer to Setting up the Autotask LiveMobile app.

IMPORTANT  LiveMobile follows the same security as the main Autotask application. If you do not have access to an entity or a field in Autotask, it will not be available to you in LiveMobile. For example, if your security level does not have permissions to view opportunities, you will not see them in Autotask on the desktop or in LiveMobile.

The following entities and features are available in LiveMobile:

Entity Description
Tickets Under My Tickets, you have access to open tickets assigned to you as a primary or secondary resource. My Queues shows tickets in your queues, grouped by All, Unassigned, and Mine. Ticket Search allows you to search for tickets by number or keyword.
Tasks My Tasks lists all open tasks assigned to you as a primary or secondary resource.
Opportunities My Opportunities lists all your opportunities.  Opportunity Search allows you to search for opportunities by number or keyword. Add new opportunities from either page by tapping the icon in the upper-right corner.
Accounts Search and view all accounts in your Autotask instance. Use the options at the bottom of the account detail page to create a new contact, to-do, note, ticket, quick call, or attachment.
Contacts Search and view all contacts in your Autotask instance. Use the options at the bottom of the contact detail page to create and associate a new to-do, note, ticket, or quick call.
My Calendar View your Autotask calendar. Use the options at the bottom of the page to add appointments, to-dos, quick calls, and submit time off requests.
My Timesheet View and edit time entries on your timesheet. Use the options at the bottom of the page to add regular time or submit a time off request.
My Expense Reports Create new expense reports. View and edit existing ones. You can attach files and photos of receipts to individual expense items.
Documentation Search Search documents and Knowledge Base articles by keyword.
Work List This is the same work list that appears in the desktop version of Autotask. Tap Work List at the bottom of most pages to open it. You can also swipe from the right edge on many pages to access the work list. To add a ticket or task to the work list, use a long-press where the ticket or task appears on a list or tap the more menu on the detail view to access the action buttons on the Quick Action Sheet. To remove a ticket or task from the work list, swipe left on the item on the work list view and select Remove.

The LiveMobile Main Menu is the home page of the application. It's the first screen you'll see after you log in. You'll use the Main Menu to navigate to all of LiveMobile's features.

Across the bottom of the app are the following options. They may not appear in some detail views.

Feature Description
Menu Tap Menu to return to the home page.
Dashboard Your Autotask dashboards and widgets appear here. Where possible, you can drill into the data behind the widgets.
Add This option will allow you to add new items, such as tickets, to-dos, appointments, and CRM notes.
Recent Items The Recent Items page provides a list of the most recent items that you've viewed in the LiveMobile app. Select any item on the list to access it in detail view.
Work List This opens your work list. You can also swipe from the left edge on many pages to access the work list. To add a ticket or task to the work list, use a long-press where the ticket or task appears on a list or tap the more menu on the detail view to access the action buttons on the Quick Action Sheet. To remove a ticket or task from the work list, swipe left on the item on the work list view and select Remove.

The More menu appears at the top of the main menu page. It has the following options:

Feature Description
Settings Select Settings to open the LiveMobile configuration menu on your device.
Help This option launches the Autotask LiveMobile Online Help. An internet connection is required to view the web-based documentation.
Log out When you select this option, you'll receive a prompt asking you to confirm the action. Select Log out to end your LiveMobile session and return to the log in screen. Select Cancel to return to the LiveMobile Main Menu.

Single tap on items in an entity list to open the detail view.

Long-pressing many of the entities where they appear in a list will open the Quick Action Sheet, which contains action buttons related to the selected entity. You may need to swipe to the left or right to see all the available action buttons. The first page is a list of related items you can add to the entity, for example, adding a charge to a ticket. The second page is a set of actions you can perform, for example, adding the item to the work list.

From most pages, you can swipe from the right edge to access the work list. To add a ticket or task to the work list, use a long-press where the ticket or task appears on a list or tap More Actions on the detail view to access the action buttons on the Quick Action Sheet. To remove a ticket or task from the work list, swipe left on the item on the work list and select Remove.

The Edit icon unlocks all of the editable fields.

NOTE  Some ticket fields, such as Organization and Device, are not available for editing on tickets in the LiveMobile application. These fields must be modified in the desktop version of Autotask.

Pressing the Add icon on the ticket detail opens the first page of the Quick Action Sheet. This page contains items you can add to the selected entity.

Pressing the More Actions icon on the ticket detail opens the second page of the Quick Action Sheet. This page contains action buttons you can use to perform common actions.