Guides - Automated Tickets

Automated Tickets

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<div><div><style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}</style>In this guide we will cover:- What are Automated Tickets used for?- Configuring Automated Tickets Admin Guides:<ul><li style="font-size: 11pt;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1815/" id="isPasted" target="_blank" rel="noopener noreferrer">Automated Tickets</a></li></ul>Related Guides:<ul><li><a href="https://usehalo.com/haloitsm/guides/2085/" target="_blank" rel="noopener noreferrer">Automated Tickets - Next Call Date</a></li></ul> What are Automated Tickets used for? Automated Tickets are created with the purpose of prompting relevant Agents of events such as: <ul><li style="font-size: 11pt;">Agreements commencing/expiring.</li><li style="font-size: 11pt;">Customers Next call date field</li><li style="font-size: 11pt;">Asset Warranty commencing/expiring.</li><li style="font-size: 11pt;">Recurring Invoices coming to an end.</li><li style="font-size: 11pt;">Recurring Invoice lines starting/ending.</li><li style="font-size: 11pt;">Subscriptions commencing/expiring.</li><li style="font-size: 11pt;">Licences commencing/expiring.</li><li style="font-size: 11pt;">Invoices have been left unpaid.</li><li style="font-size: 11pt;">Asset has not been used for X amount of days/warranty expiration/maintenance. </li><li style="font-size: 11pt;">Asset software due to expire</li></ul> 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 TicketsYou'll find the option to create Automated Tickets via heading to Configuration > Tickets. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFhNDFmZmY4LWM0NWEtNDA4Zi1iMTE2LThmZDYwNWI1Y2YwNyJ9.7ZTHBUlqbW8eiYT4IgENuiqKSPlVkBTFPYZe8GSnOCA" class="fr-fic fr-fil fr-dib" width="992" style="width: 994px; height: 474.94px;" height="475">Fig 1. 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. The "Criteria" section is composed of two parts: <ul><li style="font-size: 11pt;">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.</li><li style="font-size: 11pt;">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.</li></ul> For example, setting the Automation Criteria to "Software Licenses" or "Subscriptions", I can then set criteria such as the distributor. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk3Y2JjM2E3LTc2YWMtNDEwNi04YmZmLWFlOWVjMDZkODJjZiJ9.NOvuJRXnyDmew9qR-ITEhCmXdshFrN9lP7-jKSCJPNM" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 483.144px;" height="483">Fig 2. Criteria dropdown. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwZTgzMTFkLTBkOWUtNGUzOS1iZjAxLTgwZjBiMTI5OTQ3YiJ9.CEJWZvPbxtrytz_6wuTATBDQw9f5CFsHBiGAHBNVyeo" class="fr-fic fr-fil fr-dib" width="987" style="width: 989px; height: 480.062px;" height="480">Fig 3. Ticket criteria set. Note: You must ensure that you set at least one date criteria in this table for the Automated Ticket to be created. You can set start and end date rules as part of the criteria. This ensures tickets are only created in relation to when the entity is relevant/active. The next tab is the "Values" tab. This behaves in a similar way to Ticket Templates and Scheduled Tickets, where you input the values of the Ticket to be used upon creation, this includes (but is not limited to): <ul><li style="font-size: 11pt;">The Ticket's Type.</li><li style="font-size: 11pt;">The Template used for the Ticket.</li><li style="font-size: 11pt;">The Ticket's Summary (Note: $_variables can be included here).</li><li style="font-size: 11pt;">The Team/Agent the Ticket should be assigned to.</li></ul> <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3MzAxOGNiLTM4MmMtNDcxYi05Nzk0LTliYWQ5YzE5YjFkNyJ9.6MwQVynPV41_WKwslaJLcGE7SimzXv2_COoKwy8XKfQ" class="fr-fic fr-fil fr-dib" width="989" style="width: 991px; height: 483.339px;" height="483">Fig 4. Setting ticket type and details. 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 and 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'. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiY2I5NjcwLTJkMDQtNGUwMi05NDk2LTk0ODU2OWVhY2EzNyJ9.d5TzRhC0ap0nDRDO7KE-mDf4a5wszq_efaCK8kqILMk" class="fr-fic fr-fil fr-dib" width="986" style="width: 988px; height: 482.919px;" height="483">Fig 5. Making to-do list. Another common use case for these kinds of tickets is for notifying agents of unpaid invoices. You can add variables of type "Invoices" to the summary or details when using the "Unpaid Invoices" automation criteria. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxYjRmY2U2LWFkYjMtNGZlMC05YTJiLWQ4ZWNiMTJlNTY4OCJ9.IYn8xqdDl08T0PfcuB_xYHFoe48m5hHSrlT40ijm5Hg" width="183" height="129" class="fr-fic fr-dii">Fig 6. Setting Invoices variables in the summary and details. This will then add these like the below. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5YjhiZDUyLWM0NWMtNDRhZC04MmJkLTRhMzY2YWY2OWFmOCJ9.9W4DswyKQBH3lgvL4X512xxCIrz6sxCPm7DWs-9UPuM" width="407" height="319" class="fr-fic fr-dii">Fig 7. Ticket created with linked invoice variables. Automated tickets created with the "Unpaid Invoices" criteria will also include an automatic attachment of the invoice PDF when the ticket is opened. This will only occur if the "Send" or "Generate PDF" button have been utilised on the invoice before the creation of the ticket, and the invoice PDF is therefore attached to the invoice. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4M2RjY2JmLWMwNTgtNDA0Yi05ODZhLTUwMjUyZjQ5MzUzYSJ9.VXwsAFBCJHvyoHnpII7kENDd4TUtW6Qx4w66uQpsuQ0" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 558.244px;" height="558">Fig 8. Invoice PDF on the invoice. The PDF will then be added to the first action and the ticket attachments when it is created. <img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc4MDg1Y2MzLTM4ZTMtNGI2ZC1hZDUyLTU4ODdjN2Q0ZTdkNSJ9.NU8VWyoZLJ6E0iN8bwi_mAQu5wW6GYzpuKtgKw5aHQw" class="fr-fic fr-fil fr-dib" width="1000" height="255">Fig 9. Invoice PDF on the automated ticket. </div></div>

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