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One-Off Ticket Scheduling

Feature Request

Current Situation:

Currently, the system supports automation for scheduling recurring tickets. For non-recurring tickets created by techs, the existing process requires placing tickets 'On Hold' and adding reminders manually to calendars, leading to clutter and management difficulties.

Problem:

  • Excessive 'On Hold' tickets.

  • Calendar clutter.

  • Difficulties sorting and managing tickets effectively.

Requested Solution:

Implement functionality to allow scheduling of one-off tickets directly within the ticketing system.

This feature should:

  • Allow setting a specific future date for individual tickets.

  • Automatically populate the tickets on the scheduled date.

Benefits:

  • Reduction in ticket clutter and improved visibility.

  • Enhanced operational efficiency and organization.

  • Improved management and prioritization capabilities.

*Special thanks to ChatGPT

1 comment

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Comments1

  • Salmon Sparrow

    This is also a problem for us. We have multiple jobs that get scheduled for a later date, but as we are the ones that need to come back to it we need the ability to schedule future tickets.

    In another business we use Zammad for ticketing, it has 2 features that we find great. You can set tickets to one of two extra states (rather than your usual open/on hold/closed)

    Pending reminder - In this state you set a date in the future and the ticket effectively disappears until it reaches the date and time specified then it re-appears as if its a new ticket.

    Pending close - this marks a ticket to be closed at a set date unless someone responses before this date.

    Both of these would be of great use in Gorelo, currently we need to use a calendar outside of Gorelo specifically for this task which is not ideal.