Managing Scheduled Tickets

After creating a schedule, use the Scheduled Tickets list to review its timing, status, customers, and available management actions.

Open the schedule list

In WordPress admin, go to:

Smart Support > Scheduled Tickets

The list displays:

• Name
• Customers
• Recurrence
• Status
• Next run
• Last run
• Actions

Edit a schedule

Use Edit to update the schedule’s configuration.

You can review or change settings such as:

• Schedule name
• Start date and time
• Timezone
• Recurrence
• End conditions
• Ticket details
• Customers
• Assignment
• Occurrence behavior
• Notifications
• Schedule status

Remember that changing the global default timezone does not update an existing schedule. Edit the individual schedule when its saved timezone needs to change.

Run a schedule now

Use Run now to run the schedule manually.

After running it, open the schedule’s history to review the result and confirm whether a ticket was created, skipped, or failed.

The selected occurrence behavior still matters. For example, a schedule configured to skip when the previous ticket is open may record a skipped result instead of creating another ticket.

Pause a schedule

Use Pause to temporarily prevent a schedule from running automatically.

Pausing is useful when:

• Scheduled work is temporarily suspended.
• The schedule needs to be reviewed.
• Repeated failures are being investigated.
• The schedule should be retained for later use.

Enable a paused schedule

Use Enable to reactivate a paused schedule.

Before enabling a schedule that was paused because of failures, review its run history and correct the underlying issue.

Duplicate a schedule

Use Duplicate to copy an existing schedule.

Duplicating can reduce setup work when creating a similar schedule for:

• Another customer
• A different recurrence
• A different department
• Related maintenance work
• A similar ticket template

Review the copied configuration carefully, particularly the customer, timezone, recurrence, assignment, and notification settings.

Delete a schedule

Use Delete to remove the schedule.

Before deleting, confirm that the schedule is no longer required. Pausing may be more suitable when the schedule might be used again later.

View schedule history

Use History to see previous run results for the schedule.

History includes:

• Scheduled time
• Run status
• Ticket ID when a ticket was created
• Result message

Use this information to investigate missed, skipped, or failed runs.

Understand the date columns

Next run

The next date and time the schedule is expected to be processed.

The displayed run may be affected by:

• The schedule timezone
• Business hours
• Weekend exclusion
• Holiday exclusion
• Recurrence settings
• Schedule status

Last run

The most recent time the schedule was processed.

Use the History action for more information about the result.