Onboarding Checklist
Use this checklist to gather the information needed to configure MSP AI for your environment.
API Credentials
Section titled “API Credentials”Complete the AutoTask API User Creation guide, then provide:
- Username (Key)
- Secret
- Tracking Identifier
Send these credentials to your MSP AI contact.
Queue Configuration
Section titled “Queue Configuration”Triaging Queues
Section titled “Triaging Queues”Which queues should MSP AI monitor for automatic triaging?
- List the queue names: _________________________________
Knowledge Base Queues
Section titled “Knowledge Base Queues”Which queues should the chat/AI have knowledge of when answering questions?
- List the queue names: _________________________________
New Ticket Landing
Section titled “New Ticket Landing”Where do new tickets land before being triaged?
- Dedicated “Triage” queue named: _________________________________
- Other queue named: _________________________________
Excluded Queues
Section titled “Excluded Queues”List any “noisy” queues that should be excluded (e.g., RMM alerts, backup notifications, automated monitoring):
- _________________________________
- _________________________________
- _________________________________
Company Configuration
Section titled “Company Configuration”CATCHALL Company
Section titled “CATCHALL Company”Do you have a CATCHALL company for tickets that don’t match a known contact?
- Yes, named: _________________________________
- No
Triage Workflow
Section titled “Triage Workflow”Triage Signal
Section titled “Triage Signal”What indicates a ticket has been triaged? (This helps MSP AI know which tickets still need attention)
- Status changes from “New” to: _________________________________
- Other signal: _________________________________
Summary
Section titled “Summary”Once you’ve completed this checklist, send it along with your API credentials to your MSP AI contact to complete the setup process.