New Administrator Course Book

Administrator
Course and Exercise Manual
Copyright 2013 AtTask, Inc.

All rights reserved.
No part of this publication may be reproduced, stored in any retrieval system, or transmitted, in any form, or by any means, whether electronic, mechanical,
photocopying, sound recording, or otherwise, without the prior written consent of AtTask, Inc. except as permitted by law.
Printed in the United States of America.
July 2013 (rev. 20130829)
How to use the participant workbook

This workbook is designed to increase your knowledge of the AtTask tool. The
margins on the left are indented to take notes and record any ah ha moments
you want to remember as you progress through the course.
To Get the Most From This Course:
our instructor will guide you through the objectives and give examples
Y
throughout the course. Follow along as the instructor demonstrates AtTask
using a real-life scenario.
efrain from distractions. It is best to find a quiet workspace

R
where you can focus your attention fully on the course.
ait until the instructor gives you directions to begin the simulated
W
exercises. Once you understand the concepts, you will be able to complete
the exercises.
Objectives
his training is objective based. Each chapter begins with an objective and
T
explains the specific skill or process you will be able to accomplish once
you complete this course.
Scenario / Simulation
ou will have opportunities to practice what has been taught in a simulated

Y
environment. It is recommended you complete all exercises to allow the
instructor to see if there are concepts that need to be discussed further.
he scenarios present a possible real life use case that relates to the topic
T
discussed.
Table Of Contents
Chapter 1- Organizing Requirements
Determining Requirements
My AtTask Application
6
8
Chapter 2- System Preferences
12
Customer Preferences
System Preferences
Email Setup
14
16
19
Chapter 3 - Customizing
Work Flow Setup
22
Custom Statuses
Chapter 6 - Organizational Setup

Event Notifications
Reminder Notifications
Frequency of Notifications
Email Templates
Audit Trails
Schedule Setup
Creating New Schedules
Roles
Companies
User Groups
Portfolios
Program Creation
Chapter 7- Customizing the AtTask

Interface
28
Preferences for Projects

Preferences for Tasks & Issues
29
33
Modifying Access Levels

Layout Templates
Chapter 8 - User Setup
Timesheet Preferences
Hour Types
Recurring Timesheet Profiles
Bulk Timesheets
Expense Types
Exchange Rate Preferences
54
56
57
58
60
61
62
64
67
69
72
75
24
Chapter 4 -System Preferences:

Work Setup
Chapter 5 - Time and

Expense Preferences
53
36
37
41
43
46
48
50
Importing Users and

Adding User Accounts
Email Notifications
Teams
Done Button
77
78
83
102
103
104
108
109
110
Issue Management Overview

Request Queues
Queue Properties
Routing Rules and Queue Topics
Routing Rules
Queue Topics
Chapter 10 - Consistency
112
113
120
121
Approval Processes
Viewing Approval Details
Best Practices for Approvals
Reviewing Items
Awaiting Your Approval
Global Reports and List Controls
Shared Reports
List Controls
Custom Forms
122
126
127
128
130
Chapter 11- AtTask Support

& Services
134
87
88
96
97
100
135
136
139
140
141
AtTask Community
Education Services
Support Services
Consulting Services
Customer Success Program
Chapter 9 - Request Queues and

Internal Support Systems 101
Chapter 1
Organizing Requirements
Objectives
After completing this chapter, you will be able to:
evelop questions to ask during the

D
Discovery Phase
Identify common system requirements
Determining Requirements
Successful implementations of AtTask require translating
requirements into system configuration choices.
Often there is more than one right way to configure AtTask to
achieve goals. However, along the way you also need to consider a
balance between the simplicity and accuracy of data generated and
stored in the system, and how it is accessed.
The purpose of this chapter is not to train you on how to make all
the decisions you will need to make during implementation this
is something an AtTask Consultant can do. Rather, this chapter
identifies questions you should be asking during the Discovery
phase of your AtTask implementation. It also provides a list of
common requirements; this list of requirements will be used
throughout the course as administration topics are presented.
If your organization is working with an AtTask consultant, you
will become very familiar with the AtTask Implementation
Methodology. The implementation methodology is designed to
add a single existing process and/or key project(s) into AtTask. By
the end of your initial implementation, you will have configured
AtTask to meet the requirements of your processes or project(s).
Whether using an AtTask consultant or not, you will need to follow
these steps in some form to successfully implement AtTask.
This course is not designed to make you an expert in each facet
of the methodology. Instead, it will focus primarily on some of the
design and configuration activities you will do.
Chapter 1Determining Requirements
Understanding AtTask Relationships
There are two primary AtTask components: People and Work.

Nearly everything in the system can be directly connected to
one or both of these components.
This is not meant to illustrate a comprehensive diagram

of all the relationships to AtTask objects on the people
profile.
This is not meant to illustrate a comprehensive diagram

of all the relationships to AtTask objects for work.
As you begin implementing AtTask, you can usually categorize

each security, process or other requirement as a People or Work
requirement.
Chapter 1Determining Requirements
Storyline
You have been assigned to set AtTask up for your organization, and are designated as the system administrator. Your responsibilities
include setting up your organization's instance of AtTask to make sure it works within the organization's defined processes.
Asking the Right Questions

The following represents the types of questions you should ask
your implementation team and other stakeholders. This list is not
comprehensive.
Initiative Review
What problems are you trying to solve that prompted this

initiative?
What are the strategic questions you hope to answer through

purchasing AtTask?
What metrics have been established to determine the

success of implementing AtTask?
Business Processes/Project Management
How are projects managed today? Include any

documentation or illustrations for clarification.
With regards to project management, what does the ideal

future state entail?
What constitutes a successful project management

implementation?
Identify current projects you will be migrating into AtTask.

What application or tool are they currently stored in?
Do you have a diagram or documented work flow for each

project defining the process, tasks, resources, and flows?
Chapter 1Asking the Right Questions

Continued...
Resource Management
How are resources managed today? Please include any

documentation or illustrations for clarification.
What constitutes a successful resource management

implementation?
Issue Management
Will you be tracking issues against projects in the system?
Please describe the desired process of how project issues

should be handled in the system.
Will you be using AtTask as a help desk or issue management

system outside of projects?
Please describe the requirements of how you would like this

process handled in the system.
10

Continued...
Business Users
Which departments/divisions will be involved in the initial

roll out? Which additional departments will be involved in
the final roll out?
How many unique processes will be involved in the initial

roll out? Final roll out?
When are you expecting to roll out your first process to the
implementation team? Each additional process?
How many users will need to be trained in the initial roll

out? Final roll out? (Please segment users into the following
groups, Administrators, Project/Program Managers, End
Users, and Executives.)
Can you provide an organizational chart that defines the

user community with locations?
Reporting
Describe in detail all the reports you plan to generate in

AtTask by group/department.
What dashboards are required for the Executive team to

improve visibility and management capabilities?
Other
Describe additional requirements determined by your

desired work flow and/or corporate culture that may impact
your AtTask configuration.
11
Chapter 2
System Preferences
Objectives
Identify System Preferences
Setup password and security Preferences
Establish Email Preferences
12
System Preferences
Primary Audience
Top Pains
AtTask Tool
Primary Benefit
Administrator
In the past, your organization has had a high number of hackers gaining entry into your system, and accessing
sensitive information. Since your organization has many well-known, national clients whose information is
extremely confidential, you need more security and passwords with a higher complexity.
General Preferences, HIGH password complexity requirement and Incorrect Password Timeout Function.
A higher password complexity requirement will make your organization more secure. There is also an
automatic account freeze period that is triggered after five consecutive failed log in attempts.
13
Customer Preferences
The Customer object represents your organization, an AtTask,
Inc. customer. Several global options appear in this area of the
application.
System Administrators can access and make modifications to
their Customer profile by going to:
Setup System Customer Info
From the Customer Info area, click the Edit Customer link in the
left side bar. The primary fields of importance are Time Zone,
and Locale.
Time Zone
This field represents the default time zone for your organization.
It will be the selected time zone as new users are created, but
can be modified for each user. It will set the outgoing date/time
format for the company.
Locale
Supported Languages
English
French
German
Spanish
Japanese
Chinese
The Locale field controls the date and number format used in
outgoing email messages. The value selected here acts as a
default for new user creation, but can be modified on a user-byuser basis so individuals in remote offices can view dates and
numbers in conventional formats familiar to their countrys
language. The Locale also controls the language format of
outgoing emails. The list of supported languages is provided.
Chapter 2Customer Preferences
14
Practice
Exercises
1.Set the default timezone for new users to Eastern (US)
Timezone.
2.Set the Locale to English (United States).
3.Make note of the values for these settings you will use in
your account of AtTask.
Use the space below to identify the settings you will use in your
account of AtTask:
Timezone
_____________________________
Locale
_____________________________
Chapter 2Customer Preferences
15
System Preferences
Preferences addressing system security are located in
the Systems area. All AtTask users will be impacted by the
preferences established here.
System Preferences include both Security and General
Preferences for your company. This area is only accessible to
users with System Administrator access.
To access the System Preferences area click:
Setup System Preferences
Security
Passwords
As System Administrator, you have the ability to set the
password complexity, frequency of password resets, and lockout
length for incorrect password submissions.
All users are required to use passwords that are not a
recognizable dictionary term.
If using LDAP or SSO, password requirements will be dictated by
your active directory configuration.
Access
The System Admin determines if users can access AtTask on
Mobile devices, how users will collaborate with external users,
and browser security.
When working with external users (collaboration package
required) you can require external users to set a password
should they log into AtTask.
Chapter 2System Preferences
16
General Preferences
Help URL
When users access Help in AtTask they are automatically routed
to help.attask.com. However, the default destination can be
overridden, sending users to a location better suited for your
organization.
Document Integrations
The System Admin can enable which document integrations
are available for users. Users will link their specific account by
providing permission between their account and documents.
Chapter 2System Preferences
17
Practice
Exercises
1.Set the password complexity to require 3 characters,
passwords to be reset after 60 days and lock people out
of the system for 30 minutes if they provide an incorrect
password 5 consecutive times.
2.Identify the settings for the following System
Preferences fields that you will use in your account of
AtTask:
Password Complexity
Incorrect Password Timeout
Session Timeout.
Use the space below to identify the settings you will use in your
account of AtTask:
Password Complexity
______________________________________
Incorrect Password Timeout
______________________________________
Session Timeout
______________________________________
Chapter 2Practice Exercises
18
Email Setup
SCENARIO
Your company has decided to enable replying to
comments via email. You want to display comments as
close to real time as possible.
It has been decided that all system-generated emails
should come from the following email address:
attask@yourcompanydomainname.com.
The Email Setup page controls:
Incoming Mail preferences
Outgoing Mail preference
Access the Email Setup page by going to Email Setup
Incoming Mail
Comments on a work item (issue, document, task, etc.) can be
replied to within AtTask or from an email message notifying the
user of the comment.
To utilize replying to comments in an email, the system admin
will need to enable this feature and indicate the POP account to
store these communications. The System Admin can indicate
how often the POP account will be checked by AtTask. The
shorter the time frame used the more comments will display in
real time in AtTask.
Chapter 2Email Setup
19
Outgoing Mail
System Email Address
This field is the From address for most emails sent from AtTask.
It is suggested this value is changed to something end users will
recognize as coming from an AtTask account.
Suggested Value: attask@companydomainname.com
Sending Emails
Users can utilize the AtTask mail server (default option).
Alternatively, if preferred, your companys mail server may be
used.
Testing
Testing both POP and mail server settings is encouraged to
confirm configurations.
Note:
Default Port should be set to 25, and 465 if SSL is enforced. It
should be grey when the default is not changed.
Chapter 2Email Setup
20
Practice
Exercises
1.Update the system email address field to use the
following address: attask@yourcompanydomainname.
com.
2.Set up a POP Account: use Notes@yourcompany.
com, Username- AtTaskNotes, server-Mail, Password=
PassWord .
3.Set up all outgoing emails to use the AtTask mail Server.
21
Chapter 3
Customizing Work Flow Setup
Objectives
Configure AtTask to match existing work

flow terminology through custom status
labels.
22
Customizing Workflow Setup
Primary Audience
Administrator
Top Pains
Several departments of your organization have a different lingo for what they call in-process work, planning
work and finished work. You have to remember who youre talking to and what department they are from. You
need a way to standardize it.
AtTask Tool
Custom Statuses
Primary Benefit
Establishes a standardize method for referring to the work flow process.
23
Custom Statuses
SCENARIO
Your organization has decided to relabel some of the task status options and
add two additional task options. The hope is to translate this part of AtTask into
terminology your team members are already familiar with and to support your
unique process for identifying tasks that will not be completed.
Modify the task statuses to reflect the following requirements:
Previous Statuses
New Names
New Statuses
Equates With
New
Not Started
New
In Progress
Started
In Progress
Complete
Finish
Complete
On Hold
In Progress
Canceled
Complete
AtTask allows administrators to customize the status options

presented on Projects, Tasks, and Issues.
This customization provides flexibility to an implementation
team in defining statuses to meet an organizations unique
needs and vocabulary. It is strongly recommended that custom
statuses are set up prior to a general roll-out of the software.
System Administrators can set these preferences by going to:
Setup Processes Configure Status
1.Navigate to the Configure Status page and click the Task
Statuses button.
2.Click the cell that reads New, and input Not Started.
3.Choose the cell that reads Add a new status, and input
On Hold.
4.Select a color to display the status on reports.
5.In the Key column, input ONH and change the Equates
With value to In Progress.
6.Click into the cell that reads Add a new status, and input
Canceled.
7.Select a color to display the status on reports.
8.In the Key column, input CAN and change the Equates
With value to Complete.
9.Save all changes.
Chapter 3Custom Statuses
24
Issue Status
There are four issue types in AtTask: Bug Report, Change Order,
Issue, and Request. These issue types can be reclassified to
meet the needs of issue management for your organization.
Renaming issue types allow the further development and
support of managing issue statuses. There are three statuses
that cannot be configured (New, In Progress, Complete). When
setting up Issues statuses, flexibility exists to change the
remaining seven statuses to meet your organizations naming
and use needs.
Project
Task
Issue
Approved
Complete
Awaiting Feedback
Complete
In Progress
Cannot Duplicate
Current
New
Closed
Dead
In Progress
Idea
New
On Hold
On Hold
Planning
Reopened
Rejected
Resolved
Requested
Verified Complete
Wont Resolve
25
Custom Priorities and Severities

