Hi there, I was wondering if anyone else has a setup where you can create another ticket based on a custom date field from a primary ticket. For example, we will create tickets to temporarily configure systems in a certain way but require a follow up ticket or notification to remind us to revert the changes that we have made when a date has been reached.
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Hi there,
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To set up an automatic ticket creation based on a custom date field in SysAid, follow these steps:
1. **Create a Custom Date Field**:
- Navigate to `Settings > Customize > Fields`.
- Add a new custom date field to the relevant form (e.g., Incident, Service Request).
2. **Set Up a Task**:
- Go to `Tools > Tasks`.
- Create a new task and configure it to trigger based on the custom date field.
- Define the action to create a new ticket when the date is reached.
3. **Configure Notification Rules**:
- Navigate to `Settings > Service Desk > Email Notifications`.
- Set up a notification rule to alert the relevant team or individual when the new ticket is created.
4. **Test the Setup**:
- Create a primary ticket and set the custom date field to a future date.
- Verify that a follow-up ticket is automatically created when the date is reached.
If you need further assistance, please refer to the SysAid documentation on task forms and project management or contact SysAid support.
To set up an automatic ticket creation based on a custom date field in SysAid, follow these steps:
1. **Create a Custom Date Field**:
- Navigate to `Settings > Customize > Fields`.
- Add a new custom date field to the relevant form (e.g., Incident, Service Request).
2. **Set Up a Task**:
- Go to `Tools > Tasks`.
- Create a new task and configure it to trigger based on the custom date field.
- Define the action to create a new ticket when the date is reached.
3. **Configure Notification Rules**:
- Navigate to `Settings > Service Desk > Email Notifications`.
- Set up a notification rule to alert the relevant team or individual when the new ticket is created.
4. **Test the Setup**:
- Create a primary ticket and set the custom date field to a future date.
- Verify that a follow-up ticket is automatically created when the date is reached.
If you need further assistance, please refer to the SysAid documentation on task forms and project management or contact SysAid support.
Love the experience? You can enjoy the full power of SysAid Copilot and reduce your team workload starting today - check it by yourself
Hi there,
You can use the same ticket without creating a new one. Set up an escalation rule that triggers based on a specific status created specifically for this purpose and due date. To get a reminder, configure the escalation rule to send a notification once it activates.
OTS is interested in a second ticket being auto created based on a date field as well. We are interested in using Planned end date so that future requests/tasks that are not to be done until many weeks or months in the future have a ticket generated at that time. Our preference is not to hang on to a ticket for many weeks or months so using the original ticket is not ideal.
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