Create and Manage Schedules

As an administrator, you can create a schedule for each of the routine activities. The activities run on the scheduled date and time. The application generates a ticket according to the schedule specifications and assigns it to the schedule owner. Creating a schedule saves the analysts from maintaining a calendar of the routine jobs. For example, the analyst gets assigned with a ticket for data backup.

Considerations

A schedule has a specified owner and the ticket gets assigned only to the schedule owner.
The recurrence pattern controls the generation of the scheduled ticket.
You can associate a holiday list to apply the schedule only during working days.
You can have only a fixed number of active schedules at a time. The MAX_ACTIVE_SCHEDULED_TASKS slice configuration parameter manages this property.
You can associate a service catalog item to the creation of schedule tasks. The schedule ticket fields are set according to the service catalog item.
You can use a schedule to create the Service, Incident, Problem, and Change tickets. You can also schedule to generate a report and start a workflow. The Select Catalog Item lookup does not display task templates.

Prerequisites

Verify the following prerequisites:

Contacts are configured and assigned to the schedule owners.
Ticket templates are configured if you want to associate a service catalog item with the schedule.

Manage Schedules

You can view all the schedules from MANAGE, ADMINISTRATION, Tools, Scheduled Tasks. A list of all the schedules appears on the left column. You can sort this list based on Schedule Name(A-Z), Last Modified Date, and Created Date. You can also search a particular schedule from the list that is based on schedule name and description. You can modify an existing schedule, create a new schedule or view a log for a schedule from the Logs tab. You can change the status of a schedule by making it Active or Inactive.

Create Schedule

Follow these steps:

Navigate to MANAGE, ADMINISTRATION, Tools, Scheduled Tasks and click Schedule New Ticket Creation Task.
Select the Schedule Tab.
Specify the Schedule Name, Owner Name, and Description.
Specify the Action To Execute.
1. Search and select a Service Catalog item to create tickets for the schedule. Task Templates are not available for creating tickets for schedules. Only Service Request, Incident, Problem, or Change Ticket service catalog configurations are available in the drop-down.
Specify the Execution Schedule.
1. Specify the Time Zone, for the schedule to execute.
2. Specify the Start Date, for the schedule to start.
3. Specify the Execute at Time, for the schedule to execute on the selected start date.
4. Specify the Repeat schedule to specify the recurrence pattern for the schedule. You can select from the following options:
  Don't Repeat
  Daily
  Weekly
  Monthly
  Yearly
Select the Do Not Execute on Selected Holiday Calendar option, to specify the holiday group to be excluded to create tickets from the schedule.
Click Save.

Schedule Logs

The Logs tab displays details about an active Schedule. For example, information about schedule ID, schedule name, case number, executed on, trace log and information about whether the schedule was successfully executed. The Trace Log column gives Additional Information about why the schedule is in the specified status. This helps in investigation and resolution if a schedule fails. You can search for a particular log for a schedule by using the search bar.