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Keeping Track Of Support Incidents Using Recurring Tickets updated 7/9/2007
Well, before I take my summer vacation I thought I would share another of "Dr. Fix-It's", well, fixes. Have you ever wanted to sell support incidents to a client and then thought, "How am I going to keep track of those in Autotask?" Well I have the fix for you. Autotask allows you to create recurring tickets, and as you all know, they can have an end time, or you can specify a number of incidents. The first thing you will want to do is create a Queue to hold, in the form of a ticket, all of your customer's incidences that they have purchased. Queues are created in the Admin/Setup area of Autotask under Service Desk on the left Menu Bar. Let's call our "Incidences". Now we need to create a recurring ticket master. We do that by selecting the Recurring Tickets link from the menu bar in the Service Desk module. Once that has been selected you will be able to select the new button to create a new Recurring Ticket Master. After filling out the data about the account, the queue we just created, and any other required data to create the ticket(s) on the Defaults tab, select the Recurrence tab. If your customer wants to purchase 10 incidents, you would select today as the start date, and then select the radio button that allows you to enter the number of incidents and enter 10. The Frequency will determine the due date, and this may need to be changed to a later time. Select the Save and Close button and watch the magic! Now, 10 tickets have been created in the Incidences queue. When a customer needs to use one of these incidents, simply go to the Incidents queue and select the next available ticket for that customer, they are numbered like this, T20070628.0005.004. The last digits are the sequence number of the ticket. You can edit and assign this ticket or just enter your time and close it. See, wasn't that easy? Good luck and be sure to post any questions or comments in the forum, Bye! Wendy You can comment on this blog entry in our Forums... Back to AXN Blog Team |
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