Ticket Scheduler (Recurring Tickets)

Introduction

Ticket Scheduler allows authorised users to schedule tickets that are automatically created at predefined dates and times. You can configure recurring tickets for a selected company, department, user, and problem or service request category, reducing the need to create the same tickets manually.

For example, if your IT Support department needs a daily backup check at 1:00 AM, you can configure a scheduler for the Backup category. The system will automatically generate a ticket every day at the scheduled time, helping ensure that the task is not missed.

Using this section, you can:

• Schedule Automatic Tickets: Configure tickets to be created automatically at a specified date and time.

• Configure Recurrence: Set the schedule to repeat daily, weekly, monthly, yearly, or according to the available recurrence options.

• Assign Ticket Details: Select the company, department, user, and problem or service request category for the scheduled ticket.

• Define Ticket Content: Specify the ticket subject and description so that the required information is included when the ticket is generated.

• Configure Email Details: Set the reply-to account, where applicable, for the scheduled ticket.

• Add Attachments: Include relevant files with the scheduled ticket, where supported.

Once configured, the scheduler automatically generates a ticket whenever the defined schedule is due.

These settings help automate routine activities, ensure recurring tasks are tracked through tickets, and reduce manual effort in day-to-day operations.

Navigation: Sidebar › Ticket › Ticket Scheduler

Viewing the Ticket Scheduler List

The scheduler list displays the main scheduling details and provides controls to edit, delete, or copy an entry. Use Search to locate a scheduler, Refresh List to reload records, and Filter to narrow the results.

_{Figure: Ticket Scheduler list}

_{Figure: Ticket Scheduler list — extended columns}

Creating a Scheduler

Step 1 → On the Ticket Scheduler screen, click Add Scheduler.

Step 2 → Select the Company, Department, User (Ticket Raiser), and Problem/Request Category. Select a Device if applicable.

Step 3 → Under Recurrence Pattern, choose Daily, Weekly, Monthly, or Yearly. Select the available cadence option, such as Everyday or Every Weekday, and set Starts At.

Step 4 → Enter the Subject and choose a Reply To account if required.

Step 5 → Enter the scheduled ticket Content. To include supporting files, drag and drop them into the attachment area or click Add Attachment.

Step 6 → Click Save to create the scheduler or Cancel to close the form without saving.

_{Figure: Add New Scheduler form}

Ticket Scheduler form fields

Configuring Recurrence

The available recurrence controls depend on the selected pattern. Choose the pattern and any displayed frequency option, then verify the start time before saving.

Recurrence options shown

Option	Purpose
Daily
Weekly
Monthly
Yearly

Filtering Schedulers

Step 1 → Click Filter on the Ticket Scheduler screen. Step 2 → Choose any required criteria: Company Name, Department, User, Problem Category, Problem Sub Category, Priority, Device, TAT, Cron Frequency, Subject, date filter, or date/time range.

Step 3 → Click Apply to display matching schedulers. Click Reset to clear the filter selections.

_{Figure: Ticket Scheduler filter dialog}

Ticket Scheduler filter fields

Managing Existing Schedulers

Edit a scheduler

Step 1 → Find the required scheduler and click the Pencil (Edit) icon. Step 2 → Update the scheduling, recurrence, content, or attachment details as required, then save the changes. Delete a scheduler

Step 1 → Click the Trash (Delete) icon for the scheduler. Step 2 → Review the confirmation prompt and confirm deletion if the scheduler should be removed.

Copy a scheduler

Step 1 → Use the Copy/Duplicate icon on the required row, where available, and review the new entry before saving it.