Recurring tickets

If you perform the same service for a customer on a regularly recurring schedule, you have the option of creating a series of recurring tickets, rather than creating and scheduling each ticket separately.

  • You create a series of recurring tickets using a Recurring Ticket Template, where you enter information that is common to all tickets (or "instances") being created. The Recurring Ticket Template also defines the frequency or "recurrence," and the number of instances. Refer to Adding and editing recurring ticket templates.
  • You can create all instances when you create the recurring ticket template, or you can schedule the instances to be created a certain number of days before their due date. This just-in-time creation of instances avoids having to use workflow rules to keep future recurring tickets out of your ticket queues, or skew the number of pending tickets.
  • Once created, recurring tickets behave exactly like stand-alone tickets, and can be found on all ticket tables. They can be identified by the instance number that is appended to the ticket number.

EXAMPLE  T20230609.1234 is a stand-alone ticket number. T20230609.1234.009 is an instance of a recurring ticket.

You can also display the Recurring field on ticket tables. Recurring tickets show a check mark in the Recurring column.

  • The recurring ticket templates are managed on a separate page. You can perform selected tasks on all instances of a recurring ticket from the recurring ticket template, including editing some fields, and deleting the series of tickets. Refer to Managing recurring ticket templates.
  • You can also schedule ticket instances for recurring service calls, which are schedule items that appear on the Dispatch Calendar and your calendar in both Autotask and Autotask LiveMobile. Refer to Creating service calls on the recurring ticket template.

NOTE  Recurring tickets can only be created for organizations with the organization Your Autotask instance may be configured to use one of the following terms instead: Account, Business Unit, Client Company, Customer, Site. type of Customer.