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Schedule Recurring RT Ticket

Instructions

When creating a recurring ticket, you want the first ticket (Parent) to have everything you want the default to be when the new recurrence is created. This means you don't have to owners or requesters assigned that way when the recurrence is created, it won't automatically be assigned to anyone, and instead will be assigned to the Unowned Queue. As such, the first ticket you create and close will be very general. When the new ticket comes in, you will then assign it and change the subject to match our current standards. 

Steps
  1. Open up Request Tracker: https://rt.clarkson.edu/
  2. In the top right, Choose OIT::Slate in the dropdown to start a "Quick Ticket" and fill out the following items. If it is blank in the screen shot, leave it blank in yours as well. 

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    1. Requestors: Leave default. You will change this after the ticket is created. 
    2. Subject: [Recurring Slate Process] Process Task Name 
      • We want to consistently have the [Recurring Slate Process] in the parent ticket so we can find all these tickets later, so start the subject with that, and add the task name. When the recurrence triggers, you can remove that out of the subject and replace it with the owners name. 
    3. Describe the issue below (Required) : The only thing we need to put in here is the link to the documentation. The intent is to allow the documentation to grow as the process changes, and we just reference that in the ticket. Note: Ensure you use the static link from Bookstack, which can be found by highlight text on your document and copying the link that pops up. This ensures if we change the documentation title or structure, the link will continue to work. image.png
    4. Status: Leave Default
    5. Owner: Nobody in Particular
    6. Click Enable Recurrence
      • These settings should mirror the frequency in which the updates should happen. If its a yearly task, set it t yearly. 
      • Ticket lead time: This will create the ticket that many days before the day you tell it to make it. If you indicate the ticket should recur August 1st every year, with a 14 day lead time, the ticket will generate on July 17th. Most of our tickets should have a 0 day lead time, and we schedule the recurrence to hit in advance. 
      • Start: Todays date
      • Leave No End Date
    7. IT-Service - Choose which system this is in for. 
    8. Slate Category: Recurring Process
    9. Department: Choose the departments this applies to. If the department is missing, contact Ron to add them. 
    10. Impact: Low
    11. Urgency: Low
    12. Resolve Parent-Auto-Close Children. No Value
    13. Tracked Maintenance: Yes
  3. Click "Create"
  4. Click "People" and check yourself off as the requestor and hit save

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  5. Resolve the ticket without assigning to anyone. Once the recurrence happens, fill out the requestor, and subject according to our normal standards. 
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