Scheduled Requests

Apart from creating templates for the frequently raised requests, there are certain maintenance activities need to be executed at regular intervals say, like cleaning-up the database once a month or server maintenance once in 3 months and so on. For all these repetitive tasks you can schedule requests as preventive maintenance or for regular maintenance of a task.

Once a request is scheduled, new request will be created and assigned to the specified support rep name automatically at the scheduled interval.

To schedule requests,

Click on the Admin tab in the header pane to open the configuration wizard page.
Click on Scheduled Requests icon under the Helpdesk Settings block. The list of Scheduled Requests is displayed.
Click on Schedule a new request link.

For Scheduling a request, you need to Create a Request Template and then Schedule the Template to specific intervals.

Creating Request Template

Create a request template for the activity that needs to be scheduled at regular intervals. The Request Template form is that of the default template configured in Admin -> Request Template.

Specify the Request details such as Status, Level, Mode and Priority from the drop down.
Next, Select the Group Details such as Group and the Support Reps associated to the selected group.
Specify the Contact Name using the search icon . You can also add a new contact if the contact details are not available in the database.
If the details such as Account/Sub Account, Phone, Email and Mobile of the selected contact is specified, then the same appears in the request template form.If the details are not specified, then you can do the same in the respective fields.
Select the Product Name from the drop down.
Select the Category, Sub Category and Item from the drop down.
Specify the Subject for the task. This field is mandatory.
Specify relevant information about the task in the given Description field.
To attach a file to the task template click Attach a File button to attach files.
Click Next>> button for Task Scheduling.

Scheduled Request

To schedule the request, select the time frame from the listed options:

Daily Schedule

To run a daily maintenance task, click Daily Schedule radio button.

Select the Time at which the maintenance task should be scheduled from the drop down.
Select the Date on when the maintenance task should be scheduled from the Calendar button.
Save the details.

Weekly Schedule

To run a weekly maintenance task, click Weekly Schedule radio button.

Select the day of the week by enabling the check box beside the day of the week.
Else if you wish to schedule on all days of the week, then click Everyday check box.
Select the Time frame to schedule the task from the drop down.
Save the details.

Monthly Schedule

To run a monthly maintenance task, click Monthly Schedule radio button.

Select the month to run the task by enabling the check box beside Every Month.
Select the Date on when the task should be scheduled from the combo box.
Select the Time at which the task should be scheduled from the combo box.
Save the details

Periodic Schedule

To run a periodic maintenance task, click Periodic schedule radio button.

Specify the day (s) in the given text field to schedule the maintenance task. i.e. after every specified nth day the maintenance task will be executed.
Save the details.

One Time Schedule

To run a one time maintenance task, click One Time Scheduling radio button.

Select the Date & Time on when the maintenance task should be executed.
Save the details.

schedule-request

If you wish to schedule a monthly task for cleaning-up the database,

Select Monthly Schedule radio button.
Select the check box every month.
Choose the date from the combo box. Say, 10th of every month.
Select the time from the combo box. Say 10:00 hr.
Save this schedule. A task for cleaning-up the database will be sent to you every month on 10th at 10:00 hr helping you to complete the regular maintenance task in advance without any request sent from the users.