Scheduled Tickets

Scheduled tickets automate the creation of recurring work items on a defined schedule. This feature helps teams track routine maintenance activities, regular inspections, or any other cyclical tasks without manual ticket creation.

Each ticketing application can have multiple scheduled tickets configured independently. Once set up, tickets are automatically created according to your specified schedule using a predefined ticket template.

Scheduled tickets allow you to:

  • Automatically create tickets for routine maintenance or recurring work
  • Ensure consistent tracking of cyclical tasks
  • Reduce manual effort in ticket creation
  • Maintain accurate records of scheduled activities

Key Considerations:

  • Scheduled tickets cannot be viewed until after they are created
  • Ticket schedules can be viewed and modified as needed
  • At least one ticket template must exist before creating a scheduled ticket
  • Only active scheduled tickets will generate new tickets
  • Activating an inactive schedule will not create tickets retroactively for missed periods

 

In this article, we'll cover:

Creating Scheduled Tickets

Prerequisites: At least one ticket template must exist in your ticketing application. Learn more about creating ticket templates.

To create a scheduled ticket:

  1. In Work Management, click View Applications then select your Ticketing application tile
  2. In the Application Toolbar, click the gear icon
  3. Click New Scheduled Ticket
  4. Complete the ticket schedule form with the required information
  5. Click Save

Schedule Details

Configure when and how often tickets should be created:

  • Name – A descriptive name for the schedule (helps you track the schedule; not used as the ticket title). The ticket title will be determined by the selected template.
  • Schedule – How often tickets should be created (Daily, Weekly, Monthly, or Yearly). Additional options appear based on your selection
  • Is Active? – Controls whether tickets are automatically created. Deactivating a schedule stops ticket creation without deleting the schedule configuration. Upon activating a schedule, any tickets skipped during the inactive period will NOT be created retroactively.

Ticket Details

Define the properties of automatically created tickets:

  • Classification – The ticket classification to apply when creating tickets
  • Template – The ticket template to use. Only templates matching the selected classification are available. Click the + icon to create a new template if needed
  • Requestor – The user who will be marked as the requestor on created tickets. Click the + icon to create a new user record if needed
  • Notify Requestor? – Whether to send an email notification to the requestor when tickets are created
  • Acct/Dept – The account/department to associate with created tickets
  • Responsible – The user to assign as responsible when the ticket is created. Leave blank to create unassigned tickets
  • Notify Responsible? – Whether to notify the responsible resource when tickets are created
  • Asset/CI – The asset or configuration item to associate with created tickets
  • Start Date – Number of days after ticket creation when work should begin
  • Due Date – Number of days after ticket creation when work is due

Managing Scheduled Tickets

Viewing Your Scheduled Tickets

To view your scheduled tickets:

  1. In Work Management, click View Applications, then select your Ticketing application tile
  2. In the Application Toolbar, click the gear icon
  3. Select My Schedules

Editing a Scheduled Ticket

You can edit any scheduled ticket you own:

  1. In Work Management, click View Applications, then select your Ticketing application tile
  2. In the Application Toolbar, click the gear icon.
  3. Select My Schedules
  4. Click the Name of the schedule to modify
  5. Click Edit
  6. Modify the desired fields
  7. Click Save

Changing the Owner of a Scheduled Ticket

Ticket schedule ownership may need to change when team members transition roles or leave the organization. Only administrators can transfer ownership of scheduled tickets.

Important: When changing ownership, verify that the new owner can access the ticket template used by the scheduled ticket. Check the template's visibility settings to ensure ticket creation continuity.

To change the owner of a scheduled ticket:

  1. Open the Scheduled Tickets configuration page:
    • Ticketing Application Admins:  In Work Management, go to the Ticketing Application > gear icon > Admin > Scheduled Tickets
    • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application > Scheduled Tickets
  2. In the Change Owner column, click Change.
  3. Enter the new owner
  4. Click Save

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