Scheduled Tickets

Summary

Scheduled Tickets can be configured so that routine work items can have tickets automatically created. This allows technicians to easily track common work items, such as routine maintenance activities. It should be noted that these tickets cannot be viewed until after they are created. However, users are able to monitor scheduled ticket information before these tickets are automatically created.

Creation

These tickets can only be created by users who have access to at least one Ticketing application. In addition, these can only be created if at least one ticket template has been created for the application. A list of templates for the application can be viewed by locating the gear icon on the right side of the toolbar and clicking the My Templates option. See the related articles section of this page for instructions on how to create a ticket template.

Once you have ensured that you have a ticket template to use for the application, scheduled tickets are able to be created. To create a new scheduled ticket, click on the gear icon, then choose the New Scheduled Ticket option in the menu. The different fields available for scheduled tickets are outlined in the following section.

Configuration

A variety of fields are available so that users are able to customize Scheduled Tickets as needed, including the Schedule Details as well as supplying Ticket Details for when it is created. The below fields can be configured for scheduled tickets:

Schedule Details

  • Name (required): The name that will be used when these tickets are created. This name also helps users to track the schedule.
  • Schedule (required): The user must select Daily, Weekly, Monthly, or Yearly, which determines how frequently a ticket will be created. In all cases, users are required to specify a Time at which the ticket will be created for the schedule. Unless Daily is selected, other fields are required, as specified below:
    • Weekly: The user is required to select all Day(s) of the Week on which to generate tickets.
    • Monthly: Users are required to enter a Day of Month, which is the numerical day that a ticket will be created every month.
    • Yearly: The user is required to supply a Month/Day on which the ticket will be created every year.
  • Is Active?: Whether or not a scheduled ticket is active. Only active scheduled tickets will have tickets created. It is also worth noting that upon activating a schedule, any tickets skipped during the period of inactivity will NOT be created retroactively.

All of the above fields can be configured so that the ticket schedule occurs in the proper intervals for the user's work items. In addition, this section can also be used to change the Active status of the ticket schedule to determine whether or not tickets are still automatically created.

Ticket Details

  • Classification (required): The classification that is applied when the ticket is created.
  • Template (required): The template that will be used to create the ticket for the provided schedule. Only templates with the associated Classification are selectable in this field. For this reason, a Classification must be selected before a user can select a template. There is also a + icon next to this field so that users can create new ticket templates that are associated with the selected Classification.
  • Requestor (required): The user who will be marked as the requestor when the ticket is created. There is also a + icon next to this field if the ticket's requestor does not yet have a user record.
  • Notify Requestor?: A checkbox indicating whether or not to send an email notification to the Requestor when the ticket is created.
  • Acct/Dept (required): The Acct/Dept to be associated with the ticket when it is created.
  • Responsible: The user who will be marked as responsible when the ticket is created. If a value is not provided, the ticket will be unassigned when it is created.
  • Notify Responsible?: A value indicating whether or not to notify the responsible resource when the ticket is created.
  • Asset/CI: The Asset/CI to associate with any tickets created by this schedule.
  • Start Date: The number of days after which the ticket is created to begin work on the ticket.
  • Due Date: The number of days after which the ticket is created that the work is due.

All of these fields allow users to tailor ticket creation schedules for tracking routine work activities. By configuring ticket details, users can ensure that the ticket's data properly represents the work to be performed.

Modification

As work requirements change, these Scheduled Tickets may need to be updated in the system so that the ticket contents/schedule is up-to-date. Users can view a list of scheduled tickets for a ticketing application by locating the gear icon in the top right of the toolbar and clicking the My Schedules option from the dropdown menu. It should be noted that this page displays a list of all ticket schedules for which the current user is the owner.

Users are able to click on the name of a ticket schedule to read more information and update it, if necessary. On this page, you are able to see a summary of all provided Schedule/Ticket Details. In addition, you are able to click the Create Now button to trigger creation of the ticket specified for the schedule. This allows users to easily see what the automatically-generated tickets will look like in the future.

Administration

Since only the owner of a ticket schedule is able to edit it, sometimes the owner for a ticket schedule may need to be changed. This can be performed in the Admin tool or by users who are marked as the Application Administrator. 

Users who have Admin access can locate the scheduled tickets by clicking Applications > [Ticketing App] > Scheduled Tickets. Application administrators can also view this information by clicking the gear icon in the top right of the toolbar, selecting the Admin option from the dropdown, and locating Scheduled Tickets.

This page displays a list of all scheduled tickets for the application as well as the owner. The owner for a ticket schedule can be updated by clicking the Change link next to each item. This will ensure that only the new owner can modify the scheduled ticket information in the respective ticketing application.

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Details

Article ID: 2053
Created
Fri 7/25/14 4:32 PM
Modified
Tue 12/17/19 3:34 PM

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