How can I keep track of tickets that were canceled rather than actually ever completed?

Question

How can I remove tickets that were canceled from their original queue?

Answer

To mark the ticket as Canceled and move it out of their original queue, create a Workflow Rule.

Doing so will move the ticket into a specific queue available only to Autotask Resources assigned to it. The following steps will help guide you through this process:

  1. Go to Autotask Menu > Admin > Features & Settings > Service Desk (Tickets) > Queues and create a new queue called Canceled.
    • Uncheck the Tickets Appear in Client Portal if you would not like your clients to see these tickets
  2. Go to Autotask menu > Admin > Automation > Workflow Rules > Workflow Rules > New.
  3. Create a Workflow Rule that states:
    • If a ticket is edited and the Status equals Canceled, then move it to the Canceled queue.
    • Doing so will move the ticket, but keep it in your Autotask instance for history.
  4. Create a second Workflow Rule that states if a ticket is idle for (example: 10 days) and the queue = Canceled, then Status = complete.
    • Doing so will keep those tickets in the canceled queue (so you know they were canceled at one point), AND will mark them complete after they have been idle for a specified period of time.
    • You will not want the ticket to remain open forever as these tickets may influence your ticket performance metrics.