How to run a procedure as a checklist on a ticket
Put your standard procedure on any ticket as a checklist with a name and a time on every step, stop the ticket closing until the required steps are done, and let the client watch progress.
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How to do it
Start from a published procedure under the client's Documentation > Procedures tab.
It is the same Procedures list you use for onboarding or any other documented process. Any published procedure can become a ticket's checklist. A company-wide procedure also works on any client's ticket.
Open the ticket, click + Link Item in Related Items and search for the procedure by name.
The same search also covers documents, people and devices, so a few words from the procedure's title is usually enough.
Open the ticket, click + Link Item in Related Items and search for the procedure by name. Click the procedure in the results.
It shows in Related Items as a linked Procedure, and a Procedure checklist card opens listing every step, unticked. The card says who attached it, shows how many steps are done and has an Open the runbook link back to the live procedure. A checklist can only go on an open ticket, and a procedure can be on a ticket once.
Tick each step as the work gets done.
A ticked step gets a strikethrough and a line reading Done by and your name and the time. The count at the top, such as 2 of 5 done, updates straight away. Untick a step to reopen it. Steps marked Optional carry an Optional tag.
Tick Required to close on the checklist to make it a gate.
A Required to close tag shows beside the title. Until every step that is not Optional is ticked, closing the ticket is refused and the message reads Finish these required checklist steps before closing, followed by the open steps.
Know what is recorded.
The ticks are stored on the ticket, so they are there when you reload. Every attach, tick, untick, change to Required to close and removal is written to the audit log with the person's name.
Know what the client sees.
On the client portal the ticket shows the checklist read-only: each step's title, whether it is done and when, the progress count and the Required to close tag. The step boxes show greyed out, so the client can look but not tick, and tech names are not shown. If the procedure was not client-visible when you attached it, the client sees only Internal procedure checklist with its progress count, and no step titles.
Click the small x next to the linked procedure in Related Items to remove it.
This takes the whole checklist off the ticket right away, ticks included. Linking the procedure again starts a fresh copy with nothing ticked.
Warning: There is no confirmation: clicking the x removes the checklist immediately.Let Elise attach one for you.
When a new ticket closely matches a published procedure, Elise can attach it as a checklist with nobody clicking. The checklist then shows an Attached by Elise tag that links to Settings > Service Desk > Intake AI. It needs three switches on there: Intake AI, AI Doc Suggestions and AI Procedure Checklists. An attached checklist is optional until you tick Required to close.
What you will have
- Attach a procedure to a ticket so its steps show up as a checklist.
- Tick steps off and see who did each one and when.
- Make a checklist Required to close, so the ticket cannot close until its steps are done.
- Know what the client sees, and which checklists attach themselves.
- Ask Elise to turn a finished ticket into a new procedure.
Why it works this way: How to run a procedure as a checklist on a ticket
A procedure is a linked item on the ticket, like a document or a device. Linking it from Related Items is what turns it into a checklist, and there is no separate Attach procedure button.
The checklist is a copy of the procedure taken when you attach it. Editing the procedure later never changes a checklist already on a ticket.
A checklist never blocks closing until someone ticks Required to close. Steps marked Optional never block, even on a required checklist.
Removing the link takes the checklist off the ticket at once, with no confirmation, unlike most other deletes in the product.
Other ways to do this: How to run a procedure as a checklist on a ticket
Open the source procedure
Click Open the runbook on the checklist card to jump to the procedure's own record under the client's Documentation > Procedures tab.
Ask Elise
In Elise chat, ask "Turn ticket #41 into a procedure" and Elise drafts an ordered procedure from the ticket and sends it to the review queue for an admin. Ask "What is linked to ticket #41?" to see its related items, including any procedure.
If it did not work: How to run a procedure as a checklist on a ticket
- If nothing turns up after + Link Item, the procedure is not published yet, or it is under a different client. Publish it under Documentation > Procedures first.
- If linking says the procedure is already attached, it is already on this ticket. Look in Related Items.
- If a checklist will not attach, check that the ticket is still open.
Questions this page answers
How do I put a procedure checklist on a ticket?
Open the ticket and go to Related Items. Click Link Item and choose the procedure. Its steps appear as a checklist right on the ticket. Tick a step and it reads Done by your name, and the date. Intake AI can attach one on its own for a new ticket, if AI Procedure Checklists and AI Doc Suggestions are both on. To take the checklist off, do not use the checklist card. Unlink the procedure in Related Items instead. That removes the checklist with it.
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