Project, Task, and Issue priorities (and severities) can be updated
on the Configure Statuses page. The foundation for updating
priorities and severities has already been covered.
There are a few distinctions when updating Priorities and
Severities. Unlike Status, pre-built options can be both deleted
and hidden. Priorities and severities cannot be completely
removed; at least one must be available in AtTask.
The order of displayed statuses can be reordered in the dropdown menu. The options can be dragged and dropped into the
order best displayed on a project, issue or task.
As the System Administrator, you are able to define the default
priority/severity. Using the Default Priority drop down, you can
set the priority or severity that will display on work items.
26
Practice
Exercises
Rename or add several status options, priorities, and severities for the Issue object.
1.Status:
Change Wont Resolve to As Designed
Add a status Escalated
Once changes are complete, go to an issue on the Cruzer Project and observe the changes.
2.Priorities:
Change None to Code White
Change Low to Code Blue
Change Normal to Code Yellow
Change High to Code Orange
Change Urgent to Code Red
Change the colors to match.

3.Severities: Change all values to reflect customer impact,
No Customers
One Customer
Several Customers
All Customers
27
Chapter 4
System Preferences: Work Setup
Objectives
Access Preferences for Projects, Tasks and

Issues to set defaults for new project and task
creation.
28
SCENARIO
When creating new projects, your organization wants all projects to
begin in Planning status.
Preferences for Projects

The Project Preference page impacts the properties of projects
and their sub-units (tasks and issues).
When defined well, project managers can spend less time
setting these values as they create new work items and can get
right to planning.
Administrators have the ability to set global preferences for
project work, which cannot be overridden when creating work
items.
This section presents a number of scenarios and suggests
alternative defaults from those shipped with AtTask. The
instructions for completing each scenario assume you already
know how to navigate to the Preference page.
Access the preferences page by going to:
Setup Project Preferences Projects
Project Status
To Set the Default Status of New Projects
1.Open the Project Preferences section on the Setup area.
2.Select and open the Project Status drop-down.
3.Select the Planning option.
Calculating Percent Complete

A Projects or parent tasks percent complete is based on the
overall progress of tasks. This information can be calculated
based on either Duration or Planned Hours of tasks. For
example, using duration will factor each task on the project to
determine the overall percent complete for the project or each
subtask for the parent task.
Chapter 4Preferences for Projects
29
Condition
SCENARIO
Your organization wants to have a consistent method of observing the
condition of projects. Set your project preferences to create consistent
visibility for project conditions. Update the Condition field to support this
request from Executives.
This option allows users to control setting the condition of a

project (On Target, At Risk, In Trouble) or having AtTask set the
condition (progress status) automatically based on the projects
progression on the timeline.
Create Baseline Automatically

When projects are created from a template or when the status
changes to Current, AtTask will automatically create a baseline
(snapshot) of task and project details.
To Enable Automatic Baseline Creation

1.Open the Preferences section, Projects area.
2.Under the Project Status section, locate Create Baselines
Automatically.
SCENARIO
As already identified, projects will be created in the Planning
status. While in this phase the WBS will be planned.
When the project status is changed to Current, you want the
system to create a baseline automatically. The baseline will be
used to measure current progress and scope creep against the
originally approved plan.
3.Select the check-box to activate the option. Save your

changes.
Calculate Performance Index

System administrators can set whether Hours or Costs recorded
on projects will be used to calculate the Earned Value Metrics
such as Cost Performance Index (CPI) and Estimated Actual
Cost (EAC). For example, if hours are used make sure costs are
either associated with job roles (best practice) or with each user.
30
SCENARIO
Your organization wants to have all new projects scheduled based on the
start date of a project. Set your project preferences to create consistent
project timeline creation. Update the Scheduling of Project Dates to
support this desire.
Timelines
Schedule Mode for Projects
This sets the default date that project schedules are based on
when they are created. Using Start Date, new tasks will default
to the As Soon As Possible task constraint and project managers
will be prompted to provide a Planned Start Date for the project.
Using Completion Date, new tasks use the As Late As Possible
task constraint and project managers are prompted to provide a
Planned Completion Date for the project.
Automatically Recalculating Project Timelines

When projects are created, the timelines can be adjusted to
account for changes. Admins can determine when this will
happen for projects in your system. Project Managers will
be able to recalculate a timeline manually, or choose to run
automatic recalculations as conditions are met.
Multiple Users Assigned to a Task

SCENARIO
As already identified, projects will be created in the Planning
status. While in this phase the WBS will be planned.
When the project status is changed to Current, you want the
system to create a baseline automatically. The baseline will be
used to measure current progress and scope creep against the
originally approved plan.
In a collaborative work environment it is not uncommon to

assign more than one person to complete a task. Users can
have unique schedules from one another (personal time, daily
schedule, etc.). In these situations, the System Admin will
indicate to AtTask which schedule to use in the event there is a
conflict between multiple users schedules on a task. Either the
project schedule can be used or the Primary user assigned to
the task.
Timeline Calculations
System Administrators can set the number of hours in a typical
work day (8 hours is the default). They can also set the standard
work week for their organization. AtTask is set to 5 days by
default. These values will be used in planning projects.
31
SCENARIO
Individuals initiating Project Requests want a simple interface that does
not include unnecessary tabs. According to the project management best
practices you have adopted, project initiators will not be using the Goals
component of the Business Case, but they will need to access the Custom
Data form. Update the Preferences to reflect these requirements.
Business Case
Default Business Components
These preferences determine which tabs are visible on the
Business Case form.
Life after Death

SCENARIO
Your organization has decided it does not want to allow users
to delete issues or tasks from complete or dead projects. Your
organization does want to allow editing issues, adding documents
and templates to completed project. Using Project Preferences
establish these guidelines for your organizations projects.
As a System Administrator, establishing preferences sets your

organizations rules regarding what will happen to Task; Issues,
Documents, and other data with a project after it has been
marked as Complete or Dead.
The rules established will determine what users can update or
remove from a project once it is no longer active.
32
SCENARIO
You want to create consistency in project planning by establishing
that all new tasks created use the same start date based on the
projects start date.
Your project managers have indicated that when they create tasks
they want to quickly assign a resource and independently control
the duration and effort required to complete the task.
Preferences for Tasks &

Issues
New Task Defaults
Start Date on New Tasks
As System Administrator, set the default start date for new
tasks. New tasks start date can be based on the day the task was
created or the projects planned date (Start or Completion) .
Duration Type
Business analysts need to produce financial estimates based on
the amount of effort planned for tasks and the number of hours
actually recorded. Specifically, business analysts want to derive
revenue and cost estimates from the rates defined on the user
profile. Change the Revenue Type field to User Hourly.
A tasks Duration Type controls the relationship between the

number of resources (and their percent allocation) and duration
or total effort for the task.
Revenue Type
This field is used to calculate planned and actual revenue
estimates for a task. When Revenue Type is set to Not Billable,
the hours planned and actual hours recorded will not generate a
revenue estimate for the task. In addition, work on the task will
not contribute to project-level revenue.
Cost Type
This field is used to calculate planned and actual cost estimates
for a task. When set to No Cost, hours planned and actual
hours recorded will not generate a cost estimate for the task.
Furthermore, work on the task will not contribute to projectlevel costs.
To Set the Default Revenue and Cost Types for New Tasks
1.Open the Tasks & Issues preferences section.
2.From the New Tasks Defaults section, locate and expand
the Revenue Type field.
3.Select the User Hourly option.
Chapter 4Preferences for Tasks & Issues
33
Issues
SCENARIO
Your organization wants to allow primary contacts to access issues after
they have been converted to both tasks and projects. Furthermore, you
want to see when task and issues are actually started and completed.
Update the Tasks & Issues preferences to reflect the information your
organization wants to have in place for users.
Organizations can establish rules for working with issues.

For example, an issues status can automatically mirror that
of a resolvable object (e.g. if converted to a project or task). In
addition, when converting Issues (to task or project), you can
determine if the originator of the issue can retain access to the
new item.
Setting these options as part of global preferences creates
consistency, while helping to ensure they are maintained
throughout your organization.
Actual Dates
When a user creates or completes a task (or issue) rules are
established to indicate what the desired dates for these items
should be. For instance, your organization wants to track all
information in real time, managers want to know the actual start
date of a task and have that information reported rather than
using the planned start date.
Chapter 4Preferences for Tasks & Issues
34
Practice
Exercises
Establish your organizations preferences in the Setup Area.
1.New projects status should reflect projects in the idea
status.
2.Your organization wants to create baselines
automatically and schedule projects based on start date.
3.Your Project Managers will not be using the Goals
feature on the Business Case. Update the Business Case
area in the Project Preferences to reflect that change.
4.Allow users to delete Tasks and Issues after a project has
been marked complete.
5.When new tasks are created, they should be based on the
day the task was created.
6.Establish your revenue and cost types to reflect your
focus on roles.
7.Automatically have issue status match the resolvable
object.
35
Chapter 5
Time and Expense Preferences
Objectives
Update Timesheet Preferences
Set Hour Types
Establish Recurring Timesheet creation
Set Expense types and Multi-currency

support
36
SCENARIO
People accessing timesheets need the ability to:
Record time at the project level
Record future time
Record expenses toward work items
Some options are set by default for AtTask accounts. Review the options in
the Timesheets & Hours Preferences. Where the option is not set according
to the requirements listed above, update the setting.
Timesheet Preferences
An important part of preparing timesheets for end users is
setting Timesheet and Hour Preferences.
These preferences will determine the fields that appear on each
timesheet.
To set timesheet preferences go to:
Setup Timesheet > Preferences
To Update Timesheet and Hour Preferences

1.Navigate to the Timesheet page.
2.Locate the preferences section containing the field that
needs to be enabled or deactivated.
3.Select the check box next to the field. A check enables
the item; removing a check disables the item.
4.Click Save.
Chapter 5Timesheet Preferences
37
General Preferences
These fields will allow System Administrators to determine
what users see on their timesheet or are able to do with their
timesheet.
Log hours directly on projects

This field activates the ability to log time on a project (via
updates tab and a timesheet). If users are not recording time at a
project level, keep this option unchecked.
Log Hours on projects that are complete.

This field allows users to record time on a project that has been
marked complete in the system. If this option is disabled, users
will not be able to record time for the work they have completed.
Log hours on projects that are complete

Like the previous preference, if enabled users can log hours on
projects in the dead status.
Log hours on future dates

When enabled users will record future time on a timesheet or
on an item). Organizations may wish to have users record time
on a task or issue in the future because they will be away from
the office.
Add expenses from a timesheet

This field enables users to record both time and expenses while
they are in the timesheet.
38
Pre- Populate Timesheets

Pre Populate timesheets with work
Typically, planned tasks and issues will display during the time
frame of the timesheet. System Admins can extend the time
frame to include planned tasks and issues up to four weeks
outside of the timesheets date range in either direction (before
or after).
Pre Populate Timesheets with...

