Recurring and planed tickets / Create new tickets via Scheduler

Feature requests
1

In support, there are tasks such as installing updates that have to be checked again and again. It would be a great feature if you could schedule tickets and also set recurring tickets so that, for example, a special ticket is automatically created on the 1st of every month.

7 Likes
2

In the meantime, you should be able to accomplish through a script calling Zammad’s API to create a ticket set up on a cron job (linux) or task scheduler (windows).

3
  1. What is your original issue/pain point you want to solve? The inability to create tickets that are automatically triggered on a monthly, quarterly, and yearly basis. This limitation requires manual ticket creation for routine tasks that need regular attention, which is time-consuming and prone to human error.
  2. Which are one or two concrete situations where this problem hurts the most?
  • Routine maintenance tasks that need to be scheduled and tracked regularly, such as system updates, backup checks, and compliance audits.
  • Regular customer follow-ups and service renewals that need to be consistently managed without missing any critical timelines.
  1. Why is it not solvable with the Zammad standard? Zammad currently does not offer built-in functionality for scheduling tickets to be created automatically on a recurring basis (monthly, quarterly, yearly). Existing automation capabilities are limited to triggers and schedules that don’t cover the periodic creation of tickets.
  2. What is your expectation/what do you want to achieve? We would like to achieve the ability to set up automated ticket creation for tasks that recur on a monthly, quarterly, and yearly schedule. This feature should allow users to specify the recurrence interval and other relevant details (such as ticket title, description, and assigned agent), ensuring that these routine tasks are systematically managed without manual intervention.

Your Zammad environment:

  • Average concurrent agent count: 4
  • Average tickets a day: 40
  • What roles/people are involved: Support Agents and System Administrators

Anything else which you think is useful to understand your use case: Automated ticket creation for routine tasks will significantly enhance efficiency and ensure no critical maintenance or follow-up is missed. This functionality would greatly benefit organizations that have a strong emphasis on regular, scheduled activities and compliance requirements.

3 Likes