Recurring tickets allow you to automatically generate Tickets on a schedule you specify.

This document describes how to create, edit, and delete recurring tickets. You can read on, or watch this short video to learn more. 

Note: Recurring tickets run at 5 a.m. PST each day, or 6 a.m. PT during daylight savings.

Prerequisites

The "Enable Recurring Tickets" box in your Ticket Settings must be checked to use this feature.

Use the Recurring Tickets Page

To create a new recurring ticket from the Recurring Tickets page, follow these steps:

1. Navigate to Admin > Tickets - Recurring Tickets. Syncro displays the Recurring Tickets page.
2. Click New Recurring Ticket.
3. Start to type a Customer's name and select the Customer you want. Then click Create Recurring Ticket. Syncro displays the Create Recurring Ticket page.
4. In the Recurring Schedule section, specify a Name, Frequency, and date to Run Next At. Optionally, check one or both boxes to “Email Customer the Initial Issue” and/or “Pause This Recurring Ticket.”

• Name: A name for the recurring ticket schedule you'll recognize later.
• Frequency: How often the recurring ticket will be created.
• Run Next At: The next date the recurring ticket will be created and will start its Frequency cycle from.
• Email Customer the Initial Issue: Check this box to send the customer an email containing the Complete Issue Description.
• Pause This Recurring Ticket: Pauses the recurring ticket from running until re-enabled.

Note: The Custom Field section will display fields for the Custom Field Type currently selected from the dropdown of the same name in the Ticket Detail section. The default for that dropdown is blank (which means the section may appear empty until you make a selection there.)

5. In the Ticket Detail section, specify values for the ticket to be created according to your schedule. In the bottom section, you can select any Ticket Worksheets or assets available for the Customer from their respective dropdown menus.

• Ticket Subject: Subject for all the recurring tickets that are created.
• Issue Type: Select the type of issue the tickets created will be.
• Priority: Optionally, set the priority for all the tickets created. (The default is “2 - Normal”.)
• Complete Issue Description: Optionally, enter a description of the issue for the tickets that are created.
• Tech: Select a user/technician to be assigned to the recurring tickets.
• Assigned Contact: Optionally, select a customer Contact for the recurring tickets.
• Assigned Address: Select an address if there are multiple addresses for the customer.
• Additional Emails to Notify for Comments: Enter any additional email addresses to receive updates on ticket communications/comments.
• Custom Field Type: If the ticket has a Custom Field Type, select the type and the custom fields will display in the “Custom Fields” section on the left of the screen.
• Ticket Tags: Optionally, add any tags you'd like to apply when Syncro generates the recurring ticket.
• Assign Worksheet: If available, allows you to add one or multiple Worksheets to the recurring ticket.
• Link Assets: If available, allows you to choose one or multiple assets to link to the recurring ticket.

6. Click Create Ticket Recurring Schedule. Syncro displays your recurring ticket in the table on the Recurring Tickets page:

Create Recurrence From an Existing Ticket

To create a new recurring ticket from an existing ticket, follow these steps:

1. Navigate to the Tickets tab/module and select the ticket you want to start from. Syncro displays the About the Ticket Details Page.
2. From the Actions button menu, select “Make Recurring:” 
   
   Syncro displays the Add/Modify Recurring Schedule pop-up window:
   
3. Enter a Name for the recurring ticket you'll recognize later, select the Frequency for the recurring ticket, and a date for the recurring ticket to Next Run At. Optionally, check the “Email Customer the Initial Issue” box.
4. Click Create Recurring Ticket Schedule, then click OK to navigate to the edit screen.

Edit or Delete a Recurring Ticket

To edit or delete a recurring ticket, follow these steps:

1. Navigate to Admin > Tickets - Recurring Tickets. Syncro displays the Recurring Tickets page.
2. To edit a recurring ticket, click its corresponding Edit (pencil) icon. Syncro displays the Edit Recurring Ticket page where you can make any desired changes. 
3. To delete a recurring ticket, click its corresponding Delete (red x) icon, then click OK. Syncro removes your recurring ticket from the table. 

Tips: 

• Click Run Now to manually run the ticket. The Run Next At field will adjust accordingly.
• Instead of deleting a recurring ticket, check the “Pause This Recurring Ticket” box instead. This way, the recurring ticket will still be available for future use:
  
  
• You can also click Delete in the upper right corner of the Edit Recurring Ticket page to delete it.

View Recurring Tickets

Administrators can view all recurring tickets under Admin > Tickets - Recurring Tickets.

Non-admin users can navigate to the Tickets tab/module, then select “Recurring Tickets” from the View button menu:

Both of these options display the Recurring Tickets page, which is a list of recurring tickets across all customers, along with sortable headers for Frequency, Customer, and Next Run At:

Admins are able to view recurring tickets across all techs; non-Admins will see their own recurring tickets.

Tip: If a recurring ticket was created from an existing template, the Template Ticket # column links to the original ticket.

Bulk Edit Recurring Tickets

To bulk edit recurring tickets, follow these steps:

1. Select one or more checkboxes in the table on the Recurring Tickets page. (Check the header box to quickly select all recurring tickets.) Syncro displays a Bulk Edit button.
2. Click Bulk Edit. Syncro displays the Bulk Action Recurring Tickets pop-up window:
   
   Tip: At the top, you'll see how many recurring tickets you are affecting.
3. Use the dropdown menus to make desired changes, or click Delete to delete the selected recurring tickets. Leaving a field blank means no change will be made to the value in your recurring tickets.
4. Click Save.

Security Settings for Recurring Tickets

There are security permissions that Global Admins can specify to allow Syncro Users access to recurring tickets.

1. Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
2. Scroll to the Recurring Tickets section, then check either the header box to allow all actions, or individual boxes as desired.
3. Click Update Group to save your changes. 
4. Then, make sure any desired Syncro Users are in that security group!

See also: Configure Security Groups and Add & Assign Users to Security Groups.