Scheduled Tickets – Ticket Template Workbench

The Ticket Template Workbench is now live and can be found in the Xstra menu on the right hand side

Opening the Workbench will bring you to the Master Templates

The Add New screen has a temporary design that will probably be reverted to something more standard in a future release

Master templates have a Name, default priority and suggested frequency
You can also add tasks and notes against a master template
The Description, notes and tasks will copy to any instances

There is a button on the Master Template for creating an instance

This will create a template
Templates have a client, tech and schedules
At template level, you can again add tasks and notes
Any tasks or notes will copy to tickets created from the schedule

For schedules, the frequency options are:

  • Once
  • Daily
  • Weekly
  • Fortnightly
  • Monthly
  • Every 2nd Month
  • Quarterly
  • Every Six Months
  • Annually
  • Every 18 Months
  • Bi-Annually

The first ticket date will be used in conjunction with the frequency to determine when tickets are created
For example – if the first ticket date is 20200801 and the frequency is monthly, a ticket will be automatically created on the first of every month
If the frequency is weekly and the date is 20200824 then a ticket will be created every Monday
For monthly, 2 months, quarterly, 6 months and 18 months it is advisable to put a first ticket date of prior to the 29th of the month to ensure it fires in every month you expect it to
(ie – there is no 30th February, so if the first ticket date is 20200130 and the frequency is monthly, a ticket will be created in January and March – not February etc)

Continue until will be the last possible date that a ticket will be created
Last processed date is auto filled every time a ticket is created from the schedule

First ticket can be a date in the past – no past tickets will be created, but it will calculate from that date forward

Example

Lets say you create a master template for a server cleanup job every month
you might have tasks listing some folders that should be checked
Then you create an instance for each client/site/user that it applies to
for some of these instances you might create tasks for some specific folders for those clients/sites/users only
You can optionally set a default tech for each instance
Then you can schedule each instance
XCRM’s background task manager – Xpression – will create the tickets according to the schedule and send out the appropriate emails

Xpression

As mentioned above Xpression is the background task manager for XCRM
It is a windows service that runs every 30 seconds
It takes care of scheduling – such as the ticket scheduling above
It also handles comms – SMS and email

Email functions will slowly be moved out of XCRM and into Xpression to allow for better template control and faster processing within XCRM

Default Watchers

There is a new tab and button for watchers against Clients and Sites (and soon users will have it too)
The functionality will be that if someone is a default watcher, they will automatically be added as a watcher to any tickets for that entity
If someone is a default watcher for a Site – any tickets for any user at that site will have them added as a watcher – etc
You can start setting up the default watchers – but the functionality is not yet online – in a release soon it will start to be operational

Ticket Search by Subject

This screen has been updated to be more inline with others – you can now click on the results to open the associated tickets

Is Internal / Is Silent Tooltips

To help clear up confusion around these ticket options, there are now tooltips to remind you – simply hold your mouse over the question mark

Revision: 1
Last modified: Aug 24, 2020

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