Scheduled Tickets¶

Scheduled tickets automate the creation of tickets on a recurring basis. Instead of relying on someone to manually create the same tickets every month, quarter, or year, the platform generates them automatically on the configured schedule with all fields, assignments, child tasks, and attachments pre-populated.

How Scheduled Tickets Work¶

A scheduled ticket is a configuration that tells the platform "create this ticket, with these properties, on this schedule." When the schedule fires, the platform creates a new ticket with all the pre-configured values, assigns it to the specified team or agent, and optionally creates child tickets from linked ticket templates.

The scheduling backend service checks for upcoming scheduled tickets and creates them when their next creation date arrives. On cloud-hosted deployments this is handled automatically by the platform infrastructure. For self-hosted deployments, the Halo Integrator handles scheduled ticket processing.

Configuration¶

Each scheduled ticket is configured across several tabs.

Details¶

The core ticket definition. Everything configured here is applied to each ticket the schedule creates.

Schedule¶

Controls when and how often tickets are created.

The platform tracks the next creation date internally and creates the ticket when that date arrives.

Child Tickets¶

This is where scheduled tickets become powerful for multi-step recurring work. Child ticket templates listed here are automatically created as child tickets of the parent when the schedule fires.

• Add ticket templates as children of the scheduled ticket
• When the schedule fires, the parent ticket and all child tickets are created together
• Creation rules can be applied so that specific children are only created when certain conditions are met (e.g., a child task is created only after another child is closed)

This is the mechanism that drives the recurring ConMon project workflow: the scheduled ticket creates a project, and the child templates create all the individual tasks within that project.

Users¶

Adding users to a scheduled ticket creates a separate ticket for each user when the schedule fires. Each ticket is assigned to its respective user and the tickets are independent of each other.

This is useful when the same recurring task must be performed by multiple agents independently (e.g., each team member completes their own monthly compliance checklist).

Assets¶

Similar to the Users tab, adding assets creates a separate ticket for each asset when the schedule fires. The end user on each ticket is automatically set to the asset's assigned user.

Useful for recurring maintenance across a fleet of devices (e.g., quarterly server health checks, annual hardware reviews).

To-Do List¶

A checklist that is added to every ticket created by the schedule. To-do items can be configured as mandatory, requiring completion before the ticket can be closed.

Attachments¶

Files uploaded here are automatically attached to every ticket created by the schedule. Useful for procedure documents, checklists, reference materials, or standard operating procedures that agents need when working the ticket.

Common Use Cases¶

Continuous Monitoring Cycles¶

The most common use of scheduled tickets in the GRC-ITSM platform is automating the creation of continuous monitoring projects at the cadence required by each compliance framework.

Each of these uses a project ticket template with pre-configured child task templates, so the full project structure is created automatically every cycle.

Recurring Data Requests¶

Scheduled tickets can create data request tickets on a recurring basis for evidence collection. This supports continuous evidence gathering where artifacts need to be collected at regular intervals to demonstrate ongoing control adherence.

Periodic Access Reviews¶

Quarterly or annual access reviews can be scheduled to create a project with tasks for pulling user access reports, reviewing permissions, documenting findings, and remediating excess access.

Relationship to Other Configuration¶