Handling Autotask Child Companies

Autotask lets you create multiple companies that can belong to a single parent company.

• Best Practices for Handling Child Companies
• Adding Autotask Child Companies
• Removing Autotask Child Companies
• What to Keep in Mind with Child Companies

Best Practices for Handling Child Companies

These companies often share a single Microsoft 365 tenant but have different geographic locations. All CloudRadial companies should match with a single 365 tenant. If Autotask child accounts have different 365 tenants, you should treat them as regular CloudRadial companies.

Adding Autotask Child Companies

To accommodate Autotask child companies, you will need to set up as follows:

1. Navigate to Partner > Clients
2. Use the +Add button at the top right to add a company
3. Use the Lookup button on the PSA and Office 365 identifier fields to find the appropriate IDs for the company you are adding
   
   
4. Once added, Edit this company in CloudRadial
   • You can do this either by selecting Edit via the 3 blue-dot menu next to the company's name or by selecting the company and selecting Edit at the top right
5. Navigate to the Child Accounts tab at the top
6. Bring in the child companies for that company. You can do so by either:
   1. Using the Import button to bring in the child companies listed under their company
   2. Using the +Add button to search for specific child companies in the entire PSA
      
      
      
      Note: If you have previously imported them as standalone companies, you will need to first delete them from CloudRadial. See Removing Autotask Child Companies below for details.
      
      
7. Select Close when you are finished adding the companies

You may need to resync the company data for the child company data to display properly. You can either wait for the overnight sync or you can force a sync by simply selecting the company in Partner > Clients and using the Sync option. 

Removing Autotask Child Companies

To remove Autotask Child Companies:

1. Navigate to Partner > Clients
2. Select and Edit the company that needs child companies removed
   • You can do this either by selecting Edit via the 3 blue-dot menu next to the company's name or by selecting the company and selecting Edit at the top right
3. Navigate to the Child Accounts tab at the top
4. Select the 3 blue-dot menu on the right and use the Remove this child account option

What to Keep in Mind with Child Companies

• Contacts will be synced from Autotask to CloudRadial. Their existing child account company ID is stored so that the tickets they create are created under the correct Autotask company.
  
  
• When editing users, you can use appropriate custom roles to give them the ability to view all tickets only within their "site" or child account.
  
  
• Users found in Office 365 that are not already in Autotask will be created in the parent-level company. To prevent this, you must disable the sync from Office 365 to Autotask.
  • This is an optional setting that is found when editing a company via Partner > Clients. It is the option to Update PSA contacts from Office 365 users?
  • Read this article for more details on sync settings and how they work