Some activities must be performed at regular intervals. At the same time, the activity must be documented in an audit-proof manner and/or communication with colleagues, suppliers or third parties is part of the recurring task. In this case, automatically generated tickets are a good choice to keep track of the task and save time on ticket creation.
With time-controlled ticket creation, you can have tickets created automatically at regular intervals, directly in the right queue, with the right ticket type and the right service, etc., and the first article contains all the information relevant to the task.
Manage Generic Agent Jobs
To create a new ticket scheduler job:
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Click on the Add Job button in the left sidebar.
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Fill in the required fields.
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Click on the Save button.
To edit a ticket scheduler job:
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Click on a ticket scheduler job in the list of ticket scheduler jobs.
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Modify the fields.
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Click on the Save or Save and finish button.
To clone a ticket scheduler job:
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Click on a ticket scheduler job in the list of ticket scheduler jobs.
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Click on the Clone Job button on the left-hand side.
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Give the new ticket scheduler job a name and click on the Clone button.
To run a ticket scheduler job immediately:
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Click on the Run this job link in the column Run Now of the overview table.
The ticket will be created immediately.
To delete a ticket scheduler job:
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Click on the trash icon in the fourth column of the overview table.
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Click on the Confirm button.
Ticket Scheduler Settings
The following settings are available when creating or editing this resource. Fields marked with an asterisk are mandatory.
General Job Settings
Job Name*
The name of this resource. Any type of characters can be entered in this field, including uppercase letters and spaces. The name will be displayed in the overview table.
Comment
Describe the purpose of this job for other admins.
Validity
Set the validity of this resource. Each resource can be used in OTRS only if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the resource.
Recurrence
Choose how often this job should run. The following settings are available:
- Daily
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With this setting, the ticket will be created on a daily basis. Once this has been selected, another option appears which is used to specify the day rhythm at which tickets are created. In addition, the exact time at which the ticket is created must be selected.
- Weekly
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With this setting, the ticket will be created on a weekly basis. Once this has been selected, another option appears which is used to specify on which weekday (Monday to Sunday) the ticket is created.
In addition, the exact time at which the ticket is created must be selected.
- Monthly (specific day)
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With this setting, the ticket will be created on a monthly basis. Once this has been selected, another two options appear which are used to specify
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on which day of the month (1 to 31) and
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which monthly rhythm (every month, every 2 months, every 3 months, every 6 months, every 12 months)
In addition, the exact time at which the ticket is created must be selected.
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- Monthly (specific day)
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With this setting, the ticket will be created on a monthly basis. Once this has been selected, another two options appear which are used to specify
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on which day of the month (1 to 31) and
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which monthly rhythm (every month, every 2 months, every 3 months, every 6 months, every 12 months)
In addition, the exact time at which the ticket is created must be selected.
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- Monthly (weekday)
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With this setting, the ticket will be created on a monthly basis. Once this has been selected, these three options appear which are used to specify the monthly rhythm:
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the weekday occurrence (first, second, third, fourth, last)
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the weekday (Monday to Sunday)
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which monthly rhythm (every month, every 2 months, every 3 months, every 6 months, every 12 months)
In addition, the exact time at which the ticket is created must be selected.
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- Yearly
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With this setting, the ticket will be created on a yearly basis. Once this has been selected, another two options appear which are used to specify
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the month and
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the day of the month (1 to 31)
In addition, the exact time at which the ticket is created must be selected.
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- Once (specific date)
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With this setting, the ticket will be created on a specific date. Once this has been selected, the date on which the ticket is created must be specified.
In addition, the exact time at which the ticket is created must be selected.
On demand (Run Now only)
With this setting, the ticket is only created when an administrator clicks Run Now in the job overview.
Settings of Ticket Attributes
Type
Select a ticket type for the automatically created ticket.
Customer User
Select a customer user for the automatically created ticket.
Customer ID
Select a customer ID.
Queue*
Select a queue for the automatically created ticket.
Owner
Select an owner for the automatically created ticket.
Creator
Select an agent who will be set as the creator of the automatically created ticket.
Responsible
Select a responsible agent for the automatically created ticket.
Service
Select a service for the automatically created ticket.
SLA
Select an SLA for the automatically created ticket.
Priority*
Select a priority for the automatically created ticket.
State
Select a state for the automatically created ticket.
Dynamic Field
Select a dynamic field for the automatically created ticket.
From
Enter a From address for the automatically created ticket which will be used in the first article.
Subject
Enter a subject for the automatically created ticket which will be used in the first article.
OTRS tags can be used in Subject and Body. These OTRS tags are replaced by OTRS when generating the message. Find a list of available tags for this resource at the bottom of the screen.
Body
Enter a body text for the automatically created ticket which will be used in the first article.
OTRS tags can be used in Subject and Body. These OTRS tags are replaced by OTRS when generating the message. Find a list of available tags for this resource at the bottom of the screen.
Attachment
Select an attachment for the automatically created ticket which will be used in the first article.
Visible for Customer
Select whether the created article will be visible to the customer or not.
