AL: How To Edit or Delete Repeating Tickets

Use this workflow to edit ticket details or cancel repetitions for repeating tickets using the Repeating Ticket Manager.

 

Before you begin...

• Applies to: Employees.
• Requires access to the Ticket List tab and access to View under Tickets.
• Editing an individual ticket directly from the ticket list will save changes to that single ticket only. To edit details for all tickets within a repetition, you must use the Repeating Ticket Manager.

The Steps

Editing ticket details

1. Select the Repeating Ticket Manager icon.
2. Locate the repeating ticket template that needs to be edited. The search bar provides filter criteria to help locate the ticket.
3. Select Edit next to the ticket repetition.  
4. Add or change ticket details as needed. Note that you will not be able to edit the repetition cadence. The repetition must be canceled and a new one can be created.
5. Select Save on the lower-right corner of the window.
6. Next, select an option to apply the changes.
   • Cancel: Cancel actions and return to the ticket list.
   • All Open Tickets: Apply the changes to all existing repeating tickets that are not in a closed status.  
   • Only New Tickets: Apply the changes to any new tickets that will be generated in the future.

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Deleting a Repeating Ticket

1. Select the Repeating Ticket Manager icon.
2. Locate the repeating ticket template that needs to be edited. The search bar provides filter criteria to help locate the ticket.
3. Select Edit next to the ticket repetition.  
4. Select Cancel Repetition, located on the lower-right corner of the window.
5. Next, select an option to apply the changes.
   • Cancel: Cancel actions and return to the ticket list.
   • Delete Tickets: Delete all past and future open/new tickets. Tickets that have an updated workflow status or that are marked as closed will not be deleted.
   • Keep Tickets: Retain existing tickets regardless of workflow status. No new tickets will be generated in the future.  

The Result

Success: The repeating ticket series will be updated or deleted based on your selected application options.

 

Troubleshooting

• Note: There is no way to edit the repeating cadence on a ticket. The repetition must be canceled/deleted, and a new repeating ticket must be scheduled.