Scheduling recurring tickets

If you have tickets that must be created periodically, you can configure a schedule to create these tickets automatically. You can create a template based on which the ticket is created automatically at a specified time. For more information, see Creating and managing form templates.

For example, every month you must replace ink cartridges for printers. You can configure a schedule to create a ticket on the first of each month. This saves the time spent on creating the same ticket manually. The start date of a ticket schedule is based on the application server time zone. Any error generated for a ticket schedule is recorded in the ServiceManagement log file.
You must have system administrator permissions for scheduling the recurring tickets.

To configure a schedule for a recurring ticket

1. On the header bar, expand the hamburger menu  and select Configuration.
2. Click Application Settings > Scheduled Tickets.
3. On the Scheduled Tickets page, click New.
4. In the New Scheduled Ticket dialog box, from the Ticket Template list, select a template.

5. In the Start Date field, select a date to schedule the recurring ticket. The ticket schedule is activated only on the date that you select in the Start Date field.

6. In the Recurrence Pattern field, select a pattern according to your requirements. 
   The following considerations apply when you configure a ticket schedule to recur daily:

   • (2021 Release 01) If you select Daily in the Recurrence Pattern section, then the Ticket Scheduler runs every n days (where n is either greater than or equal to 1). The ticket schedule recurs every nth day starting from the date when you scheduled it to run.

     Example

     Today is January 14. In the Start Date field, you have selected January 15. In the Time field, you have selected 4:00 P.M. In the Run every field, you have selected 3 days. The Ticket Scheduler first runs on January 15 at 4:00 P.M. Subsequently, it will run at 4:00 P.M. on the following days:

     • January 18
     • January 21
     • January 24
     • January 27

   • (2021 Release 01) If you select Daily in the Recurrence Pattern section, then the outcome depends on your specifications, as follows:

     • If you select a future date in the Start Date field, then the Ticket Scheduler runs on the future date. 

     • If you select a past date in the Start Date field, then the Ticket Scheduler runs on the corresponding future date. 

     • If you select the current date in the Start Date field, and if you select a past time in the Time field, then the Ticket Scheduler runs on the corresponding future date. 
       Consider the following three scenarios to understand the recurrence of ticket schedule:

       Scenario 1

       Today is April 14. You enter the following values in the respective fields:

       Field	Value
       Start Date	April 17 (a future date)
       Time	4:00 P.M
       Run every	3 days

       Scenario 2

       Today is April 14. You enter the following values in the respective fields:

       Field	Value
       Start Date	April 11 (a past date)
       Time	4:00 P.M
       Run every	3 days

       Scenario 3

       Today is April 14. You enter the following values in the respective fields:

       Field	Value
       Start Date	April 14 (the current date)
       Time	4:00 P.M (a past time)
       Run every	3 days

       In all these scenarios, the Ticket Scheduler first runs on April 17 at 4:00 P.M., and subsequently at 4:00 P.M. on the following days:
       

       • April 20

       • April 23

       • April 26

       • April 29

     • If you select the current date in the Start Date field, and if you select a future time in the Time field, then the Ticket Scheduler runs on the current date. 
       

       Example

       Today is June 14. In the Start Date field, you have selected June 14 (the current date). In the Time field, you have selected 4:00 P.M. (a future time). In the Run every field, you have selected 3 days.

       The Ticket Scheduler first runs on June 14 at 4:00 P.M., and subsequently at 4:00 P.M. on the following days:

       • June 17

       • June 20

       • June 23

       • June 26

   • (2021 Release 01) When you upgrade to Track-It! 2021 Release 01 from Track-It! 2020 Release 03 and earlier, the ticket schedules that are configured to recur daily are recalculated to follow the updated recurrence pattern.

     Example

     Today is June 14. In the Start Date field, you have selected June 14 (the current date). In the Time field, you have selected 4:00 P.M. In the Run every field, you have selected 3 days.

     • For Track-It! 2020 Release 03 and earlier, the import schedule will recur every 3rd day starting from June 1.
       The Ticket Scheduler first runs on June 16 at 4:00 P.M. Subsequently, it will run at 4:00 P.M. on the following days:

     • • June 19
       • June 22
       • June 25

     • If you upgrade to Track-It! 2021 Release 01 from Track-It! 2020 Release 03 and earlier on June 14 after 4:00 P.M., then the Ticket Scheduler recalculates the import schedule.
       The Ticket Scheduler first runs on June 17 at 4:00 P.M. Subsequently, it will run at 4:00 P.M. on the following days:

     • • June 20
       • June 23
       • June 26

7. (Optional) To disable a scheduled ticket, select the Mark as Inactive check box.
   

8. Click Save.

Editing or deleting a scheduled ticket

1. Navigate to the Scheduled Tickets page (hamburger menu > Configuration > Application Settings > Scheduled Tickets).

2. On the Scheduled Tickets page, perform one of the following actions:

   To edit a scheduled ticket	Select a scheduled ticket and click Edit. In the Edit Scheduled Ticket dialog box, edit the required fields and click Save. Note: If you edit a ticket schedule, the existing tickets are not impacted. Only the tickets created after editing the schedule are impacted.
   To delete a scheduled ticket	Select a scheduled ticket and click Delete . In the Delete Scheduled Ticket dialog box, click Yes.