Online Help | Web App

Managing Recurrent Tickets

The Recurrent Tickets functionality allows automated submission of Service Desk Tickets (Incidents, Problems, Change Requests, or Work Orders) according to the specified schedule. You can create jobs for running recurrent tickets, set their schedules, and specify Ticket details.

You manage recurrent Tickets jobs using the Recurrent Tickets grid. To open this grid, click Miscellaneous > Recurrent Tickets on the navigation menu.

To create a recurrent Ticket job:

  1. On the Module menu, click > Generic Recurrent Ticket.

  2. Type the job name and optionally the description.

  3. If you have many recurrent Ticket jobs, you may want to categorize them to make them easier to find. Select a category from the Category list or type a new one.

    NOTE: By default, the Category field is not included in the recurrent Tickets grid. To show the Category column you should modify the view configuration and add this field to the view. For details, see Showing and hiding record fields.

  4. To define the schedule for creating tickets, keep the Enable Recurrence check box selected, and click Change.

  5. On the Data tab, set values to ticket fields.

  6. Click OK.

To modify a recurrent Ticket job:

  1. Double-click the job record.

  2. Change its details as needed.

  3. Click OK.

To temporarily disable a recurrent Ticket:

  1. Double-click the recurrent Ticket job.

  2. Clear the Enable Recurrence check box. To re-enable a disabled job, select this check box.

  3. Click OK.

To delete a recurrent Ticket job:

  • Select the job record and click Delete on the Module menu.

To view completed sessions of a recurrent Ticket job:

  1. Double-click the recurrent Ticket job.

  2. Go to the Sessions tab. Here, you can view the statistics about completed sessions of the recurrent Ticket.

Each entry in the list contains Closedstatistics about a particular recurrent Ticket session:

  • Run Date - the date and time the session ran.
  • Comments - error messages added for the session.
  • Duration - the duration of the session.
  • Ticket num - the number (ID) of the created ticket.
  • Errors - the number of errors occurred during the session.