Completed
If multiple resources are typically assigned to a single task, it is
recommended this value be set to Yes. This means when one
resource records time against the task and marks it as complete,
the other resources assigned to the task will still be able to view
the item on their timesheet to record hours.
Planned Dates
When set to Yes the timesheet will include tasks and issues that
have either a Planned Start Date or Completion Date that falls
within the time frame of the project.
Projected Dates
When set to Yes the timesheet will include tasks and issues that
have either a Projected Start Date or Completion Date that falls
within the time frame of the project, even if the planned date of
the issue or task falls outside of the timesheet date range.
39
Practice
Exercises
Set up Timesheet and Hour Preferences for your organization
using the provided test environment.
1.Your organization wants to record time on projects.
2.Your organization wants to log hours on future dates.
3. Y
ou want to have timesheets display work within 3
weeks of the timesheets dates.
4. Y
ou want to have timesheets display work with both
planned and projected dates within the timesheets date
range.
40
SCENARIO
Your team of business analysts wants more information about the
hour-based reports generated from AtTask. Specifically, they want
to know how people are spending their time. They have requested
the following hour types be added to the system so they can look for
trends of what people are doing to complete tasks:
Meeting Time
Research Time
Travel Time
They want to use the default Task Time hour type shipped with
AtTask to collect work that cannot be tied to Meetings, Research, or
Travel time.
Hour Types
An Hour Type is a label that allows System Administrators to
categorize an hour entry. Depending on reporting requirements
for hours, this may be an essential step.
Customizing hour types or building a list of available hour labels
will provide consistency in reporting. Alternatively, Admins can
instruct end users to be consistent in recorded hour comments.
Timesheets provide a list of General Hour types, which let your
users track hours not related to projects or tasks. You can also
create a project-specific hour type. This hour categorization
allows organizations to further identify hours entered for the
project time and its associated tasks and issues.
Custom hour types (both project-specific and general) are created
and managed by going to:
Setup Timesheet and Hours Hour Types
To Create the Meeting Time Hour Type

1.Navigate to the Hour Types page.
2.Click the Add More Hour Types link below the table.
3.Input an Hour Type name (Meeting Time).
4.Change Scope Value to Project Specific.
5.Change Count As Revenue to No.
6.Click Save.
The Scope field is used to identify hour types from the generic
(general) option or one that is tied to projects and tasks.
Chapter 5Hour Types
41
Explanation of Fields
Hour Type
Enter a name for the hour type in the Hour Type field (this is
required). The value entered here displays as the hour type label
on hour entry and hour reports.
Description
Enter a description, as needed.
Scope
Scope field controls whether the hour type created is used for
General Hours or project specific. This means the label will be
available at the project, task, and issue hour-entry screens.
Count As Revenue
The Count As Revenue radio button indicates if the revenue
preferences defined on a task should be ignored when the hour
type is coupled with hour entry.
Is Active
Checking the Is Active check-box will make the hour type
active. This provides the same result as clicking the Enable light
bulb icon from a list of hour types.
Chapter 5Hour Types
42
SCENARIO
Users in the Marketing department need a timesheet profile to
generate timesheets on a weekly basis. These timesheets should be
approved by Jennifer Campbell.
Users in the IT department need a timesheet profile to generate
monthly timesheets. As a cost center, ITs work does not need to have
the same degree of oversight, so no approver is necessary.
Recurring Timesheet
Profiles
Recurring timesheet profiles automate timesheet creation.
The timesheet profile identifies the duration of the timesheet
based on normal pay period types (Weekly, Bi-Weekly, SemiMonthly, and Monthly). When the profile becomes associated
with a user, AtTask generates new timesheets automatically,
reducing the administrators need to create new timesheets
each pay period.
To access this Recurring Timesheet area go to:
Setup Timesheet and Hours Recurring Timesheets
To Create the Marketing Timesheet Profile

1.Navigate to the Recurring Timesheet Setup page.
2.Click the New Recurring Timesheet button from the
tool-bar.
3.Provide a name for the profile (Marketing Timesheet
Profile).
4.From the Pay Period Type field, select the Weekly option.
5.Select the date you want the system to begin generating
timesheets. (Select last Saturdays date).
6.In the Approver field, search for and select Jennifer
Campbell.
Adding the Recurring Timesheet Profile to user profiles can be
done either through individual edits or through a bulk edit.
Chapter 5Recurring Timesheet Profiles
43
Recurring Timesheet fields

Name
Enter the name of the profile in the Name field. This is a
required field.
Description
Enter a description to identify to other administrators the
purpose of this recurring timesheet profile.
Recurring (Pay Period Type)

Choose a pay period type from the Pay Period Type menu. The
default is Monthly. However, you can also choose Weekly, Biweekly, and Semi-monthly.
Starts On
The Period Starts On will change depending on the pay period
Weekly and Type.
Start Date
Enter an Effective Start Date in the field, or click the calendar
icon to choose a date.
Approver
Choose an approver from the Approver drop-down. An
approver has the authority to approve or reject a timesheet after
it is submitted. Click the search icon to find an approver that
does not appear on the list.
Select General Hours

From the Select General Hours menu, select one or more
general hour types to appear on the timesheet. Use the Control
(Windows) or Command (Mac), and Shift keys to select multiple
hour types.
44
When to Create Multiple Recurring Timesheet Profiles

Generally, approvers are not project managers. They are
typically a functional manager or an HR/Payroll representative.
By not selecting a general hour type, such as sick time, all
available general hour types will display by default.
When to create Multiple Recurring Timesheet Profiles:
When there are unique pay periods
When there are unique approvers
When there are unique general hours
45
Bulk Timesheets
Recurring timesheets are a great way of tracking time on a
regular basis. However, your organization may choose to
only track time as the occasion arises. Using Bulk Timesheet
creation allows for the use of a one-time timesheet for users.
To create these unique timesheets, Admins will navigate to the
timesheet page. Its important to keep in mind that only one
timesheet at a time can be active for users, so both recurring
and bulk timesheets (or any combination) cant be used with
simultaneous dates.
To access Bulk timesheets go to:
Timesheets > All Timesheets > + New Timesheet
How to create a one-time Timesheet Profile:

1.Navigate to the timesheet page.
2.Select the All Timesheets tab.
3.Click on the + New Timesheet button.
4.Input who will use the timesheet.
5.Provide start and end dates.
6.Assign approvers, if needed.
7.To save the timesheet, select Create Timesheet.
Timesheet Administrators come to the timesheet area to search
for timesheets. Direct all timesheet approvers to find and review
timesheets in the Timesheet area.
Chapter 5Bulk Timesheets
46
Practice
Exercises
1.Add the following project-level hour types to the system,
so that Project Managers can better track how employees
are using their time:

Meeting Time
Travel Time
Research Time
2.Create two recurring timesheet profiles. One for
the Marketing department and another for the IT
department.
3.Set Jennifer Campbell as an approver for Marketing and
Ray Andrews as an approver for IT.
4.Set the Marketing timesheet to generate on a weekly
basis and the IT timesheet to generate on a monthly
basis.
5.Create a one time use timesheet for Jennifer for this
week. Marc Lewis will be the approver.
47
Expense Types
Expenses represent non-labor costs on tasks or projects.
The image displays a list of expenses that have been planned
and recorded for the Cruzer Web Site project.
The Expense Type is a label that is used in reporting. It will allow
managers to look for patterns and consistently see how money
is being spent from project to project, or across projects.
AtTask has built-in expenses which cannot be modified or
deleted.
You have the ability to create additional expense types to
support your financial reporting needs. Custom expense types
can be managed and created by going to:
Setup Expense Types
To Create the Mileage Expense Type

1.Navigate to Setup and select Expense Types.
2.Click Add More Expense Types.
3.Input the name for the expense type.
4.Select the Miles option from the Calculated Units field.
5.Input the rate per mile.
6.Click Save.
Chapter 5Expense Types
48
Expense Type
Provide a name for the Expense Type. Expense labels are
defined by the implementation team or by your Finance
Department.
Calculated: Units and Rate

When set Miles, Kilometers, or Other, the expense form will
prompt for a numeric unit that will be multiplied by the rate
specified.
Chapter 5Expense Types
49
Exchange Rate Preferences

AtTask is designed to support multiple currencies within
a project. Exchange Rates are accessible by the System
Administrator and users with appropriate editing rights for
exchange rates.
In order to set exchange rates on a project go to:
Project Preferences > Exchange Rates
More than one currency needs to be present in order to

adjust currency on a project.
Any newly created project will default to the base

currency defined in Setup.
A projects currency cannot be changed if there is already

financial information on it.
Rates are used for labor cost and revenue calculations and
will be used in the future for reporting purposes.
By default, all full license users have access to view

currencies and exchange rates. System Administrators
need to grant a user Edit Exchange Rates access to set
specific rates on projects.
On any list, objects related to the project will be shown

using the project currency code. Any fields not related
directly to the project (e.g. User rates, Job Role rates, etc.)
will be shown in the system default currency.
Chapter 5Exchange Rate Preferences
50
To Create the Exchange Rates:

1.Navigate to Preferences for Exchange Rates.
2.Click the Add Currency button.
3.Input the name for the currency.
4.Select the exchange rate.
5.Click Save.
Chapter 5Exchange Rate Preferences
51
Practice
Exercises
1.Add a new Expense Type called Mileage, so that
individuals can record mileage on project-related
activities.
2.Set Exchange Rate Preferences to reflect the most
common way to calculate and look at revenue in your
organization.
52
Chapter 6
Organizational Setup
Objectives
Identify and set up Notifications
Establish schedules
Establish Job Roles for assigning resources

to work
Create companies and know how they are

used on user profiles
Map the groups object to departments in

your organization
Distinguish between Portfolios and

Programs
53
SCENARIO
As an implementation team (in discussion with your project managers) you
decide project managers should receive an email when
Issues are added
Milestone tasks are completed
Tasks progress status changes from On Time to Late to the projects

they own
Event Notifications
Event Notifications allow administrators to turn on email
notifications for users. When Event Notifications are enabled,
AtTask adds the item to the email notification list for users.
Each person has the ability to turn off individual notifications to
match their preference for emails they receive from AtTask.
System Administrators will want to consult with Project
Managers and Executives to identify which email notifications
best meet your organizations needs.
The Event Notifications area is accessible to users with System
Administrator access by going to:
Setup Email Notifications Event Notifications
Chapter 6Event Notifications
54
A partial list of the available Event Notifications is shown below.
To Activate the Event Notifications

1.Navigate to the Event Notification page.
Name
Description
All Predecessor Task Completion to Task

Dependents
When all predecessor tasks have been

completed, the assigned resources for
dependent tasks will be emailed.
Milestone Task Completion to Project

Owner
Task Progress Change to Project Owner
Unassigned Issue Added to Project Team
Approval Decision to Object Assigned To
Object Pending Approval to Approvers
When a task designated as a milestone

is completed, the Project Manager
receives an email. Other options send
the notification to the entire team or the
Project Sponsor.
When a task on a Current project regresses
from the On Time to At Risk, Behind or
Late progress status, the Project Manager
will be notified. Another option emails the
assigned resource.
When an issue is added to a Current
project and no user resource is assigned to
it, the entire project team will be notified.
When a project, task, or issue has an
approval attached to it, AtTask emails the
assigned resource when the work item is
approved or rejected.
When a project, task, or issue has an
approval attached to it, AtTask emails the
designated approvers to inform them a
work item is awaiting their approval.
2.Locate and select the check boxes to the left of the Event
Notification(s) you wish to enable.
Issue Add to Project Owner
Milestone task Completion to Project Owner
Task Progress Change to Project Owner
3.From the header bar, click Activate. A red check mark will
appear next to the newly activated Event Notification(s).
To Deactivate an Event Notification

1.Left of the Event Notification select the check-box.
2.On the header bar click on the Deactivate button a red
check mark will disappear on the Event Notification.
Review the full list of Event Notifications in your AtTask account
and discuss which events should be enabled to best facilitate
communication and not be a nuisance to recipients.
Keep in mind some Event Notifications can be redundant. For
example, if you enable the Issue Completion to Project Team email,
you likely do not need to enable the other Issue Completion to
emails.
Chapter 6Event Notifications
55
Reminder Notifications
Reminder Notifications are time-based notifications. These
notifications allow an administrator to define a before and after
threshold to send an email to users. An email template needs to be
created and associated with a reminder notification. Furthermore,
a notification must be associated with an item to complete the
setup process.
To access reminder notifications go to:
Setup > Email > Notifications > Reminder Notifications
Reminder Notifications can be associated with Issues, Projects,
Tasks, and Timesheets.
To Create a Reminder Notification:

1.Navigate to the Reminder Notification page.
2.Select New Reminder Notification.
3.Name the notification and select the object type.
4.Indicate duration.
5.Identify when the email should be sent (before or after) and
the dates to be used for that information.
6.Choose the criteria used to trigger the email.
7.Select the Recipient(s).
8.Attach the email template.
9.Save the Reminder Notification.
Remember an email template must be associated with a reminder
template. This option will not show if none exist in AtTask.
Chapter 6Reminder Notifications
56
Attaching Reminder Notification

Once Reminder Notifications are created, they must be attached to
a specific object to generate the requested notification.
To attach a reminder notification:

1.Go to the object.
2.Edit the item.
3.Reminder Notifications will be visible.
4.Select your reminder notification.
5.Save Changes.
Once a reminder notification is attached, an email will be sent if
the conditions of the notification are meet.
Frequency of Notifications
As a System Administrator you can determine how often a user
receives email notifications. This includes both Event Handler
notifications as well as Reminder Notifications. Frequency of
notifications can be set for either Daily or Hourly emails.
To access these settings go to:
Setup > Email > Notifications> Settings
In settings, establish your companys preference.
Chapter 6Frequency of Notifications
57
Email Templates
Email Templates are created and attached to Reminder
Notifications. Like Reminder Notifications, they can be associated
with issues, projects, tasks and timesheet objects. Email Templates
allow Admins to provide content messages to users when they
receive a reminder email.
To access Email Templates go to:
Email > Notifications > Email Templates
To Create a Email Template:

