For tickets that need to be generated regularly, and on a schedule, NetHelpDesk's Ticket Scheduling allows Admin users to build a bank of tickets that generate when they need them to. There are many reasons for using this type of functionality, whether related to your own team, your own business, or your end-users, whether internal or external.
Some examples of these types of tickets could include, scheduled maintenance tickets, for servers that need regular maintenance checks, such as backups, virus checking, updates, and so on. It could be as simple as creating a ticket every Friday to take the bins out for collection. Whenever you need NHD to generate a ticket at a certain time, use Ticket Scheduling.
Tickets generated automatically can also be grouped together, for further reporting purposes, or help organising and sorting in the Automatic Ticket List. To edit these groups, go to: N > Setup > Main Configuration > Advanced Settings > Miscellaneous Settings > Lookup Codes > Auto Request Groups.
The fields of information that can be predetermined before the ticket is auto-generated, include: *Summary (Subject Line), *Details (Main body), *Ticket Type, *Priority, *Section, *Agent (or unassigned), Estimate Time to be taken, *Status, Category from any of the four main category groups.
They also included related KB Articles, link to the main asset affected, exclude from SLA statistics and showing on the web to your end-users or not.
PLEASE NOTE: Not all of these fields need to be set for the ticket to generate. Each ticket can have its own settings, so personalise it to your requirements. However, there are some mandatory fields needed in order to create the ticket, indicated by a * in the list in this guide.
Now that the ticket itself has been specified, the scheduled time and date of the ticket creation must be specified. The date can be related to a day or days of the week, or an interval of month or year. So, for example, a ticket could be generated at 8am every third Monday of the month. It could also be generated on the 8th of every month. NHD looks at the location settings on the machine it is installed on, for the timezone, date and time parameters to use.
This is essential for the ticket creation, and must be set for the functionality to work.
If tickets generated need to be a part of a larger project, child requests can also be automatically generated, prelinked to their parent request.
For example, for an IT team, they may need a "New Starter" parent ticket, with all the details of the new user, when they are starting, and so on, and be assigned to one Agent who will oversee the ticket.
Linked to this parent ticket could be smaller tickets, such as one ticket for someone to order a new laptop, another ticket to order a new desk phone, another to arrange a mobile phone contract, another to give access to network drives, another to patch ports under their new desk, and so on.
All of these smaller tickets can be linked to the parent ticket, but each one assigned to different Agents. Each step can be to one or two, or lots of different Agents. NHD doesn't mind how you do this. The functionality is there to allow a better linking of tickets related to one subject, as it is with ITIL alignment, incident and problem management.
These tickets can also be generated on any request type, so they can use ticket types for every day support, or ticket types used for Projects, and are to be located amongst other projects. When creating automatic tickets, start with the child items first, and then the parent ticket last. The Link Child Requests screen will then be useful, as the child tickets will already be specified. Don't worry if you do this afterwards. They can be linked at any time.
Link the Assets (devices) that are affected by the ticket, or related to the ticket details, if required. This will then track the tickets against the specified Assets, so there is future tracking of anything that had an effect on the Asset throughout its lifetime.
When searching for Assets to link to the ticket as a whole, the search menu will bring up the list for all assets recorded in your Asset database. If the list is greater than 500 in number, and the Agent has this feature switched on in their preferences, NHD will ask if you wish to display just the first 500.
Make sure that NHServer has the feature for generating the automatic tickets switched on, indicated by this screenshot of the configuration tab in the NHServer program. To understand NHServer, and its bearing on NetHelpDesk functionality, please see the separate guide to NHServer. Without this functionality turned on, and the NHServer running a scan, whether manually or via scheduled task, the tickets will never generate.
Should you have any questions regarding any steps in this guide, please speak with the NetHelpDesk Support Team.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.