Understanding Recurring Tickets
The Recurring Tickets engine is robust and scalable. To understand how it works, consider that:
A Category is a way to group similar tickets, e.g., Account Management, NOC, Service Manager.
A Ticket Template is a written process to be followed, whether daily, weekly, monthly, or annually. Every Ticket Template belongs to a Category.
A Recurring Rule creates tickets using a Ticket Template. What’s special about Recurring Rules are that you can have multiple Rules for a single Ticket Template, they use our CRM Search and are not hard-coded to a specific company, and they create tickets the day-of.
It’s good practice to use the CRM Search “Self” while testing new Rules. That way the tickets are created against your own company.