About roles and work types

The role describes the resource's job, and the work type describes the work they did.

Roles

Go to Left Navigation Menu > Admin > Admin Categories > Features & Settings > Finance, Accounting & Invoicing and open the Roles page.

Your Autotask instance is set up with two active roles, Administration and Technician.

• Administration is associated with all resources. The default Role Hourly Billing Rate for the Administration role is set to $0.00, because it is intended for tasks that you cannot bill to the customer.
• The default Role Hourly Billing Rate for the Technician is set to $150.00. Since labor rates vary considerably depending on where you do business, you may need to edit this rate for your market. You should set it at the level that applies to most of your services for most customers.

To get started, this is the only role you will need for billable labor. You should assign it to everyone who works on tickets. The role rate can be modified in two ways:

• By the work type you select for a time entry
• By a contract that lets you change the role rate for a specific customer

For general information about roles, refer to the context-sensitive help on this page: Left Navigation Menu > Admin > Admin Categories > Features & Settings > Finance, Accounting & Invoicing > Roles.

Work types

Work types are billing codes for labor that let you modify the role rate, depending on what the technician does and when he does it. We have configured the following work types in your Autotask instance:

Name	Description
Administration	This work type is non-billable and should be assigned to salespeople to record their time on tickets. Time entries associated with this work type will not show on invoices.
Emergency / After-Hours Support	This is the work type we have configured to be used when you respond to emergencies outside of regular business hours. It should be selected as the After-Hours Work Type on other work types. If a resource creates a ticket time entry that is either partially or completely outside of their regular business hours, they will be notified that the time entry will be split, and the time that is outside their business hours will be recorded on a separate time entry using the After-Hours Work Type. We have configured the After-Hours Work Type to use 2 times the role rate. You can modify this setting and determine which other work types will be using it.
Maintenance	Use this work type for proactive maintenance chores often associated with recurring tickets.
Non-billable Support	This work type should be used for things like warranty services or time used to correct a mistake. Time entries associated with this work type will show on invoices.
Onsite Support	This work type should be used for work that requires a trip to the customer site. It is configured to use 1.2 times the standard role rate. The Emergency / After-Hours Support work type is selected as the After-Hours Work Type.
Remote Support	This is the default work type for the Support Ticket ticket category. It assumes that the problem can be solved over the phone or by using an RMM tool, and uses the standard role rate. The Emergency / After-Hours Support work type is selected as the After-Hours Work Type.
Travel	If you bill for travel and how you do it is up to you. Some MSPs track mileage and bill it back to the customer, some charge for travel time, and some do both. This work type lets you bill for travel time but multiplies the standard Technician rate by .5. The Emergency / After-Hours Support work type is selected as the After-Hours Work Type.

As the owner, you can edit the settings for each work type and inactivate any you don't want to use on this page: Left Navigation Menu > Admin > Admin Categories > Features & Settings > Finance, Accounting & Invoicing > Billing Codes.