Creating Recurring Tickets
Every Recurring Ticket Rule has a name and is associated with a Category and Ticket Template.
Note, because a Ticket Template may have multiple Recurring Rules, each rule has its own name. By creating a many-to-one relationship between Rules and Ticket Templates, you can use the same template in many ways.
For example, you may create a Regular Business Review (QBR) template, and create Rules that run quarterly for MSP customers and annually for Hourly customers.
Instead of creating recurring ticket rules per company, you instead point the rule at a CRM Search. This ensures that as companies in your CRM start matching, or stop matching, the CRM rule, the changes are immediate in our recurring ticket engine.
There are two scheduling parameters to consider: the Recurrence Window and the Capped Tickets.
The Recurrence Window is how often a ticket will be created for a specific company. If this is set to 30, then this rule will create a ticket once every 30 days.
The Capped Tickets is not related to the company. Instead, it’s a ceiling on how many tickets this Rule will create, in total, every time it runs. This ensures the Rule doesn’t overwhelm your helpdesk or NOC by creating hundreds of tickets when first created. It’s there to protect you and your team, so leave it at a reasonable number.
This rule will create new tickets using the parameters set in Ticket Configuration. We currently supported several fields for Tickets.
This is an OPTIONAL setting.
You can integrate our recurring ticket engine with our work scheduling engine via this panel. To do so, assign the desired primary resource and role.
You can stop here, or you can also set Resource Scheduling to send the ticket to our scheduling engine to block out time for the primary resource.