Juvaro Help Centre
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Recurring plans and the Planner

Plans that raise their own tickets on a schedule, and the settings the Planner works from.

Who can do thisApplication Administrator

A plan is recurring work that raises its own tickets, one per enrolled customer, under Application ManagementHelpdeskPlans.

Tip

Plans create their tickets automatically, and this is on by default. After maintenance on the platform it can take about an hour before plan tickets are created again, so an occurrence that fell due in the meantime can arrive already past due. Plans, previews and the Planner's forecast bars always work, also if Juvaro has switched automatic ticket creation off for your workspace.

Create a plan

  1. Enter a name, a Cadence (Daily, Weekly, Monthly, Quarterly, Yearly, or Every N days, weeks or months) and a Start date. The start date is the first due date and cannot be before today. Click Add. The message "Plan saved" confirms it.
  2. Click Edit and fill in Ticket title, Ticket description, Notes, Ticket type, Category, Queue, Assign to, Plan owner (gets the missed digest), Estimate per ticket (min) (rounded up to the next quarter hour), Generate this many days early, Catch-up window (days) and Skip while the previous one is still open. The editor previews the next due and creation dates.
  3. Under Customers, click Add customer for each customer, with an optional "Until and including" end date. A plan with no customers generates nothing.

1/6Under Helpdesk > Plans, click into Name.

  1. Under Helpdesk > Plans, click into Name.
  2. Type the name, then pick the Cadence, the Start date and the day. The start date is the first due date.
  3. Click Add. Plan saved confirms it, and the plan is listed as Active. Click Customers.
  4. Pick a customer and click Add customer. Repeat for each customer.
  5. The customer is enrolled, with an optional end date. Click Next occurrences.
  6. The coming due dates show, with the day each ticket is created.
WalkthroughA plan raises one ticket per enrolled customer. Without customers it generates nothing. Fill in the ticket details under Edit.
  • Pause and Resume keep every setting.
  • History shows each occurrence as Generated, Missed or Skipped. You can skip a single occurrence for one customer.
  • Onboarding packs, on the same tab, bundle several plans. Apply a pack on a customer page with Apply a pack.

Planner settings

  • Application ManagementHelpdeskPlanner: the Planning calendar (one of the SLA calendars; its holidays set everyone's capacity to zero), Work day starts and Work day ends.
  • Application ManagementUsersTechnician schedules: hours per weekday and an Incoming allowance for each technician. Suggest proposes an allowance from history. Managers can open this from the Planner too.
Tip

A technician without a schedule has 0 hours of capacity, and the Planner shows "No schedule" for them. Set a schedule for everyone who takes tickets.