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Recurring Master Tickets in PSA - Connect IT Community | Kaseya
<main> <article class="userContent"> <p> Introduction </p> <p>Recurring Master ticket in the service desk module facilitates the creation and scheduling of your regular and reoccurring tasks in the form of tickets. The <strong>Recurring Master Tickets</strong> page creates a series of "child" tickets for a recurring support issue.</p> <p>For example, a maintenance service call might be required on a recurring basis for a hardware asset.</p> <ul><li>You can create a series of service calls, with each service call linked to its own child ticket.</li> <li>You can link a recurring master ticket to a contract. When you do, each child ticket will be linked to that contract.</li> <li>Once the recurring master ticket is saved the first time, defaults on the <strong>Defaults</strong> tab cannot be changed.</li> <li>You can select any created child ticket from the <strong>Tickets</strong> tab of the recurring master ticket.</li> <li>You can create additional child tickets by extending the recurring time period on the <strong>Recurrence</strong> tab. This is the only recurrence setting you can change.</li> </ul><p> Creating New Recurring Master Tickets </p> <ol><li>Select the Service Desk > <strong>Recurring Master Tickets</strong> page.</li> <li>Click <strong>New</strong>.</li> <li>Fill the form in the <strong>Defaults</strong> tab.</li> <li>Select the <strong>Recurrence</strong> tab. Specify how many tickets to create in the series and the interval between them. <ul><li>Duration <ul><li><strong>Start Date</strong></li> <li> <strong>End After <N> </strong><strong>occurrences</strong> </li> <li><strong>End On </strong></li> </ul></li> <li>Recurrence <em>-</em>A recurrence can only be modified if it's incremental.</li> <li> <strong>Repeats</strong> - Daily, Weekly, Monthly, Yearly </li> <li> <strong>Repeats </strong>- <periods> </li> <li> <strong>Repeats every</strong> - <N> <periods> <p><em>for weekly </em><strong>Repeat on</strong></p> <ul><li>Sun, Mon, Tue, Wed, Thu, Fri, Sat</li> </ul><p><em>for monthly </em><strong>Repeat on</strong></p> <ul><li>Day <N> of the month</li> <li>The <N> <weekday> of the month</li> </ul><p><em>for yearly </em><strong>Repeat on</strong></p> <ul><li>Every <calendar_month> <day_of_month></li> <li>The <N> <weekday> of <calendar_month></li> </ul></li> </ul></li> <li>Select the <strong>Service Calls</strong> tab. Optionally create service calls, one for each ticket in the series. <ul><li> <strong>Create service calls</strong> - Yes or No </li> <li><strong>Start Time</strong></li> <li><strong>End Time</strong></li> <li><strong>Description</strong></li> </ul></li> <li>Click the <strong>Custom Fields</strong> tab. <ul><li>Enter values in the custom fields, as appropriate for this record.</li> <li>Custom fields for the <em>TicketRecurringMaster</em> module are maintained using the Admin > My Company > Custom Fields page.</li> </ul></li> <li>Click <strong>Save</strong>.</li> <li>Click the new <strong>Tickets</strong> tab added to the recurring master ticket. <ul><li>A series of child tickets are listed.</li> <li>Click each ticket to view or work that individual ticket.</li> <li>If service calls were created for each ticket, click the <strong>Service Calls & To-Dos</strong> tab inside the individual ticket to see it listed.</li> <li>If a service contract was added to the recurring master ticket, each individual ticket is linked to this same contract.</li> </ul></li> </ol><p>FAQ's </p> <ol><li>Why do I get an error 500 when deleting a master ticket? <ul><li>Error 500 is seen if the children tickets to this master ticket have billed time entries on them and could not be deleted. </li> </ul></li> <li>Why is the option to change the status from NEW greyed out on the master ticket? <ul><li>Any status change to master will affect the child tickets, so this setting is locked. This is seen only if the recurrence was set to <strong>Create all tickets now</strong>. <img src="https://us.v-cdn.net/6032361/uploads/migrated/CB77GCX9C8X0/mceclip0.png" width="500" height="500" alt="image" class="embedImage-img importedEmbed-img"></img></li> </ul></li> <li>How is <strong>Create Before X days</strong> calculated when creating child tickets? <ul><li>Tickets will be created on future dates of the number of days defined in the recurrence settings. <ul><li><em>Example: If the number of days is 1 and repeat is weekly once, and the repeat day is a Friday the next ticket will be created on the next Thursday.</em></li> </ul></li> </ul></li> <li>How to incrementally create recurring tickets? <ul><li>Recurring Master Tickets can be created incrementally as opposed to all at once.</li> <li>A recurrence can only be modified if it's incremental. Incremental only can be edited anytime.</li> </ul></li> </ol><p><img src="https://helpdesk.kaseya.com/attachments/token/bAOWpzMK3FcZ4hQPT547Dtm5S/?name=inline285127777.png" width="500" height="500" alt="image" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><img src="https://helpdesk.kaseya.com/attachments/token/HrwTGdRAffGBEYBOy4c8bxAVD/?name=inline1922148209.png" width="500" height="500" alt="image" class="embedImage-img importedEmbed-img"></img></p> </article> </main>