Recurring Master Tickets

Service Desk > Recurring Master Tickets

The Recurring Master Tickets page creates a series of "child" tickets for a recurring support issue. For example, a maintenance service call might be required on a recurring basis for a hardware asset.

• You can create a series of service calls, with each service call linked to its own child ticket.
• You can link a recurring master ticket to a contract. When you do, each child ticket will be linked to that contract.
• Once the recurring master ticket is saved the first time, defaults on the Defaults tab cannot be changed.
• You can select any created child ticket from the Tickets tab of the recurring master ticket.
• You can create additional child tickets by extending the recurring time period on the Recurrence tab. This is the only recurrence setting you can change.

Creating New Recurring Master Tickets

1. Select the Service Desk > Recurring Master Tickets page.
2. Click New.
3. Enter the following in the Defaults tab.
   • Title
   • Client
   • Location
   • Main Branch
   • Contact
   • Primary Assignee
   • Queue
   • Issue Type
   • Sub-Issue Type
   • Ticket Type
   • Status
   • Priority
   • Medium
   • Work Type
   • Contract
   • Due Time
   • Estimated Hours
   • Affected Hardware Asset
   • Affected Software Asset
   • Ticket Details
4. Select the Recurrence tab. Specify how many tickets to create in the series and the interval between them.

   Duration

   • Start Date
   • End After <N> occurrences
   • End On

   Recurrence - A recurrence can only be modified if it's incremental.

   • Repeats - Daily, Weekly, Monthly, Yearly
   • Repeats <periods>
   • Repeats every <N> <periods>

     for weekly Repeat on

     • Sun, Mon, Tue, Wed, Thu, Fri, Sat

     for monthly Repeat on

     • Day <N> of the month
     • The <N> <weekday> of the month

     for yearly Repeat on

     • Every <calendar_month> <day_of_month>
     • The <N> <weekday> of <calendar_month>
5. Select the Service Calls tab. Optionally create service calls, one for each ticket in the series.
   • Create service calls - Yes or No
   • Start Time
   • End Time
   • Description
6. Click the Custom Fields tab.
   • Enter values in the custom fields, as appropriate for this record.
   • Custom fields for the TicketRecurringMaster module are maintained using the Admin > My Company > Custom Fields page.
7. Click Save.
8. Click the new Tickets tab added to the recurring master ticket.
   • A series of child tickets are listed.
   • Click each ticket to view or work that individual ticket.
   • If service calls were created for each ticket, click the Service Calls & To-Dos tab inside the individual ticket to see it listed.
   • If a service contract was added to the recurring master ticket, each individual ticket is linked to this same contract.