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ConnectWise PSA: Creating Recurring Tickets

  • December 10, 2024
  • ProVal Technologies, Inc
  • Tech Tuesday

Showing you how to create recurring tickets in ConnectWise PSA! Learn how to set up your Ticket Template and assign it for automatic recurrence in just two simple steps.

Step By Step:

  1. To create recurring tickets for your clients within ConnectWise PSA, start by creating a ticket template.
  2. Access the system setup tables and search for the “ticket template setup” table.
  3. Once in the setup table, click the plus icon to create a new template.
  4. Add the necessary settings to the ticket, such as type, subtype, item, discussion, internal resolution notes, tasks, attachments, or finance settings.
  5. After configuring your template, click save.
  6. The next step is to add the template to a specific company. To do this, access the “companies” section and search for the company you want to apply the template to Open the company profile and navigate to the “ticket templates” tab at the top.
  7. Click the plus icon to add a new template and select the template you want to apply from the drop-down list.In the popup window, choose between copying or linking the template to the ticket template setup table.
  8. Select “link” to ensure any changes made to the template are automatically applied to all linked tickets.
  9. After linking the template, go to the “resources” tab to set the recurrence options for the ticket generation.
  10. Assign a user to the ticket by selecting or typing the user name in the designated field.
  11. Set the start date for when you want the template to begin generating tickets. For example, select today’s date.
  12. Set a start time and end time for the ticket. For monthly maintenance, select an hour for the time slot.
  13. If there is no end date for this recurring ticket, select “no end date.”
  14. Choose the repetition pattern. For monthly maintenance, select “monthly” and specify which day of the month the ticket should be generated, such as the second Tuesday of every month.
  15. After selecting your desired settings, click “save” to finalize the setup for this recurring ticket.
  16. Adjust the “auto generation” settings if needed, to determine how many days in advance the ticket should generate (e.g., 7 days prior).
  17. Choose whether to generate a new ticket every month or always use the same ticket.
  18. Once you have made all your adjustments, click “save” to complete the setup.
  19. The recurring ticket will now generate according to your defined schedule.

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Michael LaFond
ConnectWise Program Manager
New Charter Technologies

ConnectWise PSA: Creating Recurring Tickets

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