1.Navigate to the Email Templates page.
2.Select New Email Template.
3.Name the template and select the object type.
4.Provide a subject for the email.
5.Its optional to provide a description and message in the
email.
6.Save the Email Template.
Remember an email template must be associated with a Reminder
Notification. Email Templates will not show in reminder
notifications if there are none in the AtTask. It is recommend that
you create these first.
Chapter 6Email Templates
58
Automatic Reminders
Reminder Notifications are time-based notifications. These
automatic notifications allow the administrator to define a before
and after threshold to send an email to users. These notifications
once established will apply to both task and issue work items, on a
global level. Where Reminder Notifications can be controlled on a
work item by work item basis. Automatic Reminders do not need to
be associated with email templates or a specific item, like a task, in
order to function.
To access reminder notifications go to:
Setup > Email > Automatic Reminders
To create an Automatic Reminders:

1.Navigate to the Automatic Reminders page.
2.Identify when and who should receive an email.
3.Set the time frame for when the email should be sent.
4.Save the Automatic Reminders.
Chapter 6Email Templates
59
SCENARIO
Your organization wants to know when someone deletes a task from
a project. Establish an audit trail to display information in the updates
feed of a project.
Audit Trails
Using Audit Trails allows organizations to track what is happening
to select items in AtTask. As a System Administrator, you can select
which objects to track, including custom fields. All items tracked
will display on the updates feed. The Actions tab will display which
feed will show the changes. For example, if you track when issues
are deleted this will show on the projects feed, whereas logged
hours will show on projects, tasks, and issue feeds.
Audit Trails are created by going to:
Setup Interface > Update Feeds
To setup your Audit Trails to display on an update feed:

1.Navigate to the Update Feeds page. Clicking the schedule
takes you to the edit screen.
2.Select +Add Fields.
3.Select the object field, then identity the object you want to
track.
4.Select Add Fields to begin tracking that field.
All items displayed on the updates fields will be tracked universally.
They cannot be hidden on the update status feed unless they are
no longer tracked by AtTask.
Chapter 6Audit Trails
60
Schedule Setup
SCENARIO
The default schedule provided with all new AtTask accounts assumes
a Monday through Friday 9 AM to 5 PM schedule (no time for lunch)
for the Mountain Standard Time zone.
Update the Default Schedule provided with your AtTask account
to change the time zone to match the system setting. Update the
Schedule Exceptions to match the established corporate holidays.
Schedules represent the normal work schedule. They are necessary

to identify when project work will occur, or more importantly,
when it will not occur.
AtTask is shipped with a Default Schedule for a typical workweek
(Monday through Friday, 9 am to 5 pm). Organizations schedule
exceptions to account for corporate holidays.
New Years Day
Independence Day
Schedules are created (and updated) by going to:

Setup Schedules
Presidents Day
Labor Day
To edit the Default Schedule:
Good Friday
Thanksgiving and Day After
1.Click the Schedule named Default Schedule.

2.Clicking the schedule takes you to the edit screen.
Memorial Day
Christmas Eve
3.Rename the Schedule and make other changes, as needed.
Christmas Day
Boxing Day
Rename the schedule to US East Coast.
4.Go to the Schedule Exceptions tab and select each day of

the year that represents a corporate holiday.
5.Click the Edit icon to the right of the November 21, 2013
entry.
6.De-select the Entire day off check-box.
7.Set the start and end range to reflect the time that people
will be working.
8.Repeat step 5 to 7 for the next three to five years.
9.Click Save to store the changes to the date.
Generally, the Default Schedule is updated to match your
requirements as early as possible. Schedules can be copied and
updated.
Chapter 6Schedule Setup
61
Creating New Schedules
SCENARIO
Chris Manning is going to do his project work during normal business
hours 9 am to 6 pm Pacific time zone with a 1-hour lunch break.
He and possibly others working on the West Coast should also have the
normal corporate holidays built into the schedule:
New Years Day
Labor Day
Presidents Day
Day Before Thanksgiving (Half Day)
Good Friday
Christmas Eve
Memorial Day
Christmas Day
To Create the US West Coast Schedule

1.Navigate to the Schedules area.
2.Click on the New Schedule button.
3.Input a name for the schedule, identify the groups that
should have modification rights, and select the time
zone the schedule supports. DO NOT mark it as the
default schedule; this will automatically assign it to new
users as they are created.
4.Navigate to the Schedule tab.
Independence Day
Boxing Day
Create a schedule called US West Coast.
5.Select the Monday 9 AM cell and drag it to the Monday

12:30 PM cell.
6.Click the Monday 2 PM cell and drag to the Monday
5:30PM cell.
7.Repeat steps 7 and 8 for each weekday.
8.Navigate to the Schedule Exceptions tab.
9.Click each day of the year where project work will not be
done because of corporate holidays.
10.Repeat step 9 for the next three to five years.
11.Select Save to submit the schedule.
12.Choose Save again to save the user profile.
Chapter 6Creating New Schedules
62
When to Create Multiple Schedules

Reason
Tip
Users In Different Time Zones
Create a master schedule with your Schedule and Schedule Exception tabs defined, then copy
that Schedule and change the time zone.
Offices With Different Holidays
Create a master schedule, then create a copy of it, and then modify the Scheduled Exceptions
tab. You may also need to adjust the time zone for the schedule.
Part Time Employees
You will then be able to modify only the Schedule tab, without having to set corporate holidays
again.
Schedule
Description
User
Whenever a user is assigned to a task, the schedule assigned to the user, combined with the users PTO
schedule, will be used for the given task.
Exception: When multiple users are assigned to the same task, and if any of the user schedules conflict,
AtTask will either:
Use the schedule assigned to the project where the task resides.
Use the schedule assigned to the default assignee of the task.
The behavior described in this exception depends on the preference set on the Project Management
Preferences page.
Project
The project schedule is utilized when any of the following conditions are met:
A user has not been assigned to the task.
Several users with differing schedules are assigned to the same task.
Default Schedule
The system default schedule will be used if no schedule has been set for the project and when the conditions
for using the project schedule are met.
Chapter 6Creating New Schedules
63
Roles
SCENARIO
Project managers in the Professional Services group need to make
sure they are assigning the resources with the specific skill sets.
Additionally, resource availability is a primary concern. Project
managers will build templates with job role assignments and use the
Team Builder to satisfy those requirements.
Professional Services Roles Cost Rate
Billing Rate
Associate Consultant
$25
$50
Consultant
$50
$100
Solutions Architect
$45
$90
Technical Consultant
$60
$125
Job roles in AtTask are affiliated with both users and work (tasks
and issues). Each user may be assigned a job role or a skill set.
It is important to note the job role a user has in AtTask is more
closely tied with the function they perform in the tool and not
necessarily the job title they have in your organization.
Users can, and often do, have multiple job roles within the tool.
A user will have a default/primary role and other roles they may
perform. By assigning a user a specific job role, you qualify
them to perform any task that requires the said job role.
Assigning a specific job role to a user does not determine what
group or company they belong to, nor does it define who their
manager is. A job role defines what skill set the user will fill for
an assigned task.
An Administrator can create new job roles by going to:

Setup Job Roles page
To Create Job Roles:

1.Click the Add More Job Roles link.
2.Input Associate Consultant in the name field.
3.Provide a description, as needed.
4.Input the Cost Per Hour and Billing Per Hour for this
role.
Chapter 6Roles
64
Cost Per Hour

SCENARIO
The following roles have incorrect cost rates.
Existing Roles
New Cost Rate
Consultant
$65
Project Manager
$45
Sales
Representative
$28
When a task has a role-based cost rate and a job role assigned to
the task, this value will be used to estimate a planned cost and
the actual cost of the task.
Billing Per Hour

When a task has a role-based revenue rate and a job role is
assigned to the task, this value will be used to estimate a
planned billing amount and the actual revenue of the task.
Max Users
Use the in-line edits to make the necessary updates.
When max users are set, it limits the number of users who can
be assigned to the job role. By Default, a max user is set to zero,
allowing for an unlimited number of users to be assigned to the
job role.
Keep in Mind:
The Job Role name must be unique. If you are attempting to
import a job role that already exists in the system, you will
receive a message indicating you should check for duplicates.
To Edit Job Roles

1.Select the job role you wish to edit.
2.Make any changes you need to make and click the Save
button.
Associating job roles with users will be discussed in the User
Setup lesson.
Chapter 6Roles
65
Practice
Exercises
1.Update the default schedule to change the timezone to
Eastern Standard Time.
2.Update Schedule Exceptions to include the following
corporate holidays:
New Years Day
Thanksgiving
Presidents Day
Day after Thanksgiving
Memorial Day
Christmas Eve
Independence Day
Christmas Day
Labor Day
Boxing Day
3.Rename the schedule to US East Coast.

4.Create a US West Coast schedule to show typical work
hours from 9am-6pm with a 1 hour lunch break.
5.Add all corporate holidays, including Groundhog Day.
6.Create the following job roles:
Graphic Designer
Solutions Architect
7.Input Cost and Billing rates for each job role created.
66
SCENARIO
Create a Company to represent your organization.
Companies
The next several sections will focus on setting up both
organizational components as well organizing projects.
Companies are associated with both user profiles as well as with
projects.
A company is associated with a user to help identify available
resources within an organization. Companies are associated
with Projects so that reports can be created and information
tracked. Since companies can be linked with projects, a
company and an external client often have a 1:1 relationship
for an organization. Not every organization has external
clients, so Company may not be used to track projects. Later
in this chapter, others ways projects can be organized will be
discussed.
System administrators can access Companies by going to:
Setup Companies
To Create a New Company:

1.Access the Companies Page.
2.Select the New Company button.
How are Companies used?

Companies are used to identify an users organization in AtTask. It makes it
easier to find users when they are associated with a company. Associating
users with Companies will allow the identify of direct report relationships.
Companies are also used for organizing projects. For example, if you
wanted to look at the projects completed for the Acme company, associating
projects with that company will allow that information to be found quickly.
Our Project Management course goes in-depth regarding updating project
information.
3.Type the name of the Company.

4.Update additional Company information if relevant. Like
Custom Data and Company Billing Rates.
5.Save your company.
Users can be added during this process, its recommend that
you add users to companies via their profiles.
Chapter 6Companies
67
Practice
Exercises
1.Create a company to represent your organization
so during user creation you can make managersubordinate relationships.
2.Your organization completes projects for several
companies. You want to associate an external company
with each project.
Create the following companies:
Acme co.,
Widgets of New York,
XYZ, Inc.
3.Set up special contract rates for Widgets of New York &

XYZ, Inc.
Widgets of New York
XYZ, Inc.
Job Role
Rate
Job Role
Rate
$40
$45
Consultant
$80
Consultant
$90
Solutions Architect
$72
Solutions Architect
$81
$100
$113
Graphic Designer
$60
68
SCENARIO
The following departments will be using AtTask to manage their
unique projects:
Create these groups.
Development
Marketing
Professional Services
Information Technology
User Groups
Groups represent a unit distinct from companies. In general,
groups coincide with departmental divisions. Groups serve
primarily two purposes: to organize projects and keep
department information separate from other departments (such
as templates, custom data, and projects).
When creating a user profile, you should add that person to the
appropriate group. This gives the user abilities to access objects
associated with the group. For example, if you associate a new
template project with an IT group, then users who are in the IT
group can access that template. Users in the marketing group
will not be able to access the template.
Your organization may have several departments work together
to manage projects and the resources working on these
projects. If this is the case, it may not be necessary to divide
departments into separate groups. A few high-level groups may
suffice.
A project can only be assigned to a single group. That is not
to say users from different groups cannot work on the same
project, but only one group name can be associated with that
project. This can be thought of as the primary group responsible
for completing the project.
Chapter 6User Groups
69
System Administrators access the Groups area by going to:

Setup Groups
To Create a New Group:

1.Access the Groups page.
2.Click the New Group button.
3.Provide a group name and description (Optional).
4.Save your Group.
Users can be individually added to a group. They can also be
bulk added during user creation or when editing a users profile.
Remember:
Group membership impacts what a person can see. Most default
access levels do not allow project collaborators to view work
items on projects associated with other groups unless they are
specifically on the project team.
Chapter 6User Groups
70
Practice
Exercises
1.Create the following User Groups:

Development
PMO

Marketing Design
71
Portfolios
You have already learned how projects can be organized by
way of Companies and Groups. Projects can be additionally
organized with the use of Portfolios and Programs.
This lesson will show how to set up a Portfolio. Our Portfolio
and Resource Management course will go into further depth
regarding how Portfolios can be used in your organization.
An important part of Portfolio (and Program) setup is to
understand the difference between a Portfolio and Program.
What is a Portfolio?
A portfolio is a collection of projects competing for the same
resources, budget, and schedule slot. The projects in a portfolio
are similar enough that they would use the same Resource
Pool and are measured against the same scorecard. This
often means there is a 1:1 relationship between Portfolios and
Resource Pools.
General Examples of a Portfolio:

