ALICE allows you to set tickets to repeat based on a variety of schedule criteria, much like a recurring event in your calendar.

User Type & Roles

To perform this action in ALICE, the user must have at least Employee User Type access.

The user must also have the following settings within “Roles” enabled”

• Access to “Ticket List” tab.

  

• Ability to “Add” Tickets

  

Things to Consider

• Once saved, the repeating ticket cadence cannot be edited, the repetition must be canceled/deleted via the Repeating Ticket Manager. Learn more here: Edit or Delete Repeating Tickets.

• When a ticket is set to repeat, all tickets within the repeating ticket series are exact copies of the original ticket created. Any changes made to tickets are not applied retroactively. This means that if a change needs to be made on the ticket or if the ticket fields themselves need to be changed, the repetition must be canceled/deleted via the Repeating Ticket Manager and recreated to incorporate the change.

Steps

1. After filling in all of the details for the ticket, click on the “Repeat” checkbox next to the Date & Time field.

1. In the new window that appears, select how often the ticket should repeat. Review the list of options below to find the repeating cadence that works best.

   1. After completion: The next ticket is created once the current ticket is closed out. The due date will be set according to “days after completion”. For example, a ticket is closed today and the ticket is set to repeat 30 days after completion. The new ticket’s due date will be 30 days from today’s date.

      

   2. Daily: Set the ticket to repeat every day, or adjust the number field to repeat every 1-30 days.

   3. Every Weekday: Set tickets to repeat on weekdays only, skipping Saturdays and Sundays. There is no way to adjust the workweek at this time.

   4. Weekly: Set the ticket to repeat every week, or adjust the number field to repeat every 1-30 weeks. Additionally, specify which day(s) of the week the ticket should repeat.

   5. Monthly: Set the ticket to repeat every month, or adjust the number field to repeat every 1-30 months. Additionally, specify if the ticket repeats on the same calendar date or day of the week as the initial ticket.

   6. Yearly: Set the ticket to repeat every year, or adjust the number field to repeat every 1-30 years. Additionally, specify which month(s) of the year the ticket should repeat.

   7. Starts On: Select the start date for tickets in the repeating series.

   8. Ends: Select “Never”, “After x occurrences”, or “At (date)” date).

   9. Creates only 1 ticket in advance: Without this checkbox enabled, ALICE will create the next 14 tickets in the repetition. When using ALICE Staff app (mobile), leave this checkbox enabled for the best user experience.

      

   10. Select “Save” to start generating repeating tickets. 

If you made a mistake before saving the ticket, click ”Edit”. If you realized you need to make a change after saving the ticket, use the Repeating Tickets Manager to Edit or Delete Repeating Tickets.

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