Create a Scheduled Ticket

Overview

Scheduled tickets can be configured within an Enterprise Service Management (ESM) Ticketing Application so that routine work items can have tickets automatically created. This allows individuals to easily track common work, such as routine maintenance activities.

Important
It should be noted that scheduled tickets cannot be viewed until after they have been created. However, ticket schedules can be viewed and modified as needed.
Tip
In order to create a scheduled ticket, at lest one ticket template must exist within the Ticketing Application. Read the Create a Ticket Template KB article for further details.

What materials do I need?

  • Internet access
  • Web Browser
  • Access to TDNext

How do I use this technology?

  1. App Admins, login to UA ESM system, as the ticketing application's service account.
  2. In TDNext, click Applications, then select a Ticketing Application.
  3. Click the Settings on the right side of the toolbar.

    Enterprise Service Management Ticketing App Settings button highlighted
     
  4. Click New Scheduled Ticket.

    Enterprise Service Management Ticketing App New Scheduled Ticket button highlighted
     
  5. A New Ticket Schedule form window will open.

    Enterprise Service Management Ticket App New Ticket Schedule form window
     
  6. Under the Schedule Details section, complete the following:
    1. In the Name field, enter a descriptive name for the schedule (e.g. LIB 105 Scheduled Maintenance).
    2. In the Schedule dropdown menu, select the frequency (e.g. Daily, Weekly, Monthly, Yearly) which a ticket will be generated.

      Enterprise Service Management Edit Ticket Schedule Frequency dropdown menu options
      • Set the Recurrence Pattern as desired.
        Tip
        The available options are determined based upon the frequency selected.
    3. In the Start Date and Time field enter date at which the schedule will begin, and the time at which each scheduled ticket will be created.
    4. Set the Is Active field when scheduled tickets should be created.
  7. Under the Ticket Details section, complete the following:
    1. In the Classification dropdown menu, select the appropriate ticket classification. In most cases, scheduled tickets will use the Service Request classification.
    2. In the Template dropdown menu, select the appropriate template.
    3. In the Requestor field, enter the name of the primary customer contact, leave the Notify checkbox selected.
    4. In the Acct/Dept field, select the customer department.
    5. In the Responsible field, select the group that is responsible for working the ticket.
    6. In the Start Date field, optionally enter the number of days after which the ticket is created to begin work on the ticket.
    7. In the Due Date field, optionally enter the number of days after which the ticket is created that the work is due.
  8. At the top of the window click Save.

 

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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