About Recurring Issues

Information

Your system can automatically submit issues on a scheduled basis through Recurring Issues. You may pre-define the Subject, Description, Issue Type/Subtype(s), Assigned To, Tasks, etc. and upload attachment files for any of these issues.

Recurring issues may include issues that need to be addressed at routine intervals, such as daily, weekly, bi-weekly, monthly, quarterly, biannually, or annually. They may also include issues that need to be addressed at a future date.

For example:

  • Create a recurring issue for Employee Reviews on a quarterly or annual basis.
  • Create a recurring issue for System Backups on a daily or weekly basis.
  • Create a recurring issue for X Product Support Renewal to occur next June 15th.

While recurring issues are most commonly created from scratch based on known activities that need to occur, they can also be created based on open or closed issues that reveal otherwise unknown activities that need to occur.

For example:

  • Use an issue submitted by a customer that has been handled inappropriately to create a recurring issue for Customer Follow-up to pro-actively ask how they are doing and if you can be of any service in one month.
  • Use an issue submitted because employees cannot print from a network printer because the printer is out of toner to create a recurring issue to Check/Replace Toner on this printer every other month.
  • Use an issue submitted based on a new hire that will need a performance review one year from their hire date to create a recurring issue for Performance Review of this particular employee every year on the hire date.

Tracking routine issues along with all the on-demand issues your team handles leads to more accurate reporting. With greater visibility into every activity/service provided by your team, resources can be most efficiently and effectively allocated and/or justified.

Only users with Sys Admin or Can access and maintain Administration functions permissions can add, edit or delete Recurring Issues within your system.


 

Adding Recurring Issues

All user defined field (UDF) values will be copied over when a Recurring Issue is cloned, or when new issues are submitted via Recurring Issues. This includes any Issue Association fields.

Steps:

  1. Navigate to Administration > Recurring Issues > List All > Add. This will open the Define Recurring Issue screen. You must first select an Issue Type before the correct custom screen can load.

OR

  1. Navigate to Administration > Recurring Issues > Create from Issue. Enter the issue number of the existing issue that needs to recur and click Save. This will open the Define Recurring Issue screen with the details copied from the existing issue.
  2. Enter an Issue Name that allows this issue, as well as its purpose, to be easily identified.
  3. Select how often this issue is to be automatically submitted using the Submit this issue drop-down. To have this issue recur only for a certain time period, enter a Schedule to end on date or select one from the calendar search.
  4. Enter a brief description as the Subject.
  5. Include additional details or a longer description as the Full Description.
  6. Select an Issue Type and any Subtypes that categorize this issue.
  7. Select/Enter any other appropriate information.
  8. To include tasks, use the Task Manager.
  9. Click Save.

A confirmation message will appear when this process is complete.


 

Editing Recurring Issues

Steps:

  1. Navigate to Administration > Recurring Issues. The Recurring Issue List screen will then appear.
  2. Click the edit link next to the issue. The Edit Recurring Issue screen will then appear.
  3. Modify the appropriate information.
  4. Click Update.

A confirmation message will appear when this process is complete.


 

Copying Recurring Issues

All user defined field (UDF) values will be copied over when a Recurring Issue is cloned, or when new issues are submitted via Recurring Issues. This includes any Issue Association fields.

Steps:

  1. Navigate to Administration > Recurring Issues. The Recurring Issue List screen will then appear.
  2. Click the copy link next to the issue. The Clone Recurring Issue screen will then appear with data copied from the selected issue.
  3. Modify the appropriate information.
  4. Click Save.

A confirmation message will appear when this process is complete.


 

Searching Recurring Issues

Steps:

  1. Navigate to Administration > Recurring Issues > Search. The Search Recurring Issues List screen will then appear.
  2. Enter/Select criteria to search on from the options that appear.
  3. Click Search.

The Recurring Issue Search Results screen will then appear. You may click on a Name to open the Edit Recurring Issue screen.


 

Deleting Recurring Issues

Best Practice:  Always deactivate rather than delete existing items within your system.  In this case, you can simply set Stop submitting: Schedule to end on: date on Edit Recurring Issue screen.

Steps:

  1. Navigate to Administration > Recurring Issues. The Recurring Issue List screen will then appear.
  2. Click the del link next to the issue. 
  3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.