Creating Recurring Tickets and Service Calls

Creating Recurring Tickets and Service Calls

What are Recurring Tickets?


We use recurring tickets for scheduled maintenance that must be done on a recurring  basis. 

The recurrence instances of each master ticket have a number appended. For example, if the master ticket is T20190528.0050, then the recurrences would have numbers like this: 
T20190528.0050.0001
T20190528.0050.0002
T20190528.0050.0003 
etc. 

How to Create a Recurring Ticket


There are several templates available in Autotask for recurring tickets that will prefill some of the info. Go to Form Templates>Service Desk tab. Filter on the form type Recurring Tickets:

RT002: [Maintenance] Backup Check for workstations
RT0021: [Maintenance] Backup Check for NAS 
RT0022: [Maintenance] Backup Check for Server
RT003: [Maintenance] Website Maintenance
RT005 [Maintenance] Quarterly Axcient Verification

General settings for all recurring tickets


1. Under General Ticket Info, configure these settings:


  1. Category must be Recurring Maintenance (set by template but confirm). 
  2. Title must contain "Scheduled Maintenance: " (set by template but confirm).
  3. Resource selected should be tech assigned to the service call. Make sure to choose the [Managed Services] role when selecting the resource. (Queue and Status will be set as Deferred by template. Source will be set as Insourced (by template). Work type set as Non Billable Support (by template). 
  4. Enter Contract. Enter Service Bundle.   
  5. Enter configuration Item Name (not applicable for web site maintenance). For Backup Service, config item should be device being backed up.  There should be a separate (recurrence template) ticket for each device being backed up.

2. Under Recurrence Tab: 

  1. Template should set the Frequency to monthly and Duration to 10 years (120 instances).
  2. Enter the start date and starting day of the month, starting shortly after the first backup is scheduled to run.
  3. Under Creation, create instances 7 Days before Due Date.


3. Under Service Calls tab.
  1. Tick box for "Create a series of service calls with the following start time and end time:" (The start time will default to one hour before the time in the Due Time field on the general tab.
  2. Once you tick the box, you can edit the start and end time. Scheduled maintenance generally doesn't take longer than 15 minutes so please keep this in mind when scheduling the start and end time for the service call. 

Alert
All recurring tickets must have the correct contract attached.


Additional Settings for Specific Ticket Types:


1. For Workstation Backup:
  1. Add ticket contact (who will be automatically notified of backup verification when ticket is completed). 
Info
IMPORTANT: If there is more than one device to be backed up, create a recurring ticket for EACH device. Specify the device in the ticket configuration item.  



Alert
You must use "Scheduled Maintenance:" (no quotes)  in title for recurring tickets so proper AT W/F Rule will fire!



3. If Configuring Axcient BCDR for a Server: 

Refer to “New BCDR – additional contract procedures”





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