Portfolios are often grouped by product line, by division, by
department, by company, or other business units.
Chapter 6Portfolios
72
What is a Program?
A program is essentially a subdivision of projects in a Portfolio.
Programs allow Portfolio Managers to delegate certain
responsibilities (i.e., Business Case completion, or Business
Case approvals) to Program Managers.
General Examples:
Programs are based on projects grouped by a common goal,
such as increasing customer base, product improvement, client
retention, decreasing costs, etc.
Projects in Programs are not prioritized solely against each
other; instead, the projects are optimized against all projects in
the Portfolio. It is sometimes necessary to create the Resource
Pool relationship with Programs instead of doing it at the
Portfolio level.
Chapter 6Portfolios
73
To Access the Portfolios area, go to Projects Portfolios

To Create a Portfolio
1.To get to the Portfolio page, navigate to the projects area
and select the portfolio tab.
2.Select the New Portfolio button and give the Portfolio a
name.
3.Select the Portfolio Details tab. Click Overview and Edit
Overview to identify a Portfolio Manager.
4.Add a description, scorecard, and status of the
Portfolio.
Enabling these options will only record changes to the portfolio
definition. It will not record changes to the project in the
portfolio notes.
Fields on the Edit Portfolio page
Name: Give your portfolio a name.
Description: Optional but often useful.
Portfolio Manager: Who will oversee the Portfolio?
Scorecard: Assign a scorecard to the portfolio.
Groups with Access: Selected Groups will be able to see

this portfolio on the Project Request.
Chapter 6Portfolios
74
Program Creation
Similar to Portfolios, programs can also be used to organize
projects in AtTask. Programs must be associated with a
portfolio. A Program is subcategory of a Portfolio.
To see Programs within a Portfolio go to:
Projects Portfolios Programs tab
To Add Programs to a Portfolio

1.Click the portfolio where you want to add the program
(Marketing).
2.Click the Programs tab.
3.Select New Program; give the program a name (Client
Retention).
4.Select the Program Details tab, Edit Overview sub tab.
Here you will assign a program manager.
5.Choose Save.
Chapter 6Program Creation
75
Practice
Exercises
1.Create the following Portfolios:
Marketing
2.Create the following Programs for the IT Portfolio:
Quality Assurance
Process Improvement
Systems Stability
76
Chapter 7
Customizing the AtTask Interface
Objectives
Understand Access Levels
Create Layout Templates
77
Modifying Access Levels
Default Access Levels

Name
Rank
Explanation
System Administrator
99
User can have administrative access to AtTask and

can access all functions and information. Very few
users should have this set of permissions.
Multi-Group
Administrator
85
User can access all AtTask information and functions

within any of the assigned groups.
Group Administrator
80
User can access all AtTask information and functions

within this users home group.
Portfolio Manager
65
User can access information and functionality that is

generally limited to this persons own portfolio.
Executive
60
User can view everything, but can only edit his or her
own tasks, documents, and issues.
Project Manager
50
User can access and edit information and functions

within this persons own projects.
Individual Contributor
25
User can access and edit information and objects that

are directly assigned to this person.
Team Member
25
User can access and edit information and objects that

are directly assigned to this person.
Timesheet User
10
User can view only limited project information. This

access level requires only a Limited-Use license.
Help Desk Requester
User can only submit help desk requests, and requires

only a help desk requester license.
Access Levels are applied to user profiles to determine

what a user is able to see and do inside AtTask.
As an administrator, you have the ability to create a
copy of an existing Access Level and modify a copy
to restrict or grant access to meet your organizations
security requirements.
Chapter 7Modifying Access Levels
78
SCENARIO
The implementation team has determined that the default Project
Manager access level is too strong. It gives the project managers the
ability to add tasks and modify task details on any project where they
are a member of the project team.
You need to create a Project Owner access level that only allows a
project manager to add and edit tasks on projects where he/she is the
project owner.
System Administrators navigate to the Access Levels area by

going to:
Setup Access Levels
Access Levels can be created from scratch by clicking the New
Access Level button. However, it is recommended you create
a copy of an existing access level and then make changes as
necessary.
To make a copy of an access level, decide which of the access
levels best meets the permissions for the resource.
To Create a Copy of the Project Manager Access Level

1.Navigate to the Access area.
2.Click the Project Manager access level.
3.Make a copy of the Project Manager access level; rename
it Project Owner.
4.Click Save.
79
Understanding the Moving Parts of Access Levels

Access Levels are defined on two tabs. The Access Level Details tab contains general access permissions that can be granted or restricted. The
Access Scopes tab identifies individual Add, Delete, Edit, and View rights for each object. Once you make a copy of an access level, you can then
make changes to it.
Definitions
Access Area
Access Areas allow administrators to review the permissions for an Access Level on an object-by-object basis.
Help Article Link: https://help.attask.com/#url=/index.php/node/load/107
Access Action
Combined with the Access Scope, Access Actions determines the activities a person can perform. The actions common to
most Access Areas are:
Add
Delete
Edit
View
Some Access Areas provide additional activities, such as:
Change Status
Custom Data
Request
Update

Access Scopes
Combined with Access Actions; Access Scopes determine the criteria for permissions assigned.
80
Edit the Project Owner Access Level

SCENARIO
1.Navigate to Setup > Access Levels > New Access Level
The implementation team has determined that the default Project

Manager access level is too strong. It gives the project managers the
ability to add tasks and modify task details on any project where they
are member of the project team.
2.Name it Goal Sports Project Owner.

3.Go to the Access Scopes tab.
4.Select Task from the Access Area drop down.
Create a Project Owner access level that only allows a project manager
to add and edit tasks on projects where he/she is the project owner.
5.Change the Add, Edit, and Delete actions to the Owned

by Me Project Tasks access scope.
6.Select the Change Status and Custom Data actions to
include Project Tasks, Assigned To Me or Entered by Me
Tasks.
7.Click Save.
According to the scenario, the View action can remain on the
Home Group, Project, or Entered By Me Tasks scope. This access
scope allows users to view any project in their Home Group, any
project they are assigned to as a project team member, and any
project they created.
81
SCENARIO
After creating the Project Owner access level, you decide you also want
to restrict which projects users with this access level are allowed to edit.
Go to the Project access area and reduce the access to edit only those
projects where they are set as the project owner.
Group associations and project team membership impact what

users can see and do more than any of the other user profile
conditions.
Individuals using the same access level may see different results
or totals on reports because of the groups and/or projects they
belong to.
1.Select the Goal Sports Project Owner access level you
just created.
2.Go to the Access Scopes tab and select Project.
3.Make the necessary changes and click Save.
82
Layout Templates
Layout Templates provide administrators with the option to
place reports directly in front of individuals.
Administrators can customize the workspace tabs on
the following pages:
AtTask Home
Global Areas-Projects, Requests, Reporting
Task, Project, Issue, and Portfolio Tabs
A well-defined layout template can significantly reduce the

learning curve for the application because it streamlines click
paths and makes navigation to relevant data easier.
To Access the Layout Template page go to:
Setup Interface Layout Templates
To Create a Layout Template

1.Navigate to the Layout Template page.
2.Select the New Layout Template button.
3.A Light Box will generate; name the template.
4.On the Set Details tab, set the default login Area.
5.In the Customize Tabs section, set any specific views or
reports for users.
6.Customize Lists allows you to set specific list controls for
the layout.
7.The last tab, Assign People, allows you to connect the
template to job roles, teams, or specific people.
Chapter 7Layout Templates
83
Layout Template options

On Login
Determines the default login area for the user. For example, My
Work will take the User to the My Work area each time they log
inthis will be their home screen.
In the Global Navigation Bar

This option will allow areas to be turned off or on for a user.
By default My Work and Projects cannot be removed. Adding
Reporting will provide access to reports for users with a team
member license.
Any Personal Preferences a user sets will override layout
preferences.
Customize Tabs
A Maximum of six viewable tabs can be placed on any global
area or page setup. The default tab will be the farthest tab
option on the left. Any additional tabs will reside in the More
drop-down.
Reporting elements like dashboards can be added here. If
you add a report for Late Tasks on the Project area, by default
the report will pull the available late task information on the
selected project.
84
Layout Template options

Customize Lists
This section allows the customization of list controls within the
different reports. As the System Administrator, you can specify
what Views, Filters, and Groupings you want to have available
on a report type using the Layout Template. Customized
reporting elements or standard elements can be incorporated
into the template for use. Add to a menu by selecting the Add
Filter, View, or Grouping link and search for the element you
wish to incorporate.
Assign People
Layout Templates can be assigned to specific users, job roles, or
teams of people. By assigning a template to a job role or team,
any user with that classification on their profile will have the
template automatically applied to their settings.
When assigning templates, personal preferences will override
layout template settings. Any individually assigned layout will
supersede a team or Job Role layout. Job role layouts supersede
Team layouts.
It is a good idea to test new Layout Templates before distributing
them to actual resources. To do this, assign the Template to your
own user account and verify it meets the requirements for those
users.
85
Practice
Exercises
1.Create a Project Owner Access Level that only allows a
Project Manager to add and edit tasks on projects where
he/she is the project owner.
2.Navigate to the Layout templates section and create a
new Layout Template. Call It Project Managers. Locate
the customize Tabs and on a project remove the
documents and risks tabs. Add the Approvals Tab.
Navigate to the Customize Lists tab and hide the Over Cost
Budget filter.
3.Assign the new layout template to Jennifer Campbell
and observe the changes.
86
Chapter 8
User Setup
Objectives
Add users to the system
Incorporate the building blocks to develop

user profiles
Develop Teams for work management
Discuss Personal Notifications
87
Importing Users and Adding

User Accounts
SCENARIO
The Development group needs to add a scrum team with four individuals that
do not have user accounts.
User Names
Email/Username
Access Level
Group
Adam Michaelson
am.test@attask.edu#
Project Manager
Development
Jason Waters
jw.test@attask.edu#
Team Member
Development
Jesse Dowdle
jd.test@attask.edu#
Team Member
Development
Sean Stephenson
ss.test@attask.edu#
Team Member
Development
Creating user accounts is easy. When users are created, a

System Administrator can invite them to join AtTask (they
create their own password) or set them up with a password.
To Access where people are added navigate to People People
To Import Users
Additional requirements for these user accounts will be provided in the
subsequent lessons.
1.Navigate to the People page.

2.Select the New Person icon.
3.Choose Import People.
4.In the light box, download the Sample File. (This is a
binary file and will open in excel).
5.Update First Name, Last Name, Email Address, and
Access Level for each user.
6.Upload the updated file.
7.Utilize Bulk Edit to update the important details of a
users profile including group, job role, and schedule
information.
8.When users are imported, you will be asked to invite
users with an email or choose to manually set their
passwords in the system.
You will need to set up invitation details for users.
Chapter 8Importing Users and Adding User Accounts
88
Invitations
AtTask creates user profiles for each person inputted into the
form and sends an invitation to those individuals.
The specifics of the invitations are determined in the Setup
area.
System Administrators can manage the invitations at Setup
Email Invitations
The image shows what the preference page looks like.
Organizations can set the number of days the invitation
is active and set the details of the welcoming email sent
recipients.
In addition to establishing preferences for invitations, System
Administrators will see a preview of the AtTask and Help Desk
Invitations.
89
Creating Individual Users using a template

Users can be created on an individual basis. A user can be
created from another users profile. This method essentially
uses the selected persons profile as a template for new users.
To Create a New User with a Template

1.Navigate to People People
2.Select the user who will serve as the template, mark the
check-box next to the name.
3.Using the New Person button, select New From
Selected Person.
4.In the light box, provide the new user name.
5.Notice that their profile details are replicated based on
the selected user. The user can be invited to by email to
register.
6.Make sure to select the Add This Person button.
90
Adding Individual Users

So far, weve covered how to add users by importing them and
using current users to serve as a template for profiles. System
Administrators may find that establishing a user profile from
scratch is necessary.
To Create a New User

1.Navigate to People People
2.Click the New Person button. A light box appears.
3.In the light box, provide the new user name, email and
access level.
4.The user can be invited to by email to register.
5.Make sure to select the Add This Person button.
Advanced Options will provide all of the specific profile details
allowing you to designate a job role, group, or schedule, etc. Do
not forget to set these fields for the user.
91
Practice
Exercises
1.Navigate to the People tab and add six new employees:

Adam Michaelson
Jason Waters
Jesse Dowdle
Sean Stephenson
Natalie Johnson
Paul Hancock
2.All new users should be assigned the Team Member
Access Level and all should be assigned to the
Development Group.
3.Provide each new user with a unique AtTask email
address. Suggested email @GoalSports.com
92
Updating User Profiles: In-line & Bulk Edit

