How to Create a Scheduled Ticket

Introduction

Scheduled Tickets can be configured to automatically create tickets for routine work items. This will allow technicians to easily track common work items, such as routine maintenance activities. Creating scheduled tickets require both a "Ticket Template" and a "Scheduled Ticket" to be created in order to function.

Vocabulary

Ticket Template

Ticket Templates allow users to quickly create a template for frequently-encountered work items that you would track as a ticket.

Scheduled Tickets

Scheduled Tickets utilize a Ticket Template to automatically generate a ticket based on a specified schedule. This is where you would set a schedule to generate tickets made from the Ticket Template. Multiple Schedule Tickets can reference one Ticket Template if appropriate.

NOTE: Only the owner of a ticket template or scheduled ticket can make edits to these items. By default, the owner will be the person who created the items unless a request is made to a TeamDynamix Administrator to reassign those to another individual.

Steps

See the following for a quick demonstration of how to create ticket templates and scheduled tickets.

Click to see a demonstration on how to create a scheduled ticket

1. Create a Ticket Template
   1. Log into the TDNext application.
   2. Select the Ticketing application where you want to create the scheduled the ticket (in most cases this will be the Technology Support Center application).
   3. Click the gear icon (upper right of the application) and select New Ticket Template
   4. Provide the required information:
      1. Template Name
      2. Template Visibility
      3. Form to use for the ticket.
      4. Classification of the ticket (Service Request, Incident, Change, Problem, or Release)
      5. Title
      6. Service
      7. Source: Scheduled Ticket
      8. Status
   5. Depending on the type of form/service you selected, you may have provided additional form specific required information.
   6. Provide additional information in the form, which will depend on the form.
   7. Click Save
2. Create Scheduled Ticket
   1. If not already there, log into the TDNext applications
   2. Click the gear icon (upper right of the application) and select New Scheduled Ticket
   3. Provide the required information:
      1. Name
      2. Schedule
      3. Mark "Is Active" if you want the tickets to be generated
      4. Classification, note you must have already created a Ticket Template with this classification.
      5. Template
      6. Acct/Dept
      7. Responsible
      8. Set Start Date as "days after creation" when you want the first ticket to be generated.
      9. Set the Due Date, as "days after creation" (if this is a ticket for an existing service it should match the SLA for the service).
   4. Click Save

Conclusion

Scheduled tickets are excellent tools to use for scheduling work on a recurring basis. You will want to keep in mind that you have to create a Ticket Template that is linked to the specific Classification (Service, Incident, Change, Problem, or Release) before you create the scheduled ticket. The scheduled tickets can be made private so only you can view the ticket, or you can open up the ticket to a larger group.