Scheduled Tickets
Schedule Ticket Configuration: Recurrence, Timezone, and Behavior
The Schedule section controls when a scheduled ticket runs, how often it repeats, and what happens when a previous ticket already exists.
Open the schedule configuration
Create a new schedule or edit an existing one from: Smart Support > Scheduled Tickets
The available fields depend on whether the schedule is one-time or recurring.
Schedule name
Enter an internal name that clearly identifies the schedule. For example: Monthly hosting maintenance reminder
Clear schedule names are especially helpful when several schedules have similar customers or recurrence patterns.
One-time and recurring schedules
One-time: A one-time schedule runs once on its configured start date and time.
Use it for planned work or reminders that do not need to repeat.
Recurring: A recurring schedule continues according to the configured recurrence and end conditions. Available recurrence types are:
- Daily
- Weekly
- Monthly
- Yearly
Start date and time:
The start date and time determines the first expected occurrence.
Business-hours, weekend, and holiday rules may move the actual run to a later allowed date or time.
Timezone: Each schedule saves its own timezone. The timezone affects:
- The start date and time
- Recurrence calculations
- Business-hours restrictions
- Weekend exclusion
- Holiday exclusion
The global default timezone is used when a new schedule is created. Changing the global default later does not update existing schedules.
Repeat interval: Use Repeat every to set the interval between occurrences. Examples include:
- Every 1 day
- Every 2 weeks
- Every 3 months
- Every 1 year
Weekly schedules
For a weekly recurrence, select the weekdays on which the schedule should run.
A schedule can include one or more weekdays.
For example, a customer check-in schedule could run every Monday and Thursday.
Monthly schedules
For a monthly recurrence, enter one or more days of the month as comma-separated values.
Example:
1,15
This configuration schedules occurrences for the first and fifteenth day of each applicable month.
End conditions
Choose one of the following:
No end date: The recurring schedule continues until it is paused or deleted.
End date: The schedule stops according to the configured ending date.
Maximum occurrences: The schedule stops after it reaches the configured number of occurrences.
Active and paused status
Active: An active schedule can be processed when its next-run time becomes due.
Paused: A paused schedule does not run automatically until it is enabled again.
A schedule may also be paused automatically after reaching the global consecutive-failure limit.
Business hours, weekends, and holidays
Global Scheduled Tickets settings can limit when a run is allowed.
When enabled:
- Runs outside business hours move to the next allowed time.
- Weekend runs move to the next allowed day.
- Runs on configured holidays move to the next allowed day and time.
These rules use the individual schedule’s saved timezone.
Recurring ticket behavior
The behavior setting controls what Scheduled Tickets does when an occurrence is due.
Create a new ticket every time
Every occurrence creates a new ticket.
Use this when each occurrence represents separate work that must be tracked independently.
Reopen the previous ticket
The schedule reopens the previously tracked ticket instead of creating a new ticket.
Use this when recurring work should remain in the same ticket history.
Skip if the previous ticket is still open
The schedule does not create a new ticket when the previous ticket remains open.
This option is useful for avoiding multiple active tickets for the same ongoing task.
A skipped occurrence is recorded in run history.
Behavior with multiple customers
When a schedule contains several customers, previous-ticket tracking is handled separately for each customer.
For example, one customer’s open ticket may cause that customer’s occurrence to be skipped without preventing ticket creation for another customer whose previous ticket is closed.