Scheduled Tickets
- tickets
- administrator
- schedule
- template
Configuration > Tickets > Scheduled Tickets
Related Guides:
Schedule
| Field | Type | Description |
| Name | Free Text | This will be the name of this Scheduled Ticket as it appears elsewhere in the system. |
| Active | Checkbox | When checked, this Scheduled Ticket will continue to be created on schedule under whichever conditions it should create. If not, tickets will cease to be created from this template. |
| Calendar | Calendar (Read-Only) | This will visualise the schedule you are setting up below. |
| Schedule Type | Single Select | This will determine the regularity of the schedule, the choice is on a weekly basis or a monthly basis. |
| Time | Time (12h Clock) | The time selected here will be the time at which the Scheduled Ticket will generate on the days selected below. |
| Start Date | Date | The date selected here will be the lower date boundary from which these Scheduled Tickets will generate from. |
| Frequency | Single Select | The selection made here will determine which and how often the below selected days will be recognised in this schedule. For example, should "First of month", "Monday", and "Wednesday" be selected, then the first Monday and Wednesday of every month will create this ticket. |
| Monday - Sunday | Checkbox | The day(s) selected here will be the days on which this Scheduled Ticket will generate, according to the "Frequency" field above. |
| Send on this day of the month | Integer | The value here will correspond to the day of the month on which this Scheduled Ticket will generate. For example, 12 will correspond to the 12th of the month. |
| Send on this month | Integer | The value here will correspond to the month on which this Scheduled Ticket will generate. This can be set to 0 for all months, and any number between 1 and 12 to be the month of the year. For example, 3 will correspond to March. |
| Repeat Months | Integer | The value here will determine how many months will be counted from the selected month until the next ticket is created. Set this to zero to have this as a once every [Repeat Years] schedule. |
| Repeat Years | Integer | The value here will determine how many years will be counted from the first ticket creation until the next one is generated automatically. Set this to zero to have the repeats contained to a monthly basis only. |
| End Date | Date | The date selected here will be the upper date boundary in which these Scheduled Tickets will generate between. If left blank, these will generate indefinately. |
| Number of days ahead of schedule to create | Integer | The value here will determine how many days before the scheduled date(s) above that the Ticket will be created. |
| Create on holidays | Checkbox | When checked, Scheduled Tickets will continue to be created even if the scheduled date falls on a Holiday (These are set in Workdays). |
Workdays to use for Holiday | Single Select | Only applicable if 'Create on holidays' is disabled, so this ticket will not create on holidays. Here, you can choose which workday is used for this scheduled ticket. The holidays against this workday will be used as the 'holidays' for the scheduled ticket. |
| Ticket creation | Single Select | The selection here will determine which entity these Scheduled Tickets will be created for. The choice can be made between any Assets linked to this schedule, or any linked Users. |
Users
Any Users added to this list will have a separate ticket created from this Schedule, and have it assigned to them. These will not be linked together and will act as separate tickets.
Values
| Field | Type | Description |
| Ticket Type | Single Select | Tickets created via this Schedule will be logged with the selected type. Other fields in this menu will only be System Fields, and will not be Type-related (this will only restrict the list of assignable Teams) |
| Summary | Free Text | This will be the Summary of the tickets created from this Schedule. |
| Details | Rich Text | This will populate the Details of the tickets created from this Schedule. |
| Status | Single Select | The selection made here will be the Status that any new tickets logged from this Schedule will be set to. |
| Team | Single Select | The ticket created from this Schedule will be assigned to this Team. (These will be restricted according to the selected Ticket Type) |
| Agent | Single Select | The ticket created from this Schedule will be assigned to this Agent. This includes options to choose a specific agent, use intelligent routing options or assign to the account manager, primary or secondary agent for the client. For more information on the intelligent routing options available checkout Distributing Tickets (Intelligent Routing, Load Balancing, Round Robin, Qualification Matching). |
| Priority | Single Select | The ticket created from this Schedule will have it's Priority set to this value. |
| Category 1 | Single Select | The ticket created from this Schedule will have it's Category 1 field set to this value. (This is often renamed) |
| Category 2 | Single Select | The ticket created from this Schedule will have it's Category 2 field set to this value. (This is often renamed) |
| Category 3 | Single Select | The ticket created from this Schedule will have it's Category 3 field set to this value.(This is often renamed) |
| Category 4 | Single Select | The ticket created from this Schedule will have it's Category 4 field set to this value. (This is often renamed) |
| Estimated Time | Time (hh:mm) | The ticket created from this Schedule will have it's Estimated Time set to this value. |
| Start a Workflow | Single Select | Tickets created from this Schedule will automatically begin the selected Workflow at it's first step. |
| Start an Approval Process | Single Select | Tickets created from this Schedule will automatically begin the selected Approval Process at it's first step. |
| Impact | Single Select | The ticket created from this Schedule will have it's Impact set to this value. |
