Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Using scheduled tickets can inform your agents of recurring events and monitoring to be done. This will generate a ticket at a set time with a given interval (such as every month/year/week etc). It is possible to pre-format the scheduled ticket with set field values.
This feature was designed for repeat tasks and monitoring. This can include routine maintenance or repeated tasks such as monthly checks of hardware or paperwork tasks to be done regularly.
Editing or Creating a Scheduled Ticket
- Click on an existing row or click "New" in the top right.
- Give this ticket a name, this will be the nominal title in the scheduled ticket list
- This is not the title or details of the end ticket.
- Fill in the schedule you wish the ticket to be generated on.
- A short guide can be found below detailing how this may be carried out.
- Add at least one end-user to log the ticket against.
- One ticket will be created for each user.
- The values tab holds the pre-populated fields which will appear on the ticket.
- Give the ticket a ticket type, summary and details as you would when you manually add a new ticket.
- Select the default status, team and agent as necessary.
- Carry on down the values list as if it were any other ticket with the same ticket type.
- Click on "To-Do Lists" and add any necessary to-do tasks in here.
- Add any related assets, this could be hardware to be monitored, software to renew licenses on etc.
- Navigate to the child ticket tab. Here you can add any templates that will generate child tickets of those types (should you wish to do so).
- Click Save.
Your ticket will now create on the schedule you have set with all the pre-populated values you have pre-set.
Selected Days of the Week
This is the way of sending regular weekly or daily reports and is a WYSIWYG system, so what you input will directly correlate to what happens.
Day of the Month and Repeat Interval
- This screen is a little more involved with "Send on this month" being the calendar month's number
- 0=Every Month, 1 = January, 2 = February etc.
- Repeat months being repeat every X months.
- Repeat years being repeat every X years.
- Days ahead of schedule is as it says
- This means you can set a report to send say on the 1st of every month but schedule it one day ahead to be the report for the month up to the last day exclusive
It should be noted that If "Send on this month" is 0 then the schedule will ignore repeat months. It should also be noted that if 'Send on This Day Of the Month' is outside of the date parameters (31st of Feb for example) then the ticket will be sent on the last day of the month.
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