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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > Automated Tickets - Next Call Date

Automated Tickets - Next Call Date

In this lesson we will cover:

- How to create an automated ticket based on the Next Call Date field


Within Halo, you can set up automated tickets to monitor the agreement next call date field. This is useful for setting up a date to be notified as to when you should contact clients regarding their agreements. This is possible due to the criteria set against an automated ticket. First of all when you are creating the Agreement, you can add in the next call date, this is the date which you will want to call the client back to make them aware that their Agreement is about to end, so you can discuss renewal/ changes that they may want on the Agreement. You can also set the Agreement(Contract) Type against the Agreement:

Fig 1. Agreement(Contract) Type Set against the Agreement


This can then be added as the criteria of the automated ticket (Configuration > Tickets > Automated Tickets):

Fig 2. Automated Ticket Criteria


The Agreement(Contract) Type can be set against multiple Agreements, this means that you will only have to set a next call date automated ticket per Agreement type. You could also match on criteria such as the Status of the Agreement or the Labour Type.


Then like any other ticket template, you add the ticket type and other defaults for the ticket that is to be created. The agent assigned to the automated ticket can be the account manager of the client, this is a field set on the settings tab:

Fig 3. Setting an Account Manager on the Client


Now when an Agreement reaches 5 days before its next call date, a ticket will be created. In Fig 2 there is a field for increasing the Next Call Date on the Agreements that have matched this automated ticket, so you can update this date field against the Agreement automatically

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