Scheduled Ticket Run History and Statuses

Run history records the results of a schedule’s previous occurrences. Use it to verify successful ticket creation and investigate skipped, delayed, or failed runs.

Open run history

1. Go to Smart Support > Scheduled Tickets.
2. Locate the required schedule.
3. Open History from the row actions.

Information shown in run history

Each history record can include:

Scheduled time

The date and time associated with the occurrence.

The schedule’s timezone and the configured business-hours, weekend, and holiday rules affect when runs are calculated.

Run status

The result of the occurrence.

Available statuses include:

• Running
• Success
• Skipped
• Failed

Ticket ID: When a ticket is created, its ticket ID is included in the history record.

Result message: Provides more information about what happened during the run.

Use the result message to understand why a run succeeded, was skipped, or failed.

Run statuses

Running: The schedule occurrence is being processed.

Success: The schedule completed successfully and the history record can include the generated ticket ID.

For a schedule with multiple customers, separate tickets are generated for the selected customers.

Skipped: The occurrence did not create a new ticket.

A common reason is the selected behavior:

Skip if previous ticket is still open

When multiple customers are selected, previous-ticket tracking is handled per customer. A ticket may therefore be skipped for one customer while another customer receives a generated ticket.

Review the result message for the exact reason.

Failed

The schedule encountered a ticket-creation or processing failure.

Repeated consecutive failures can cause the schedule to be paused automatically when it reaches the configured failure limit.

The configured failure-notification email can receive notices about schedule failures.

Investigate a missed ticket

When an expected ticket was not created:

1. Open the schedule’s run history.
2. Find the occurrence by its scheduled time.
3. Review its status.
4. Read the result message.
5. Check whether a ticket ID is present.
6. Review the schedule’s current status and next-run time.

Also verify that:

• The global scheduler is enabled.
• The schedule is Active.
• WordPress cron is working.
• The Scheduled Tickets license is active.
• Business-hours settings did not delay the run.
• Weekend exclusion did not move the run.
• The date is not in the holiday list.
• The previous ticket was not still open under skip-if-open behavior.

Investigate a skipped occurrence

The most common reason for a skipped occurrence is:

Skip if previous ticket is still open

Check the result message and the previous ticket’s status.

When the schedule contains multiple customers, check the result for each affected customer because previous-ticket tracking is separate for each customer.

Investigate a failed occurrence

Review the result message for the reported creation or processing failure.

Also check:

• Plugin activation
• Scheduled Tickets license activation
• WordPress cron
• Customer availability
• Schedule configuration
• Add-on availability for templates, custom statuses, custom fields, or organizations

When the schedule has been paused automatically, correct the issue before enabling it again.

History retention

The global History Retention setting controls how long run-history information is kept.

Review important schedule history regularly so that failures or unexpected skips can be addressed while the relevant records remain available.