SCENARIO
There are several ways a users profile can be edited on

the People page.
The Development users you imported in the last lesson

require the following Access Level and Company
associations, which can be done through the User
Worksheet.
User Names
Access Level
Company
Adam Michaelson
Project Manager
Goal Sports
Jason Waters
Team Member
Goal Sports
Jesse Dowdle
Individual Contributor
Goal Sports
Sean Stephenson
Team Member
Goal Sports
In-line editing, is an option available throughout AtTask,

allowing for quick updates to viewable information.
While modifying specific users on an individual basis is
helpful, it can also be very time consuming.
However, several users can be edited at the same time
through Bulk Editing. Bulk Editing is the same as editing
an individual user, except multiple users are updated at a
single time.
Bulk Editing is ideal for making multiple updates to
several users.
To Bulk Edit Users

1.Navigate to People People.
2.Select the check boxes to the left of the user.
3.Select the Edit button.
4.Marking the check-box to the left of a field
activates the field. Only active fields can be
modified. These fields are included in the edit
when you click Save.
5.Make the necessary changes and click the Save
button.
To modify Custom Data fields, change them on the
Custom Data form.
93
Updating User Profiles: Individual Edit

SCENARIO
Ray Andrews is part of the IT group and works primarily on
his groups projects. Rays job role is also incorrect. Change his
job role to Engineer and change his home team assignment to
Infrastructure.
It is usually not necessary to use the multi-user edit options

when modifying a single user profile.
Additionally, certain user attributes are easier to modify in an
individual edit. In this lesson, you will learn how to navigate to
and modify a user profile.
To Update Rays Profile

1.Use the quick search field in the top right of the interface
to search for Ray Andrews.
2.Click on Rays name in the search results.
3.Select Edit Rays Info from the information
header.
4.Go to the Organization section.
5.Change Rays home team association.
6.Modify Rays default job role.
7.Update Rays time zone to Pacific Standard Time.
8.Expand the Schedule field and select the US West Coast
schedule.
9.Click Save.
When a person is given a default job role, the job role is also
assigned as one of the selected options in the Job Roles field,
which shows all job roles the individual can fulfill. In Rays case
he shouldnt have been assigned as a Support Engineer, so he
needs this option to be deselected in the Job Roles field.
94
Practice
Exercises
1.Do a Bulk Edit on the following individuals:
Adam Michaelson
Jason Waters
Jesse Dowdle
2.Change their Access Level to Project Manager and
assign the Project Manager Layout Template.
3.Update their Primary Role to Project manager.
95
SCENARIO
Go into your user profile and deactivate the following notifications:
Email Notifications
The status changes on my request
Each user has the option to unsubscribe from AtTask generated

emails, particularly Event Handlers. Unsubscribing from emails
is done in the My Settings on a user profile.
The status changes on one of my work items
To Update Your Email Notifications Preferences
I get a new work request
A Document upload request is fulfilled
1.Click your avatar in the Global Navigation Bar.

2.Select My Settings.
3.Navigate to the Preferences Section.
4.Using the Email Me When drop-down, unselect the
identified notifications.
5.Click Save.
Additional notifications are automatically added to the Email
Me When list and enabled when System Administrators
enable Event Notifications. See the section on Event
Notifications for more information about these items.
Some notifications are redundant. However, do not spend too
much time making sure redundant emails are accounted for.
When redundant notifications could be issued, AtTask is smart
enough to only send one.
Chapter 8Email Notifications
96
Teams
SCENARIO
Project mangers in the Development and Marketing groups are not
required to review resource availability before making specific user
assignments. To simplify and streamline the project managers planning
activities, team assignments should be made in the Gantt Chart instead
of role-based or user-based assignments.
According to the requirements you identified, you need the following
teams:
Development Teams
Marketing Teams
Product Management
Creative
Dave Parker
Elizabeth Powell
Paul Turner
Ken Sato
Jona Matsu
Marci Watson
Quality Assurance
Events
Marshall Thompson
Anita Jordan
Ray Andrews
Carlos Rodriguez
Jennifer Campbell
Scrum Team 1
Teams are a collection of individuals that work together.

The individuals on a team may have different job roles or
responsibilities. However, because they work closely together,
their goals are intertwined.
The purpose of teams in AtTask is to allow project managers
to quickly assign work. Through in-line editing or other tools,
project managers can assign task and issue work to the team.
Members of the team see these work requests on the Team
Requests page and can then volunteer to take on the work.
This generally works well in cultures where individuals have a
strong sense of ownership for their work and where the skill set
required to do the work is universally shared among all Team
members.
Teams also allow other users (non-project mangers) to request
work from other teams. This is especially useful when you are
not completely sure of whom to assign, but you know it will be
someone from the Team.
Try not to confuse Teams with Project Teams. A Project Team
consists of all individuals who are assigned to the project.
Where as a Team is assigned work, perhaps on a task in a
project or on an issue.
Lead Generation
Erin Davis
Jack Oliver
Kim Louis
Marc Lewis
Pam Reynolds
Chapter 8Teams
97
Teams
SCENARIO
To navigate to the Teams Area go to People Teams
The following departments will be using AtTask to manage their unique
projects:
To Create a Team
1.Navigate to the Teams Page.
Development
Marketing
Review the groups already created in your demo accounts of AtTask
and add the missing groups.
2.Select the New Team Button.

3.Identify a Team Name.
4.Identify team members.
5.Provide a description (Optional).
6.Select Create Team.
It is strongly recommended to discuss your organizations
team needs with all stakeholders before creating teams.
Chapter 8Teams
98
Team Settings
Once teams are defined, team settings help define the team
home and work flow to meet the work process.
To access the Team Settings go to:
People Teams Selected Team Team Settings
Views
The structure of the My Work and the Requests areas can be
customized to reflect information important to users.
To Create a Custom View go to Setup Interface Views
Here System Administrators can set a unique view for these
areas. When adjusting Team Settings the custom view will be
found available in the View drop down.
Chapter 8Teams
99
Done Button
The Done button allows System Administrators to control
which status options appear when a Team Member finishes a
task.
A System Administrator can customize these options to
display only those that best fit within an organizations
structure. These selections are made individually for the task
object and the different issue types.
To Alter the Done Button

1.Navigate to the Team Home page.
2.Select Team Settings.
3.Go to the Done Button section.
4.From the list below, select the status you want to appear
when your team members finish a task. You may select
more than one option if you want a variety of statuses
to apply to a finished task or issue. Be sure to save your
changes.
Chapter 8Done Button 100
Chapter 9
Request Queues and
Internal Support Systems
Objectives
Establish Request Queues for both issue and

service support
Establish Automatic Request Routing
101
Issue Management Overview

Your organizations implementation plan for AtTask should
include strategies for providing internal support to your userbase.
These support options can include documentation, training
seminars/workshops, video tutorials, and an AtTask help desk.
This chapter suggests one way that an internal support system
can be implemented within the application.
Requests are used in two ways. To either represent obstacles
to completing project-related work (Issue) or to represent a
request to a service queue.
Issues Submitted to Projects:

Managing issues along side the tasks allows Project Managers
to see a consolidated snap shot of the work and priorities.
Project Managers would triage new issues and assign them out
to the person most capable of resolving the impediment.
Request Submitted to services Queues:

Service queues can be very useful for internal support systems.
Examples of service queues may include a traditional IT Help
Desk, a bugs queue in a development environment, or an
internal support system, like Marketing Requests.
Request Queues can be defined as public, where they are open
to all AtTask users; or private, where just certain users are
allowed to submit issues. The Request form can be customized
for the information needed to manage requests, then route the
request to a single person or group of people.
Chapter 9Issue Management Overview
102
Request Queues
The Requests area in AtTask is a central place where various
issues and requests are collected and managed.
For instance, many companies have a system or a help desk
where employees can submit computer related problems and
requests to IT personnel. Once an issue is submitted, an IT
person can review the issue and make an appropriate decision.
In the scenario below, you will record a request to the
Infrastructure Request Queue, identifying a problem with your
telephone connection.
To Record an Issue to a Service Queue

1.Navigate to the Requests Area.
2.Select the New Requests button.
3.Select a request type from the drop down.
4.Name the request and input the values you need.
5.Click the Submit Request button to send the request.
Chapter 9Request Queues
103
SCENARIO
Your users need a place to submit issues, requests, and questions about
AtTask. Create a queue called AtTask Help where end users in your
environment can submit support and change requests for AtTask.
Queue Properties
In AtTask, a Request Queue is a project designated as a
receptacle. A benefit of utilizing request queues is once a
Request Queue is published, users can submit issues or requests
without actually accessing the project. When you set a project
as a queue, you indicate that the project will be published to the
Request area and that is where information is submitted.
You can set up any kind of queue you want. Many organizations
have multiple queues to meet their particular needs. These
queues are internal and specific to your organization. Do not
confuse the Request feature with AtTask Support.
Chapter 9Queue Properties 104
To Create an AtTask Request Queue

1.Go to the Projects page, selected the New Project
button (Dont use a template).
2.Provide a name for the project (AtTask Help).
3.Navigate to the More drop-down and select the queue
setup option.
4.Using the tab Queue Setup, select Publish Request
Queue.
5.Set the viewing privileges to Public.
6.Navigate to the Queue Properties tab.
7.Identify the types of issues you will record (Issue,
Request, and Change Order).
8.Input the amount of time you expect requests to take to
resolve in the Default Duration field.
9.In the New Issue Fields section, identify the fields you
want displayed on the Request Form page.
10.Change the Show All Fields option to No Users.
11.Click Save.
Queue Details
Queue Types
Publish as Help Desk: Selecting this option makes the Request
Queue Active.
Who can add requests to this queue?
Anyone This is a default option. When this option is

selected, the queue will be open to all users to submit
requests.
Project Team Members When this option is selected,

only individuals (Team Members) on the project will be
able to submit requests to the queue.
People in this projects company When this option is

selected, only users associated with the company and
the project can see it on the Request page.
People in this projects group (Default Group) When this

option is selected, the project is published as a request
queue; however, only users associated with the group
the project is assigned to can see it on the Help Desk
page.
The group on the project must match one of the groups

assigned to the user.
Queue Properties
Types of Issues
One or more issue types can be chosen. The Issue type
is selected by default. Other options include: Bug Report,
Request, or Change Order. When multiple types are selected,
users can pick one of these issue types when submitting an
issue. The labels for these issue types can be modified when
creating custom issue statuses.
Default Duration
The default duration for incoming issues is set.
Default Form
Choose a custom data form to be attached to all requests
submitted to the queue. Use this if custom information needs
to be entered. If no issue form exists then the default form will
not appear on the request form.
New Issue Fields

Choose from any of the 12 fields to appear on the New Issue
form. Description, Priority, and Document Upload are selected
by default.
Show All Fields

Choose which users can see all 12 issue fields when they create
a new issue. You have three choices:
Members on the project (Full License)- only those

associated with project will see all the fields
All Users (Full License)- any one with full license
No Users- will only see the selected fields
Selecting the No Users option does not allow any user to see
non-selected fields.
Chapter 9Queue Properties
107
Routing Rules and Queue

Topics
SCENARIO
Create the following Routing Rules and Queue Topics to support an
internal AtTask Help queue.
Topic
User Assignment Route Role Assignment Route
Access Level Change Admin User

General Support
Project Manager
Process Change
Project Manager
Report Request
Jennifer Campbell
System Settings
Chris Manning
Routing Rules and Queue Topics allow for the automatic

assignment of new requests to a specific user, job role, or team
based on the Topic selected on the Request form. Routing rules
work together with queue topics.
Routing rules control what AtTask does with the Request (assign
to a user resource or job role, and/or move the to a different
project) when a Topic is selected on the form. Topics are used
to control which category (or custom data form) and which
routing rule will be applied to the new request.
Because a routing rule is assigned to a queue topic, it is
customary to create a list of rules before creating the topics.
Therefore, it is suggested to write down topics and rules on
paper before attempting to configure this part of a project. The
following table is one example of how routing rules and queue
topics might be organized.
When multiple Topics are routed to the same person or job role,
the Routing Rule only needs to be created once for the project.
Chapter 9Routing Rules and Queue Topics 108
SCENARIO
Routing Rules
To Create a Routing Rule
Follow the steps to create the other Routing Rules for Jennifer Campbell and
Chris Manning.
1.Go to Request Queue project.

2.Select the Queue Setup Tab.
Name
It is recommend you provide a clear name so others who use the routing rule
will know what it does. It is a good idea to identify it by the Assignee or the
Topic where it will eventually be added.
3.Select the Routing Rules sub-tab, New Routing Rule

button.
4.Input Route to Admin User in the Name field.
Description
Give the rule a description, if needed.
Default Assignee
From the Default Assignee, choose the name of the user you want to assign
the incoming issues. If you do not see the person you want to assign, use the
search icon to find a user.
Default Team
You can make team assignments for new requests by selecting a default team
in the Default Team field.
5.Select the Admin User from the Default Assignee dropdown.

