Applying Recommendation Schedules to Auto-Processed Tickets

Overview: 

Auto-Process Recommendation Schedules allow you to delay the automatic application of processing rules, giving your team time to review tickets manually before automation is triggered.

This delay helps ensure that important tickets are reviewed by staff when possible, while still allowing automation to step in and keep workflows moving if no action is taken within the configured timeframe.
You can also configure override options to automatically apply recommendations under certain conditions—such as after hours, weekends, or holidays—when manual review may not be feasible. This flexibility allows you to balance review opportunities with operational continuity.

Note: To use this feature as intended, make sure the "Apply Auto-Processing Results after Configured Amount of Time" option is enabled under Administration > General > Options.

Add Schedules By Registration Codes or Ticket Types

1. On the Auto Process Apply Recommendation Schedule page ( > Administration > Ticket Management > Auto Processing > Go to Apply Recommendation Schedules), click Add Schedules By Codes or Add Schedules By Ticket Types

2. On the Add Auto Process Recommendation Schedules page, choose your settings:                                            

   Registration Codes or Ticket Types

   To choose registration codes or ticket types, use the search box or pagination links

                                                               

   Recommendation Options: 
   Recommendation overrides give you additional flexibility to apply actions based on when tickets received. You can select one, multiple, or none of the override options depending on your needs. Please refer to the table below for a description of each available override and how it impacts the recommendation schedule. 

                                                                                                                           

   Recommendation Schedules Override
   Apply recommendations when tickets are received	The recommendation setup in the Auto Processing rule is applied when tickets are received
   Apply recommendations immediately if tickets are received afterhours on weekdays	Recommendations are applied immediately without delay if tickets are received outside of normal weekday business hours.
   Apply recommendations immediately if tickets are received on weekends	Recommendations are applied immediately without delay when tickets are received on weekends.
   Apply recommendations immediately if tickets are received on holidays	Recommendations are applied immediately without delay if tickets are received on configured holidays.
   Apply recommendations if tickets have not been processed by the end of the business hour	If no action is taken within one business hour of receipt, recommendations are automatically applied.
   Amount of Time (applies in all instances where override(s) is not applicable)
   Amount of time to keep tickets in "Pending Your Research" state before applying the auto-process recommendations to them	The amount of time by which auto process rules are delayed from the date the ticket was taken or created (During the delay, the ticket status is Pending Your Research): Created: The date the ticket was created in the system Taken: The date from the Taken Date/Time field from the ticket

    
3. Click Add