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Procedures tab

Service Desk > Desk Definition > New or Edit > Procedures tab

These procedures run immediately after a new ticket is created or are scheduled to be run a specified time after the ticket is created. If you create a new procedure that you want to run or schedule when a ticket is created, return to this tab to select it.

  • Ticket Change Procedure - The default Ticket Change procedure. A Ticket Change procedure runs each time a ticket is changed. Typically Ticket Change procedures notify the owner, assignee or submitter that a ticket has been updated.
  • Goal Procedure - The default Ticket Goals procedure. A Ticket Goals procedure runs after a specified time period, measured from the time a ticket was created. A ticket goal procedure usually records whether or not a ticket goal was met and sets the due date for closing the ticket.

    Note: The elapsed time counter for a ticket goal can be paused and resumed and the due date can be set in a procedure.

    Note: Each stage of a ticket can also specify and run a stage goal procedure.

  • Goal Time - The number of time-periods to wait before running the goal procedure.
  • Goal Time Units - The time-period unit of measure.