Use this article to troubleshoot common issues with recurring tickets in DeskDay.
A recurring ticket was not generated
If a recurring ticket was not generated, check the following:
The recurring ticket is active
The start date has been reached
The end date has not been reached
The recurring ticket was not paused
The recurring ticket was not deleted
The related customer is active
The related user is active
The next occurrence was not skipped
You can also review the recurring ticket timeline to check recent activity.
The recurring ticket is paused
If a recurring ticket is paused, DeskDay does not generate future tickets from it.
To fix this:
Go to Control Center > Recurring tickets.
Select the paused recurring ticket.
Click Resume.
Confirm the action.
Once resumed, DeskDay continues ticket generation based on the saved schedule.
The end date has been reached
If the recurring ticket has an end date and that date has passed, DeskDay stops generating future tickets.
To continue using the recurring ticket, update the end date or create a new recurring ticket if needed.
The recurring ticket was deleted
If a recurring ticket was deleted, DeskDay no longer generates future tickets from it.
Deleted recurring tickets cannot continue generating future tickets. If needed, create a new recurring ticket.
The related customer is inactive or deleted
If the customer linked to the recurring ticket becomes inactive or is deleted, DeskDay stops future ticket generation.
Check whether the customer is still active and available in the system.
The related user is inactive or deleted
If the user linked to the recurring ticket becomes inactive or is deleted, DeskDay stops future ticket generation.
Check whether the user is still active and linked correctly.
The next occurrence was skipped
If the next occurrence was skipped, DeskDay does not generate a ticket for that scheduled run.
The recurring ticket remains active and continues from the following scheduled run.
Check the recurring ticket timeline to confirm whether the next occurrence was skipped.
The ticket was generated without an assignee
If an assignee becomes inactive, DeskDay can still generate the ticket, but the inactive assignee is not added to the generated ticket.
Review the assigned technician in the recurring ticket settings and update it if needed.
Changes did not update already created tickets
Changes made to a recurring ticket apply only to future generated tickets.
Tickets that were already created before the update remain unchanged.
How to check recurring ticket activity
You can use the recurring ticket timeline to review activity such as:
Recurring ticket created
Recurring ticket updated
Ticket generated
Recurring ticket paused
Recurring ticket schedule skipped
Recurring ticket resumed
This can help you understand why a ticket was or was not generated.
When to contact support
Contact support if:
The recurring ticket is active but tickets are still not being generated
The schedule looks correct but no ticket is created
The timeline does not explain the issue
You believe the recurring ticket is not working as expected