HaloITSM Guides

In this lesson we will cover:

- What are Automated Tickets used for?

- How to configure automated tickets

See the related Administrator guide:

• Automated Tickets

What are Automated Tickets used for?

Automated Tickets are created with the purpose of prompting relevant Agents of events such as:

• Agreements commencing/expiring. 
• Asset Warranty commencing/expiring.
• Recurring Invoices coming to an end.
• Recurring Invoice lines starting/ending.
• Subscriptions commencing/expiring
• Licences commencing/expiring
• Invoices have been left Unpaid
• Asset has not been used for X amount of days

The idea is to set date criteria for any of the above events (Agreement expiring in 60 days, for example) & Halo will create tickets automatically upon the criteria being met.

Configuring Automated Tickets

You'll find the option to create Automated Tickets via heading to Configuration > Tickets:

Fig 1. The Automated Tickets Module

In this module, you will find a list of all of your Automated Tickets. Upon clicking 'New' to create an Automated Ticket, you will be presented with the 'Details' tab - this is where you set your creation criteria:

Fig 2. Criteria on the Automated Ticket

The 'Criteria' section is composed of two parts:

• Automation Criteria - This is a single select field where you pick the entity this Automated Ticket will be created for i.e: if you're concerned with Asset Warranty, pick 'Assets' from the dropdown. If you are concerned with the expiration of a Recurring Invoice line, pick 'Recurring Invoice Lines' etc..
• Creation Rule Table - This is where you set your specific criteria that have to be met for the Automated Ticket to be created i.e: this is where you would put the number of days before your recurring invoice line expires at which point the Automated Ticket is created.

Note: You must ensure that you set at least one date criteria in this table for the Automated Ticket to be created.

The next tab is the 'Values' tab. This behaves in a similar way to Ticket Templates & Scheduled Tickets, where you input the values of the Ticket to be used upon creation, this includes (but is not limited to):#

• The Tickets Type
• The Template used for the Ticket
• The Tickets Summary/title (NB: $_variables can be included here)
• The Team/Agent the Ticket should be assigned to.

You can also include To-do list items (via the To-Do List tab) which are checkboxes that must be ticked off before the Ticket can be closed & serve as a 'safeguard' to ensure all core points on a Ticket have been covered before closing i.e: if your Automated Ticket is going to be raised 60 days before your clients Agreement is due to expire, then one check box may be 'Renewal Quotation Sent'.