| Urgency | Single Select | The ticket created from this Schedule will have it's Urgency set to this value. |
| Show to End User | Single Select | The selection made here will decide whether or not tickets created from this Schedule will be made visible to the End-User via the Self Service Portal. |
| Forward incoming updates to all recipients | Single Select | The selection made here will decide whether any updates to tickets created from this Schedule will be forwarded to all recipients, regardless of them being in the individual email's recipient list. |
| Exclude from SLA | Single Select | The selection made here will decide whether tickets created from this Schedule will have to follow their SLA or not. |
| Article | Single Select | The Article selected here will be linked to any tickets logged by this Schedule, and will be available as a guide to the User or Agent viewing. |
| Email Cc List | Multiple Select | Any Emails selected here will be added to the Email Cc list of any tickets created from this Schedule. |
| Budget Type | Single Select | Budgets are used for internal tracking of time/ money. The budget type is set to decide the default rate per hour. The rate set on a budget type determines the (internal) hourly rate to use for a Budget type. Used as a means of calculating Project costs. |
| Override Budgets Table | Checkbox | If a budgets table has been set, you can override with the budgets set on the table below. With this option set, you can override the budget table set on the project per task. Useful for creating the child ticket templates (tasks) for projects. |
| Budgets Table | Table | Set some budgets for the Table, which will be the budgets inherited for this template |
| Default Start Date | Integer | Should any value other than -1 be set here, tickets created via this Schedule will have their Start Date set to this many days after their logging date. |
| Default Target Date | Integer | Should any value other than -1 be set here, tickets created via this Schedule will have their Target Date set to this many days after their Start Date. Should no Start Date be specified beforehand, the ticket's logging date will be used instead. |
| Related Services | Multiple Select | Any Services selected here will be linked to tickets created via this Schedule. |
| Default Resource Type | Single Select | Tickets created from this Schedule will be logged with this Resource Type, used for resource booking. |
| Additional Agents | Multiple Select | Should multi-Agent tickets be enabled, additional Agents selected here will be marked as working on Tickets created from this Schedule alongside the Assigned Agent. |
To-Do List
This to-do list will be added to tickets generated via this template. These, unless configured otherwise, will act simply as a visual aid as to what needs doing on that task. Their completion can be configured to be compulsory before the closure of the ticket.
| Field | Type | Description |
| Add... | Single Select | This will determine the way you are adding the To-Do item(s) to this list. |
| Task | Free Text | Should "Add an ad-hoc To-Do item" be selected, this will allow the input of any text value to be used as a To-Do item on the Ticket's To-Do list. |
| Template | Single Select | Should "Add a To-Do list from a Template" be selected, this will allow you to select a Template from which any and all To-Do list items are pulled from. |
| To-Do List Group | Single Select | Should "Add a To-Do List Group" be selected, this will offer a choice of any To-Do List Groups to add to this list. These have their own Headers and contain several to-do list items each. The option will also appear next to this to configure a new To-Do List Group. |
| Customer | List | The To-Do List Item(s) will only be added to tickets generated by this template should the ticket be under any Customers listed here. |
Related Assets
Any Assets added to this list will have individual tickets created for them when this Schedule is met, with the End-User being set to the Asset's User. These will not be linked together and will act as seperate tickets.
Children
Child Ticket Templates can be listed here and will be created alongside any tickets created via this Schedule. Creation rules can be specified to have these Children be created once certain criteria are met, such as another Child's closure.
| Field | Type | Description |
| Name | Header | This will be the name of any Child Templates added to be used with this tickets generated via this (parent) template. |
| # of Rules | Header | This will be how many creation rules are configured on this particular Child In order for the Ticket to generate. Should no rules be stated, the Child will be created and attached as soon as tickets are created via this (parent) template. If the checkbox 'Create in a read-only state' is on from within the child tickets Values Tab. Then there will be a creation rule 'Type' called "Unlock Rule" this could then have 'Condition': 'Unlock after closing another child', which when set, gives you the option for a child ticket template that needs to be closed off before this child ticket can be edited. |
| Group Number | Integer | The Group Number will determine the rule group to which this rule being created belongs to. Only one rule from a certain group will need to be matched for that group to be marked as met. Should several groups be present, all groups will need to be marked as met, along with any non-grouped rules, for this Child to be created. |
| Condition | Single Select | The selection made here will dictate the criteria that this rule will need to meet to be marked as matched. The selection will provide different options below with which to configure the rule, which should be self-explanatory. |
Attachments
Once created, this Schedule can have Attachments uploaded to it. Anything linked here will be attached to any tickets being created via this Schedule. These can be renamed after uploading.