6.Click Save.
It is recommended to provide a clear name for rules, so others
who look at the routing rule will know what it does. It is a good
idea to identify it by the Assignee or the Topic it will eventually
be added to.
Route to Project
Usually if an issue is submitted to a help desk, you want that issue to be
routed to the Help Desk project. Therefore, from the Route to Project dropdown, you select that project; however, it is possible to route the issue to
some other project using this drop-down menu.
Chapter 9Routing Rules 109
SCENARIO
Follow the steps o create the other Queue Topics for the scenario
listed on pg 108.
Name and Description
Enter a name for the topic. This is a required field. Enter a description
to explain whom accessed this area and what the topic is meant to
do.
Default Category
This will add custom data fields to your queue topic. This category
and its parameters must be set up before the topic is defined.
Queue Topics
Queue Topics are used to designate which route to use on the
new issue form. Topics can be used for reporting purposes.
For example, an IT request queue is created, and users need to
indicate if its a software-related problem or hardware-related
problem, create queue topics called Software Problems and
Hardware Problems. When a user submits an issue, they select
one of these topics. Based on the topic chosen, the form will
display different custom data and issue types, and the new
issue will be assigned different duration and routing rules.
To Create the Access Level Change Queue Topic

Parent Topic
Your queue topics can be hierarchical. If you already have topics in
the system, and you want to make this queue topic a subtopic to one
of those topics, you can do so with the Parent Topic menu.
Default Duration
The Default Duration sets an automatic duration period for each
incoming issue.
Default Route
The Default Route comes from routing rules that have been set up
earlier, as you did in the previous section.
Issue Types
Choose one or more issue types for the topic. The Issues option is
selected by default. You can also choose Bug Report, Request, or
Change Order.
1.Navigate to the Request Queue project.

2.Select the Queue Setup Tab.
3.Select the Queue Topic sub tab, New Queue Topic
button.
4.Input a Name for the topic (Access Level Change). This
is the value displayed in the Topic drop down on the
New Issue form.
5.No categories have been created to support this queue
yet, so leave the Default Category value as N/A.
6.Input an appropriate duration for this type of request in
to the Default Duration field.
7.Select the appropriate Routing Rule for the Default
Route drop-down.
8.De-select the Issue and Request issue types.
9.Click the Save button.
Chapter 9Queue Topics
110
Practice
Exercises
1.Create a Request Queue called Marketing Requests.
Allow all users in the system to submit requests to this

queue.
Allow users to submit Requests or Issues.
Set the Default Duration to 2 days.
Add Severity and Status to the new issue fields.
Save and Submit a Request to Order New Business Cards.
2.Create two Routing Rules. One to route all Service

Requests directly to Marci Watson and a second to route
all Feature Requests directly to the Product Marketing
Team.
3.Create two Queue Topics. Name the first Service
Requests and add the Service Request custom form
and route it to Marci Watson. Call the second Feature
Requests, add the Feature Request custom form and
route it to the Product Marketing Team.
111
Chapter 10
Consistency
Objectives
Create an Approval Process
Attach an Approval Process
Utilize List controls
Utilize Global Reports
112
Approval Processes
While each task is integral for project completion, certain tasks
may become more important than others and hinder progress
on the project until the task is completed properly.
AtTask provides the ability to attach Approval Processes to
critical tasks that require approval from a manager or colleague.
Approval Processes are made up of a number of individual
Approval Paths, each corresponding to a status option in your
account. Approval Paths are made up of Approval Steps, and the
sequence of Approval Steps determines the order each steps
designated approver(s) will be prompted for their input.
Throughout this chapter, you will be provided with several
examples of Approval Processes used to meet common business
objectives.
Chapter 10Approval Processes
113
Creating new Approval

Processes
Administrators (users with System Administrator, Multi-Group
Administrator, or Group Administrator access levels) have the
ability to create global Approval Processes that may be utilized
by portfolio owners as projects are defined and by project
managers as new tasks or issues are created.
To create a new Global Approval Process go to
Setup Process Approvals
As with other configuration options, organizations should
decide what Approval Processes are needed before doing any
configuration steps. System Administrators can create global
Project, Task and Issue approvals.
The process for creating a global approval is the same as
creating an approval on a work item. This topic will focus on
creating them at the global level.
Approvals Settings
When establishing global approvals, System Administrators
can choose to add time to a work items planned duration to
account for the approval process.
In addition, Admins can require that an approver be on the
project team.
To access global approval settings go to:
Processes > Approvals > Settings
114
Object Type
Project
Issue
Process Description
Purpose
Project Approval by
the Portfolio Manager
on Completion of the
Business Case, and by the
Portfolio Manager and
Project Sponsor when
the Status is Changed
to Current, and by the
Project Owner when
the Status is Changed to
Complete and then by the
Project Sponsor.
Utilizes multiple Approval

Paths and Approval Steps
to create staged approvals
as a project progresses
through the project life
cycle.
Table of Sample Approval Requirements

The two issue Approval Processes could be combined as
unique steps on a single Approval Path. The QA representative
can then review a completed issue and then the originator
provides a final check.
Issue
Task
2
Ideal when AtTask is used
Issue Approval by the QA
Engineer on Issue Closed/ in a software development
environment and the
Resolved.
QA department relies on
the AtTask Help Desk to
track issues and requests.
This process can easily
be adapted to any other
industry where the Help
Desk is utilized.
Issue Approval by the Issue

Primary Contact on Issue
Closed, Resolved, Will not
Resolve, and Cannot Duplicate.
Can be used along with

the AtTask Help Desk
so the originator of an
issue can verify the issue
is completed to their
satisfaction.
Approval of Document Creation Provides a solution to allow

Tasks on Task Completion by the document approval. When
a document is attached
Project Manager.
to a task, project, or issue
with an Approval Process,
then you might assume
the approval or rejection is
based on the contents of
the document.
Task
5
Task Approval by the Assigned
Resources Manager on Task
Start, and by the Project
Manager on Task Completion.
Allows a resources
functional (organizational
chart) manager to
approve the work his/her
resources complete, and
then through a separate
Approval Path, allows the
project owner to verify
satisfactory completion.
115
To Define a Multi-Part, Multi-Step Project Approval Processes

SCENARIO
Create a new Project Approval Process that satisfies the requirements of
Process 1 in the Table of Approval Requirements. The Approval Process
will allow the assigned manager an opportunity to approve the work
when the status of the project changes.
1.Go to Setup Process Approvals

2.Click the Project Approvals Tab, then the New Approval
Process button.
3.Name and describe the Approval Process. Click New
Approval Path.
4.Select Requested from the Status drop-down.
5.Choose the User option from the Approval Type dropdown.
6.Under Approvers, type Jennifer Campbell.
7.Click Add Approver. From the second Approvers dropdown, select the Project Sponsor option.
8.Set the radio button on the right to the All Approvers
option.
9.Select New Approval Path and then choose Current
from Target Status drop-down. Select the User option
from the Approval Type drop down.
116
10.From the Approvers drop-down, select Portfolio Owner.

11.Click the New Approval Path button.
12.Choose the Complete option from the Target Status dropdown.
13.Select the User option from the Approval Type drop-down.
14.From the Approvers drop-down, choose the Project Owner
option.
15.Click on the Add Approval Step button.
16.Select the User option from the Approval Type drop-down.
17.From the Approvers drop-down, choose the Project
Sponsor option.
18.Save the Approval Process.
At any point a specific user may be chosen instead of the

wildcard options. However, only do this if it is always going
to be the same person performing the approval on all projects
using this Approval Process.
If a Project Owner, Project Sponsor, Portfolio Owner, etc. has
not been assigned, or if a Portfolio and/or Program has not
been assigned to the project, then the wildcards will indicate
no user is available to approve the task, project, or issue. If this
is the case, Project Managers will have unnecessary delays
on a project, so either make the appropriate Project Owner,
Project Sponsor, or Portfolio Owner assignment, or change the
approval to utilize a specific, named resource.
117
Attaching Approval Processes

SCENARIO
The Cruzer Web Site project (and others) need approvals as different
statuses are achieved. Attach the approval process you created in the
previous section to the Cruzer Web Site project.
Because attaching a pre-defined Approval Process is identical

at the project, task, and issue levels, this section will only
outline how this is done on a project.
Approval Processes are typically defined globally or attached
to templates so tasks on projects will follow the same approval
work-flow regardless of the project. This definition also
ensures the correct people approve projects moving through
the project life cycle. Issue approvals are treated in the same
manner.
To Attach an Approval Process to a Project

1.Navigate to the Cruzer Web Site.
2.Select the Approvals tab.
3.Click the Use an Existing Approval Process button.
4.Select the Standard Project Approval process (or
whatever you named your approval process).
5.Click the Save button.
118
The Approval Process has now been attached to the project and
will become active once the task status is changed to complete.
Users who have access to assign Approval Processes also have
the ability to create ad hoc Approval Processes to manage
the one-off approval needs. This is done by navigating to the
Approvals tab and clicking the Create a Single-Use Approval
Process button. The remaining steps in this activity are
identical to those used to create a global Approval Process.
Single-use processes will not appear in the global list of approval
processes. The single-use process cannot be reused unless it is
part of a template or template task definition.
If you select an existing approval process first and click
Submit to save the preference, you can then select the Create a
Single-Use Approval Process button to make deviations to the
predefined process. If changes to the process need to be made
the modifications need to occur before any of the approval steps
become active.
119
SCENARIO
The Cruzer Web Site project (and others) need approvals as different
statuses are achieved. Attach the approval process you created in the
previous section to the Cruzer Web Site project.
Viewing Approval Details

When updating a task with an Approval Process, a change in
the status options will occur. Each status option will appear
with the Pending Approval notation to indicate the status
cannot progress to the selected state until an approval is
provided.
Users can tell when an approval process has been attached to
an object because the approval indicator becomes illuminated.
Users can review the entire Approval Process attached to a task
by going to the Approvals tab through the More menu.
Chapter 10Viewing Approval Details
120
Best Practices for

Approvals
At the project and issue levels, approvals may be necessary
on initiation of the project request or at issue creation. This
standard Approval Process should be associated with each
template in your account.
As projects are created from templates, the Approval Process
will be set, allowing the process to take effect from the Idea
status on.
The Queue Properties tab for eachproject provides a Default
Approval field. This will automatically attach a predefined
Approval Process to each issue recorded on the request queue.
The Default Approval field is also available on Queue Topics.
Therefore, each type of issue recorded on the project or queue
can have a different Approval Process.
For consistency, define the Default Approval at the template
level so each projects Queue Properties and Topics are
identical throughout the system. Defining the Queue
Properties and Queue Topics are discussed in detail in this
course.
Chapter 10Best Practices for Approvals
121
Reviewing Items Awaiting

Your Approval
After defining an approval task, the approval process launches
upon completion of the task.
Then the status of the task is set to Complete - Pending
Approval by the assigned resource, and the task will not be
marked as Complete until the designated approver(s) have
reviewed and approved the task.
Users set as approvers will want to regularly review the Items I
Need to Approve report in the My Approvals area or have this
report placed on a Dashboard or Portal Profile tab. This report
displays all projects, tasks, and issues with an active Approval
Step where you are an approver.
Chapter 10Reviewing Items Awaiting Your Approval
122
Items I Need to Approve

The Items I Need to Approve report provides a comprehensive
list of all projects, tasks, and issues awaiting your feedback.
To Approve an Item
1.From the My Work page, select the Approvals tab.
2.Click on the project/task/issue name you wish to
approve or reject to review the item.
3.The item can be approved directly from the Approvals
tab.
4.Click Save.
If approval of a task is rejected, AtTask will create an issue
on the task, revert it back to the previous status, or revert to
another status identified in the Approval Path.
If an issue is created, the issue will be assigned to the default
resource on the task. The task status will change to Complete
Pending Issues.
Once the issue is resolved, the task will appear in the
approvers My Approvals report again.
123
Items I Submitted for Approval

The Items I Submitted for Approval report displays all the
projects, tasks, and issues with an active approval step where
the logged in user is the individual who initiated the step.
Notice the Recall action icon. After selecting the item(s)
submitted for approval, click the Recall icon to return an item
back to its previous status.
124
Practice
Exercises
1.Create a new project approval process that satisfies the
following requirements:
Requirement
When a project moves into the Requested status, the Project
Sponsor must approve.
When a project moves into the Current status, the Project

Sponsor & Project Owner must approve.
When the project moves into a Complete status, the Program

Owner must approve then the Project Sponsor must approve.
2.Attach the Project approval process you just created to
the Cruzer Website Project.
125
Global Reports and List

