Create Recurrent Ticket in Alloy for future ticket creation, or cyclical creation (Security Cert renew is example)

OVERVIEW

Recurrent tickets are a very valuable feature inside of Alloy. This allows for a ticket to be systematically created on a cycle, with the same data, and it also allows for scheduling a ticket creation in the future. This function uses the standard Work Order as its object that is created.

There are two options of Recurrent Tickets at this time: 'Recurrent Work Order' and 'Cyclical Work order for GIS':

Recurrent Work Order - this is the standard cyclical ticket type that would be chosen for the city's IT dept
Cyclical Work Order for GIS - this is to set up a recurrent instance that creates a GIS Service Request ticket

The example below will be setting up a recurrent ticket to create a work order for the Network Team to renew a internal security certificate before the expiration date.

This function is in both the desktop console and the browser/web console. The walk through below will demonstrate it by the desktop console.

To access the Recurrent tickets in the web console see the below image:

PROCEDURE

In the desktop console the user will navigate to the 'Tools' button on the upper menu bar. Recurrent Tickets is the first option in the menu.

Click on the Recurrent Ticket button and a window will appear that shows a list of the existing Recurrent Tickets that are in the system, some of them might be disabled. The cycle of the creation of the recurrent ticket can be seen, when it ran last, when it will run next (if it is to do so) and it is shown if the Recurrent Ticket is enabled or not.

On the far right there is a button to create a new Recurrent Ticket; choose 'Recurrent Work Order'. This will open a new window to configure the ticket.

**This spot is also where a recurrent ticket can be enabled or disabled by the check box at "Enable Recurrence", removing the checkbox will disable the cyclical creation.**

Provide a Name for the Recurrent Ticket (this is not the Summary of the Work Order itself). Choose "Security Certificate" in the Category drop down (this is an open field to type in what ever category is appropriate or choose from the list), and provide a description of the object.

To set the schedule of the Recurrent Ticket, which can be a repeating cycle, or a future date, choose the "Change..." button in the bottom right corner. In this next window the user will be offered many options on how to set when the ticket should be created. In this example the schedule has been set for the ticket to be created on June 1st, 2024 at noon, and only one time. The user will choose the cycle attributes as appropriate. Choose a day and time that would make sense with the work associated to be done in the ticket.

When the schedule has been created choose "OK" in the bottom right to set the schedule and a text description will be shown on the "General" page of the Recurrent Ticket.

Clicking on the "Data" tab to set the details of the work order.

Enter the details of the Work Order as appropriate and hit the "OK" button in the bottom right when the fields are input as necessary.

Alloy will then return to the overview of the Recurrent Tickets that have been configured. The details on the ticket and cycles are easily seen and validated.

Applies to:

General Type of Articles > Reference
Systems > Alloy

Article ID: KB000166

Modified Date: 11/29/2022 8:01:14 AM

Version: 1.1

Knowledge Base