Recurring tickets

Raise a ticket from a template on a schedule — every day, week, month, quarter or year.

Administration → Recurring tickets

Some work comes round on a calendar: monthly patching, a quarterly access review, the weekly backup check. A recurring ticket raises a ticket from one of your templates on a schedule, so nobody has to remember to.

Before you start

A schedule raises a ticket template, so create the template first in Administration → Ticket templates. What the ticket says stays on the template; the schedule only says how often.

Add a schedule

Go to Administration → Recurring tickets.
Under Template, choose the template to raise.
If that template is offered in every project, choose where to raise it under Raise it in. A template tied to a project always raises there.
Under How often, choose Every day, Every week, Every 2 weeks, Every month, Every quarter, Every 6 months or Every year.
For weekly schedules, choose the day under On; for monthly ones and longer, the Day of the month.
Choose Schedule it.

Tickets are raised at about the time of day you created the schedule. A day of the month past the 28th falls on the month's last day in shorter months.

What each ticket contains

The template's name as its title.
The template's type, description, priority and labels, and any custom-field values the template holds.
It is raised as the person who created the schedule.

Each ticket is built from the template as it is at that moment, so editing the template changes every ticket raised after. The template's required-field rules do not apply to scheduled tickets, since nobody is there to fill the form in.

When tickets are raised

The schedule is checked every hour, so a ticket appears within the hour it is due. The list shows each schedule's Next ticket time and when it last raised one.

If a ticket cannot be raised — a required field, the project archived — that slot stays due and is tried again every hour, for about a day. The schedule shows the reason in red while it retries. If it still fails, that slot is given up, the schedule moves to its next one, and the reason stays on show until a ticket is raised again.

Pause or delete

The pause button stops a schedule; no tickets are raised until you resume it with the play button.
The bin deletes the schedule. Tickets it already raised stay, and so does the template.

Adding and pausing schedules needs permission to create tickets; deleting one needs permission to delete tickets.