Controls
The purpose of this lesson is to identify methods for delivering
the right information to the right people. As an administrator,
you will do this by distributing reports and/or reporting
elements.
Report: A report is the combination of a view and filter (and
sometimes a grouping) saved for future use and can be
distributed to other individuals.
Reporting Element: Reporting elements are the building blocks
of reports. They include: Views, Filters, and Groupings.
View: A view usually refers to the columns that appear across
the top of a list of records. It can also refer to the chart displayed
for a report.
Filter: The filter controls the results included in a report.
Grouping: Groupings are the horizontal dividers used to
organize results based on common criteria. Groupings are also
used to determine the axes of Matrix reports and the axes of
aggregate chart reports.
Once a report or reporting element is created the next step is to
distribute them to others.
Chapter 10Global Reports and List Controls
126
SCENARIO
Add the Project Milestones report created by the Administrator User to
the Global List so all resources have access to the report.
Shared Reports
While each person has the ability to search for and review the
contents of any report, keep in mind their access rights will
control which results will appear on the report.
It is best to distribute high traffic reports to the general public.
This is done by sharing reports company-wide. After a report
is shared company-wide, the report will appear on the All
Reports tab in the Reports area.
The ability to share reports company-wide is dependent on the
users access level.
To Share a Report Company-Wide and a Report to the Global

List
1.Navigate to the Reporting Area in the Global Navigation
bar.
2.Select the report you want to share.
3.Click Report Actions, then select Share.
4.Select the Company-wide option and then click Share
this Report.
Everyone in your company can now see this report.
Chapter 10Shared Reports
127
SCENARIO
After some discovery and interviews with stakeholders throughout the
organization, you have found that people in different departments and
roles have very different reporting requirements.
List Controls
The List Controls determine which filters, views, and
groupings are displayed in the corresponding drop-downs at
the top of each report.
Team members think there are too many options in the view and filter
drop downs for task reports. Their managers want additional views and
filters in their list menus.
The List Controls area gives the System Administrator, the

option to share reporting elements you may have created with
other resources in the system.
The following table shows the results of your findings for the Task object
and only two of your many implementation roles.
There are two levels of list controls. Use the List Controls to
determine which reporting elements should be common to all
users.
Admins can also use Layout Templates to distribute specific
report elements to subsets of users.
Chapter 10List Controls
128
List Controls
Modify the Global List Controls to distribute the common
reporting elements.
A System Administrator can access and modify the global List
Controls by going to Setup Interface Setup List Controls
To Set the Common Task-Level Reporting Elements

1.Go to the List Controls screen.
2.Select the Task option from the Object Type dropdown.
3.Click the Delete icon for each reporting element you
want to eliminate from the list controls.
4.Choose the Add icon to search for any reports to add to
the global List Controls.
5.Select the report to add and then click Save.
6.Selected reports appear on the List Controls.
7.Click the Save button on the List Controls screen the
filters, views, and groupings will be distributed to all
other users in the system.
Chapter 10List Controls
129
Custom Forms
Custom Forms allow fields and information otherwise not
included to be added to AtTask. Organizations have the
freedom to customize AtTask.
A System Administrator can access and modify the custom
field area by gong to Setup Custom Forms
To Create a New Custom Form

1.Click the New Custom Form button.
2.Select the object type where the custom form will be
applied. Custom Forms can be added to Projects, Tasks,
Issues, Documents, Portfolios, Expenses, Programs,
and People. When a form is applied to a record, the subtab is relabeled from custom form to the name of the
form you selected.
3.Select existing custom fields to add to your form. Or
create and add a new field, from the form builder.
4.Click Save when finished.
Chapter 10Custom Forms
130
Terms
Purpose
Form
Provides additional fields not

originally included in AtTask
Field
A customized field where you enter

and view information on the form.
Section Break
A section heading or divider on

the form. Helps you group and
organize the various fields.
Custom Form
Allows users to enter information

not otherwise included in AtTask.
Existing custom fields can be added to newly created forms.

Just search for them in the field library and drag them onto the
form preview on the right.
A warning will show when a field is used on other forms,
indicating that a change to the field settings will change the
field on all forms.
Creating a new field right on the form is simple as well. Just
choose the type of field and drag it over to the form.
Field settings and options can be modified when selecting a
field in the form. Users can add choices, make a field required,
set data type, and add instructions that appear as tool tips.
Organize the fields on the form with section breaks and by
dragging the fields into position. By dragging a field to the
right of another, can add fields to share the same row.
In order to create forms users must have edit rights to all
custom form fields (parameters).
131
Custom Form Fields

There are a variety of different fields that can be used on a
custom form, like check-boxes (multi-select), Radio-buttons,
dates, drop-downs, or blank text fields. One option in
particular will allow users to take information from AtTask and
calculate their own information based on data that already
exists; this option is called Calculated.
Calculated Custom data involves taking expressions and using
them to produce the values users would like to see, like profit.
Profit is a calculated custom field that takes the value difference
between Revenue and Costs.
When using Calculated Custom data, users can work with
mathematical, date & time, and text (example: search) options
to produce the information they would like to see on a Custom
Form. Visit help.attask.com to learn more about the different
expressions available to use when working with Calculated
Custom Data.
To create a Calculated Custom data field: (Example: Profit)

1.Open (or Create) a Custom Form.
2.Select the Calculated field.
3.Name the field.
4.Double click on the desired expression, Sum.
5.Select the desired field, Revenue
6.Add any mathematical signs (-).
7.Double click on Costs.
8.Save Custom Form and Apply to objects.
132
Practice
Exercises
1.Add the Project Milestones report to the Global List so all
resources have access to this report.
2.After adding the Project Milestones report to the
Global List, go back and share the report with only
Chris Manning, Anita Jordan, Jenna Nunez, and Pam
Reynolds.
3.Project Managers need four custom fields on the Project
level to help them track and manage their projects.
Use the following characteristics to create the Custom Form:
Field Name
Field Type
Data Type
Options
Capital Budget
Text Field
Currency
None
Non-Capital Budget
Text Field
Currency
None
Is Capital Expense
Radio Buttons
Text
No
Yes
Market
Check-box
Text
Asia Pacific,
EMEA, North
America & South
America.
133
Chapter 11
AtTask Support & Services
Objectives
Navigate to Community Site
Find additional AtTask Services
134
AtTask Community
community.attask.com
Have a question? Visit AtTask community for help articles, ondemand learning courses, register for AtTask courses, attend free
webinars, or schedule post-implementation consulting services.
sign-up for the AtTask community*

1. GO TO THE COMMUNITY PAGE. community.attask.com
2. ON DEMAND USERS: SIGN IN USING YOUR EXISTING USERNAME AND PASSWORD.
3. IF YOU ARE NOT ON DEMAND, CREATE A NEW ACCOUNT

BY CLICKING THE ALL OTHER CUSTOMERS TAB, AND
SELECTING CREATE NEW ACCOUNT.
4. FILL OUT THE REQUIRED FIELDS IDENTIFIED
WITH AN ASTERISK (*).
5. CLICK THE CREATE NEW ACCOUNT BUTTON.
6. GO TO YOUR EMAIL INBOX AND FOLLOW THE INSTRUCTIONS IN THE VALIDATION EMAIL.
*Registration is required to access some community content.
COMMUNITY USER GROUPS

User groups allows clients to collaborate and communicate with
other AtTask users, read blog postings, and network with users in
the work management world.
You can join an existing group, or create a new group that others
can join.
Join a group by clicking the All Groups tab. From the list, select
the group you wish to join. Select Join Group. View your groups
on the My Groups tab.
Chapter 11 AtTask Community
135
Education
Services
AtTask Education offers something for
everyone: onDemand Learning for the
busy professional, online webinars with
certified AtTask trainers, and the Pick
3 Program; tailored, to your specific
needs, and private education sessions
for your business. New AtTask users and
AtTask veterans, looking to expand their
product knowledge or needing a quick
refresher, should review the education
plan and course catalog for detailed
information about the right courses for
your individual needs.
attask courses
AtTask Fundamentals
Work Management
AtTask Administrator
Reporting Essentials
Portfolio and Resource Management
Intermediate Reporting
Advanced Reporting
Help Site
When you have questions, this is the first
place you should look for answers.
You can access the Help Site by clicking
the Help icon in the upper righthand
corner of any page in AtTask.
Help Site contains:
Announcements
Training Videos
Help Articles
Visit us: help.attask.com
Chapter 11 Education
136
Education
Services
onDemand Learning
AtTask is now offering a variety of
eLearning courses to help optimize
your use of the product and really drill
down into the core functionality that
will make work easier for you and your
organization.
New courses are being added all the time
so check back often to see what is new.
Webinars
Webinars are live, instructional sessions
designed to provide information for up
to one hour.
Webinars are topic-specific, they are
available to anyone who would like to
attend. They are free of charge.
You can find a list of upcoming webinars
and recordings of past webinars on the
community site.
Visit: community.attask.com/webinars
137
Education
services
Pick 3 program
A Pick 3 session allows you to organize
& tailor courses to your specific needs,
creating private education for your AtTask
users. It allows you to provide focused
education for your team on the topics and
functions they need most to be successful
when using AtTask to manage their work.
Each Pick 3 session allows you to pick three
topics and the AtTask Education team will
conduct a private three hour education
session for your organization. Each session
will be accompanied by a workbook that
covers the topics selected.
If you have questions about the Pick 3
program, feel free to contact your Account
Executive or email
educationinfo@attask.com
Sample Pick 3 Sessions:
Best Practices in Project Initiation
Workflow Management
Project Prioritization
138
Support
Services
AtTask offers four customer support plans,
ensuring you receive the level of support
that is appropriate for your business.
Support plans can be adjusted at any time.
Online Help Desk: 24x7
Phone Support: Sunday 8pm Friday 8pm
(Eastern Time)
Telephone: 801-373-3266 opt. 2
Toll Free: 866-441-0001 opt. 2
Visit the Community Site for release notes
and additional support guides.
Chapter 11 Support
139
Consulting
Services
The AtTask roadmap for success follows this
simple formula:
Success = Realistic Scope + Right Resources + Achievable timeline
Following this formula, AtTask consultants

provide best practices consulting to businesses
looking to implement work management
principles to their projects and processes.
Additionally, AtTask consultants provide design
and implementation approaches, tailored to your
business needs, to get your AtTask solution into
production quickly and easily.
Chapter 11 Consulting
140
Customer success
Program
The customer success program puts you,
the AtTask user, at the forefront of the AtTask
business model. Our customer success
consultants connect and engage with you
to ensure you receive maximum value from
the AtTask platform by providing additional
resources and expertise tailored to your AtTask
solution.
Customer success program:
Dedicated customer success consulting
Conference calls
Quarterly reviews of your account
Customized success road-map
For more information contact

Dustin Kenyon
Global Director, Customer Success
Desk Phone: 801-477-9528
dustinkenyon@attask.com
Chapter 11 Customer success
141

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Administrator

Course and Exercise Manual

Copyright 2013 AtTask, Inc.

How to use the participant workbook

To Get the Most From This Course:

 efrain from distractions. It is best to find a quiet workspace

 ou will have opportunities to practice what has been taught in a simulated

Chapter 2- System Preferences

Chapter 6 - Organizational Setup

Chapter 7- Customizing the AtTask

Preferences for Projects

Modifying Access Levels

Chapter 8 - User Setup

Chapter 4 -System Preferences:

Chapter 5 - Time and

Importing Users and

Issue Management Overview 

Chapter 11- AtTask Support

Chapter 9 - Request Queues and

 evelop questions to ask during the

Identify common system requirements

Chapter 1Determining Requirements

Understanding AtTask Relationships

There are two primary AtTask components: People and Work.

This is not meant to illustrate a comprehensive diagram

This is not meant to illustrate a comprehensive diagram

As you begin implementing AtTask, you can usually categorize

Chapter 1Determining Requirements

Asking the Right Questions

What problems are you trying to solve that prompted this

What are the strategic questions you hope to answer through

What metrics have been established to determine the

Business Processes/Project Management

How are projects managed today? Include any

With regards to project management, what does the ideal

What constitutes a successful project management

Identify current projects you will be migrating into AtTask.

Do you have a diagram or documented work flow for each

Chapter 1Asking the Right Questions

Asking the Right Questions

How are resources managed today? Please include any

What constitutes a successful resource management

Will you be tracking issues against projects in the system?

Please describe the desired process of how project issues

Will you be using AtTask as a help desk or issue management

Please describe the requirements of how you would like this

Chapter 1Asking the Right Questions

Asking the Right Questions

Which departments/divisions will be involved in the initial

How many unique processes will be involved in the initial

How many users will need to be trained in the initial roll

Can you provide an organizational chart that defines the

Describe in detail all the reports you plan to generate in

What dashboards are required for the Executive team to

Describe additional requirements determined by your

Chapter 1Asking the Right Questions

Identify System Preferences

Setup password and security Preferences

Establish Email Preferences

Chapter 2Customer Preferences

Chapter 2Customer Preferences

Chapter 2System Preferences

Chapter 2System Preferences

Incorrect Password Timeout

efrain from distractions. It is best to find a quiet workspace

ou will have opportunities to practice what has been taught in a simulated

Chapter 2- System Preferences

Chapter 6 - Organizational Setup

Chapter 7- Customizing the AtTask

Preferences for Projects

Modifying Access Levels

Chapter 8 - User Setup

Chapter 4 -System Preferences:

Chapter 5 - Time and

Issue Management Overview

Chapter 11- AtTask Support

Chapter 9 - Request Queues and

evelop questions to ask during the

Identify common system requirements

Identify System Preferences

Establish Email Preferences

Update Timesheet Preferences